topic Re: Fingerprint login not working with new app in Arlo Pro

The finger print login is missing

prkfreds — Thu, 12 Sep 2019 20:55:08 GMT

What happened to the finger print log in? I went in and changed profile but it still wants log in information typed in. What am I missing? The old app listed the e-mail and you just used finger print. Now you have to put it all in.

The finger print login is missing

Davn8r — Thu, 12 Sep 2019 20:55:20 GMT

I just installed the new Arlo app and removed my old one but the new app isnot giving me the option to log in with my fingerprint like the old one did. Is anyone else having this issue?

The finger print login is missing

StephenB — Thu, 12 Sep 2019 20:55:38 GMT

Fingerprint log on is still working for me.

The finger print login is missing

Davn8r — Thu, 12 Sep 2019 20:55:49 GMT

After about 6 or 7 logins I was finally promted for the fingerprint - not sure why the delay...

Fingerprint not working

Dfaulkner — Tue, 17 Sep 2019 18:49:40 GMT

Fingerprint login does not work in New Arlo app. Yes it is turned on in the app. It allowed me in the old app. Does not come up in New app.

Re: Fingerprint not working

ShayneS — Tue, 17 Sep 2019 18:50:44 GMT

Hi @Dfaulkner

Is this occurring on an iPhone or android device?

Which version of the Arlo Mobile app are you using?

The finger print login is missing

Jag4z — Wed, 18 Sep 2019 17:26:21 GMT

Fingerprint login worked with previous Android Arlo App. Just installed Android Arlo App v2.8.1; fingerprint login is not working with this version. S9 and Android version 9.

Re: The finger print login is missing

ShayneS — Wed, 18 Sep 2019 17:47:35 GMT

Have you double checked to see if the setting is enabled with the new app? I have provided the instructions here How do I log in to the Arlo app using fingerprint or face authentication?

Re: The finger print login is missing

Jag4z — Wed, 18 Sep 2019 18:10:26 GMT

Yeah, I already did that. I checked it again, the fingerprint setting is turned on.

This is really inconvenient. Can we go back to the older version, at least it was functional in this regard?

There are a couple of different threads on this issue. Is there a case number that can be followed?

Re: The finger print login is missing

ShayneS — Wed, 18 Sep 2019 18:32:23 GMT

@Jag4z

My Note 9 & Iphone 6s seems to be working fine with the fingerprint login, have you tried to remove & re-install the new app?

You may also contact customer support regarding this issue. I have attached the link here for you - Arlo Tech Support

Re: The finger print login is missing

Jag4z — Wed, 18 Sep 2019 19:11:00 GMT

Yeah, I did that too. Uninstall and reinstall didn't change anything.

I tried the support link, but I've been waiting in the chat queue for quite a while. "Chat available", but no one is answering?

Fingerprint login not working with new app

joeg86 — Thu, 19 Sep 2019 14:56:12 GMT

Having downloaded new app and removed the old one, I am unable to use login using fingerprint. It worked fine in old app. Fingerprint is turned on.

My android version is 6.0.1 and the arlo version is 2.8.1_25875

I have tried disabling fingerprint and then re enabling but no luck. What else should I try to get it working?

Re: Fingerprint login not working with new app

TomMac — Thu, 19 Sep 2019 15:02:04 GMT

It's working on my S7/os 8x ... I'd un-install and reinstall the app.

Re: Fingerprint login not working with new app

joeg86 — Thu, 19 Sep 2019 15:10:56 GMT

Just Uninstalled and re installed. Still having the same issue. I am using a oneplus2

Re: Fingerprint login not working with new app

ShayneS — Thu, 19 Sep 2019 16:59:28 GMT

Hi @Jag4z @joeg86

Can you provide a bit more detail regarding what happens when you press your finger to the phone and login?

Does the login screen have a spinning circle or does it say successful, then display a white screen?

Are you using the new Arlo app version 2.8.1?

Re: Fingerprint login not working with new app

joeg86 — Thu, 19 Sep 2019 17:04:55 GMT

I am using 2.8.1

It worked on previous version. When pressing my finger down on fingerprint scanner, nothing happens in app screen. It doesn't get that far.

My fingerprint scanner still works as that's how I unlock my phone.

Re: Fingerprint login not working with new app

Jag4z — Thu, 19 Sep 2019 17:34:32 GMT

Hi Joeg86,

My experience with 2.8.1_25875 was exactly as you described it. As you mentioned: the last version worked with out any issues regarding the fingerprint login.

I have a S9 with android version 9.

Re: Fingerprint login not working with new app

Jag4z — Thu, 19 Sep 2019 17:57:17 GMT

Hi ShayneS,

FYI, There is no finger print login option displayed, as there was on the old version. The only screen that is displayed with the new arlo app is the regular login screen. it seems as if the "Log in with Fingerprint" enable in Profile/Login Settings isn't doing anything.

Re: Fingerprint login not working with new app

Jag4z — Thu, 19 Sep 2019 18:25:20 GMT

Hi ShayneS,

I just talked with support on the phone. We got the fingerpint login working by first disabling the current finger print and facial recognition feature in android's Biometrics and Security. Then restart Arlo, and the option to enable finger print will appear. I hope this helps, I'm sure that there will be more detailed instructions provided by support.

Re: Fingerprint login not working with new app

ShayneS — Thu, 19 Sep 2019 18:32:09 GMT

@Jag4z

That is great news!

I am glad you were able to resolve this.