topic Re: Arlo Web Portal broken in Arlo

Arlo Web Portal broken

FoxRaynard — Wed, 04 Sep 2019 09:26:36 GMT

The web portal is broken. I cannot login or reset my password.

It's not an issue with my password as I can use it to login to the app.

The portal is making AJAX requests to https://ocapi-app.netgear.com/api which are failing. It looks like the API authorisation is failing (i.e. not my user authentication).

Here is a sample for the reset password AJAX request:

curl 'https://ocapi-app.netgear.com/api/resetPassword' -X OPTIONS -H 'Sec-Fetch-Mode: no-cors' -H 'Access-Control-Request-Method: POST' -H 'Origin: https://arlo.netgear.com' -H 'Referer: https://arlo.netgear.com/' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'DNT: 1' -H 'Access-Control-Request-Headers: auth-version,content-type,source' --compressed ;
curl 'https://ocapi-app.netgear.com/api/resetPassword' -H 'Sec-Fetch-Mode: cors' -H 'Origin: https://arlo.netgear.com' -H 'Auth-Version: 2' -H 'source: arloCamWeb' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'Content-Type: application/json;charset=UTF-8' -H 'Accept: application/json, text/plain, */*' -H 'Referer: https://arlo.netgear.com/' -H 'DNT: 1' --data-binary '{"email":"*******@gmail.com","EnvSource":"prod"}' --compressed

And the response:

{"error":{"code":401,"context":null,"message":"Unauthorized. User is not authenticated.","status_code":401}}

I'm assuming this OCAPI is not the same as Salesforce Commerce Cloud OCAPI, if it is you need to fix your access token.

Re: Arlo Web Portal broken

ScrapmanUK — Wed, 04 Sep 2019 09:45:12 GMT

I have this problem too. Unable to login on 3 different browsers and 2 different PCs. Shut down all anti-virus and firewalls, rebooted PCs, cleared all caches and managed to change my password but still unable to login on Windows 10.

Re: Arlo Web Portal broken

donpetroleum — Wed, 04 Sep 2019 09:52:21 GMT

Likewise, I'm also unable to logon via the web interface

Re: Arlo Web Portal broken

FoxRaynard — Wed, 04 Sep 2019 10:09:18 GMT

It looks like the web portal has been updated to a new (broken) version as the UI is different.

I had a browser with the old version loaded which worked fine. Unfortuantely when I logged in on the app, it logged me out of that one and I got the broken new version 😞

This is an Arlo programming error.

Re: Arlo Web Portal broken

donpetroleum — Wed, 04 Sep 2019 10:19:10 GMT

Thanks FoxRaynard

I guessed, the interface is subtly different. I wonder how long it'll take to fix ...

The Android app version still works (for now)

Re: Arlo Web Portal broken

iSage — Wed, 04 Sep 2019 11:04:23 GMT

Same here.

No problem logging in using the Arlo app on my iPad or my iPhone.

But can NOT log in using either my Windows desktop's or Windows laptop's browsers (that include all recent versions of Firefox and Chrome).

Re: Arlo Web Portal broken

eltelboy — Wed, 04 Sep 2019 11:08:17 GMT

Yes same problem here....app OK but windows unable to login.

Cannot log in this morning.

huskerlee — Wed, 04 Sep 2019 11:42:01 GMT

Web keeps telling me something went wrong?

Re: Arlo Web Portal broken

Jeeplover — Wed, 04 Sep 2019 11:44:31 GMT

Same here but, is it just me? Or, has Arlo gone though a serious change lately. My system has worked perfectly for YEARS! As of maybe a month ago every week once or twice I have an issue, I would consider it possible that my whole system (all purchased together several years ago) is getting old but, if it isn't the base getting dropped causing a complete removal of the system and re-installation (their only fix really), it's the portal not working now? I literally just used it yesterday.

Re: Arlo Web Portal broken

tjlight — Wed, 04 Sep 2019 11:48:33 GMT

I'm using a MAC computer and have the same issue, cannot check on computer, but app on Iphone is working.

Re: Arlo Web Portal broken

sfdfg — Wed, 04 Sep 2019 11:51:56 GMT

Yes, another quality release from the Arlo software ~~engineers~~ amateurs. Have they not heard of testing?

