Installation frustration

[Eagle-eye]

Hi all.

Having some issues setting up my new arlo pro. The app seems to hang whenever I reach the 'terms of service' page, with the error "your session has timed out. Please log in".

I have created an account and can login, but no matter how I navigate to the screen, is always hangs after approx 5s before the error. I am on solid wifi and next to the green-lighted base station. For what it's worth I've tried re-downloading the app.

Any thoughts on a remedy? Super keen to set this thing up!

[HughCasiano]

I'm having same issue.

[Innisfilpatriot]

Is there a fix for this problem yet? 

I cant get past this terms pf service screeen. 

[Dtnr8b]

Anyone get a fix yet?

[david12345]

Same issue here

[Pratusion]

I just got mine today as well, having the exact same issue.  Can't even get a number to call these guys.

*Edit 5-20-17 10pm EST

The number is for netgear 1 (888) 638-4327 Customer Service

Very nice woman I spoke with said she was aware of the problem and they have taken the system down to try and work on it.  Also was told to check in every so often to see if it works.  

[Tenfootelvis]

I got mine today.  Been having the same issue on both phone and computer.  On the same network on all devices.  Very frustrating

[al_z]

It seems like the server is currently down. I just contacted Arlo Support and they told me to retry in a few hours.

[Tenfootelvis]

Wonder if that means, when I really need security images, the server might not capture them.  

[al_z]

Well, I just did a search and it doesn't look like it happens often, so it might be just a coincidence.

[Innisfilpatriot]

Well. There are quite a few of new clients here that are frustrated off the bat. This better be cleared up soon.

[rjl60462]

Having the same issue.  Unable to complete setup.  Tried both iPhone and laptop to no avail

[Orangefabric]

Same issue here. The Tech support blamed AT&T as the problem and she said I should try again later? What kind of response is that?

Pretty upset with a brand new product that doesn't work out of the box 😞

[nit407]

I was getting the same errors this entire evening. It is working now though. I was able to register, sync the cameras and download the firmware update also on the base unit.

[Eagle-eye]

Appears resolved - logged in and it now works

[TomMac · Accepted solution]

UPDATE COMPLETED: Tue 2nd of May, Arlo team is performing an emergency update to the cloud

[ Edited ]

‎2017-05-02 11:03 PM - edited ‎2017-05-03 12:45 AM

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

[TomMac · 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