topic Re: Unable to log into account in Arlo Pro

Unable to log into account

SAbbott — Fri, 31 Dec 2021 23:57:25 GMT

Multiple times a day I log into my arlo camera feeds to see what's happening on my property. 3 days ago, mid day check, I suddenly couldn't log on anymore. I tried my iPad, iPhone and then went to my Mac desktop. In every case, after I enter my email and password I get the error message "Oops, an error has occurred. Try again" On every device I suddenly get this message. I tried to reset my password and after entering my email address I instantly see the error "Timed Out Request". I am running the latest App software and keep all my devices up to date on OS updates. Any solution to this?

Re: Unable to log into account

Dannybear — Sat, 01 Jan 2022 01:04:40 GMT

Do you still receive notifications on your mobile devices?
Do you have have special characters used in the login email address? (don’t post it here)
If someone has hacked your account credentials and changed them then you will need to contact arlo support for assistance.

Re: Unable to log into account

SAbbott — Sun, 02 Jan 2022 01:25:12 GMT

I do receive notifications still.

I don't have any special characters in my email address. When I contacted support, they won't help me unless I pay for a subscription.

Re: Unable to log into account

Dannybear — Sun, 02 Jan 2022 03:26:14 GMT

If you have a mobile with the arlo app installed you should be able to access the account credentials in the password page of the mobile for arlo app.
Btw, You’re not confusing the arlo account credentials with the arlo community credentials?
What error did you get when it first started? Was it that your password needed to be entered again?

Re: Unable to log into account

jguerdat — Sun, 02 Jan 2022 15:11:24 GMT

@SAbbott wrote:

I do receive notifications still.

I don't have any special characters in my email address. When I contacted support, they won't help me unless I pay for a subscription.

AN option is to sign up for a sub, contact support and then unsubscribe when done. A prorated refund will be sent.

Re: Unable to log into account

SAbbott — Sun, 02 Jan 2022 22:54:23 GMT

I do understand the different between the account credentials and community credentials. There was no issue logging into this community

It's the actual account that one needs to actually view the feed on the cameras that was working in the morning, and then simply stopped a week ago now. There was no change on my part. The response when I try to log onto the Arlo app on my phone or iPad is identical to the one I get on my desktop Mac. When I type in my password on any of these three devices, the error comes up: "Oops. An error occurred. Try again later"

Attempts to simply reset my password either in the app on the phone or tablet or on the desktop results in the immediate error: "Request timed out". And I mean immediately. There is no pausing. It simply just fails.

There was a red box that popped up a fraction of a second before the orange "Timed out error" message occurred. I was finally able to get a copy of that. And that reads: Http failure response for https://ocapi-app.arlo.com/api/auth: 0 Unknown Error

I researched that error code here and none of the provided solutions folks posted were either applicable to me or worked. The only one that gave me a sliver of hope was the person who said after 2 weeks, without any change on their end, it suddenly just started working again.

What the point of having a security system is you can't view the footage?

Re: Unable to log into account

Dannybear — Sun, 02 Jan 2022 23:52:36 GMT

I have been battling a similar login issue in recent weeks where I have to re-enter my password when opening the app on iPhone.
I have put this down to accessing a broken arlo server from time to time when I open the app.
This has also been observed in the past with offline issues that go away mysteriously after a few weeks.
The only conclusion I see is that arlo lacks effective regional monitoring of servers and probably the reason for the latest spate of live view timeout errors.
Not having access to your arlo system is understandably frustrating, and forcing you to pay arlo to fix an issue on their equipment is very poor customer relations.

Re: Unable to log into account

Retired_Member — Sat, 29 Jan 2022 16:59:56 GMT

I've experienced login/authentication issues the last 3 days. Nothing has changed on my end (i.e., password, means of notification - phone number & email address, etc.) since these have remained the same for some time. Cleared the cache, etc. and still no success since the notification (for authentication) that I trigger as part of the login from Arlo website is not arriving as a text or email - simply nothing! Whereas, my phone number was my default means of notification I can no longer see this as an option.

Ironically, I was able to create this comment account using the very same credentials.

What gives Arlo?

