IPhone 14 pro max unable to add to trusted devices

[Jmatteo]

I just purchased a new iPhone and I keep receiving the unable to add trusted device error. I thought this was resolved months ago. The device is completely new, not reloaded from iCloud and I made a unique name for it as well so there is no duplication.

[Bill2314]

Thank you. Deleting the application from settings and installing again worked.

[ShayneS]

@Allanwalsh

As a workaround, you can use the don't trust option to log in to the arlo app. 

[ShayneS]

Can you login by selecting don't trust? 

[Bonham]

Ty. Hi Arlo tech. Is deleting the app the verified solution?

[ShayneS]

The issue with trusting a device is being investigated. Removing and re-installing the app may be a temporary workaround, but I can not confirm if this is a verified fix or a confirmed temporary workaround.

I will be sure to update this thread as soon as I have more info to share. I have requested for additional updates.  

[RC25]

Thanks all for the suggestion.  I did try that initially and it did not work.  I tried again and no luck.  I do have it working though surprisingly as I have chosen "Don't Trust" the device.

[ewjacobsmd]

I installed an Arlo Pro 2 system several years ago and registered it on my two older I-Phones.  I now want to update the app to work with two new I-Phones.  When I entered my login info correctly, the app says it doesn't trust the info -- and there is no way on the app to add a new phone.  I am at an impasse.  Any ideas?  Should I delete and then re-install the app?

[Wstrnlily]

I am trying to log in with a new iPhone.  After repeated push notifications and text messages to authenticate the new iPhone I cannot get the app to Trust the new iPhone.

Looking at this resolved support issues I noticed that people worked around this issue simply by clicking on "Do Not Trust".  I did the same and I am able to access my cameras from the new iPhone but this is incredibly insecure and defeaes the purpose of 2FA.

Can you please reopen this discussion since it is clearly not resolved?

https://community.arlo.com/t5/Arlo-Pro-3/There-was-a-problem-trusting-this-device/m-p/1866244

[Jojo8]

When signing in to my Arlo account, it is not recognizing my new Apple 14 Pro phone as a reliable device. Never had issues before.

[Fireblade69]

I too suffered with the same issue in that I purchased an iPhone 14 Pro Max and couldn't get the phone trusted.

Solution: Is to delete the app off your phone and reinstall. This solves the issue and I could immediately trust the new device.

[RC25]

thanks for the info.  It seems to be a more common experience with new 14's?  After my third delete and reinstall, I opened that app and it appeared to have all of my login info as I did not ask me for trust.  As before, I had it working with "don't trust" and it now is still working without a choice, I guess I will continue on.  The Arlo team is investigating in any event.

thanks again

[msazone]

Solution: https://community.arlo.com/t5/Arlo/Add-trusted-device-on-new-iPhone-Issue-Resolved-Workaround/m-p/18...

[Streak2]

Arlo are still working on a solution - see here.

https://community.arlo.com/t5/Arlo-Pro-2/IPhone-14-pro-max-unable-to-add-to-trusted-devices/td-p/188...

[Streak2]

Arlo are still working on a solution - see here.

https://community.arlo.com/t5/Arlo-Pro-2/IPhone-14-pro-max-unable-to-add-to-trusted-devices/td-p/188...

[Bynoe]

What is the status on fixing the “Trust” issue with new iPhone 14? This is very frustrating and Apple says it’s on the developer side. Can Arlo escalate this issue? Going to move to another security product very soon . . . 

[C_P]

Recently upgraded my iPhone and had no issues with the previous one.  When I attempt to log in to the app on the new phone, I can get all the way to the Add Trusted Device? ('Trust' or 'Don't Trust' options) page.  Selecting 'Trust' ends with a red banner message, 'There was a problem trusting this device. Try...' (it gets cut off and the banner is not selectable).  I can log in with my old phone and laptop without this issue.

I've read a number of other posts in the community and none of their solutions have helped.

Updated my Arlo app, power cycled my phone... no help.

Selected 'Don't Trust' and can get in, but I want my primary device to be a trusted device. 

[msazone]

Follow the steps from the link I shared

[haripulijal]

Delete app didn’t work and send the code to the mail, it kept sending to old phone. 

After complains here it started working ie. It sent code to the email to authenticate. 

[SarahLRoach]

We signed out of the app on the old phone first? And then we might have actually deleted it completely….

sorry the delete app and reinstall didn’t work for you

[Dj2345]

Dannybear - tried that.  Still didn’t work.

[Dj2345]

This worked for me too

[sionedo]

I have exactly the same problem! Very frustrating. Doesn’t matter what I do, it won’t trust the new device! As it stands there is no point having a camera!

[yohanncoba]

I am also having this issue. Please help. 

[HDUFF]

I am having the same issue w my iPhone 14 Pro. It says it can’t “trust” my new device. Can tech support post a solution here please???

[haripulijal]

Eventually, after a few days when I took alternate authentication and picked front camera from the options it presented (not sure why camera), it sent code to the email and it worked. 

[Bonniejmcneill]

I have been having the same issue with my Iphone pro max. We have an expensive around the house security system that we’ve paid for the last 2 months that we can’t access  — since purchase of new iPhone. This is not fair. This must be corrected by Arlo. 

[ShayneS]

I am monitoring this issue closely, it appears to be an issue with Ping ID and we are waiting for additional info on a resolution. I will update the thread as soon as possible. 

[beachsue]

When I try to add my phone as a trusted device I get the message "There was a problem trusting this device. Try...".

I can't see the rest of the message to know what to try and can't click on it either.  Firmware is 1.5.295, my phone is an iphone, as was my previous one. I can't find anything on this problem online