My two old Arlo accounts were updated, but can't see each other now.

[ant]

Hello,

Last night, I upgraded my Arlo Secure app in old iPhone 12 mini (iOS v18.7.2). This early morning, I got an e-mail and app notification to tell me about Arlo Secure App upgrade. I noticed major changes and got a free trial (I didn't want it!). However, I could not see my shared Pro 2 cameras and their base station that I used to see. 

I logged out my original account and into my Pro 2 account, and it was using the old design. It also couldn't see my other shared Arlo cameras and their base station (Pro 2). I even tried upgrading account to the new design since Arlo already forced it in my other account so I might as well, but that made no differences.

How do I get my shared accounts back in both accounts? I already tried adding a new Pro 5s camera with a smarthub (it found Pro 2's base station, no updated, ). It failed to find anything obviously, but still don't see my other shared account's cameras.

Thank you for reading and hopefully answering soon to fix this.

[StephenB]

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@ant wrote:

I even tried upgrading account to the new design since Arlo already forced it in my other account so I might as well, but that made no differences.

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That should have worked.  Did you try resharing the camera(s)?

[ant]

Reshare each camera? Not yet. Ugh.

[ant]

While logged into my Pro 2 account, I deleted and readded the original Arlo (original model) e-mail account with full access. I logged into the original account to see if I can see Pro 2 cameras and their base station. I still do not. 😞

[ant]

OMG! I figured out what happened. In both of logged in iPhone's iOS app and http://my.arlo.com web site, there is a Home with its circled down icon menu. I see two Homes (one in current account and the other is my shared one) as shown in my PC's Firefox web browser screen shot/capture as an example:

I can see the other cameras. How do I have BOTH Arlo accounts showing at all time like my old design? I do not want to switch back and forth all the time! Both systems get recordings often!

[ant]

If I remove this forced trial early, will I really lose all my online week cloud recordings? 😞

[Zzzzzzzzzz]

I am having the same issue but on Android. Sooo confused....

Anroid app on cell phone was forced updated by Arlo last night (didn't know they could do that). That account contains my Pro 2 cameras. It should be able to see the Arlo Q and Arlo Baby cameras that are on different accounts. But with the new app, it cannot see any of the the other cameras. 

The Arlo app with another Arlo account on my Android tablet is still in the old library form. It used to be able to see all Pro 2 and Arlo Baby cameras.  And now it can only see my Arlo Q and Arlo Baby cameras.

It seems like the Arlo system chose to force the upgrade on the account with the Pro 2 cameras, and that account is the one not working with the other accounts. I think it also has the free trial that other people have mentioned.

Both Arlo accounts show that they are sharing cameras with each other, but the shared cameras don't show up in the apps

I tried to "add" an Arlo Q camera to the forced updated app with the Pro 2 , but it doesn't really work cameras.

Has anyone figured out anything?  

Not a great time to do this right during the holidays with so much stuff (and crime).

Not sure where to post this and just decided to reply to this existing message. Should I post somewhere else to get more visibility?

HELP?!

@BrookeN   @JamesC 

[StephenB]

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@ant wrote:

If I remove this forced trial early, will I really lose all my online week cloud recordings? 😞

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Again, no.

But I am not sure you can cancel the trial, and recommend just leaving it in place until it expires.

[ant]

Zzzzz..., do all Arlo accounts have the upgrades? I read that they have to be to see other Arlo setups. Also, look at sure "Locations" (aka Profiles?) on the top middle in  Dashboard, Feed, Devices, Dashboard, and Routines bottom screens. I saw mine had two "Home" (one for Arlo e-mail account and other Arlo Pro 2 e-mail account) which took me over a hour to find. Here's a screen shot below from http://my.arlo.com in web browser (similar to iPhone's iOS app):

[Zzzzzzzzzz]

@ant  Thanks for your reply.

From re-reading your posts and other posts that I can find, my sense of dread is growing....

Only the account with the Pro 2's was forced to update. My other two accounts with Arlo Q and Arlo Baby are still in old library app. So, as you've pointed out, that is why my Pro 2 account can't see any of the other cameras, and my other accounts can't see the Pro 2s. I only see one "Home" in my new Android Feed app.

I am afraid to update my other accounts to the Feed app because it seems like it has caused people lots of new problems.