Surely they have some form of change and release management in place that involves a backout plan?

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

Or is that just me?

Having worked in IT for 21 years I'm pretty sure it's them and not me....

Re: Arlo Web Portal broken

Jeeplover — Wed, 04 Sep 2019 11:54:36 GMT

@sfdfg wrote:

Yes, another quality release from the Arlo software ~~engineers~~ amateurs. Have they not heard of testing?

Surely they have some form of change and release management in place that involves a backout plan?

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

Or is that just me?

Having worked in IT for 21 years I'm pretty sure it's them and not me....

Actually, being a professional, you would run it in a test environment to make sure all was well, Right?

Re: Arlo Web Portal broken

sfdfg — Wed, 04 Sep 2019 12:00:33 GMT

@Jeeplover wrote:

@sfdfg wrote:

Yes, another quality release from the Arlo software ~~engineers~~ amateurs. Have they not heard of testing?

Surely they have some form of change and release management in place that involves a backout plan?

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

Or is that just me?

Having worked in IT for 21 years I'm pretty sure it's them and not me....

Actually, being a professional, you would run it in a test environment to make sure all was well, Right?

Well, yes, that goes without saying, although when dealing with Arlo of late...

Joking aside, I was giving them the benefit of the doubt as you do sometimes get funnies when promoting software between environments, so things can work fine in Dev or Test but then fail when going to Production due to unforeseen environmental differences. In that case though, you just back things out as quickly as possible while you figure out what the difference is!!

Re: Cannot log in this morning.

jguerdat — Wed, 04 Sep 2019 12:10:21 GMT

Same here. Have you contacted support?

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

Re: Arlo Web Portal broken

jguerdat — Wed, 04 Sep 2019 12:11:18 GMT

Everyone contact support!

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

Re: Arlo Web Portal broken

FoxRaynard — Wed, 04 Sep 2019 12:25:49 GMT

Agreed. Looks like they are hacking rather than reverting to a known good release though:

curl 'https://ocapi-app.netgear.com/api/resetPassword' -H 'Sec-Fetch-Mode: cors' -H 'Origin: https://arlo.netgear.com' -H 'Auth-Version: 2' -H 'source: arloCamWeb' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'Content-Type: application/json;charset=UTF-8' -H 'Accept: application/json, text/plain, */*' -H 'Referer: https://arlo.netgear.com/' -H 'DNT: 1' --data-binary '{"email":"***@gmail.com","EnvSource":"prod"}' --compressed

Respone:

<html>
<head><title>403 Forbidden</title></head>
<body bgcolor="white">
<center><h1>403 Forbidden</h1></center>
</body>
</html>

So the response has changed from JSON to HTML And still doesn't work 😐

And there is now an error message, 'Something went wrong' as helpful as that is 😐

Re: Pro 2. Issues logging into web browser. Logs in then immediately kicked out.

jguerdat — Wed, 04 Sep 2019 12:23:26 GMT

Same here. Contact support:

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

Re: Arlo Web Portal broken

sfdfg — Wed, 04 Sep 2019 12:27:11 GMT

Umm... that's a pretty fundamental change there! I'm assuming it should be one or the other and they should really know which it needs to be - that does smack of a panicked pressing of buttons to try and make it work again.... Keep an eye out - they'll probably work their way through XML and good old fashioned CSV files before long!

Re: Arlo Web Portal broken

ScrapmanUK — Wed, 04 Sep 2019 12:27:40 GMT

Yep same here. Screen goes red and tells me my passowrd can't be blank (when it wasn't)

Can't log in on laptop, PHONE OK

ArtSl4ve — Wed, 04 Sep 2019 12:35:37 GMT

I have read multiple posts saying the same, but I can't find any solution.

For months, I have had no issues logging in via google chrome. Today, the arlo landing site looks new, and I keep getting the error "Something went wrong, try again"
I have cleared the cache, cookies and history, and was obviously able to log in here to support, tho I couldn't go from this page back to the log in. I have tried to log in on both Firefox and Safari with the same result.

What's going on Arlo??