Base can only be found by one phone at a time.

[angie321]

We had our security system some time ago, but due to work being done in our house, we didn't use it for a while.  Now it's connected back up and all cameras are charged.  I have followed the instructions on the base hub (Ethernet connection first and then power) and managed to connect it to the app on my phone.  When someone else in the household tried, the app couldn't find the base station.

So, we unplugged everything again, from both ends. We reset the base station.  We uninstalled the app from our phones, and installed it again. This time I tried the other phone first to connect, and it found the base station and cameras.

Meanwhile my phone can't find the base station or the cameras (although I believe I need the base station first to connect as the cameras need to connect via the hub?)

I've deleted the app and reinstalled it again.  I've unplugged power and Ethernet from both ends before connecting back in the right order.  

I've changed my router IP from dynamic to static to see if that helped (no).

I've stood next to it, I've stood a distance away, I've put my phone on the base hub so it can't get any closer.

Still nothing.

Our subscription has lapsed and there is no point in paying again if we can only get one phone to register the cameras.

Any ideas? I'm tearing my hair out here!

Thanks in advance.

[jguerdat]

I'm a bit confused. I believe the system is working but only on one phone, correct?

Who originally set up the system - you or the other person? Who is the person who was granted access/shared to? Do all users see the same interface (probably Feed to view recordings)?

[angie321]

The first time was set up it was my details, partner was able to connect, everything worked fine.

After the building work, I tried to connect and it could find the base station. So I deleted everything, reset the base station and started again, using my details.  This time my partner could not connect, despite removing the app from his phone and starting again.

We deleted everything, reset it all again, and then got hm to load the base station, and the cameras.  But I can no longer add them, the app (used on phone and in desktop) can't find the base station.

I'm wondering if that is the problem, that the account is in my name and login details, but now he has the base station.  I looked at my setting on MyArlo, and it says I have "granted access" to him.  There is a greyed out "add" button, so I can't add my details to it.

Could this be the issue, and if so, what do I do to correct it? Bearing in mind when I claimed the base station, he couldn't connect to it...

The difference in his experience and mine is that he has the app with the cameras showing, and I have the app but with "add device" and it won't let me.

Thanks for responding!

[StephenB]

The cameras and base can only be installed to one account.  If you have a subscription, then that same account needs to be the one that has the subscription.  We usually call that the "primary" account.

So the first step is to make sure that everything is in the right primary account.

Then you can either re-share the cameras to the other ("friend") account, or you can alternatively just use the same username/password on both phones. 

[angie321]

Thank you.  

I don't have a subscription at the moment, but we had one previously. 

Until we can get the system working again on two phones, there is no point subscribing.

But as I was the person subscribed, the account is tied to me so we need to reset and start again, connecting it to my account.  And then granting access to my partner again?

[StephenB · Accepted solution]

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@angie321 wrote:

But as I was the person subscribed, the account is tied to me so we need to reset and start again, connecting it to my account.  And then granting access to my partner again?

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Correct.  If you are planning to get the subscription using your account, the base and cameras also need to be installed to your account.

After that you can either share the cameras (likely with access rights enabled), or you can have your partner use your account credentials.

[angie321]

Finally!  That worked.  Thank you for your help, it is much appreciated.👏