Pro. Can't access system with new phones. Device not recognized. Tried password change.

[lap2]

We got new Andriod phones. Tried to access the Arlo App.  System doesn't recognize the devices. Can't get push notification on new phones to verify it's us. Tried logging in to the Web Portal and it won't let me in at all.  Now what?

[lap2]

Okay. I can signin to the Web Browser on my PC.  All support articles say to go to my Profile and add the new devices to allow push to the new phones and delete the old.  There is no such 2 step verification option under Profile in my web browser.

[StephenB]

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@lap2 wrote:

Okay. I can signin to the Web Browser on my PC.  All support articles say to go to my Profile and add the new devices to allow push to the new phones and delete the old.  There is no such 2 step verification option under Profile in my web browser.

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Do you see "Feed" and "Dashboard" in your app menu?  Or do you see "Library" instead?

Instructions do depend on what you see:

• How do I edit Arlo two-step verification settings?

With Feed, click on your name (labeled as "Account Profile and Security") after you click on the profile picture.

Though my recollection is that this is best done on your phone.

[lap2]

Apparently, I'm only accessing the store profile on my PC. There's no ability to change trusted devices under suppot there.  All I get on my new phones is Device Not Recognized so I can't log in to the Arlo App to change anything and my old phones are gone.  I have no other trusted devices This is an Arlo Pro system which they apparently don't support anymore.  What a mess.  This worked fine before the new phones.

[StephenB]

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@lap2 wrote:

 All I get on my new phones is Device Not Recognized so I can't log in to the Arlo App to change anything 

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Have you switched to email verification after the app login times out?

[lap2]

I was able to log into the Arlo App on my tablet. I deleted my old phones from trusted devices and went through all the steps to add more trusted devices up to where it says to click on the bottom of that page where it's supposed to let me add.  There is no link on the bottom of any page in my profile to add devices.  All the help topics say it should be there but nope, it isn't.  So should I just dump the whole thing and start over like I just bought the system?  That seems to be the only answer.  So, how do I dump this whole system back to factory specs so I can start over from scratch?  Is there a way to do that? 

[StephenB]

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@lap2 wrote:

I was able to log into the Arlo App on my tablet. 

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Do you see "Library" in your app menu?  Or do you see "Feed" and "Dashboard" instead?

[lap2]

Feed and library. I'm considering dumping everything back to factory specs and treating it like I just bought ir, setup a new account and doing an initial setup. This an older Pro system that worked perfectly.  Still does on my tablet. It sucks I can't add the new phones easily.  None of the posted procedures work at all. Under my profile they say there should be a link for adding devices. Nope. I deleted my old phones thinking that might work.  Nope.

[StephenB]

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@lap2 wrote:

I'm considering dumping everything back to factory specs and treating it like I just bought ir, setup a new account and doing an initial setup.

I don't recommend that.  Too many folks have been unable to re-add their equipment to their accounts.

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@lap2 wrote:

Still does on my tablet. It sucks I can't add the new phones easily. 

I don't understand why you can't log into the phone, while near the tablet.  You should be able to select email verification when the push notication times out. (You will see "try another verification method" on the screen).  Then read the email on the tablet, and enter the code on the app.

When I 

1. press the profile icon in the upper left
2. press on my name ("Account Profile and Security")

I see Two Step Verification.   Are you seeing that?  If you are, then press it.

When I press that, there is a + sign in the upper right.  Press that, and you will see an option to "Trust this Device".

[BrookeN]

@lap2 Were you able to access the account?

[lap2]

I can on my tablet but nowhere on the APP is there anywhere to add the new phones as trusted devices. Looked 100 times and followed every step Arlo indicates but nothing works. I go to my profile, then navigate to trusted  devices where they say there should be a click on link to add  devices at the bottom. No link, nothing. All  I see there is that my tablet is the only trusted device. None of their Support suggestions are valid. 

Is there any way to just dump my current account and return my 4 cameras and Arlo router to factory  specs to start from scratch with a new account? I'm getting nowhere otherwise. If not the whole system will go in the trash and I'll opt for a different brand system that's more user friendly. This a 7 year old, perfectly operating system they now call EOL and don't provide any real person support for. Just a bunch of crap that doesn't work. The updated APP sucks too.  Too complicated. 

[StephenB]

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@lap2 wrote:

I can on my tablet

You haven't said what happens when you log into the app on one of the new phones (selecting email verification when the push notification fails).

[lap2]

Can't log in on new phones.  "Device not recognized". And it says they send a push notification to my tablet. Nope, no push notification ever arrives.

[StephenB]

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@lap2 wrote:

 And it says they send a push notification to my tablet. Nope, no push notification ever arrives.

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And when that times out, you should see "Try another verification method" on the screen. 

If you select that and try email, are you getting the email on the tablet?

[lap2]

Don't get those either.

[StephenB]

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@lap2 wrote:

Don't get those either.

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Maybe try enabling SMS verification on the tablet, and enter the phone number for one of the phones.

Then see if that works.

[lap2 · Accepted solution]

Now, literally without changing anything, I finally got a push notification on the tablet.  Clicked and poof, my new phone is now a trusted device. I just hope it works with the wife's phone when she gets home. Thanks everyone, Happy Easter! I'll mark this as solved once I verify it goes well on her phone. I think it might now. This tech stuff is certainly above my pay grade these days.

[StephenB]

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@lap2 wrote:

I finally got a push notification on the tablet.  Clicked and poof, my new phone is now a trusted device.

Great!