Internal error when logging in

[Aggy_11]

Trying to login on the Arlo Secure app but a message saying 'Internal Error' keeps popping up, I've tried resetting and changing my password and tried the website. I am stuck.

[ShayneS]

Please make sure your device is updated to the latest supported version OS. The Arlo Secure App requires iOS version 15 or higher for Apple devices and for Android, version 8 or higher. If you use Arlo on an earlier OS version than the minimum versions listed, Arlo systems and devices might not function as expected. 

https://kb.arlo.com/000062043/What-are-the-minimum-requirements-for-installing-and-using-an-Arlo-system

Note: make sure you have the latest version of the Arlo mobile app installed. 

• iOS 5.3.1
• Android 5.2.2

[mconnel4]

Has been happening since last night, night before everything worked fine. Can’t login on any Android device but Apple login works fine. 
Multiple Android devices, when completing verification to login, get a message that says “internal error” and will not attempt to login. 

have deleted and reinstalled app, restored device to original, unplugged and restarted base. Nothing works. Seems to be a system error on developer end

[Randy-H]

Having the same issue. Are these forums monitored?

[ArloSotashi]

Same crypto message - internal error.  Need support ASAP!

[MK79]

Same exact problem just cropped up on one of our two Android phones (one works and the other gets the "internal error" when attempting to log in).  We've been using the system for years without issue and now...  "internal error".

The problem phone still receives notifications but cannot log in to control the system.

[StephenB]

---

@MK79 wrote:

Same exact problem just cropped up on one of our two Android phones (one works and the other gets the "internal error" when attempting to log in).  We've been using the system for years without issue and now...  "internal error".

The problem phone still receives notifications but cannot log in to control the system.

---

Have you tried removing the app and then reinstalling it?

[MK79]

No, while reading about others' same or similar problems, it seems this was tried without success and so I decided to wait before making changes.  I have of course, rebooted the phone and closed all app's many times.  Also, I see that my system is the Pro 2 and I did look for App's but it wasn't clear which app was the correct one and we have the earlier free cloud space and I don't want to end up in a monthly payment for cloud space with a new App.

[Heather01]

My mother is having the same issue on her Amazon tablet. I am able to access the app just fine on my app.  I have changed the password. Reset the tablet. Uninstalled and reinstalled the app and still am not able to fix the issue. 

[frazier]

When I log into my phone I get an internal error message. How do I fix this problem?

[bleedblacklabel]

I've been unable to log into the Arlo app on a Fire Tablet. I can login on my iphone & on the website with no problem. Everytime I've tried to login in, email/pass works, OTP works, then after that I get "internal error". 

So far I've:

 - restarted the tablet.

 - turned the tablet on & off.

 - verified that the tablet & app are both on the latest installation.

 - Arlo has all permissions. 

 - force stopped the app.

[Wixlake]

It appears something happened on 12-4-2024. I get internal error message every time. Tried all suggestions. Did anyone find help? Thanks.

[MK79]

Yes, this is my impression...  Been using this for years without any log in issues; no known changes or "incidents" on my end and so I get the impression something happened on Arlo's end especially since there are others all at ~ the same time.  This is one reason, I have avoided changing software now and introducing another change.

There are a few other details that may or may not be pertinent:

1) About the same time, all of our devices (beyond Arlo) both at home and at work (separate ISP & equipment) were requiring to be re-logged in and/or rebooted.  Everything seemed to have some sort of event???  Everything now works except my phone's log in to Arlo.

2) The only other detail re. my situation is that I have refrained from updating to any newer versions of Arlo software for years since I was happy with everything.  My wife's phone however did receive an update ~a year or so ago and her phone is the one that can successfully log in without "internal error".  Not sure if this is pertinent; but I could look up the revision numbers for both and share these.

[Sooki]

Is there anyone from arlo going to try to help us ¿

[Sooki]

Anyone from Arlo going to help everyone

[ShayneS]

Thank you for the feedback, are you still experiencing this symptom?

Can you provide the model of the device & OS version as well as the Arlo app version that you are using?

[ShayneS]

Thank you for the feedback regarding this symptom?

Can you provide the model of the devices and OS version? Also, can you provide the version of the Arlo app that you are using? 

[Heather01]

One of the devices is an Amazon fire tablet, 11th generation. It’s utilizing OS 7.3.3.1 ( which has worked up until the other day )  I deleted the app and reinstalled. Version 5.2.2 

[Wixlake]

I left a message on 12-5, which was edited because I suggested that Arlo intentionally disabled service to customers with older equipment. Don't trust the arlo moderator, they know what they did. You will notice they don't offer any solutions. This is consumer fraud plain and simple. They will probably delete or edit this post.

[MK79]

Thank you Arlo Support,

Yes, still have the same problem --> "Internal Error" when I attempt to Log In  (both with using Cell Data or using WiFi).

As noted above, we have (2) identical phones; one that works and the other does not.

Mostly identical, but there is a Arlo APP version difference.  Both phones have been working flawlessly for years.

REQUESTED INFO. for PHONE and ARLO:

(2) Android Phones one WITH the Problem and one WITHOUT the Problem:

LG Model:  LG Rebel 4 Tracphone LML212VL  (BOTH Phones)

Android Ver.:  8.1.0  (BOTH Phones)

Software Ver.:  L212VL16h  (BOTH Phones)

Arlo APP versions: 

1st Phone Version #:  3.6.6_2845  (This is the Phone that does NOT work, I can’t log in to get APP version, but I think this is the original version, never updated and is listed in the Phone's APP info.)

2nd Phone #Version: 5.0.1_28734  (This is the Phone that WORKS, APP version is listed in Arlo Program’s Settings AND the Phone’s APP’s info.)

ARLO Hardware

Base Unit

Hardware: VMB3500r4

Firmware: 1.21.0.3_1300_2417bfb

ALL Cameras

H6

Firmware:  1.125.17.1_11_de8490d

[GWhit19]

I'm getting the same "Internal Error" message when trying to log into Arlo. 

Just started today.   I'm using an LG Phoenix 2 cell phone, that's almost 9 years old.

[bleedblacklabel]

Again, everything is the latest version for me, but to be specific:

Amazon Fire Tablet HD10 (9th Gen)

Fire OS 7.3.3.1

Arlo version 4.7.1_28575

Everything works on the iphone version and web version for me. Just not the andriod one which is what I primary use it on. I also have emailed Arlo support and would appreciate a reply. 

[crocker]

I have the same issue !

[GWhit19]

I uninstalled the Arlo app on my android.  Then went to the Play Store, and tried to re-install the Arlo app.

I get an error message stating that the Arlo app is not available for my device.

Now I don't have the Arlo app on my cell phone.  That's not being secure.

[John52416]

Having the same issue the last few days the app says internal error when trying to log back in. When logged into the website and I click on view camera it just kicks me out to the log in screen.  Device is Galaxy S24 Ultra on Android 14. 

[John52416]

I was having the same problem I just fixed the problem.  I am now able to log in to the app. I went into Google play store clicked on my account top right corner, then manage apps and device, then select manage. I scrolled through to find arlo app i opened it and it was disabled it had the option to unistall or enable I selected enable then it had uninstall or update I updated after it finished i opened the app and it worked.