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.

[Am1212]

There are no options to remove any of the three extra phones on a “friends” account, either on my side or on theirs.  They have tried deleting creating a new account and all the legacy phones repopulate.  

[StephenB]

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@Am1212 wrote:

There are no options to remove any of the three extra phones on a “friends” account, either on my side or on theirs.  

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Do you see "Library" in your app menu?

Or do you see "Feed" and "Dashboard" instead?

[BrookeN]

They can only be removed from the main account not the authorized users account. 

[Am1212]

On the iOS app, under my primary account, I navigate to “Mode,” then select “MY DEVICES.” From there, I tap the pencil icon next to “Geofencing,” and under “Enabled Mobile Devices,” I see both “MY DEVICES” and “FRIENDS” — which refers to phones with geofencing enabled.

For “MY DEVICES,” I have successfully deleted extra phones that are no longer active.

However, for “FRIENDS,” I see four entries labeled “iPhone” for the same person. I cannot delete any of these devices, though I can enable or disable geolocation for each one. On my friend’s account, they cannot see these extra phones/devices, nor can they delete or disable them from their app (iOS) or through their Arlo Web Portal.

It appears these extra phones on my friend’s account were created when they replaced their phone and restored it from an iCloud backup. There are not multiple active phones with the Arlo app installed, and the old phones are no longer accessible or usable to disable or remove the Arlo app.

This issue was reported to Arlo Support years ago. Despite working with multiple agents, the problem seemed to be misunderstood, and the root cause — the restoration of the phone from backup — was never fully addressed.

My friend has logged out of their device, removed the app, reinstalled it, and logged back in with no success. They’ve even created a new account with a different email address, but the same four devices reappear. These devices, though no longer physically in use, seem to persist, likely due to the phone replacements and iCloud restorations. The three legacy iPhone devices are removed from their Apple ID and are not active.

This situation is untenable. It requires me to randomly test among four different “DEVICES” on a “FRIENDS” account to enable geofencing. Previous troubleshooting of geofencing across four devices was already time-consuming. I recently ordered four new Ultra 2 cameras, bringing my total to 14 devices on my account. However, I am unwilling to test 56 different combinations to get a “FRIENDS” device to properly work with geofencing.

Without a resolution, I am left with no choice but to return the devices and move away from the Arlo system. This issue does not appear to be unique, as it has been discussed on various forums, though the cause (i.e., phone restoration leading to multiple devices on a friend's account) may not be immediately obvious. Despite full removal, reinstallation, new account creation, and adding a new “FRIEND,” the issue persists, indicating a backend problem at Arlo that requires attention. This problem has been ongoing for at least four years, as evidenced by four phone replacements.

[BrookeN]

@Am1212 let me reach out to the development team. I will reach back out soon. 

[ed_lipscomb]

What changed?  We went on vacation for a few weeks and now geofencing isn’t working for any of our devices regardless of the settings. 
currently showing two phones for both of us. 

[BrookeN]

Can you please provide more details on what it is you are seeing?

[ed_lipscomb]

I have selected individuals as well as everyone and nothing I do helps the geofencing to recognize when we come or go.  Below are screenshots from the app on my iPhone as well as from the web version on my computer

[alex_loo]

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@BrookeN wrote:

Can you please provide more details on what it is you are seeing?

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hi @BrookeN ,

Appreciate your job is to forward issues/complaints to dev team, but TBH the response from dev, if any, has been useless.

Understand dev team needs time to fix whatever necessary, so instead of letting people wasting their time experimenting, are you able to at least share a video from dev team, showing the minimal set up that dev is confident about?  Dev picks what the the minimal set up is --- it can be say "only 1 android and 1 user, no iPhone, and you must set geofencing this way blah blah blah" ---- but please at least share us a working starting point.

Users can then at least decide on how to cope with the situation.

Alex

[BrookeN]

@ed_lipscomb thank you for providing those screenshots. I passed this on, I will let you know as soon as I have an update.

[finewoodcutter]

I, too, have my wife’s device listed twice in geofencing. 

[BrookeN]

Have your wife go into her account and delete the extra device. Then log out of your account and log back in and see if it is off your account as well. 

[finewoodcutter]

My wife's iPhone is listed twice in geofencing and when she goes into her account there doesn't appear to be any place to delete it.  With my phone and her's listed twice in geofencing, the automation for leaving home doesn't work.

[StephenB]

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@finewoodcutter wrote:

My wife's iPhone is listed twice in geofencing and when she goes into her account there doesn't appear to be any place to delete it. 

It is hard to find.  Assuming you see "Feed" and "Dashboard" in the app screen, you need to

1. press on the profile icon on the upper left of the screen
2. select the privacy center
3. press the account tab.
4. press Available Geofencing Devices

[BrookeN]

If you can please send a screenshot of your privacy center->available Geofence devices? You send a dm by clicking on the envelope icon on the top right of the forum page.

[finewoodcutter]

StephenB,

Thanks so much.  Your suggestion worked.  I eliminated my wife's iPhone duplicate.  Now to see if the geofencing works by arming the system only when we both leave the house.

[ed_lipscomb]

Any updates on mine BrookeN?

[BrookeN]

@ed_lipscomb the development team is currently investigating the behavior you are seeing. I will reach out as soon as there is an update. 

[bertjan123]

We have exactly the same issues!

[dizan]

Hey,

I'm having same issue @BrookeN .  I can’t figure out how to DM.  How can you remove duplicates from my account?

[StephenB]

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@dizan wrote:

 I can’t figure out how to DM.  

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Use the envelope icon in the upper right of the forum page.

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@dizan wrote:

How can you remove duplicates from my account?

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If your app menu shows "Feed" and "Dashboard", then you can try 

1. Pressing on the profile icon in the top right of the app
2. Selecting "Privacy Center"
3. Select the "Account" tab on the top
4. Press "Available Geofencing Devices" 

[dizan]

Thank you!  For some reason it didn’t show up on iOS but it did on Edge browser..

[Hallelujah]

Another litany of long term 'development team diagnostics' here about a yet another GF failures.  I have used Arlo for 7 years and NEVER has GF worked reliably for more than a few weeks. Ive lost count of the service cases, diagnostic screen shots and unpaid and unacknowledged product support I have provided over those 7 years.  It's broken again as all of the users in this post have well explained, because of these duplicate/clone devices which cannot be managed and break GF automations.  The delete devices process doesnt work and quite rightly users dont want or understand the need for continual deletions, reinstallation, account and password changes to try and (unsuccessfully) force the system to be minimally compliant with the product specs.  Awful, frustrating, incompetent, but most of all so sad that what should be simple software can be so badly implemented ... shame on you Arlo!

[StephenB]

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@Hallelujah wrote:

The delete devices process doesnt work 

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It works for me.  What specifically are you finding doesn't work???

That said, I agree GF has had a lot of issues over the years.  The combination of geofencing and scheduling doesn't work (except perhaps for @Jeffi ), so Arlo has missed the mark there.

[Henricccc]

I have the same issue. Geofence is not working… Multiple devices and I can’t delete them