topic Re: App kicks me out in Arlo

Can't add VMB3500 Base Station. App kicks me out.

AustinStien — Fri, 08 Feb 2019 19:59:32 GMT

When I go into the app to add the base station. It says it finds it but when I go to add it. It kicks me out and says app is unavailable?

Re: Can't add VMB3500 Base Station. App kicks me out.

JessicaP — Fri, 08 Feb 2019 19:59:53 GMT

Hi @AustinStien,

What phone device are you using? Try using the web client on your computer to set up and see if that helps.

Re: Can't add VMB3500 Base Station. App kicks me out.

AustinStien — Fri, 08 Feb 2019 20:17:01 GMT

I have a Samsung Galaxy 8 I've tried setting up on my iPad and my computer and on both iPad and phone it kicks me out of the app. And when I try it on the computer it says account creation failed

Re: Can't add VMB3500 Base Station. App kicks me out.

JessicaP — Fri, 08 Feb 2019 21:51:59 GMT

Let me reach out to you via private message to see if I can try helping you out with your account having problems.

Re: Can't add VMB3500 Base Station. App kicks me out.

DykesK — Sat, 09 Feb 2019 05:27:00 GMT

I'm having the same problem. Galaxy S9 here

Re: Can't add VMB3500 Base Station. App kicks me out.

JessicaP — Mon, 11 Feb 2019 16:19:25 GMT

Hi @DykesK,

I have sent you a private message to see if I can try helping you out.

App kicks me out

DonnaSD — Tue, 12 Feb 2019 21:58:54 GMT

I have ARLO, so I bought my daughter ARLO for Christmas and we "both" have tried numerous times to get an answer from anyone w/ARLO as to why the APP CONTINUES TO KICK HER OUT!! For weeks now tried on a laptop, tried on phone, and tried on a tablet. She and I both spoke with people in customer support who are useless. Have unplugged, uninstalled, reset base to default, etc., etc., etc. Tried to open up a live chat, to no avail. Cannot find a customer support email anywhere. It has never been so hard to get help for something that seems so simple!! I guess I've been lucky that I've never needed support with Arlo in the year I've had it, because if I had gone through even half of what she has gone through trying to set up her system, I never would have bought it for her. So now, I am reaching out to the community on her behalf. Everything is good to go, but the APP WILL NOT LET HER COMPLETE SET-UP. Continues to receive the same message that system isn't available, etc. CAN ANYONE PLEASE, PLEASE, PLEASE HELP!

Re: App kicks me out

jguerdat — Tue, 12 Feb 2019 21:59:06 GMT

You say the app kicks her out but then say you tried the laptop. Which is it? We need a lot more details. What have you tried? What do you see? Error messages? Have you rebooted the phone and reinstalled the app? What device and OS?

Re: Can't add VMB3500 Base Station. App kicks me out.

DonnaSD — Tue, 12 Feb 2019 22:06:33 GMT

Did you every get this resolved?

Re: App kicks me out

DonnaSD — Tue, 12 Feb 2019 22:11:24 GMT

The app kicks her out no matter what device she is on. Base station is found, but when she goes to add it, she is redirected back to the beginning again. When you do everything you can, base reset, uninstall app, reinstall app, even set up account again under different email and same thing keeps happening, you get more than frustrated. Trust me this is not on our end, this is a problem as it evident by this discussion thread. Which unfortunately does not post the resolution. If it ever was even resolved.

Re: App kicks me out

jguerdat — Tue, 12 Feb 2019 22:25:48 GMT

Looks and sounds like it's a VMB3500 base. That's a known problem at the moment. I'd suggest opening a case with support:

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

It's possible that swapping at the store may be useful, too.