Geofencing friend’s device

[brad_lewis]

When trying to set up geofenceing there is No devices listed under available devices, how ever under setting privacy settings there are three devices listed. How to I get them across?

[BrookeN]

Is anyone still seeing the duplicate devices still? If so please send a screenshot of the devices that need to be removed as well as the the user id and a list of the devices that are needing removed. ( They can not be friends devices) Send all this information by dm. You send a dm by clicking on the envelope icon on the top right of the forum page.

[j-eirik]

I might not describe the issue well. It is the same problems as many others in t his tread;  I have several devices in my "TRUSTED DEVICES" but when I go to "Automations" to Arrive/Leave settings, it shows only 2 of 4 of the trusted devices. I have tried everything including deleted all users app, profiles and restored all users and the entire system. Then the thrusted devices are available a couple of days until the disappear in the automations. I am more than interested in help You investigate why many people have this problem. 

[Jasonnsac2]

I am having the same problem with geofencing.  I just got a new iPhone.  geofencing wasn't working.  tried deleting app and reinstalling multiple times.  tried deleting devices from available devices (under available Geofence devices, both on the phone and then through the web browser . and of course now no devices are available under geofencing under automations section.  Please help!

[DualShock]

Hello, this issue has just occurred to me, after attempting to fix an issue with reappearing devices. Could you help please @BrookeN ???

I have logged out of the app on my phone and then logged in to my.arlo.com to verify all devices were deleted. Then I deleted the app and restarted my iPhone then reinstalled the app. When I try to add an Arrive/Leave automation I only see "Anyone Arrives", and when I tap that item, I see "No Devices" just like the OP of this thread.

[Tommy7]

I’m trying to add my wife’s phone as a geofenced device, however, after granting her access (which works fine) it lists 3 devices in the geofencing menu, none of which work or are current.   I’ve tried reinstalling the app. Creating a new profile, which is even worse as all new accounts are upgraded to the new UI. It’s obviously cached these devices within her arlo account over the years but there’s nowhere to purge/refresh this.  Any ideas would be appreciated!

[jguerdat]

Go to Settings, Data Privacy, Account, Available Geofence Devices and remove old phones.

[BrookeN]

I am looking into all of these now. I will update soon. 

[j-eirik]

Perfect, thanks 😊

[DualShock]

Just wanted to mention that I have an open support ticket for my issue that was created over the weekend.

I do not want to post the ticket # in the public forum but just wanted to let you know so that no one on the Arlo side steps on other people’s toes @BrookeN  🙂

[BrookeN]

All your devices should be unhidden. You will need to log out of the account and log back in. 

[j-eirik]

Perfect. I see they are all in place for automations. Is there anything we can do/ not do to avoid the problem re- occur?

[BrookeN]

The spot to delete the devices has since been removed. So it should not be able to be deleted now. 

[j-eirik]

Ok, noted!

[jaywelch]

Hi @BrookeN, would you look into unhiding my geofenced devices as well, please? I posted earlier and also submitted a ticket but still no resolution. I'm holding off on subscribing until this gets resolved. Thank you!

Would un-hiding the devices also resolve the issue of not being able to create "Leave" automation as well? I deleted the arrive and leave automations and now it only lets me create multiple "arrive" automations but it hides the ability to create a "leave" automation as well.

[BrookeN]

@jaywelch  I did already. You should be able to log out and back in and see them.

Can you tell me how and when the devices were deleted?  

[jaywelch]

Still not seeing them (not able to re-add either). I tried from the app initially but they wouldn't delete, then was able to remove them from the website... Settings → Privacy Center → Available Geofence Devices. That option is greyed out now and when I go to automations and select "Anyone Arrives" it spins and never shows a device.

I did log out and log back in, both in app and browser.

I should also note, the app has always showed available devices within Settings → Privacy → Available Geofence Devices, but when trying to select them in Automations (from the app) it does not show. The website doesn't show them at all.

[BrookeN]

Can you send a screenshot of what you are seeing as well what was done when all the devices were lost. 

[jaywelch]

From iOS app: 

Settings → Privacy → Available Geofence Devices:

Second photo: Routines → Automations → Edit Geofence → Anyone Arrives

The problem started when I geofence automations stopped working. It wouldn't auto arm/disarm so I started to troubleshoot it. I removed the geofence automations and then found a thread in here that offered some suggestions. I was seeing 3 devices listed so I tried to delete them from the app. The devices wouldn't delete from the app, so I found the same place (Privacy → Geofence devices) from the website and successfully deleted them there. I just had hoped to re-add them and then geofencing would start again, but I haven't been able to re-add any of the devices. That's when I came across this thread with users having similar issues.

[BrookeN]

@jaywelch can you dm me your number please?

[jaywelch]

Sent!

[BrookeN]

Got it and responded. Thank you for your quick response. 

[Tommy7]

No luck. There only one device showing there. I’ve logged out anyway but still shows 3 devices when selecting geofencing

[jguerdat]

Have you tried to remove the old phones one both accounts?

[BrookeN]

They may have been deleted and need refreshed. I can take a look and see and provide an update soon. 

[Tommy7]

Yes, I’ve done that, removed the apps etc. there’s no trace of these phones

[Tommy7]

Great, thanks Brooke