The message board isn't showing your new screenshot. Is the screenshot rom logging into your account from a computer or your app?

So, you can now see two "Homes" for your two accounts, but you still can't see all the cameras all at once. Is that correct? Did you have to somehow manually add back cameras to each account?

With the holidays, I don't have a lot of time right now to try and troubleshoot any issues that will come with with upgrading all my accounts. But on the otherhand, I don't want my other older accounts and cameras to completely stop working while I am away. 

Does anyone know how much longer our older accounts and apps will continue to work?

[ant]

Weird that my screen shot isn't showing in here. https://screenshot.cz/IE/IE1PC/website.png for it again, but not hosted on this server. I didn't have to readd cameras to fix it. However, I did remove and readded an account to reshare because I was trying to figure out why I was missing shared cameras. That didn't fix it for  me. It is only when I noticed two Homes in location that I needed to switch to view cameras. Yes, I'd recommened not to upload accounts to avoid headaches. Upgraded accounts in both web site and apps wasted my time to relearn. It was like buying a brand new product that I wasn't ready for.  Just keep in mind that Arlo IS forcing its users to upgrade to the newer versions. I really wished Arlo gave us a head up notice of this big upgrade and change so we could be ready. Also, it was a bad timing due to the upcoming holidays. 😞

[Zzzzzzzzzz]

@ant 

Thanks for the warning; I will hold off on upgrading other accounts unless someone tells me that everything will stop working soon.... What's the point if we can't see all the devices on one feed or view?

Agreed that they should have given us a warning and not forced an update overnight so that maybe we could have planned it out! 

From a design perpsective, I thought the library format was elegant and mostly pretty much what people needed. Sure, over the years, they've made some details worse, but of all my security cameras apps, it's the most efficient and easy to use. I don't understand the benefit of this new app design. 

I've spent several hours reading the community posts to see if there is some discussion of what people did. Mostly I find posts about people who got new cameras and had to upgrade the app and to a paid plan, merging legacy and new cameras.

I think in those situations when people are in a paid account, the limit of five legacy cameras per account was not an issue. I haven't found any posts discussing what happens with multiple legacy accounts and how to see all cameras and feeds all a once.

If I learn anything new, I'll reply here. Thanks again for sharing what you figured out!

[Edinburgh_lad1]

There are also of issues with the new user interface and I have to say we've all been more than patient with Arlo to address them. Attention to detail is lacking big time for a commercial product and the person in charge of the team has no idea of how to manage it, allowing all those issues to get past quality control if any. Clearly out of their depth. 

The latest one is the spelling mistake, as in the attached photo.

 

[ant]

Edinburgh_lad1, your https://community.arlo.com/skins/images/B9717B7A042887CC9961AEC79529D104/responsive_peak/images/imag... image (unmoderated?) didn't work like mine. I don't understand why our uploaded images never work in this forum. You can upload to http://imgur.com and link it in your post. Arlo can't even get its own forum's image posts to show up. [sighs]

[Edinburgh_lad1]

It's a forum security feature. 

However, my apologies because I misread and actually there isn't a mistake there.

[Zzzzzzzzzz]

@Edinburgh_lad1 

I agree that this new app is not well designed, and the implementation should be reviewed and edited. So needlessly wordy and complicated.

I already dismissed the Modes "Discover" screens (or something like that in my app). It was wordy, uninformative, and read like poor marketing material trying to convince us how great this new app is. Each screen ended in "...." with no way to read the rest of the screen. Huh...?

I was giving myself an anxiety attack last night trying to figure out the app and make sense of what happened, wasting hours that I should have spent taking care of other things. Sigh....

[ant]

I agree with Zzz... (I should be asleep, but can't because of our Arlo issues that caused me to get distracted).

[Camily]

I'm in the same frustrating boat.  Three systems at three different properties and all remain blind to each other despite multiple invitations and re-invitations.  I'm trying to resolve this mostly via Safari web browser and one curiosity I see is that the user interface looks different depending which of the three systems I log into.  Two show the new Feed layout and one shows the older library layout.  Despite those obvious differences, if you click through to the About section, all three identify the same way:   "Version 6.6.8 released December 11, 2025"   Puzzling to me that the same version looks different, on the same computer, depending on which system you log into.  That ignores my real problem though, which is the lost functionality of being able to see and control all of my cameras from a single log-in, whether that log-in is via the IOS App or a web browser.  

