Arlo App Login issue

[DawnM]

Update: 5/28/18 @ 8:52PM Pacific

We have identified a DNS issue with certain Internet Service Providers that is causing connection to the Arlo app to fail. We are continuing to monitor the situation, and in the meantime we have identified a temporary workaround.

• Use a mobile device to connect to the Arlo app with Wi-Fi turned off (use cellular data/LTE). Please note that this option will use data from your cellular plan.

Some users have reported success logging into their Arlo app by updating their DNS settings to a public DNS server. For assistance with changing your DNS settings, it is recommended to contact your ISP.

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Update: 5/28/18 @ 12:50PM Pacific

As part of our ongoing investigation and with the help of our Community and Social users, we’ve uncovered that the Arlo app login issue is only affecting some customers on some service providers.

If you are seeing the message “We're sorry, Arlo is currently unavailable. Please try again later” and are willing to help us troubleshoot by providing us with your service provider (wifi or cellular carrier) and device type (iOS, android, web app). Please reply to this thread.

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Update: 5/28/18 2:07AM Pacific 

We are looking into reports that some users are still seeing the error "We're sorry, Arlo is currently unavailable.  Please try again later" or "cannot log in due to internet connectivity issues". This does not affect library recordings or any previously set modes and rules. We are continuing to investigate this issue, and will keep you updated here on this thread. 

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 Important Update 5/27/18 @ 11:00PM Pacific:

Some users had trouble logging into their Arlo apps earlier today, however, this did not affect library recordings or any previously set modes and rules. All systems are now up and running as expected. We sincerely apologize for any inconvenience this has caused."

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Update: 5/27/18 @ 10:19 Pacific

We wanted to provide you with an update on the current login issue some users are experiencing where you may be unable to login to your Arlo apps, or are seeing the message “We're sorry, Arlo is currently unavailable.  Please try again later". We are still actively investigating this issue and are working towards a resolution. Thank you for your continued patience. We will continue to update this thread as we have more information.

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Original Post 5/27/18 @ 7:55PM Pacific

Hello Valued Arlo Customers,

We are aware of an issue where some users are unable to login to their Arlo apps, or are seeing the message “We're sorry, Arlo is currently unavailable.  Please try again later". We are actively investigating this issue and are working to resolve it. We'll update this thread when we have further information/updates.

-The Arlo Team

[Jlu13]

Arlo mobile app on IOS (iPhone 7) I am on the Rogers cell and cameras are on Telus wi-fi. I am unable to sign in on my app or on the Arlo.com site.

[TLR71]

DawnM - yes. Contact me if you like.

[mrogers77]

Google Fiber is my provider, I use the Orbi router in AP mode. I cannot access Arlo when on WiFi, but can when using cellular network which is AT&T. This issue started last night for me.

[Holl2445]

Spectrum internet and verizon iPhone 6

[ddannheim]

I'm getting the Internet connectivity issue on my iphone, ipad and web.....I use Spectrum wifi here.  The cameras are connected to AT&T wifi.

[CJC77]

ISP: Spectrum in So. Cal.

Cell Provider: Verizon in So. Cal., IPhone 6

Was able to request password reset from cell phone once I disabled WIFI on my device. Retrieved email via desktop connected to WIFI. Clicked link provided and hit a wall with ARLO logo. I have not tried to access password reset site via IOS device. Standing by for clarification and fix of the issue.

[TinaA]

Spectrum, iPhone X.

[Lokobous]

Spectrum formerly time Warner cable Sprint HTC android

[Posarlosystem]

ATTN DAWN M ---

My isp is spectrum, my devices are android (a tablet, a phone) Haven't been able to use the system since 11pm eastern time last nite. Before that time it was giving issues with the log in. I have changed my password days ago per the message. My router is a linksys, it is up to date on its firmware. My cable modem is a Motorola.

It worked for awhile via a data connection on my phone but now that doesn't work either. Now im no computer guru but I dont think you can blame that on an isp...

I got this system due to break in's in my area and a convicted child molester living a block away. GET THE SYSTEM BACK ON LINE. Your tech people with their I could care less attitude is rediculous. 

[TLR71]

Charter ISP. AT&T. iPhone X. Mac works fine.

