Impossible Install With Token Invalid Message

[Mamrama]

Hello I have bought an WMB3000 ARLO camera : 48E35C7GA12B9. I can not use it as when finishing the set up it says : access token invalid. Then it asks for a login/password process but when I try to retrieve the password, it says the account does not exist. I tried another mail address with no success. Eventually a last mail address seemed to be fine, but it says : time access expired. Last try : after the product is identified as 48E35C7GA12B9, it says this product is not recognised and I have to contact support. So impossible to come to a result. I'm fed up with all these problems. PLEASE help. Thank you, regards,

[ShayneS]

Mamrama,

Are you using the web portal or a phone/tablet?

[Mamrama]

thanks for replying

I started with the app (that shows "acces token invalid", then asked for a login / password process (with no result as the mail seemed to be unknown in the database. I use Iphone 6S with IOS 12 

Then I tried to do it on PC  but it tells first that the session has expired. After a new try it tells that the device is not recognized.

Thanks

[ShayneS]

Mamrama,

Just to be verify, you have not previously set this system up & this is a new system? Have you tried to reboot the base station?

[Mamrama]

[Mamrama]

Above are 2 screenshots (in French, sorry), one for pc browser and the other for the app. For the App, I used a mail address that was not use before (If I use a mail address that I've already tried, i'm directly directed to login page)

Thanks 

[Mamrama]

Hi ShayneS,

You are right, I bought it from a colleague who has probably used it before. Nevertheless, the base station was reset three times during my attempts to set it up

Thanks,

Regards 

[jguerdat]

The problem with not finding the device is that the previous owner probably still has it listed in his account. Have him delete all devices in Settings, My Devices and you should be able to then claim the base.

[Mamrama]

My colleague tells me she does not have access to her account anymore since yesterday. Thus, she can not change anything.. Does this have anything with my issue ?

Thanks,

[jguerdat]

Possibly. If she can't access things, you'll have to open a case with support here.

[Mamrama]

Hi jguerdat, could you tell how to open a case in support ? It seems that both accounts do not work. 

Thanks,

[JessicaP]

You can open a case with our Arlo Support Team through here.