topic Re: cannot claim device in Arlo

cannot claim device

RTTT265 — Tue, 22 Jan 2019 19:19:26 GMT

Keep getting error, unablle to claim device.

Really need the device removed from original email account, even though im trying to reinstall on that account?

Cant email support@arlo.com as all my emails bounce back regardless of which email address I use.

Have factory reset base, and more than anything just need somone to reset account etc

Thanks

Re: cannot claim device

jguerdat — Wed, 23 Jan 2019 00:28:22 GMT

You also need to remove all devices in Settings, My Devices. If it's there, you can't claim it again.

Re: cannot claim device

RTTT265 — Wed, 23 Jan 2019 00:48:31 GMT

All devices are removed from original account

still get the cannot claim device etc

Re: cannot claim device

ShayneS — Wed, 23 Jan 2019 16:58:51 GMT

Hi @RTTT265

Due to the amount of issues described I have opened a case for you. I will contact you via private message with further information.

Re: cannot claim device

Vandie — Wed, 23 Jan 2019 20:20:20 GMT

Re: cannot claim device

MEMAC — Wed, 23 Jan 2019 23:56:05 GMT

I am having the same issue. My cameras were used, they have been deleted from that account, but I am still unable to claim the device.

Re: cannot claim device

ShayneS — Thu, 24 Jan 2019 00:11:47 GMT

@MEMAC

Have you tried to factory reset the base station and set the system up as new?

Re: cannot claim device

RTTT265 — Thu, 24 Jan 2019 00:16:12 GMT

Made sure base and cameras were deleted form original account, made sure the app on phone was the same ie deleted everything and shut.

I had already reset my base station, but this time i unplugged it for like 3minutes.

Just powered it up, and this time did not get the could not claim error.

Re: cannot claim device

MEMAC — Thu, 24 Jan 2019 00:29:33 GMT

@ShayneS Yes, several times.

Re: cannot claim device

Narnia — Sat, 26 Jan 2019 20:55:13 GMT

Hi,
I just bought a refurbished 5 camera system from you. When I use the app it finds the base station. But the error cannot claim comes up. I have reset the unit 3x and powered it down for 20 mins. Deleted the app and reinstalled and reset/power down and the same error.

Re: cannot claim device

jguerdat — Sun, 27 Jan 2019 00:49:57 GMT

By "reset" do you mean power cycled or holding the reset button until the LEDs flash amber? If the latter, open a case with support:

https://www.arlo.com/en-us/support/contact.aspx

Re: cannot claim device

tweewin — Sun, 27 Jan 2019 07:52:27 GMT

Just bought 2 cameras "new open box" from retailer, and one of them has this same issue of "cannot claim". I have no idea how to resolve this error. I tried the reset button; it did not work. To my knowledge, no one added these cameras to their account. I'm not sure what I can do in this case. Anyone can please help me? Thanks!

Re: cannot claim device

jguerdat — Sun, 27 Jan 2019 14:36:31 GMT

You seem to be referring to Q cameras based on what you selected as the camera although this is the original wirefree section. I'll answer based on it being the Q - correct me if wrong.

Did you hold the reset button until the camera clicked and the LED flashed amber? It's not a brief press. The "open box" doesn't necessarily mean it wasn't claimed. You can try opening a case with support to see if they will free it from the prvious user:

https://www.arlo.com/en-us/support/contact.aspx

Re: cannot claim device

tweewin — Tue, 29 Jan 2019 04:00:24 GMT

Yes, sorry! I thought this thread was for the wired Arlo Q model.

I ended up calling Arlo support and they were able to "unclaim" the camera for me to register under my account.

Very happy with how quickly I was able to get in touch on the phone with them! It all took less than 10 min to resolve over phone, and it was like 2am NY time! LOL