Arlo Pro Setup

[walla336]

I am setting up a new arlo pro base station and account. The iOS app and Chrome (laptop) broswer let me log in to their respective site and find the base station. When I click Agree to the terms, the app times-out with that as an error and says I need to log in again. Chrome or any broswer on arlo.netgear.com just takes me to the login page. Any help is appreciated. 

[TomMac]

when setting up the phone and base must be on the same network...

Use the same password/user id on the browser as the phone ( https://arlo.netgear.com/ )

[walla336]

I even tried plugging my laptop into the router. Also, I am using same user / pass.

[Coy9901]

I am in the same boat! I just got off the phone with tech support. They said that there's an outage and to try back on a couple's of hours. Well, that good feeling after spending $900 didn't last long, huh? I'm bummed out. Maybe return?

[HughCasiano]

I just bought four of these from Costco and I'm having the same problem. Sucks!

[walla336]

I will see how it plays out. i get that sometimes things happen but I am curios how often outages occur and how they are communicated. If there are alot, whats the point of having it online... Also, if I do not know about them, I waste a lot of time troubleshooting. 

[MarsVoltron]

Just purchased and am glad to find this post. This is a little unsettling. Do these outages effect their cloud when using the cameras?

[HughCasiano]

I am returning the four units I bought from Costco tomorrow. I will try the other brand they had, I was impressed with this one first but it is more important that it functions.

[Coy9901]

Is this outrage just affecting new customers trying to set up, or is it affecting current customers too?

[walla336]

They said it is just new customers. There is a bug when you accept the terms and conditions. If you call they will take you email and email you when it is resolved.

[JamesC · Accepted solution]

Dear Arlo customer,

On Tue 2nd of May, Arlo team is performing an emergency update to the cloud from 9PM to 9:15PM Pacific Time. Arlo users may not be able to log into the Arlo apps or the web portal during this 15 min update. But rest assured the cameras will continue to function as expected during this update and your recordings will be updated to the cloud as expected. 

After the update is complete, you will be able to login and access all your camera activity as usual. We apologize for this inconvenience, and appreciate your patience and understanding.

UPDATE - May 2nd at 9:20 PM PDT

The update to the Arlo cloud has been completed with minimal down time. Users that may have attempted to log into the Arlo app or web portal during that time may have seen an error of "Incorrect Username or password". You should no longer encounter this issue now that the update is complete. 

If you are still experiencing unexpected behavior with logging into Arlo please let us know at Arlo Support.

Thank You,

Arlo Team

[Coy9901]

Thanks for that update, Arlo team, but I couldn't set up my camera from 8pm-10pm Eastern time, not just the 15 minutes that you're talking about. I tried again this morning (3 May), and it worked. I hope this is not the norm, although I am glad that the Arlo team is watching these threads and responding!