Arlo|Smart Home Security|Wireless HD Security Cameras

Re: Arlo Web Portal broken

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FoxRaynard
Guide
Guide

The web portal is broken. I cannot login or reset my password.

It's not an issue with my password as I can use it to login to the app.

 

The portal is making AJAX requests to https://ocapi-app.netgear.com/api which are failing. It looks like the API authorisation is failing (i.e. not my user authentication).

Here is a sample for the reset password AJAX request:

 

curl 'https://ocapi-app.netgear.com/api/resetPassword' -X OPTIONS -H 'Sec-Fetch-Mode: no-cors' -H 'Access-Control-Request-Method: POST' -H 'Origin: https://arlo.netgear.com' -H 'Referer: https://arlo.netgear.com/' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'DNT: 1' -H 'Access-Control-Request-Headers: auth-version,content-type,source' --compressed ;
curl 'https://ocapi-app.netgear.com/api/resetPassword' -H 'Sec-Fetch-Mode: cors' -H 'Origin: https://arlo.netgear.com' -H 'Auth-Version: 2' -H 'source: arloCamWeb' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'Content-Type: application/json;charset=UTF-8' -H 'Accept: application/json, text/plain, */*' -H 'Referer: https://arlo.netgear.com/' -H 'DNT: 1' --data-binary '{"email":"*******@gmail.com","EnvSource":"prod"}' --compressed

 

And the response:

 

{"error":{"code":401,"context":null,"message":"Unauthorized. User is not authenticated.","status_code":401}}

 

I'm assuming this OCAPI is not the same as Salesforce Commerce Cloud OCAPI, if it is you need to fix your access token.

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JessicaP
Arlo Moderator
Arlo Moderator

Hey everyone,

 

You should be able to log in through the web portal on your computer using this link: https://my.arlo.com. If you're still experiencing the issue with logging in, please let us know.

UPDATE/EDIT: If the link above is not working properly, try to clear your cache/cookies on your browser or try using incognito mode or a different browser to see if that helps.

View solution in original post

92 REPLIES 92
ScrapmanUK
Guide
Guide

I have this problem too.  Unable to login on 3 different browsers and 2 different PCs.  Shut down all anti-virus and firewalls, rebooted PCs, cleared all caches and managed to change my password but still unable to login on Windows 10.

 

Model: VMC4030 | Arlo Pro Wire-Free Camera
donpetroleum
Tutor
Tutor

Likewise, I'm also unable to logon via the web interface

FoxRaynard
Guide
Guide

It looks like the web portal has been updated to a new (broken) version as the UI is different.

 

I had a browser with the old version loaded which worked fine. Unfortuantely when I logged in on the app, it logged me out of that one and I got the broken new version 😞

 

This is an Arlo programming error.

donpetroleum
Tutor
Tutor

Thanks FoxRaynard

 

I guessed, the interface is subtly different. I wonder how long it'll take to fix ...

 

The Android app version still works (for now)

 

 

iSage
Luminary
Luminary

  Same here.

  No problem logging in using the Arlo app on my iPad or my iPhone.

  But can NOT log in using either my Windows desktop's or Windows laptop's browsers (that include all recent versions of Firefox and Chrome).

Model: VMC3030 | Arlo Wire-Free Camera
eltelboy
Star
Star

Yes same problem here....app OK but windows unable to login.

huskerlee
Aspirant
Aspirant

Web keeps telling me something went wrong?

Model: VMB3500 | Arlo Base Station
Jeeplover
Tutor
Tutor

Same here but, is it just me? Or, has Arlo gone though a serious change lately. My system has worked perfectly for YEARS! As of maybe a month ago every week once or twice I have an issue, I would consider it possible that my whole system (all purchased together several years ago) is getting old but, if it isn't the base getting dropped causing a complete removal of the system and re-installation (their only fix really), it's the portal not working now? I literally just used it yesterday.

Model: VMC3030 | Arlo Wire-Free Camera
tjlight
Aspirant
Aspirant

I'm using a MAC computer and have the same issue, cannot check on computer, but app on Iphone is working. 

sfdfg
Star
Star

Yes, another quality release from the Arlo software engineers amateurs. Have they not heard of testing?

 

Surely they have some form of change and release management in place that involves a backout plan?

 

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

 

Or is that just me?

 

Having worked in IT for 21 years I'm pretty sure it's them and not me....

Jeeplover
Tutor
Tutor

@sfdfg wrote:

Yes, another quality release from the Arlo software engineers amateurs. Have they not heard of testing?

 

Surely they have some form of change and release management in place that involves a backout plan?

 

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

 

Or is that just me?

 

Having worked in IT for 21 years I'm pretty sure it's them and not me....


