topic Re: Error message when trying to start my new system. in Arlo Pro

Error message when trying to start my new system.

Biggamefish — Thu, 09 Mar 2017 17:40:15 GMT

I keep getting this ( com.netgear.android.LOGIN_SSO_NO_ARLO_ACCOUNT when trying to start my new system. I have an account and tried again then it just said try again.

Any help would be great.

Re: Error message when trying to start my new system.

jguerdat — Thu, 09 Mar 2017 17:40:31 GMT

App or browser? Have you tried the other? For the app, try rebooting the phone and reinstalling the app. If you're using a browser, try a different one.

Re: Error message when trying to start my new system.

Monicau — Thu, 16 Mar 2017 16:41:11 GMT

I have the same problem. Have tried all of the alternatives, but it still will not work.

Re: Error message when trying to start my new system.

jguerdat — Fri, 17 Mar 2017 11:03:38 GMT

Try power cycling g your router and base, in that order.

Re: Error message when trying to start my new system.

Monicau — Fri, 17 Mar 2017 17:00:54 GMT

Done that. Still doesn't work.

Re: Error message when trying to start my new system.

jguerdat — Sat, 18 Mar 2017 12:17:07 GMT

What are the LEDs showing? Dunno if it would help but try resetting the base using the reset button until the LEDs flash amber and try again. If no luck, open a case with support.

Re: Error message when trying to start my new system.

JKSH — Wed, 22 Mar 2017 01:33:18 GMT

I had a similar problem.

My background

I've had a Netgear account since 2011.
I changed my Netgear account's email address last month (February 2017).
I bought an Arlo Q this week (2017).
- When I installed the Android Arlo app and logged in, it said it found a Netgear account, but

Issue description

I used the Arlo app to set up my new Arlo Q -- entered my WiFi details, pressed the "Sync" button, and scanned the QR code. The Arlo Q chimed when I scanned the QR code. The app showed me its serial number, and gave me the option to set its name.

However, when I clicked "Continue", the app threw an exception (in other words, it produced an error message): com.netgear.android.LOGIN_SSO_NO_ARLO_ACCOUNT

Solution

I closed the app and used Google Chrome instead to do the same setup. The website is https://arlo.netgear.com/#/login (NOTE: The website doesn't work on mobile phones/tablets by default. You need to either ask your mobile browser to request a "Desktop version" of the site, or you can use a desktop PC to setup your camera).

This time, after setting the Arlo Q's name, I clicked "Continue" and everything worked.

Analysis

The error message says "LOGIN", "SSO" (which stands for "Single Sign-On"), and "NO_ARLO_ACCOUNT". It sounds like something went wrong when Netgear's database tried to associate my new Arlo account with my existing Netgear account.

Perhaps something in Netgear's server database wasn't updated correctly when I changed my email address last month?

It's concerning that the setup process worked on the website but failed on the Android app. Aren't they supposed to do the same thing?

Could Netgear's IT team please investigate? Other people could be experiencing the same issue.

Re: Error message when trying to start my new system.

JamesC — Tue, 28 Mar 2017 20:31:30 GMT

JKSH,

Thanks for the detailed description. I have not been able to replicate but I will escalate this topic for further investigation. Please let me know if you continue seeing this error.

JamesC