topic Re: Unable to Login, T-Mobile Home Internet in Arlo Pro 2

Unable to Login, T-Mobile Home Internet

bobchan — Sun, 26 Jun 2022 00:48:22 GMT

For the last several days, I have not been able to login to either my.arlo.com or the Android application when connected to my home internet service, provided by T-Mobile (note this is not mobile or "hotspot" service - it's actual home internet with a provided gateway/router that I am connecting to via WiFi or ethernet). I have tried multiple browsers and devices and have cleared cache, etc., the results are always the same:

Android App: "Oops an error has occurred. Try again."

Web: "The request timed out", which covers a banner that reads "Http failure response for https://ocapi-app.arlo.com/api/auth: 0 Unknown Error"

Both these messages appear instantaneously - the requests are not actually "timing out". In the browser, the console shows CORS related errors.

When I disconnect my phone from WiFi and connect to 5G (which, interestingly, is also T-Mobile), I am able to login. Subsequently connecting back to WiFi, I can continue using the app. Presumably this will work until the authentication token expires.

Re: Unable to Login, T-Mobile Home Internet

StephenB — Sun, 26 Jun 2022 10:59:29 GMT

@bobchan wrote:

For the last several days, I have not been able to login to either my.arlo.com or the Android application when connected to my home internet service, provided by T-Mobile (note this is not mobile or "hotspot" service - it's actual home internet with a provided gateway/router that I am connecting to via WiFi or ethernet). I have tried multiple browsers and devices and have cleared cache, etc., the results are always the same:

Android App: "Oops an error has occurred. Try again."

Web: "The request timed out", which covers a banner that reads "Http failure response for https://ocapi-app.arlo.com/api/auth: 0 Unknown Error"

Both these messages appear instantaneously - the requests are not actually "timing out". In the browser, the console shows CORS related errors.

I happen to have this service running (testing it), but my Arlo system is currently connected to my normal broadband service. When I just connected my PC to the T-mobile gateway's wifi, I was able to log into my.arlo.com with no errors using Chrome. The push notification was sent to my iPhone (which was not using T-mobile at all), and then clicking on "trust" worked as is usually does.

Have you tried restarting their gateway?

Re: Unable to Login, T-Mobile Home Internet

bobchan — Thu, 14 Jul 2022 02:16:25 GMT

I haven't manually restarted the gateway recently, because I'm experiencing no other issues with the service. I can certainly try if you think it will help, but I'm doubtful.

Searching for this thread I found someone with a similar complaint - ultimately they just re-setup their cameras and it worked, so maybe I'll give that a try. There wasn't much technical detail in the thread, though.

T-Mobile ISP does a few things different regarding Network Address Translation and IPv6, so I was thinking that might be the issue.

Re: Unable to Login, T-Mobile Home Internet

StephenB — Thu, 14 Jul 2022 11:12:10 GMT

@bobchan wrote:

T-Mobile ISP does a few things different regarding Network Address Translation and IPv6

Yes, it does (most mobile broadband solutions do, and even some fiber/cable services are using CGNAT). One consequence is that port forwarding isn't possible.

But I can log into the Arlo Secure App when my iPhone is connected to the T-Mobile wifi (with mobile data off). My Arlo kit is connected using my normal ISP, but I don't think that affects the ability to log in.

Re: Unable to Login, T-Mobile Home Internet

bobchan — Sat, 16 Jul 2022 15:59:02 GMT

Similar to the other user who posted about this, connecting to a VPN allows me to login. As I recall from some related reading, the VPN forces me onto IPv4 whereas T-Mobile ISP is natively IPv6. But I'm not a networking engineer, so I don't truly know what the implications are.

Re: Unable to Login, T-Mobile Home Internet

StephenB — Sat, 16 Jul 2022 16:40:28 GMT

@bobchan wrote:

Similar to the other user who posted about this, connecting to a VPN allows me to login. As I recall from some related reading, the VPN forces me onto IPv4 whereas T-Mobile ISP is natively IPv6. But I'm not a networking engineer, so I don't truly know what the implications are.

Odd, as I can log in w/o a VPN, and haven't done anything special.

Their network core is IPv6, but they do advertise IPv4 (and route it differently). But there are some other things that VPNs often do - for instance, they generally replace the ISP's DNS servers with their own.

You could test disabling IPv6 in your PC, and see if that works w/o the VPN.