Actually, being a professional, you would run it in a test environment to make sure all was well, Right?

sfdfg
Star
Star

@Jeeplover wrote:

@sfdfg wrote:

Yes, another quality release from the Arlo software engineers amateurs. Have they not heard of testing?

 

Surely they have some form of change and release management in place that involves a backout plan?

 

Surely the moment you put something live and you find no one can log in, then if you can't fix it in the space of a couple of minutes you invoke the backout plan, don't you?

 

Or is that just me?

 

Having worked in IT for 21 years I'm pretty sure it's them and not me....


Actually, being a professional, you would run it in a test environment to make sure all was well, Right?


Well, yes, that goes without saying, although when dealing with Arlo of late...

 

Joking aside, I was giving them the benefit of the doubt as you do sometimes get funnies when promoting software between environments, so things can work fine in Dev or Test but then fail when going to Production due to unforeseen environmental differences. In that case though, you just back things out as quickly as possible while you figure out what the difference is!!

jguerdat
Guru Guru
Guru

Same here. Have you contacted support?

 

https://www.arlo.com/en-us/support/contact.aspx

jguerdat
Guru Guru
Guru
FoxRaynard
Guide
Guide

Agreed. Looks like they are hacking rather than reverting to a known good release though:

 

curl 'https://ocapi-app.netgear.com/api/resetPassword' -H 'Sec-Fetch-Mode: cors' -H 'Origin: https://arlo.netgear.com' -H 'Auth-Version: 2' -H 'source: arloCamWeb' -H 'User-Agent: Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36' -H 'Content-Type: application/json;charset=UTF-8' -H 'Accept: application/json, text/plain, */*' -H 'Referer: https://arlo.netgear.com/' -H 'DNT: 1' --data-binary '{"email":"***@gmail.com","EnvSource":"prod"}' --compressed

 

Respone: 

<html>
<head><title>403 Forbidden</title></head>
<body bgcolor="white">
<center><h1>403 Forbidden</h1></center>
</body>
</html>

 

So the response has changed from JSON to HTML And still doesn't work 😐

 

And there is now an error message, 'Something went wrong' as helpful as that is 😐

jguerdat
Guru Guru
Guru

Same here. Contact support:

 

https://www.arlo.com/en-us/support/contact.aspx

sfdfg
Star
Star

Umm... that's a pretty fundamental change there! I'm assuming it should be one or the other and they should really know which it needs to be - that does smack of a panicked pressing of buttons to try and make it work again.... Keep an eye out - they'll probably work their way through XML and good old fashioned CSV files before long! Smiley Very Happy

ScrapmanUK
Guide
Guide

Yep same here.  Screen goes red and tells me my passowrd can't be blank (when it wasn't)

ArtSl4ve
Aspirant
Aspirant

I have read multiple posts saying the same, but I can't find any solution.

For months, I have had no issues logging in via google chrome. Today, the arlo landing site looks new, and I keep getting the error "Something went wrong, try again" 
I have cleared the cache, cookies and history, and was obviously able to log in here to support, tho I couldn't go from this page back to the log in.  I have tried  to log in on both Firefox and Safari with the same result. 

 

What's going on Arlo?? 090419.jpg

FoxRaynard
Guide
Guide

The password being blank message is after the page reloads, which is also not a great user experience.

 

Try entering your password and deleting it; you'll get the error message. This shouldn't display on page load before you get a chance to enter anything but it does 😐

 

I'm actually a Software Architect and build international eCommerce sites.

Arlo, do you need my help ? 😛

JM98110
Aspirant
Aspirant

When I attempt to logon to the arlo website, I enter my password, and it disappears; I get a message saying that the password field may not be blank.  A red message appears at the top of the page that says Something Went Wrong.

 

If I click on the "Forgot Password" link, the same message appears at the top of the page.

 

The app on my phone works fine.

 

 

Model: VMB3000 | Arlo Base Station
ksss11
Luminary
Luminary

This morning we cannot log in to acct to view cameras. It is a different format and says 'Something went wrong. Try Again."

What do we do? our password and log in we used for 3 yrs isnt working.

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Jeeplover
Tutor
Tutor

@jguerdat wrote:

Everyone contact support!

 

https://www.arlo.com/en-us/support/contact.aspx


At least that would keep everyone busy trying to get help from support while Arlo mob tries to fix the problem. I have had to contact support several times in the past few months and honestly was such a huge and agravating waste of my time. The only solution offered to correct every problem I have had (not on  my end) was to remove the entire system and re-install as if new. Hahaha!!

Gardrum
Aspirant
Aspirant

I can't login on chrome. Unable to access cameras and not happy.

Model: VMB3000, Windows