No geofence devices listed

[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.

[BrookeN · Accepted solution]

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.

[DualShock]

Hi @BrookeN ,

I did run into duplicate devices a few days ago (and a few times before then), which I resolved by deleting them in the app.

I got an e-mail on 5/28 which referenced my case number and it indicated that a root cause was found and a fix would be implemented shortly.

Yesterday I noticed an update to the iOS Arlo Secure app, now 4.14 (7458), which I installed. It's still only been a little less than a day but I don't see any duplicate devices yet. Hopefully this is the fix that the e-mail is referencing.

[BrookeN]

@DualShock if you see the duplicate devices again. Let me know via dm with the information please and thank you. 

[MarcusBecker]

I have just looked through both my accounts and was able to delete obsolete devices and it seems as if I was able to only keep the ones which are still in use. Will observe how things go over the next weeks and liaise back if I encounter any issues. Thanks for the help!

[SamSaes]

Hi @BrookeN , 

I have the same issues.

In the app, I am not able to select devices but I see two devices listed in the privacy setting in the app.

However in the web-brower I don't see any Geo devices listed in the privacy setting.

Plase help.

[jrlowell93]

@BrookeN  Hello, I contacted you about this problem via PM but have not heard back. Please confirm receipt.

[BrookeN]

@SamSaes you should now be able to see your devices, please log out and log back in. 

@jrlowell93 I gathered the information you provided and sent it to our development team. I have not had an update as of yet, I will reach out to you as soon as I do. 

[SamSaes]

It is working. Thank you!

[Jonas8384]

Hi, I bought a new phone half a year ago and registered it as a device in the app. I have deleted my previous phone like 150 times (daily) but it still keeps coming back as a device, which makes geofencing not working. I've tried delete my previous phone on My Arlo and in the app, I've also deleted it under 2 step verification but still it keeps coming back as a device. Since Arlo has no support, unless you pay for it, I can't get help with my problem. Does anyone know how to fix this?

[Jonas8384]

 

[jguerdat]

Arlo has free support but you need a subscription to be able to use it. Since you selected the Ultra 2 camera, it would seem that you have one unless you either are using local recordings on your hub or are in a country that can't get subscriptions.

How are you deleting the phone (even though it keeps coming back)? Are you using Settings, Data Privacy, Account, Available Geofence Devices?

[Jonas8384]

Thank you for the answer! Unfortunately I don’t have a subscription, i use local storage. 
I’ve tried them all, account, geofencing, settings etc. I just can’t understand why it doesn’t  work. OT but i think it’s an outrage that Arlo doesn’t offers support when you buy their products that costs 500 euro. Scandalous! When these cameras are out of date i’ll buy from a company thats not built on greed. With that said, i’m very grateful for your help 🙏

[DualShock]

Hi @BrookeN ,

I sent you a DM a little while back. I am still experiencing duplicate devices, most recently this morning after I restarted my phone.

Is this issue still being investigated?

Thanks!

[BrookeN]

@DualShock the duplicate devices is still being investigated. I do apologize for not updating the community that we are still looking into this. I will reach out as soon as there is an update.