topic Re: Internal Service Failure in Features

Internal Service Failure

jmowery007 — Mon, 12 Dec 2016 22:45:32 GMT

Trying to run the Arlo app on a Samsung s5 phone running Android 6.0.1 (latest release)

When selecting the Arlo app it displays login screen, but before you can enter any information you get the following error:

"Internal Service Error"
"An internal error occurred. This can be caused by a lack of network connectivity. Please make sure you have a good network connection"

When you press OK to acknowledge the error a screen flashes that says "App not owned" then aborts the app and returns to the phone screen.

I have done the following:

1. uninstalled the app

2. cleared cache

3. rebooted phone

4. reinstall app

all to no avail. Called Arlo support and after spending 1.5 hours ON HOLD got a tech that said no one has ever reported this before, we can't really help you. I suggest you do a factory reset on your phone. WHAT??? Seriously??? Finally convinced the tech to open a support tech for engineering. They said someone might get back to me in 5 days or so. Again, what??? seriously???

Phone has good celluar connection, good network connection.

Anyone seen this before or have any suggestions on what to try next?

Regards,

Jim

Re: Internal Service Failure

TomMac — Mon, 12 Dec 2016 23:16:35 GMT

Seems like you've done the things i would have said...

Sometimes, not all OS and devices work up well with the app. The phone MUST be on the same network as Arlo during setup...later it doesn't matter.

Were u setting up on 3g/4g?

Only other thing I can think of is...

1) set up on a PC to make sure the system is actually working.

Keep following up with Netgear for an answer.

Re: Internal Service Failure

steve_t — Tue, 13 Dec 2016 00:52:33 GMT

A quick google search finds this error comes up on Android due to another app being a problem. You don't happen to have Amazon Appstore or another amazon app on your phone do you?

Re: Internal Service Failure

jmowery007 — Tue, 13 Dec 2016 01:27:54 GMT

Already was setup and running from PC (Windows10) as well as iPhone 7. No problems with them, only Android. And I can't believe I'm the only person to ever see this issue! Support must not have a good KB.

Re: Internal Service Failure

jmowery007 — Tue, 13 Dec 2016 01:29:59 GMT

I do have Amazon App Store, in fact that's the site that Arlo recommends getting the app for the phone from! If you go to the login page on an Android phone it brings you to a page that says load the app, get it here! I did a google search and didn't find what you did, I'll try that again though. Thanks.

Re: Internal Service Failure

jmowery007 — Tue, 13 Dec 2016 01:56:25 GMT

Issue resolved. Uninstalled Arlo (again!), Uninstalled Amazon apps, cleared cache, rebooted phone, then loaded app from Google store instead of Amazon. Worked!

Re: Internal Service Failure

steve_t — Tue, 13 Dec 2016 01:56:45 GMT

Yeah, try force stop and clear the cache for Amazon App store. Failing that, uninstall it

Re: Internal Service Failure

jguerdat — Tue, 13 Dec 2016 13:53:44 GMT

Not sure why you'd want to get the app from the Amazon store since it may well not be the latest version.

Re: Internal Service Failure

jmowery007 — Tue, 13 Dec 2016 14:19:08 GMT

When you go to the Arlo site from your mobile device it gives you three options to download the app. 1) Apple (which obviously doesn't work for Androids), 2) Google, or 3) Amazon. I checked Google and Amazon and they are the same version.