Cannot log into my.arlo.com

[SamHobbs]

I cannot log into my.arlo.com. The smartphone application works but when I try to log in using my desktop the Log In button does nothing. It has been this way for at least two days.

I apologize if this is the wrong place to post this. I tried other forums or categories or whatever that did not work.

[Dannybear]

What browser are you using and have you tried clearing data and cookies.

Are you using a bookmark to access your account login or typing my.arlo.com into the browser URL address entry?

[SamHobbs]

The same thing happens when I go to my.arlo.com. The link I have been using has worked very many times in the past. Now nothing works.

I use Microsoft Edge. Chrome works but Edge uses Chrome internally.

When you say clearing data and cookies I assume you mean clearing all data for all websites. I cleared all cookies and data but that does not solve the problem. It is the type of thing however that is easy to say but I assume you are only guessing. It is an inconvenience to clear all data for all websites. As I expected, it does not help, it just adds temporary inconvenience using other sites.

[Dannybear]

The arlo web portal app is suffering, arlo says they are still investigating this for several months now.

The inability to action the login button could be a new addition to the list of faults I guess.

Clicking the button should redirect you to the login input page for the login credentials to be inputted. 

Clearing cache and cookies is the only recourse a customer has as the website uses time limits for 2FA requirements.

Some browsers give you selective options to easily clear cache and cookies on specific sites if you know how hence the question of what browser you’re using.

Alternatively you can try using a incognito or private window in the browser to eliminate any saved cookies needed but this has not solved the existing web portal issues to date, hence not suggested.

This forum is for customer interaction only, not a reporting Avenue for arlo customer support. Invariably you will only find workarounds not fixes as they can take months. 

[SamHobbs]

Thank you. Yeah I guess I need to contact support.

And yes there are two login buttons. I am referring to the second one where the login credentials are provided.

I did know how to remove cookies for specific sites using Internet Explorer but I did not know how to do it using the current Edge, except for using the debugging tool. I now found something saying that Edge currently stores cookies in a SQLite database and I see that is likely true but since Edge has the database open it is likely difficult to edit cookies that way.

[Dannybear]

It may not be cache or cookies related issue, just something to look at first. The edge browser may have blocked the arlo site after an update.

If you can login successfully using chrome and Firefox browsers it points to edge browser as having the issue.

I prefer using chrome but have not tried using edge for a few weeks. I will compare and report shortly.

[Dannybear]

I opened edge on win10 pc and all working, at least the login component.

FYI. If you want to remove data and cookies for the site it works the same as chrome where you click on the lock icon left of the address bar to show the site settings, click on cookies and click remove until all address sites get removed.

Just doing the latest win10 security updates to see if it behaves the same.

[Dannybear]

Same after update passed, edge login ok.

You could try changing the site security settings or resetting them via the site settings info described above to access.

Failing any further progress contact customer support. 

[SamHobbs]

Removing cookies that way has no affect either.

[Dannybear]

One item of interest is that when using edge browser and on the credentials input page the login button doesn’t highlight when I hover the mouse pointer over the button indicating the button is inactive. If I click on the button anyway it proceeds with the login successfully.

If your using a touch screen it might not allow tapping to activate the button.

[SamHobbs]

Thank you for the effort but I don't have a touch screen. I do try clicking on the login button.

It could be malware. I do have malware. The antivirus company insists I do not but I insist I do. If so then this is the only website affected in this manner.

[SamHobbs · Accepted solution]

I have a new computer. I do not have the problem with this system. I will assume the problem with the old system is malware. The only other affect it had on websites is that Walmart required me to prove I am a person each time I browsed their site. My antivirus company insists I was not infected but I know I was.

[SamHobbs]

However the thing that the Walmart website does is done with my new computer too.