topic Re: There was a problem trusting this device in Arlo Pro 3

There was a problem trusting this device

DFH3 — Sun, 23 Jan 2022 20:00:05 GMT

I am trying to log in with a phone that already is setup with Shared access (and has been for months). After logging in, when prompted on the primary account phone - "approve" is selected. Then when selecting "Trust Device" on the affected phone, tjhe following message comes in in a red banner at the top: "There was a problem trusting this device" - please advise.

Thank you!

Re: There was a problem trusting this device

jguerdat — Mon, 24 Jan 2022 14:20:05 GMT

Check Settings, Profile, Login Settings, Two-step Verification. You may need to remove old/duplicate devices using the Edit tag.

Re: There was a problem trusting this device

DFH3 — Tue, 25 Jan 2022 00:27:52 GMT

Thank you for the information. There was no old/duplicate device. However, when clikcing on Two-Step Verification it is only listing My Device and only one of the other 3 devices that are listed under the "Grant Access" Tab on the mobile device.

Re: There was a problem trusting this device

jguerdat — Tue, 25 Jan 2022 15:52:49 GMT

I'm not sure whether you're using the primary account to do this or one that was granted access. If the latter, try the former.

Re: There was a problem trusting this device

DFH3 — Tue, 25 Jan 2022 16:38:59 GMT

Hello,

I have been using the primary account.

Thank you!

Re: There was a problem trusting this device

jguerdat — Wed, 26 Jan 2022 15:37:39 GMT

Dunno. Have you rebooted the phone and reinstalled the app?

Re: There was a problem trusting this device

DFH3 — Thu, 27 Jan 2022 16:59:45 GMT

I'll Try this - Thank you!

Re: There was a problem trusting this device

Jh05 — Mon, 30 May 2022 07:32:43 GMT

Thanx for the advice. But rebooting doesnt work. Is there any aother possibility to solve this problem? I use a new Iphone, removed the old device in the settings. But it is not working with new device and new authority code…

Please help, othetwise the app isnt working.

Thx

Re: There was a problem trusting this device

StephenB — Mon, 30 May 2022 10:09:28 GMT

@Jh05 wrote:
I use a new Iphone, removed the old device in the settings. But it is not working with new device and new authority code…

Please help, othetwise the app isnt working.

Have you tried the option to not trust the device? That would at least give you access.

Re: There was a problem trusting this device

Jh05 — Mon, 30 May 2022 10:26:45 GMT

Why should this option give access when I press „not trust“?

Re: There was a problem trusting this device

StephenB — Mon, 30 May 2022 10:31:17 GMT

@Jh05 wrote:
Why should this option give access when I press „not trust“?

Several other posters here have reported that it did give them access.

Re: There was a problem trusting this device

CCHH — Mon, 30 May 2022 12:26:21 GMT

Wow that absolutely worked for me. I had the same issue as OP has could not get the app to accept the new iPhone as trusted device. Clicking on Dont Trust actually allowed me to get in and all my cameras were available. Thanks!

Re: There was a problem trusting this device

Jh05 — Tue, 31 May 2022 04:03:10 GMT

Thanx, this suggestion was very helpful.

Re: There was a problem trusting this device

cherikcavanaugh — Fri, 03 Jun 2022 17:54:57 GMT

I've been messing around with this for several days. It is sooooo bizarre but your tip actually did work for me. Thanks so much!

Re: There was a problem trusting this device

Helper101 — Sat, 04 Jun 2022 00:21:59 GMT

Agreed - had the same issue and hit "don't trust" and that seemed to work.

Re: There was a problem trusting this device

zkanuck — Mon, 06 Jun 2022 02:28:33 GMT

Thanks for suggesting this. NOT trusting allows the new device. Sh*t like this makes me hate the Arlo software and brand. It’s so dysfunctional and unintuitive. So many times I’ve come THIS close to selling the kit and switching to another option…

Re: There was a problem trusting this device

JamesC — Mon, 06 Jun 2022 21:23:00 GMT

The Arlo development team is continuing to investigate these reports. We appreciate your patience while we work to isolate and resolve this issue. I will provide more information as soon as it becomes available.

JamesC

Re: There was a problem trusting this device

wbcory — Tue, 07 Jun 2022 04:23:02 GMT

I just bought a new iPhone, and despite my reading numerous articles on how to set up my new phone as a Trusted device I have failed to get it to work. Each time it tells me Arlo failed to recognize the trusted device. But like the rest of you, when I clicked "don't trust" it allowed me to get into my account with my new phone and operate as normal.

Re: There was a problem trusting this device

JamesC — Tue, 07 Jun 2022 16:47:35 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