Adding back a removed camera to my app

[Jmjm]

I accidentally removed a camera from my app and can’t figure out how to get it back. It’s still recording and working perfectly but I can’t see it on my app.

[StephenB]

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@Jmjm wrote:

I accidentally removed a camera from my app and can’t figure out how to get it back. It’s still recording and working perfectly but I can’t see it on my app.

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Do you see it in a PC browser (my.arlo.com)?

Are you using the primary account in the app?

[Jmjm]

I cannot see it in the browser either and yes, I am using the primary account on the app. I already tried unplugging and restarting the Smart Hub Base Station as well as re-syncing the camera. I still get the notifications pop up upon movement and can still see the recordings in my Library. Just can’t get the camera on my app. 

[StephenB]

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@Jmjm wrote:

I cannot see it in the browser either and yes, I am using the primary account on the app. I already tried unplugging and restarting the Smart Hub Base Station as well as re-syncing the camera. I still get the notifications pop up upon movement and can still see the recordings in my Library. Just can’t get the camera on my app. 

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I think you will need support to resolve this. Do you have a subscription?  

[Jmjm]

Thx. I do not have a subscription.

[StephenB]

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@Jmjm wrote:
Thx. I do not have a subscription.

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Hopefully one of the mods ( @JamesC , @ShayneS , @JessicaP ) will see this, and escalate.

One option is to purchase a subscription, and then cancel it after the problem is resolved.  They will rebate the unused portion of the month when you cancel.

[ShayneS]

Hi @Jmjm

Are you still experiencing this issue? 

[Jmjm]

Yes. I don’t know what to do to get my camera back on my app so I can watch it live????

[ShayneS]

Do you see the camera listed in your Device settings > My Devices in the app? Have you tried to factory reset the camera by holding the sync button for 15 sec?

[Jmjm]

The Camera is not listed in my Device Settings. It disappeared when I accidentally hit 'Remove Device'.  I tried to 'Add New Device' but it does not show up. It still records activity that I can pull up from My Library.  But I cannot pull up live feeds nor do I get notifications of movements like my other 3 cameras and the way I used to for this camera. I tried resetting the Smart Hub/Base Station but did not know there was a factory reset for the camera? I will try that later today. Thx for your assistance. 

[ShayneS]

Hi @Jmjm

Did the manual reset on the camera work? Were you able to readd and live stream? 

[Jmjm]

Unfortunately the manual reset did not correct the issue. Still records but same problems - not visible on my app and no live stream. Other ideas?

[ShayneS]

Hi @Jmjm

Do you mind providing a screenshot of the missing camera in your device list. Also I would lie to look in to this further for you. The development team would like to request a device Log for troubleshooting if possible, if you don't mind.  this occurring on iOS or Android? 

[Jmjm]

So now only 3 cameras visible. iOS.

[ShayneS]

Would you like to provide a trouble shooting log for me? I will need to know if yo are on Android or iOS 

Thanks 

[Jmjm]

iOS

I've tried Adding Device, both automatically via search and Manually as well as Resetting the home base and the camera. Anything else you need?

[ShayneS]

Hi @Jmjm

Are you still experiencing this issue?