topic Re: Getting my app on a new phone in Arlo

Iphone 8 Problem Trusting Device

StaySafe — Tue, 22 Mar 2022 02:13:55 GMT

My Iphone8 worked for over a year. I had a problem connecting so uninstalled app and reinstalled. Now with 2-step verification everything looks like it will work, but at the end it says "Problem Verifying this Device". Same phone that worked before, now it doesn't (brothers android is working). I Deleted/Reinstalled App, same problem. Went into settings on laptop, removed phone from list, still not verifying. All Notifications are turned on for the App. Please help, I use these cameras to keep an eye on elderly mother and now I can't from my phone.

Re: Iphone 8 Problem Trusting Device

StephenB — Tue, 22 Mar 2022 10:05:04 GMT

Are you able to log into the phone with email verification?

If you can, then have you tried trusting the phone after that?

Re: Iphone 8 Problem Trusting Device

StaySafe — Wed, 23 Mar 2022 02:32:57 GMT

I tried adding another email address in settings set up for the iPhone. I cannot add the email address that the Arlo account is tied to because that is my wife’s email address for her iPhone. Or are you suggesting something else, I may not be understanding. Thanks!

Re: Iphone 8 Problem Trusting Device

StephenB — Wed, 23 Mar 2022 10:34:31 GMT

@StaySafe wrote:
Or are you suggesting something else, I may not be understanding. Thanks!

If you can't log into the iPhone because of the two-factor authentication not getting through, then you can select email as a verification method in the app. That will send you an email with a code that you enter into the app.

Re: Iphone 8 Problem Trusting Device

StaySafe — Sat, 26 Mar 2022 15:01:45 GMT

Thanks, I did all of the following: (1) Changed verification to email, got code in email, select TRUST DEVICE, get same red banner: There was a problem trusting this device. Try again. Next (2), I added another user with the email for my Apple ID, tried verification with text and email, same red banner message, cannot trust device. Can someone from Arlo please help, they do not respond in Chat? My phone worked before I reinstalled the app. Is there an Iphone setting that may be blocking it?

Re: Iphone 8 Problem Trusting Device

StaySafe — Mon, 28 Mar 2022 12:27:14 GMT

Update: I was able to log in on wife's Iphone 8. I think this is the PROBLEM, I set up the the ARLO on my Iphone, then deleted app and reinstalled (deleted and reinstalled several times and restarted phone). I think there is a problem with the phone you set the account up on. PLEASE HELP, what do I need to clear/delete on this phone to allow Arlo to verify the phone??????? I need to see my elderly mother on my phone.

Re: Iphone 8 Problem Trusting Device

JamesC — Tue, 29 Mar 2022 17:19:45 GMT

StaySafe,

If you've removed your original mobile device the trusted list, you should be able to attempt to log in again using that device and trust it again. Could you provide a screenshot of the error message you're receiving?

JamesC

Re: Iphone 8 Problem Trusting Device

StaySafe — Wed, 30 Mar 2022 00:49:11 GMT

Re: Iphone 8 Problem Trusting Device

StaySafe — Wed, 30 Mar 2022 00:51:41 GMT

Thanks, I posted a screenshot above. Everything goes fine, then hit Trust, and I get the red banner at the top. I feel like I saw a different post about the same problem, you can no longer trust the original phone you set up the account on if you remove/install the app. But I cannot find the solution. Every other laptop/phone I try works, but not this one that did work at one time. Thanks.

Re: Iphone 8 Problem Trusting Device

JamesC — Wed, 30 Mar 2022 18:58:14 GMT

StaySafe,

I've sent you a private message to collect more information on this issue.

JamesC

Same problem as above - same screen. Can't get phone to be trusted

nbrucegqrdner — Sun, 29 May 2022 18:02:26 GMT

I have the same problem. Out of the blue my Iphone 7 stopped receiving "trust this device" for my computer logging in. I deleted my phone as a trusted device and then tried to trust it again. No luck. I have deleted the app twice and it still will not trust my phone.

Re: Same problem as above - same screen. Can't get phone to be trusted

Dmegill18 — Mon, 30 May 2022 02:11:11 GMT

What is the solution for this? Wife’s iPhone XS Max cannot pass the trust verification.

Tried deleting app and reinstalling, restarted the phone, did the email verification, all resulted in the same red banner.

What’s the solution ARLO?

Re: Same problem as above - same screen. Can't get phone to be trusted

Surferprime — Tue, 31 May 2022 21:23:36 GMT

I'm also getting the same problem with not being able to trust my device (Iphone 11 IOS 15.5), any solution available?

Re: Iphone 8 Problem Trusting Device

Arlo253 — Wed, 01 Jun 2022 02:15:53 GMT

Did they fix it or is it still a bug I have a iPhone 8 and have the same problem

Re: Iphone 8 Problem Trusting Device

Arlo253 — Wed, 01 Jun 2022 02:21:02 GMT

I just fixed click don’t trust and then it’ll ask you if you did clicked don’t trust by accident and it will ask you login again click that then it will work

Re: Iphone 8 Problem Trusting Device

StaySafe — Wed, 01 Jun 2022 02:26:21 GMT

I did an update to the IOS, currently 15.5, and then when it said TRUST DEVICE, I said NO, and viola, it worked. Odd that it works when I say don't trust it, but that did the trick. Can see it live and the history.

Re: Iphone 8 Problem Trusting Device

Dmegill18 — Wed, 01 Jun 2022 11:20:30 GMT

That isn’t fixing the issue though. Next time you log out and log back in, it’ll do the same trust? No? Too bad! BS.

At least that what’s happening to us.

ARLO? Still no answer?!?

Re: Access denied

Retired_Member — Wed, 01 Jun 2022 13:08:23 GMT

This is STILL an issue for a lot of people, when will Arlo ever get their updates in order before pushing them out, most recently it was loss of access to the MIC on the mobile app, now it's being denied login when using your mobile as the authentication method.

Several times now I have deleted and added my mobile as the recipient of the verification code and EVERY time I try and login it denies my request and I have to choose the alternate method of my email for the code.

Getting really sick of having over £1000 worth of camera system basically fail me each and every day in some way.

Re: Same problem as above - same screen. Can't get phone to be trusted

JamesC — Wed, 01 Jun 2022 18:22:29 GMT

I've escalated this topic. The development team is currently reviewing these reports. I will provide an update as soon as I have more information.

JamesC

My devce will not trust new device

dsr1 — Wed, 01 Jun 2022 22:25:02 GMT

New I phone download all but arlo. Arlo being stupid will not trust new phone