There was a problem trusting this device

[DFH3]

I am trying to log in with a phone that already is setup with Shared access (and has been for months).   After logging in,  when  prompted on the primary account phone - "approve" is selected.   Then when selecting "Trust Device" on the affected phone,  tjhe following message comes in in a red banner at the top: "There was a problem trusting this device"  - please advise. 

Thank you!

[jguerdat]

Check Settings, Profile, Login Settings, Two-step Verification. You may need to remove old/duplicate devices using the Edit tag.

[DFH3]

Thank you for the information.   There was no old/duplicate device.  However, when clikcing on Two-Step Verification it is only listing My Device and only one of the other 3 devices that are listed under the "Grant Access" Tab on the mobile device. 

[jguerdat]

I'm not sure whether you're using the primary account to do this or one that was granted access. If the latter, try the former.

[DFH3]

Hello,

I have been using the primary account. 

Thank you!

[jguerdat]

Dunno. Have you rebooted the phone and reinstalled the app?

[DFH3]

I'll Try this - Thank you!

[Jh05]

Thanx for the advice. But rebooting doesnt work. Is there any aother possibility to solve this problem? I use a new Iphone, removed the old device in the settings. But it is not working with new device and new authority code…

Please help, othetwise the app isnt working.

Thx

[StephenB]

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@Jh05 wrote:
I use a new Iphone, removed the old device in the settings. But it is not working with new device and new authority code…

Please help, othetwise the app isnt working.

Have you tried the option to not trust the device?  That would at least give you access.

[Jh05]

Why should this option give access when I press „not trust“?

[StephenB]

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@Jh05 wrote:
Why should this option give access when I press „not trust“?

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Several other posters here have reported that it did give them access.

[CCHH]

Wow that absolutely worked for me. I had the same issue as OP has could not get the app to accept the new iPhone as trusted device. Clicking on Dont Trust actually allowed me to get in and all my cameras were available. Thanks!

[Jh05]

Thanx, this suggestion was very helpful.

[cherikcavanaugh]

I've been messing around with this for several days. It is sooooo bizarre but your tip actually did work for me. Thanks so much!

[Helper101]

Agreed - had the same issue and hit "don't trust" and that seemed to work. 

[zkanuck]

Thanks for suggesting this. NOT trusting allows the new device. Sh*t like this makes me hate the Arlo software and brand. It’s so dysfunctional and unintuitive. So many times I’ve come THIS close to selling the kit and switching to another option…

[JamesC]

The Arlo development team is continuing to investigate these reports. We appreciate your patience while we work to isolate and resolve this issue. I will provide more information as soon as it becomes available.

JamesC

[wbcory]

I just bought a new iPhone, and despite my reading numerous articles on how to set up my new phone as a Trusted device I have failed to get it to work.  Each time it tells me Arlo failed to recognize the trusted device.  But like the rest of you, when I clicked "don't trust" it allowed me to get into my account with my new phone and operate as normal.  

[JamesC · Accepted solution]

This issue has been resolved. Please authenticate and attempt to trust your new iOS devices again and let us know if you still experience any issues.

Thanks,

JamesC