Unable to Login to My Arlo Website - Please Wait

[_jason_]

Hello Community,

I have been unable to log in to my.arlo.com for a few days.  I receive the "Please Wait ..." but nothing.

I have tried:
1. Same browser (Edge) on the same machine with different profiles
2. Using the same machine as [1], I repeated the steps after clearing out my cache (all)
3.  I even tried a different machine with Edge and Chrome and yet nothing.

I do have two-factor authentication, and I am getting the 2FA challenge on new machines, but there is still no access.

Lastly, My Account and cameras are accessible via the mobile app.

[BrookeN]

Have you tried to restart the computer and then logging back in to see if that will let you login?

[_jason_]

Thank you BrookN,

4. Yes I have tried to reboot.
5. I have ensured all pop-up blockers and firewalls are temporarily disabled while testing.
6. On my LAN, I have tried wired and wireless. And then used my mobile hotspot.

In a last ditch attempt, I tried using my mobile phone browser and I was able to get a bit further.  This time, I was blocked at "no plan".  Has something changed that you can't even use the ARLO website without a plan?

[BrookeN]

No, you can 100% use the website and app without a plan. That should not matter at all. Is the website you are using my.arlo.com? 

[StephenB]

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@_jason_ wrote:

In a last ditch attempt, I tried using my mobile phone browser and I was able to get a bit further.  This time, I was blocked at "no plan".  Has something changed that you can't even use the ARLO website without a plan?

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I suspect @BrookeN might have missed you were using your mobile phone browser.  Arlo does limit that to subscription management. (that is the case whether you have a subscription or not).

[_jason_]

Just to clarify, my tests were on both a desktop and a mobile browser.  The mobile browser was only in the context of my last post. I am starting to think there might be a problem with my account that is prevent me to log in. I just tried to 'forget password' and I am not receiving emails - even though when I view my account in the arlo app everything seems in order.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[BrookeN]

@_jason_ thank you for providing that information, I have reached out to support. They will be contacting you as soon as possible. 

[_jason_]

Hi BrookeN, over the weekend I tried a bit of experimentation and am able to isolate the issue being related to a firewall setting.  It appears that upon login, there is some communications that this being blocked.  So although, I can log in, it appears communications to my equipment is being blocked (but no error is being reported upon login).

[BrookeN]

Thank you for the update, I have reached out to support to contact you. They will reach out to you as soon as possible. 

[StephenB]

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@_jason_ wrote:

over the weekend I tried a bit of experimentation and am able to isolate the issue being related to a firewall setting.  It appears that upon login, there is some communications that this being blocked.  So although, I can log in, it appears communications to my equipment is being blocked (but no error is being reported upon login).

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Interesting.  

• Is this on a corporate network or on a home network?
• Is this when using a work-managed PC or is it using a home PC?

[_jason_]

Hello @StephenB,

It is a home network (the "firewall" setting is embedded in the telco's router) using a home PC.

The firewall setting that seems to be problematic is when the rule is toggled to the maximum setting which resulting:

LAN-to-WAN : Allow as per below.

- HTTP and HTTPS (TCP port 80, 443) - DNS (TCP/UDP port 53) - NTP (TCP port 119, 123) - email (TCP port 25, 110, 143, 465, 587, 993, 995) - VPN (GRE, UDP 500, 4500, 62515, TCP 1723) - iTunes (TCP port 3689)

WAN-to-LAN : Block all unrelated traffic and enable IDS

To get things working I have to:
LAN-to-WAN : Allow all.
WAN-to-LAN: 

- IDENT (port 113) - ICMP request
(and some other peer-to-peer apps)

Seeing some other Arlo tech articles, I see comments relating to only needing HTTP and HTTPS (TCP port 80, 443) however, this doesn't seem to be the case.  Not sure if you have more specific a specific firewall guide.

Also, I have two base stations: VMB4540, and VMB5000.

[StephenB]

The cameras+base use ports 80, 443, and 123. But my.arlo.com should only require 443 (https).  If you are using port forwarding to access local storage, you'll also need to open (and forward) those ports

Still, browsers can use other ports for outbound connections, and that could be happening here.  You could probe with netstat, and see what ports your browser is using.  I saw 8084 in use when I logged into Arlo (but there were other browser windows open, and so might not have been Arlo).

I am thinking that you will find the outbound ports (LAN-WAN) to be too restrictive for other sites/applications.   I think you will have problems with Zoom.  There are quite a few VPN protocols, and some use ports you don't have open.

One thing I am noticing - there is a new protocol called QUIC that is starting to replace TCP for web applications.  It's more efficient than TCP, and has faster connection times.  QUIC uses UDP port 443, so you might want to open that in your settings.  (This is an optimization, as browsers will use TCP when QUIC isn't available).

Anyway, after you get this figured out, please post back - there are others who could benefit from this info.

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@_jason_ wrote:

WAN-to-LAN: 

- IDENT (port 113) - ICMP request

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This one is weird.  IDENT (not the same as ICMP) is long deprecated, and port 113 is not open in my router.

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@_jason_ wrote:

NTP (TCP port 119, 123) 

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Port 119 is actually for NNTP (Network News Transport Protocol) - also known as "usenet".  NTP (network time protocol) only uses 123.

[StephenB]

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@StephenB wrote:

I saw 8084 in use when I logged into Arlo (but there were other browser windows open, and so might not have been Arlo).

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@_jason_ - I dove in a bit deeper here, and my.arlo.com is definitely connecting to an amazon cloud server using port 8084.