Add trusted device issue

[thal_gr]

When I try to add new iPhone as trusted device, I keep getting "Oops! An error occurred."

I have the two step verification and have SMS as the primary step. I’ve tried several times to add my new iPhone as trusted device and I keep getting the same error message…. I’ve uninstalled the app and reinstalled without success.

[JamesC]

The Arlo development team is continuing to investigate these reports. We appreciate your patience while we work to isolate and resolve this issue. I will provide more information as soon as it becomes available.

JamesC

[JamesC]

I've escalated this topic, we're currently reviewing reports of this issue and will provide an update once we know more.

JamesC

[StephenB]

Lots of folks having this issue at the moment. The work-around is simple - choose "don't trust" for now.

[Ianlighting_1]

For 8pm o. I have same issue. I’m on iPhone 7 which I have just started as a replacement for a previous iPhone 7 that broke. It’s on latest software. I restored it using the iPhone to iPhone sync rather than iCloud or iTunes.
Work around of selecting Don’t trust seems to work so far.

[jamesa4]

purchased new phone and no longer have access to old one, I've changed verification to get access to Arlo but when i try to grant access it tells me (device not trusted, try again) please advise...

[R_Leaux99]

Similar issue here - iPhone XR, iOS 15.4.1, Arlo Secure app version 3.6.5 (3415).

Everything had been working fine until about three days ago, when I noticed that when trying to log into the My Arlo web portal, I was no longer receiving trusted device push notifications in the mobile app. I still got (and continue to receive) push notifications for motion alerts, but the two-step verification notifications never arrive.

I tried removing my phone as a two-step verification method and then adding it back, but now the "Add Trusted Device" step fails with a "There was a problem trusting this device. Try again" error.

[SteveWA]

I am using 3.6.6 on iPhone 13 Pro.

"There is a problem trusing this device"

[krillezzz]

Hi,

Trying to setup my account but Arlo app wont trust my device. Tried delete the app and reinstall, but same problem. It just say an error occurred, try again.

[StephenB]

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@jamesa4 wrote:

purchased new phone and no longer have access to old one, I've changed verification to get access to Arlo but when i try to grant access it tells me (device not trusted, try again) please advise...

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It's an issue Arlo is investigating.  For now just choose "Don't Trust".

[StephenB]

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@krillezzz wrote:
Hi,

Trying to setup my account but Arlo app wont trust my device. Tried delete the app and reinstall, but same problem. It just say an error occurred, try again.

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Known issue that Arlo is investigating.  For now, choose "don't trust".

[lillyb]

I just switched from an iPhone 8 to an iPhone 13 and I am having this same exact issue. I keep getting an error even after verifying the two step process with both text and email.

[calsnowbrewco]

having trouble linking with new iphone as a trusted device

[StephenB]

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@calsnowbrewco wrote:

having trouble linking with new iphone as a trusted device

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That's an issue Arlo is investigating.  Just select "Don't trust" for now.

[SPDP]

I'm having the same problem...except that I bought both the 4-pack from Costco and a 3-pack from BestBuy, so more to return if I can't get past step #1 of the setup.  Thank goodness I haven't mounted anything yet!

How do I open a support ticket?  Tried chat and it told me I was not eligible for support.  If I can't set it up, I'm definitely not going to keep it!

[Duke-Mel]

Im trying to follow the setup instructions for the Arlo app on my iphone. When I say 'trust' this device it says ' cannot trust'

HELP

[StephenB]

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@Duke-Mel wrote:

Im trying to follow the setup instructions for the Arlo app on my iphone. When I say 'trust' this device it says ' cannot trust'

HELP

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It's a recent issue that Arlo is investigating.  For now, just choose "Don't trust".

[Amcoffey]

Don’t trust worked for me too. Thanks for the tip!

[Ashley1234]

I got a new phone and am not able to get past the trust screen. when I click on 'trust', red message appears on top stating that it's unable to trust this device. Try again. I have also uninstalled and reinstalled app and still no luck. Your assistance is appreciated. Thank you.

[StephenB]

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@Ashley1234 wrote:
I got a new phone and am not able to get past the trust screen. when I click on 'trust', red message appears on top stating that it's unable to trust this device. Try again. I have also uninstalled and reinstalled app and still no luck. Your assistance is appreciated. Thank you.

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It's a recent bug that Arlo is investigating.  For now, just choose "don't trust".

[gnewburgh]

new phone iphone not recognized

[JC19751980]

Hello everyone,

When I go and try to add new iPhone to my account as trusted device, I keep getting "There was a problem trusting this device Try again. "  Error  (I just got the new phone 2 days ago)

I have the two step verification and have SMS set up as well as email and i have my old phone in the drawer (but it doesnt help). I’ve tried several times to add my new iPhone as trusted device and I keep getting the same error message…. I’ve uninstalled the app and reinstalled without any success.

Any info or help will be greatly appreciated.

JC

[StephenB]

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@JC19751980 wrote:

When I go and try to add new iPhone to my account as trusted device, I keep getting "There was a problem trusting this device Try again. "  Error  (I just got the new phone 2 days ago)

This is a recent issue that Arlo is investigating.  For not, just choose "Don't Trust".

[Duke-Mel]

Thanks so much

Do you know why the camera would have a blue solid light I assume this is fully charged?  However when I get it connected to the app the app says its got no charge and turn's on for a few minutes and then turns off and says its offline?

[StephenB]

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@Duke-Mel wrote:

However when I get it connected to the app the app says its got no charge and turns on for a few minutes and then turns off and says its offline?

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Is it also showing offline on a PC (browse to my.arlo.com)?

Did you charge the camera before you on-boarded it?

if yes, I'd try charging it again, and look at the battery status in the app to confirm it is fully charged.

[ABG-NL]

Amazing, had same issue and indeed “don’t trust” worked to finish set-up as trusted device, too funny

[Shane_D]

Nothing works for me either

[garcia_juanluis]

Has this been resolved by any chance? I've been seeing the same issue and can't get thru no matter what.

[lillyb]

Yes, click don’t trust device.