topic Re: New iPhone won't connect to Arlo app in Arlo Pro

New iPhone won't connect to Arlo app

sarahannclark5 — Sat, 28 May 2022 01:57:04 GMT

Every time I try to add my new iphone 13 pro to the arlo app it says "There was a problem trusting this device. Try again." I have tried everything I can think of with uninstall and re-install. Deleting the app off my old phone. Anyone else have this same problem?

Re: New iPhone won't connect to Arlo app

Dannybear — Sat, 28 May 2022 02:50:13 GMT

It is likely that the login is being blocked by the arlo two factor identification requirement. It is likely that the request is still being sent to your old phone.
If you go onto the arlo web portal you can choose another method such as email to receive the request to trust your new phone.

Re: New iPhone won't connect to Arlo app

drowlett — Sat, 28 May 2022 13:17:29 GMT

I am having the same issue. I’ve deleted/reinstalled the app, restarted the phone, deleted the old phone as a trusted device, tried both SMS and email for the 2-step verification process and NOTHING works.

Re: New iPhone won't connect to Arlo app

mcbrewer6 — Sat, 28 May 2022 13:43:41 GMT

I am seeing the same thing. I am using a replacement iPhone 7 as my old iPhone stopped working. I restored the old phone to the new one from a backup. Arlo wouldn't trust the device. I removed the old trusted iPhone, reinstalled the app several times, cycled power to the base station. Nothing seems to allow the new iPhone to be trusted. There seems to be no way to get past the trust device stage.

Re: New iPhone won't connect to Arlo app

Grenn — Sat, 28 May 2022 17:32:05 GMT

I’m having the same problem with my new IPhone13. I can’t get past the Trust screen. I’ve tried everything suggested. HELP!

Re: New iPhone won't connect to Arlo app

Dannybear — Sun, 29 May 2022 02:57:37 GMT

While this could be related to a arlo backend issue. Have a read of arlo two factor requirements.

https://kb.arlo.com/000062580/What-is-a-trusted-device

Re: New iPhone won't connect to Arlo app

mevdokimov — Sun, 29 May 2022 03:31:14 GMT

I just got the iPhone 13 Pro, and having the exact same problem as you describe. Every time I try to add my new iphone 13 pro to the arlo app it says "There was a problem trusting this device. Try again." If anyone has a fix, kindly share. Thanks in advance!

Re: New iPhone won't connect to Arlo app

JNFriesen — Sun, 29 May 2022 14:45:41 GMT

I can’t get it to trust my new iPhone 12 either. This is disappointing. I have deleted the app, used an alternate verification source and still, it won’t text my new phone or trust this device.

Re: New iPhone won't connect to Arlo app

drowlett — Sun, 29 May 2022 14:57:45 GMT

In an effort to be able to view the cameras on my new phone, I decided to choose “don’t trust” this device and the app loaded then with no issues. So my new phone isn’t a trusted device but I’m able to do two-step verification either via text or email. Seems to be working fine so far.

Re: New iPhone won't connect to Arlo app

JNFriesen — Sun, 29 May 2022 15:33:27 GMT

That worked! Two out of three cameras are viewable. I can resync the third and be good! Thanks for the help!

Re: New iPhone won't connect to Arlo app

JamesC — Tue, 31 May 2022 17:15:50 GMT

I've escalated this topic, we're currently reviewing reports of this issue and will provide an update once we know more.

JamesC

Re: New iPhone won't connect to Arlo app

AmyCee — Sat, 04 Jun 2022 18:02:15 GMT

Same!! New iPhone 13 isn’t a “trusted” device.
So frustrating!!!

Re: New iPhone won't connect to Arlo app

danbo83 — Sun, 05 Jun 2022 11:56:29 GMT

Same issue. I can't get the app to trust my new iphone SE.

I've tried all of the above suggestions.

Not working.

Re: New iPhone won't connect to Arlo app

danbo83 — Sun, 05 Jun 2022 13:52:20 GMT

I figured it out!

When the app asks you to "trust this device" you have to click "Don't trust" and then it instantly started working.

Re: New iPhone won't connect to Arlo app

AmyCee — Sun, 05 Jun 2022 18:31:59 GMT

Yes!! I tried that out of desperation and it worked!! Just signed in to let others know when I read your reply. It is counterintuitive to say DON'T trust this device, but I am just happy it's working!!😀

Re: New iPhone won't connect to Arlo app

JamesC — Thu, 16 Jun 2022 21:23:22 GMT

This issue has been resolved. Please authenticate and attempt to trust your new iOS devices again and let us know if you still experience any issues.

Thanks,

JamesC