[StephenB]

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@Camily wrote:

 Puzzling to me that the same version looks different, on the same computer, depending on which system you log into.  

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Arlo is gradually transitioning everyone from  "Library" to "Feed" and "Dashboard".  The app and browser support both interfaces - which one you get depends on how the account is set up in the Arlo Cloud.  It doesn't depend at all on the app version.  They should complete that process is a couple months (the timing is my guess) and then they will drop the "Library" interface.

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@Camily wrote:

I see is that the user interface looks different depending which of the three systems I log into.  Two show the new Feed layout and one shows the older library layout.  

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The shared camera feature only works if all the accounts use the same interface - either all showing "Library" or all showing "Feed".

You can't migrate from "Feed" back to "Library", but you can migrate from "Library" to "Feed".  The hack is to go into "add device" and start to add a Pro 5s camera.  The process will fail w/o the camera, but the account will be migrated to "Feed" before you get stuck.  There is some missing features in "Feed" - in particular custom modes.  So there is a downside to migrating.

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@Camily wrote:

That ignores my real problem though, which is the lost functionality of being able to see and control all of my cameras from a single log-in, whether that log-in is via the IOS App or a web browser.  

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 Each account shows up as its own location in the app.  If you press the profile icon in the top left of the app, you can see the locations listed there.  By default they are all called "Home", so you do need to rename them to avoid confusion.

Unfortunately you cannot see all locations in the same feed (or on the devices page, or on the dashboard).  You need to switch locations.  Several screens have the location name in the top center (Feed does), and you press that name to switch.

[Camily]

That's helpful, I *assumed* something like that must be going on in the background, so many thanks.  

Your observations are consistent with my current outcome, which is that out of my in three-different-places Arlo systems and their unique profiles, I have now been able to invite and see between two of them.  The third, which I've been working on for hours but which remains in its own silo, is the only one of the three that still shows as Library instead of Feed.  I think you've made clear that I'll never be able to link that to either of the Feed profiles so I'll quit trying.

I'm now considering whether to just force the Feed update on that one final Library profile or not.  As you point out, there are tradeoffs including potential negative tradeoffs to doing that.  Plus I prefer the easy visibility of the Library approach in the first place.  But since that Library profile is going to go Poof sooner rather than later anyway, I guess the time has probably come to just make the leap.

Multiple peripheral oddities I've observed.  There is no explicit "accept" option visible on the one successful Invite and Accept cycle I've been able to achieve so far.  You just click on the invite email, log into the invited account, and then if you know where to look, the access is (at least possibly) there.  An explicit, "XYZ has invited you, click this button to say Yes and hit this other button to say No Thanks" would seem both simple and helpful, especially with the swirl of other potentially confusing issues already at play.

I wish the widgets for all cameras, including those (1) native to a Profile and (2) those now visible within the Profile by virtue of an invitation and acceptance, could all be placed in a single Dashboard.  That would go a long way to restoring at least part of the (a) ease of function and (b) ease of visibility attributes that were huge pluses in the old Library ecosystem, but which are largely lost so far in the new Feed paradigm.

On we go, thanks again for the help.  🙏

[Camily]

Worth one more post since it may help someone else.  I did the Pro5s Camera force to update the one remaining Library based Arlo Profile that we have.  I just started the process and then bailed out once it started looking for the camera.  Landing back in that Profile I could see that it had updated.  Hello Feed, so long Library.  More surprising to me was that the old invitation to that profile was, in the background, automatically accepted and running.  So I've go access to all three sets of cameras, that all live in different places, now back and observable via a single Arlo Profile on both the IOS App and via a web browser like Safari.  So that's a win, haven't had that for a long time.  I assume now in retrospect that I lost that functionality back whenever the first of my three Arlo Profiles automatically updated to the Feed based user interface.  

[ant]

Nice. I just wished I could see both of my locations' cameras (two different accounts) in one screen instead of having to switch between location to see them. 😞

[BrookeN]

@ant if you want to create a new post regarding the locations, I can send it to the development team as a feature request. 

[ant]

@BrookeNYes, please. Also, where is the old feedback forum?

[BrookeN]

Let me know when you create that new post so I can be on the lookout for it. I am unsure what you are referring to for a feedback forum, this whole community is a feedback forum. Are you referring to something different?