Share camera / new experience issue

[Steven91]

Dear Support!

I tried to grant access to the cameras (4x Arlo Pro 2) to my father, as he recently changed his mobile. I see under "grant access" tab, he accepted the invitation, but we don't see a single camera under my father's account, BUT he gets the notifications. If he opens the notification, he is able the view the latest recording, for which he received the notification, but we are not able to open the library, we can not open anything if we close the respective recording. The problem is, that it seems, he can download only the new version of the app, with the new interface, but I'm using the legacy version. Besides this, his web interface also looks completely different, like mine.

I tried:

- remove access and grant access again, many times (both in application and web UI)

- uncheck and check again the cameras for which I'd like to grant the access

- uninstall my current version and install the new experience, but after reinstall I can download the legacy version again

- turn off / turn on smart hub

- connect my fathers mobile directly to the hub (just searching, but finds nothing)

Please help, it's a mess. Something, somehow was connected, as he gets the notifications, but in this case why we are not able to see the cameras, and open the library?

Many thanks in advance!

[StephenB]

Assuming your father sees "Feed" on his app...

You need to migrate to the new experience (using "add device" to go through the motions of adding a Pro 5s camera).  Then you need to stay with the new experience in order for your father to see the cameras and recordings.

[Steven91]

Not sure I clearly understand. I have to add the existing devices once more? With this how the app will be upgraded to the new experience? It's my problem, that I can not install or upgrade the new version on my mobile and I'm the admin of the system.

[StephenB]

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@Steven91 wrote:

Not sure I clearly understand.

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Let's start again:

1. Do you see "Library" in your app?  Or do you see "Feed" and "Dashboard" instead?
2. Does your father's account show "Libary" in his app?  Or does he see "Feed" and "Dashboard" instead?