topic Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message in Arlo

Receiving "We are sorry, The system is experiencing an unexpected issue." error message

cramercc — Tue, 25 Sep 2018 15:54:29 GMT

Problem marked solved on community site; however, I have not been able to resolve issue. I am away from home cannot reboot base station remotely. I have deleted app from iPhone, rebooted phone, then reinstalled app numerous times.
Error message appears after login on phone. Mode function is missing, and getting information appears where account subscription type should appear.
Please let me know how to fix this problem.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

steve_t — Tue, 25 Sep 2018 15:55:02 GMT

Is there any way you can power cycle the base station? Wifi smart switch? Somebody at the premises?

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

jguerdat — Tue, 25 Sep 2018 15:54:51 GMT

I don't believe that this is a function of the base although I could be sorely mistaken. This sounds like a communication issue between the phone and server to me. Have you tried a different device? How about a browser?

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

cramercc — Tue, 25 Sep 2018 15:55:13 GMT

I am 1400 miles away from that location. Reading the experiences of another user with the same problem, I believe it may be an issue with my Premier account subscription. When I log into account from a computer, the account settings is requesting that I go through new system setup. When I click profile, it is requesting that I change my password. When I change my password and click save, it just comes back to change password page.
I am able to view Devices, Library, Mode, and Account tabs while logged in via computer.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

cramercc — Tue, 25 Sep 2018 15:55:24 GMT

I will definitely put the Arlo base onto a remote switch when I am next at that location. I did remotely reboot internet modem and then remotely restarted Arlo base using phone app. That did not solve problem. I'm now looking into whether Premier subscription has gotten messed up.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

JessicaP — Tue, 25 Sep 2018 16:01:13 GMT

Hey @cramercc,

Have you reached out to our support team so they can look into the problem you are experiencing? If you did, feel free to PM me your case number so I can look further.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

cramercc — Tue, 25 Sep 2018 16:47:08 GMT

I have been unable to find online ability to contact Arlo support team. I seem to always be re-directed to community board.
Researching now the last time Premier subscription renewed so that I have some idea about annual renewal.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

cramercc — Tue, 25 Sep 2018 16:47:18 GMT

My annual Premier account subscription last renewed in March, 2018. Therefore, renewal failure is not the issue.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

JessicaP — Tue, 25 Sep 2018 16:46:52 GMT

I will reach out to you via PM to create a case for you and have our support team assist you further.

Re: Receiving "We are sorry, The system is experiencing an unexpected issue." error message

jguerdat — Tue, 25 Sep 2018 17:19:52 GMT

You can always contact support by using the Contact Support link at the bottom here and again on the new page.