Internal error while naming camera

[Chabina]

I'm setting up a new camera (1st of 2) using the app on a android device. I'm able to sync the camera but when I try to name it I get an "internal error" and can't contine. I've tried restarting the phone & uninstall & reinstall the app. I was able to do it before but when I deleted the device & tried to re-add it I got the error. Any ideas?

[StephenB]

Is there something unusual in the name you are using?

[Chabina]

No... driveway

[StephenB]

Maybe try adding the camera with my.arlo.com with a PC browser.

[Firefighter1828]

Having same issues. Did you get any answers?

[JamesC]

Frustratedgail,

Do you see the same behavior if you try to add the camera using the web client?

JamesC

[Firefighter1828]

I've tried different browsers, and wifi networks. Same results. App finds camera but get" internal error " when trying to name it.

[JamesC]

Try onboarding the camera without adjusting the name. Does it allow the camera to come online?

JamesC

[Firefighter1828]

App will not allow me to continue unless I name camera.

[JamesC]

Firefighter1828,

I will send you a private message to gather more information.

JamesC

[Flahekm]

Same thing for me. I cannot name my first camera anything without getting the Internal Error message

[Michaelvr]

I have the same issue. Any workaround to fix this issue?

[Flahekm]

After a couple of chats with tech support, we established that my unit was refurbished, so the Arlo team had to wipe the old unit completely to remove the previous owner's registration. Once they did this, it installed immediately. Not sure if yours is refurbed, but you may want to get in touch with tech support either way

[Michaelvr]

After 3 days sending emails and contacting arlo support i didn't receive any response from them. Really disappointed.

[Flahekm]

I never received any response to my emails either. I found success in going through the support chat feature inside the Arlo app..... they were very responsive there

[Firefighter1828]

What did you have to do to get past internal error while naming camera?

[Flahekm]

Nothing was working that I tried or was told to try. The community manager never reached out or replied either, so I contacted tech support directly through the chat in the Arlo app. Once we figured out that my device was a refurb, the techs had to wipe my device to remove the previous registration info. Once tech support did that, I did not get the Internal Error message again. Do you know if your device is a refurb?

[Firefighter1828]

I do not know. This is a replacement they sent me.

[Flahekm]

I wouldn't think it would be, but I'm no expert on this stuff. You're still getting that internal error on the replacement unit, when you try to name it? If so, I would be on with tech support to have them figure out what's going on

[JamesC]

The development team is investigating reports of this issue. I will provide an update as soon as we have more information to share. If you have a ticket open with the support, I encourage you to follow up for a status update.

JamesC

[BradCook]

How do you get someone to listen to you and wipe the data on a refurbished replacement...

[Firefighter1828]

They obviously have no idea on how to fix the internal error issues yet.

[Flahekm]

That part took me 3 different chat sessions with tech support.....after trying the same steps with 3 different techs, the 3rd person finally said that they were going to check with their superiors. I gave them the serial from the unit and they came back and told me that they were going to wipe it, so that it would be reset. I did not get error message right after they did that

[Firefighter1828]

Any ideas yet on internal error message on trying to name camera?

[BradCook]

Order a new camera and quit wasting your time with the subpar tech service! New camera synced up as expected. I could not convince anyone it was the refurbished camera that had the problem.