topic Re: Internal error while naming camera in Arlo Essential Wire-Free Cameras

Internal error while naming camera

Chabina — Mon, 04 Oct 2021 15:15:05 GMT

I'm setting up a new camera (1st of 2) using the app on a android device. I'm able to sync the camera but when I try to name it I get an "internal error" and can't contine. I've tried restarting the phone & uninstall & reinstall the app. I was able to do it before but when I deleted the device & tried to re-add it I got the error. Any ideas?

Re: Internal error while naming camera

StephenB — Tue, 05 Oct 2021 11:35:12 GMT

Is there something unusual in the name you are using?

Re: Internal error while naming camera

Chabina — Tue, 05 Oct 2021 12:12:51 GMT

No... driveway

Re: Internal error while naming camera

StephenB — Tue, 05 Oct 2021 12:15:42 GMT

Maybe try adding the camera with my.arlo.com with a PC browser.

Re: Internal error while naming camera

Firefighter1828 — Fri, 08 Oct 2021 22:37:07 GMT

Having same issues. Did you get any answers?

Re: Internal error while naming camera

JamesC — Mon, 11 Oct 2021 16:11:30 GMT

Frustratedgail,

Do you see the same behavior if you try to add the camera using the web client?

JamesC

Re: Internal error while naming camera

Firefighter1828 — Mon, 11 Oct 2021 16:16:45 GMT

I've tried different browsers, and wifi networks. Same results. App finds camera but get" internal error " when trying to name it.

Re: Internal error while naming camera

JamesC — Mon, 11 Oct 2021 20:30:11 GMT

Try onboarding the camera without adjusting the name. Does it allow the camera to come online?

JamesC

Re: Internal error while naming camera

Firefighter1828 — Mon, 11 Oct 2021 20:43:38 GMT

App will not allow me to continue unless I name camera.

Re: Internal error while naming camera

JamesC — Mon, 11 Oct 2021 21:38:13 GMT

Firefighter1828,

I will send you a private message to gather more information.

JamesC

Re: Internal error while naming camera

Flahekm — Wed, 13 Oct 2021 02:15:52 GMT

Same thing for me. I cannot name my first camera anything without getting the Internal Error message

Re: Internal error while naming camera

Michaelvr — Sun, 17 Oct 2021 23:06:32 GMT

I have the same issue. Any workaround to fix this issue?

Re: Internal error while naming camera

Flahekm — Tue, 19 Oct 2021 02:55:39 GMT

After a couple of chats with tech support, we established that my unit was refurbished, so the Arlo team had to wipe the old unit completely to remove the previous owner's registration. Once they did this, it installed immediately. Not sure if yours is refurbed, but you may want to get in touch with tech support either way

Re: Internal error while naming camera

Michaelvr — Wed, 20 Oct 2021 10:29:15 GMT

After 3 days sending emails and contacting arlo support i didn't receive any response from them. Really disappointed.

Re: Internal error while naming camera

Flahekm — Wed, 20 Oct 2021 12:22:32 GMT

I never received any response to my emails either. I found success in going through the support chat feature inside the Arlo app..... they were very responsive there

Re: Internal error while naming camera

Firefighter1828 — Wed, 20 Oct 2021 16:04:27 GMT

What did you have to do to get past internal error while naming camera?

Re: Internal error while naming camera

Flahekm — Wed, 20 Oct 2021 16:12:59 GMT

Nothing was working that I tried or was told to try. The community manager never reached out or replied either, so I contacted tech support directly through the chat in the Arlo app. Once we figured out that my device was a refurb, the techs had to wipe my device to remove the previous registration info. Once tech support did that, I did not get the Internal Error message again. Do you know if your device is a refurb?

Re: Internal error while naming camera

Firefighter1828 — Wed, 20 Oct 2021 16:18:51 GMT

I do not know. This is a replacement they sent me.

Re: Internal error while naming camera

Flahekm — Wed, 20 Oct 2021 16:20:44 GMT

I wouldn't think it would be, but I'm no expert on this stuff. You're still getting that internal error on the replacement unit, when you try to name it? If so, I would be on with tech support to have them figure out what's going on

Re: Internal error while naming camera

JamesC — Wed, 20 Oct 2021 18:44:19 GMT

The development team is investigating reports of this issue. I will provide an update as soon as we have more information to share. If you have a ticket open with the support, I encourage you to follow up for a status update.

JamesC