Internal error every time i try to login

[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

[John52416]

Go into Google play store go in to manage your apps find arlo app and see if it is disabled. I was having the same problem and now I can log in. It had the option to uninstall or enable so I enabled it then it had uninstall or update so I updated and after it was done I opened the app and logged in. 

[Jackiep2024]

I am not able to get logged in.  I have uninstalled and reinstalled.  Amazon fire tablet 8 (12th generation).  Device is running fire OS 8.3.3.1

[MK79]

Per the suggestion from another customer, I logged into Google Play Store and looked up the Arlo APP with the intent to "enable" it if it was disabled.  However, I don't have this option, instead I got only an Uninstall Option and a message that says

"! This APP is not compatible with your device anymore.  Contact the Developers for more info."

NOTE that this is not true since my wife's phone is still working with a newer version of the APP.

Dear Arlo Rep., Please reply with the fix or update procedure as our other identical phone is working just fine.

Thank you.

[MrWillie]

I have the same issue.  

What is the solution?

[MK79]

The only possible solution is mentioned in message #26, but unfortunately this is not an option for most.

[redsoxfan44]

me too.  This is so frustrating!!!

Phone: Samsung Galaxy; Android Version is 9.0.  

App version 4.3.5_28531 (per Settings->Apps)

I didn't know you could access videos on the website til reading this thread   I just tried and got the same internal error!  So it's not a phone issue at all.  Its an ARLO server issue 1000%.   

Come on, Arlo, fix this!!!

[redsoxfan44]

Just wondering if you all have free 7day cloud based service?    Is that the common denominator?

[MrWillie]

Fixed.  I kept digging around until i saw  in Google Play there was an update awaiting for the Arlo Home Secure. Once I installed the update and restarted my phone, I was able to login without any more problems. 

[MK79]

Yes, I too have the 7day free cloud program which was offered earlier on.  I hope that this is not the only common denominator.  I will look more exhaustively for an APP update or version on Google Play Store account while waiting for help from Arlo.

It looks like there was an update in the Arlo cloud account system which created the 'internal error' problem for certain groups of older phone/tablet hardware.  Hopefully Arlo will figure this out and cure the problem.

[John52416]

@MK79  Do both phones have the same operating system version? An outdated phone operating system could cause a compatibility issue. Check storage capacities also in both phones. See if they are both the same or if the one that's having the issue has less. Not having enough ram/storage space can also cause an issue. 

[redsoxfan44]

However, the internal error also occurs on the website (for me), so phone specs should not be  a factor.  @MK79  did you try the website?   

I saw the Android minimum version supported is 9.0 (which is what I am at)

[MK79]

Yes, both phones are IDENTICAL including operating systems EXCEPT my wife allowed for an Arlo APP version update earlier on.  And so, this phone has a newer version of Arlo APP and this one works (details were shared earlier).  This is why I was looking for various APP updates.  Given a recent report today from someone else of finding an update in Google Play Store, I will look harder as this might be a fix.

[StephenB]

---

@MK79 wrote:

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.)

---

3.6.6 was released in May 2022. Update the app.  You won't lose the 7-day cloud storage.

[MK79]

I can't log in and therefore can't allow the APP to update.  I've looked on line at the Google Play Store and there's no APP update available that way.

[Sooki]

Please note : internal error is only happening on my Amazon fire Tablet, phone its ok

[Sooki]

Yes only on my Amazon fire tablet , 

[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-sys...

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

• iOS 5.3.1
• Android 5.2.2

[Sooki]

Only problem is on all of my Amazon tablets  , Arlo model VMB4500 , S/N 5K329B70A7353 , MAC # A4116260EA07 , this is off of the base station 

[redsoxfan44]

FYI, the web access is now working at My Arlo and no longer getting "internal error".   It choked a few times and tried to tell me my device (windows PC) was not supported and other nonsense errors, but eventually I could get through and see my videos on website.  I never even knew that existed!    That may be a workaround for anyone who can't use the app on their phone.   See if phone browser interface is usable for you.

[ggar14]

I have same problem.  Somebody help!

[hmsUG]

I have totally failed to login on the Arlo android app. I have variously tried

- resetting my password via the web portal

- uninstalling and reinstalling the app

- using a different phone

 Nothing works. After I try logging in I just get the login screen again. 

Please help. 

[StephenB]

---

@ShayneS wrote:

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-sys...

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

• iOS 5.3.1
• Android 5.2.2

---

@JamesC - can this article be revised to include the minimum version of Fire OS?

[John52416]

@ShayneS  This article is outdated the app was updated in Nov current version 5.2.2_28766 required Android OS 9 and up. 

[John52416]

@MK79  The app version is on Google play store in the about this app section. 

 

 

[redsoxfan44]

FYI, Mine is working again.   I didn't do a thing.  Just pressed the LogIn button on app

Thanks, Arlo.

p.s. I noticed my web login was force logged out when my phone App logged in.  I guess thats okay, but not sure why its necessary.  There could be a use case for having two apps active at once.