[MikeDaCajun]

If you are on a pc with windows 7 and know how to modity your hosts file you can edit it and add the following line at the end of the hosts file.

Go to the last line and hit [enter] then type

13.33.252.103 arlo.netgear.com

Save the hosts file.   Reopen your browser and try to log in again...whalah...you are in!

IMPORTANT NOTE:

Note you have to go to C:\windows\system32\drivers\etc folder in windows explorer

locate a file named  hosts 

copy and paste to your desktop

Right click on the file and uncheck "Read Only"

Click Ok

Now open the file - you will get a prompt asking what to use  to open the file. Click on "Choose a file to open this file" Find WordPad.exe and dbouble click...It opens the host file.

Go to the last line and hit [enter] then type

13.33.252.103 arlo.netgear.com

Save the file using File/Save from the menu.

Close the file

Right click on the file and check "Read Only"

Click OK

Now copy and paste that file back into the original directory.

Now try to open your myarlo login page...you are now in using wifi from you computer.

[ddannheim]

I am able to log in using Verizon data on iphone 7

[Rclifford]

While on Spectrum's service I cannot access arlo.netgear.com or any of my cameras from any device.  When I use my phone's data (t-mobile), all is accessible from the phone.

[wce]

Cannot log on using Iphone App:

Iphone SE IOS 11.3.1

Verizon Wireless

Spectrum - Time Warner - San Diego, CA

message "internet connectivity issues"

Works OK on Chrome Browser Dell laptop

Only issues are with the Iphone App, I have already deleted and reinstalled.

[Dj123]

Arlo pro cameras with VMB4000 base staion.

Getting meesages describe in your outage report also, I have noticed that I cannot log in using wifi, but can with my cell using phone service.

Is this possibly a software update issue?

[jguerdat]

The issue is an ISP DNS one. Some ISPs apparently screwed up their servers resulting in Arlo servers not being able to be resolved. Switching from the ISP DNS in your router to a widely-supported DNS server is strongly suggested. Google and OpenDNS are just two options out there.

[BTodd]

Getting error....."cannot log in due to internet connectivity issues"

Spectrum is our internet carriar. Using IOS.

Im getting extremely irritated not being able to access my cameras.

[matcon]

The issue has not been resolved.

My network provider is TPG. The fail message comes up when on Wi-Fi but the cameras work correctly when I turn off Wi-Fi on my phone and instead use cellular. Hope this helps.

[dporterltg]

Still receiving error message "Sorry, we are having trouble signing you in because of internet issues".

I only get this message on my iPhone 8 when I am at home connected to my wifi (Spectrum).  If I turn wifi off on my iPhone and use cellular (att&t) I can log in.

Please help.

Don

[Betten]

I cannot log onto my cameras. with the app. It keeps saying I have no internet connection and I do, everything else works in my house but the app. I have spectrum cable and ios verizon phone. Both mine and my husband cannot log on and we have the same phone.

[mrcoop]

My system is still not connecting. Does anyone have an answer to this issue yet?

[ssalas19]

Cannot login either way because login page is frozen  kwery board will not come up at all.  there is no way to login.  I'm so frustrated with this!!

[Mecsgt57]

I'm unable to login.  Been getting the message since yesterday evening, "Sorry, we are having trouble signing you in because of internet connectivity issues".  "Do you want to try again?"  "Yes or No?"   

My service provider is Spectrum(Wifi) and Device type is Apple Iphone IOS 10.3.2.

[jguerdat]

---

@BladeCanyon wrote:

Re:  Changing DNS settings

Are you saying change the DNS settings on the Arlo base unit?  If so, how do you do that?

I can change the default DNS settings in my PC, but if I log into the router itself I don't see a DNS option.  (ASUS router).

---

Nope, you need to change them in your router to be global. I'm not currently using an Asus router but check the settings for your Internet connection. There should be a setting to allow you to specify servers other than the ISP default ones.

For the rest of you, blaming Netgear for this is just not smart. Netgear isn't supplying your DNS servers - your ISP is. Blame them. It seems that Netgear has worked with the various ISPs to correct their tables but ISPs have too frequent problems like this so using real servers that are properly configured and supported is highly recommended.