Issues with Secondary User Access to Local Storage and Dashboard on New SmartHub

[JAGS]

Hello Arlo Support,

I’m reaching out since I can't find any way to email Arlo Support or create a Trouble Ticket and the chat help was worthless; regarding some issues we’re experiencing with multiple user accounts on the new Arlo SmartHub.

Setup Overview:

• We have a Master account with full admin rights and active Arlo Secure subscription.

• We share access with secondary user accounts, both set as Admin.

• The new SmartHub is configured with local USB storage for video recordings.

Issues Observed:

1. Secondary user accounts (even though Admin) do not see the local storage recordings or dashboard controls available on the Master account.

2. On secondary accounts, the app sometimes behaves as if it’s a fresh setup, asking to subscribe to Arlo Safe and not reflecting the existing SmartHub storage.

3. Master account supports simultaneous multi-device login with no issues.

4. Secondary accounts seem to have cloud-only access, no local feed or settings visibility.

5. Reinstalling apps and verifying roles did not resolve the issue.

Additional Context:

We are trying to get the system fully functional for both users so that we can completely move away from the subscription service and rely solely on local storage.

Questions:

• Are there known restrictions or changes affecting local storage access for shared users on the new SmartHub?

• Is it expected that only the Master account can manage the dashboard and local recordings?

• Is there a recommended way to enable full local storage access and dashboard visibility to secondary Admin users?

• Has Arlo introduced any new subscription or sharing policy affecting this behavior?

Any guidance or solutions to allow shared users full functionality on the SmartHub would be greatly appreciated.

Thanks,

[StephenB]

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@JAGS wrote:

1. Secondary accounts seem to have cloud-only access, no local feed or settings visibility.

 This is expected behavior.  Local recordings are only available using the master account credentials (and are not available in my.arlo.com).  Nothing new here, it has always been this way.

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@JAGS wrote:

We are trying to get the system fully functional for both users so that we can completely move away from the subscription service and rely solely on local storage.

Then you both should use the master account credentials.