Cameras (unknown/mixed models) that show up in library but not in devices

[BrighterDays]

A relative recently passed away and I inherted responsibility for their network of Arlo cameras and other devices. They left me their user name/password and I can access their account on the Arlo app. They had cameras in two places. The first set of cameras continue to work fine.

The problem is in the second set of cameras that are somewhere that won't be physically accessible until next spring. Some were not responsive or disabled, but others were working fine until a few days ago when they all suddenly disappeared from the list of devices in the app. All the cameras at that location are now completely gone (not just disabled), so there is no info I can provide on them. However, I know they are still working because a motion-triggered video from one just appeared in the Library on the app (timestamped today, 2 days AFTER all the cameras, including this one, disappeared). It is viewable, but unlike all the other videos, there is no camera name (just time and duration), and it can't be downloaded. All I can do is watch it. 

What's going on? Again, they are not unresponsive. Rather, they have completely disapeared from the app from one day to the next. Yet, as described above, at least one of them is still working and connected in some way to the account and network.

[jguerdat]

You can try rebooting the phone and reinstalling the app to see if that helps as well as trying the web client (my.arlo.com) on a computer browser. However, you may need to migrate to the new interface (the app supports both) to make things work. If you choose to do that, add a Pro 5 camera even though you don't have one. The first step is to migrate the account to the new UI after which you can bail out of the install. That may cause its own problems since then the second location may need a subscription to allow it to work as before.

[jguerdat]

Which interface does the app show at the moment, the old one that uses Library to view recordings or the new one that uses Feed? 

[BrighterDays]

It says "Library" in the app.

[jguerdat · Accepted solution]

You can try rebooting the phone and reinstalling the app to see if that helps as well as trying the web client (my.arlo.com) on a computer browser. However, you may need to migrate to the new interface (the app supports both) to make things work. If you choose to do that, add a Pro 5 camera even though you don't have one. The first step is to migrate the account to the new UI after which you can bail out of the install. That may cause its own problems since then the second location may need a subscription to allow it to work as before.

[BrighterDays]

Hi jguerdat,

Thank you! Upgrading worked and I can see the missing cameras again.

But, wow, that's one of the least user-friendly "upgrade" processes that I've ever experienced. Needing to fake-add a camera to trigger the upgrade on the apps is not intuitive. And now it looks like I'll need to update the apps and re-add all the cameras for my family members. But at least I got the missing cameras back - and all the locations seem to be working fine, for now.

[StephenB]

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@BrighterDays wrote:

But, wow, that's one of the least user-friendly "upgrade" processes that I've ever experienced. Needing to fake-add a camera to trigger the upgrade on the apps is not intuitive. 

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Definitely a hack.  Arlo should have provided a smoother migration path.

[jguerdat]

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@BrighterDays wrote:And now it looks like I'll need to update the apps and re-add all the cameras for my family members.

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You shouldn't need to do anything with accounts/re-adding for the others. Changing the UI doesn't delete anything from accounts (although the process isn't always complete so modes, rules and Automations all need to be checked).