Re: Unable to log into account

Dannybear — Sun, 30 Jan 2022 01:52:56 GMT

@Retired_Member,

I have seen some changes to the login issues I get multiple times a day that seem to indicate that the login devices id’s are being matched between the arlo account and the forum accounts within the arlo app. Hence when I login by opening the app on iPhone it fails to recognise my arlo login as it is likely providing my forum credentials instead.
If the issue is in the arlo servers and the matching is being done there then it might be ass about credentials being requested.

Re: Unable to log into account

cruzo406 — Tue, 08 Feb 2022 06:33:33 GMT

I have had this web login problem for maybe a year now. I have a subscription and No help from Arlo or anyone, nor any working solution on the community chats. I cannot login using my laptop. Tried Chrome, Firefox, Edge and iexplorer. same error. I can login fine with Arlo app using my iPhone, my wifes Samsung tablet, and my daughters Mac.

I have also tried clearing cookies and everything. I tried using incognito and nothing.

Arlo service or the lack of, cannot be worse.

Re: Unable to log into account

Dannybear — Tue, 08 Feb 2022 07:31:23 GMT

@cruszo406

Using your mobile app take a look at your primary device settings.
Go settings/profile/login settings/2FA and edit to change the method if required.
You’re mobile if selected as primary should get push notification to trust when you login from a browser.

Re: Unable to log into account

cruzo406 — Tue, 08 Feb 2022 18:12:44 GMT

Thanks Danny,

By 2FA you mean Two-Step Verification?

When I go to this setting, my cell phone is selected as primary.
The error I get when trying to use my web browser is (Http failure response for https://ocapi-app.arlo.com/api/auth: 0 Unknown Error)

Re: Unable to log into account

Dannybear — Tue, 08 Feb 2022 21:03:42 GMT

There have been plenty of past reports identifying the arlo servers as a cause of the issue. The arlo system status reports no issues currently but historically it only gets updated after it’s resolved.
Problem is if it’s a regional server issue then you will have to wait until enough users complain to arlo support to have this looked at.
@JamesC may be able to comment further.

Re: Unable to log into account

cruzo406 — Wed, 09 Feb 2022 07:34:15 GMT

Thanks. Its just strange that my laptop is the only device that doesn't allow me to login to the dashboard.

Re: Unable to log into account

ShayneS — Mon, 14 Feb 2022 16:29:03 GMT

Are you still experiencing this issue?

Re: Unable to log into account

cruzo406 — Sat, 19 Feb 2022 17:50:05 GMT

Hi, I just tried and it WORKS !!!! I guess the problem has been something at Arlo all along ! I went an entire year without being able to login using my computer. Thanks !

Re: Unable to log into account

cruzo406 — Thu, 26 May 2022 05:13:38 GMT

Well, after it started working, not its back again NOT working. Arlo Team, you have serious issues !

Not Chrome nor Edge work to view videos !!!!! I can only see videos on my iphone.

Re: Unable to log into account

StephenB — Thu, 26 May 2022 10:44:38 GMT

@cruzo406 wrote:

Well, after it started working, not its back again NOT working. Arlo Team, you have serious issues !

Not Chrome nor Edge work to view videos !!!!! I can only see videos on my iphone.

Are you saying you can now log in, but cannot see recordings?

What cameras do you have?

Are you seeing recordings in the library, but cannot play them in the browser? Or are you seeing an empty library?

Re: Unable to log into account

PM2b — Fri, 15 Jul 2022 22:11:38 GMT

Hi Arlo,

I am having a similar problem and there is no way to contact any support. When I call your number (408-638-3750) there is a message saying to log in to the app and then go to settings to contact support. However, if you can't log in to the app there is no way to reach anyone. There is nothing on your website. The Chat is not monitored by any person.

My phone app gives an error message saying there is no internet service (which is incorrect). When I try to log in through my computer, I can get as far as seeing my information but cannot log in to the dashboard. I get an error message saying "request timed out" and "http failure response".

What am I supposed to do? I have a doorbell but no way to see what is happening.

Re: Unable to log into account

Dannybear — Sat, 16 Jul 2022 00:20:08 GMT

Regards the desktop access, start by using incognito window to access the web portal, you will need to select email from the 2fa’s choose another method to complete the login.
Then go to settings and click on arlo support for your contact options.