iPhone App Login Issue: “Unknown error” after reinstall/reset attempts

[Oxsy]

Hello everyone,

I am contacting you regarding a new issue that started affecting my Arlo iPhone application only. Whenever I open the app and try to log in, I receive an “Unknown error” message. The issue persists even after trying multiple troubleshooting steps from scratch.

What I already tried:

• Reinstalling the Arlo app completely
• Removing all app data
• Restarting the iPhone
• Resetting/changing my password
• Logging in again with the updated credentials

Unfortunately, the result is always the same: “Unknown error”.

Important details:

• The issue appears only on the iPhone application
• Internet connection is stable
• The problem started recently (~2 weeks ago)
• I also recorded a screen video demonstrating the entire issue step-by-step:
  "drive.google.com/file/d/1BpOIhNcfABGj9c7PXDSVsLaPMrmGQK-x"
  
  

Thank you in advance for your support.

[BrookeN · Accepted solution]

The team is investigating the symptom. In the meantime, there's a workaround that should help you log in successfully. 

Can you try the following? 

Create a temporary Arlo account

• Open the Arlo Secure app and tap Sign Up
• Use a different email address to create a new account
• Complete the setup and verify your email when prompted

Trust your device

• Once logged into the temporary account, follow the on-screen prompts to trust your device
• Confirm that you can fully access the app on this temporary account

Switch back to your original account

• Log out of the temporary account (go to Settings > Log Out)
• Log back in using your original Arlo account credentials
• You should now be able to log in successfully