My old unit can’t be deleted

[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!

[Retired_Member]

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?

[Retired_Member]

 

[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?

[Retired_Member]

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. 

[Jaxter01]

I know there have been similar threads but this is slightly different - hoping somebody (looking at you, Arlo) can offer a solution.

When I originally set up my doorbell I had an iPhone 12 Pro. I have since changed my phone and passed the old iPhone onto my partner to use. I completely erased all content on the phone before passing it to him, so he got it as if it was a new iPhone.  I have never granted him access to the doorbell, so he's never had an account, or the app, or been linked to Arlo in any way but we do live together. So... my problem is that my old phone keeps taking on the geofencing for my doorbell (not always, just when it feels like it), so it doesn't arm when I leave home and I don't get notifications. I have to check every time I leave home that the right phone is active in Arlo - mine is always there but his is enabled. I keep editing enabled devices and deleting my other half's phone and it temporarily goes but it keeps reappearing. There's nowhere you can block a device in the app to stop this happening or permanently delete it. Why is this happening and how can I stop it happening? It's REALLY annoying and if I forget to delete his phone I'm missing doorbell notifications.

[Burdzysa]

Hello, I am having the same issue. My wife’s phone keeps duplicating. Had there been any update? Are you able to help? Thank you 

[BrookeN]

We are still looking into this. I apologize I do not have any more information at the moment. I will update the community as soon as possible. 

[alex_loo]

Hope ARLO support could shed light on this.

I have 1x android device doing admin for the ARLO environment, and have added wife's account (iPhone owner) for general monitoring, and geofencing.

I have seen geofencing working --- both leaving and "ARM AWAY" switched on as set up.  Then 1 of us return home and "ARM home" switched back.  But that was just once in a while.  Haven't changed anything, but it's not working any more.

Symptoms:

1.  Even when we are both leaving home, "ARM AWAY" doesn't get turned on any more

2. I do notice that under Setting >> Data Privacy >> Account >> Available geofence devices, there are two iPhone devices that take same name as my wife's iPhone device (the duplicate device issue that I have seen in this forum)

Could ARLO support help to fix this please?  Things are simply not working.

Alex

[BrookeN]

Are you and your wife showing library or feed within the app?

[alex_loo]

both my android app and wife's iPhone app are showing FEED.

[TWhite208]

This has been an ongoing problem for a few month now. The app is updated and the issue remains. Regardless of how many times you go in and delete devices, they are just added back in. Geofencing is absolutely worthless until the app developers (that update more frequently than any other app I have ever used) get this figured out. 

Typically, you will start a thread like this, and you will get a response or two from the moderators and then they quit responding, or respond continuously with their boiler plate responses. Most likely because they do not have an answer and have no communication with the app developers. Can't really blame them. 

Good luck. Hopefully they find a solution to this sooner than later.

[alex_loo]

"good" to know but thanks.  What an unfortunate choice of ARLO that I made, sigh.

[alex_loo]

so @BrookeN is my issue the same "duplicate device issue"?  Is ARLO technical team looking into this?

[TWhite208]

I would not expect a "timely" remedy as they have "been looking into it" for several weeks now. 

New symptom in the app that started last night, now it is adding my wife's iPhone in a second time causing double the notifications on her phone. Best part is, I can't delete her second phone like I have been able to with my phone.

Every single app update that Arlo pushes out for "General stability, bug fixes, and performance improvements" does quite the opposite. Each update just makes this app work more poorly. 

Arlo, it might be time to cut your losses, fire your current app developer/development team, and start over.

[BrookeN]

We are looking into the duplicate devices currently. I will update the community as soon as possible.