Can't sign in

[FoxRaynard]

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.

[prettyh8]

Same here. I can only sign in on my phone. If I try to login on my desktop, it says my password is incorrect.

[JessicaP]

Hey @parsrgood,

Try to clear your cookies/cache on your browser to see if that helps.

[mamarcac]

Seriously all they needed was a simple redirect for anyone who visited arlo.netgear.com...and all of this could have been avoided. I really don't get what Arlo is doing, I really don't.

[McZipkin]

Same problem: Can't login via PC browser (Chrome)). IPhone still works, so log-in and password are both valid. On PC, password field keeps disappearing.

Support says, "Problem has been solved" but it has not and Support offers no further analyisis, description or solution.

[Bricktrix]

Same here. Log in via phone app all good on 2 phones using our password. Log in via browser on pc (either chrome or firefox) it just goes back to password required again.

Have tried re-starting pc, looking at issues with updates such as temp internet files being moved, corrected everything, still can get in.

[JM98110]

Thanks for the confirmation!  I have tried both Chrome and Edge and get the same result.

[parsrgood]

@mamarcac  I agree with your assumption that Arlo is clueless. Their moderator is requesting that we clear our cache and try logging in at my.arlo.com when they are well aware they screwed up again. Anyway, just like you said it could have been avoided with a redirect. I did find that my.arlo.com/#/home works. It's still not right  because you have to plow through two screens before you finally get to where you can view your cameras. And then you'll notice some changes they have made. Icons smaller, series of dots as camera loads etc.   Once again Arlo screwed things up and they refuse to own it. It's at the point now where it's almost comical how jacked up Arlo is now. Let's see if they can at least get back to 65% of the company they used to be.

[mamarcac]

We never see the inner workings of a company really, but I can imagine they've had a brain drain based on the products they've been putting out. Like the past few firmwares have clearly had zero testing. We hit issues THE MINUTE we install and start using it. So obviously they don't even test their stuff once.

Priority #1 for Arlo needs to be Speed and Stability; gimmicky icon color changes and new fonts are wastes of time and misdirecting their energy. I just picture a team of clueless managers at their office. Sorry but how else could so many bad things possibly be allowed to happen?

[parsrgood]

@mamarcac 

My guess is from the CEO (Matthew McRae) down down through management has made a commitment to saving money by not updating and improving their servers. They continue to sell a product with misleading advertisment fully aware that they can't deliver on their end. They in turn have their support and forum moderators have us jump through the usual hoops. It should be illegal what they are doing and I don't know how Arlo's CEO Matthew McRae sleeps at night. I fully expect for this comment to be taken off by the Arlo Community Police. I have copied the thread to this point and all of my comments on all threads are saved. We have spent a lot of money on a product that has been severely downgraded since our initial purchase. I will continue to see if this might interest a firm that might help up recoup the money we have spent on Arlo products. 

[JessicaP]

If anyone is still experiencing problems trying to log in through http://my.arlo.com, try going through incognito mode or a different browser to see if that helps.

[parsrgood]

Just a heads up. I have stopped getting email motion  alerts on all cams. This reinforces that Arlo has completely gone awry. 

[StephenB]

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@parsrgood wrote:

Just a heads up. I have stopped getting email motion  alerts on all cams. This reinforces that Arlo has completely gone awry. 

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my.arlo.com is working normally for me, and nothing is reported on status.arlo.com.

I don't use email notifications, so I can't speak to that.

[Gardrum]

I still login on the Arlo web porta on my PC. What is going on Arlo?

[700rng]

Also,  flash player only works once and have to allow every time.  

[NewtoArlo2K17]

Using latest Chrome browser on Win 10 Desktop PC.

Web portal is operational for me again as of this morning but it now asks for a complete login everytime I use it

[Craftman15]

I have been having the same problems and the solution offered does not work.  The answer for these people is always clear cache, restart, or something on our end etc.  I have been having problems with my cameras working for quite some time.  Its an every day thing, they always end up off line then go home from work fix that night and do it all over again the next day.  This system is what I like to call a POS!  I am currently researching buying a new system and I highly recommend not buying this system.

[rb8grand]

I've been trying for two days to get logged in from multiple computers, using multiple browsers and all the suggested URLs.  The site just spins,  and then redisplays the login.  Firefox states there is a long running script.  There are two scripts running that are attempting to connect to GoogleTagManager and rum-static.pingdom.net.  Just putting in the URL generates a GET to google-analytics besides taking at least 1.5 minutes to display anything.  Then entering username and password it tries to authenticate to ocapi-app.arlo.com, fails and redisplays the login page.   What?  Roll it back for cryin out loud. 

[Macahi]

This is the problem I've been having since yesterday.  I can always successfully log in, but I'm required to every time.  I'm on FF 64/mac.

[wesley65]

I can sign in using the app on my phone but for some reason I can't sign in using the computer. It is the correct password but it will not sign in. Even the sgn in page seems to be a little different. 

[TomMac]

Yes, it appears the web prgm is changed too..... But had no issues signing in.

Make sure your seeing my.arlo.com in the browser

[Jimmie_Arlo]

I always used firefox to stream live video on camera.

Yet, after Arlo company is no longer partner with Netgear the web browser like firefox does not work.

Keep asking to update the Adobe flash player even the updated completed.

Only Internet Explore worked with new arlo portal. 

https://my.arlo.com/#/cameras   (copy this link and paste into Internet Explore _Not firefox or google chrome)

Hope this help

[StephenB]

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@Jimmie_Arlo wrote:

Keep asking to update the Adobe flash player even the updated completed.

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That has nothing to do with Netgear.  Flash is in the process of being deprecated, and over time it is getting harder to run.

You can use the web client in Chrome, Firefox, and Edge - but you do need to know how to enable flash content.

I posted some info on that earlier today here: https://community.arlo.com/t5/Arlo-Pro/Adobe-Flash-Player-Update-Failure/m-p/1722871#M61486

[janettechud]

I am having terrible troubles with Arlo.  I cannot log in despite using the correct web address.  My password is not working.  the base station on my home is not working, but 3,000 miles away the base station on our winter home IS working.

I am getting pretty desperate.

[StephenB]

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@janettechud wrote:

 I cannot log in despite using the correct web address.  

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Are you using https://my.arlo.com ?

[janettechud]

That worked. Can you help with my base station issue? It suddenly produced nothing but amber light on power ... I have performed all the necessary remedies even buying new base station. I still have just amber light