No subscriptIon

[Blueprints1971]

Ive had my arlo for many years and never needed a subscription to view my cameras, notifications for activity, video clips for 7 days. My app was updated and now i cant see my cameras at all. I cant see video clips of activity,  and i have no access to my cameras. What is going on?

[jguerdat]

To be clear, you're using the original account that installed the system and not one that was granted access at any point?

[Blueprints1971]

Yes. Im using the original account.

[Blueprints1971]

Yes. Using original account.

[jguerdat]

The legacy cameras (Pro 2 and older) are EOL but still work and have the free 7 day plan. Have you looked at the Devices tab? All devices should be there. Dashboard is blank until you use the "+" at the top to add widgets.

[Blueprints1971]

Nothing in my devices tab.  I do get notifications on my phone when theres activity but there are no devices or video clips on the app.

[StephenB]

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@Blueprints1971 wrote:

Nothing in my devices tab.  I do get notifications on my phone when theres activity but there are no devices or video clips on the app.

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I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - in hopes they can offer some help.

[Blueprints1971]

The cameras wont add and i still cant see any of the cameras in the app. Hopefully someone can help. If this is a common glitch in the app, there should be a fix?

[StephenB]

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@Blueprints1971 wrote:

The cameras wont add and i still cant see any of the cameras in the app.

Do you see the base?

[BrookeN · Accepted solution]

You cannot see the cameras as you are the granted access user on the account. The main account holder does not have the newest user interface. Your app will show feed and the main account holder is still showing library. In order to be able to see the cameras again the account holder will need to update the app. They can do this by pretending to onboard a Pro 5 camera. When you start the process of onboarding the camera it will start that update. As soon as it is updated you will be able to see the cameras again. 

[Blueprints1971]

I am the main account holder.  

[Blueprints1971]

I logged in with my other account and i am able to see the clips but the cameras say offline.

[Blueprints1971]

Was able to get everything back on. Thank you.

[pw2]

How did you get it to work? I have several Pro 2 cameras. I can see live video but as of today, 6 Mar, I get no notifications and no recordings. I've had these cameras for years without issue and have never had a subscription; now no notifications and no recordings.

[BrookeN]

No problem. Have a great weekend. 

[Blueprints1971]

I rebooted everything. Logged out of arlo from all my devices and logged in using my main user account. Everything came back... live stream, video clips, etc..

[pw2]

Thanks for the feedback and that seemed to work, but only intermittently. Sometimes it's just time to move on.