New System Setup fails

[Curacao1962]

When trying to setup an new system through the app, an amber banner is displayed with the message 'A server with the specified hostname could not be found"

When trying to setup using a notebook, the following error message is displayed "Make sure the web address https://arlo.netgear.com is correct" I have tried Safari, IE and Firefox

I was able to register this unit on MyNetgear

Please advice

Willo

[jguerdat]

Sounds like a DNS issue.  However, make sure you're typing it correctly (I'm sure you have).  Is your router your own or the ISP's?  Sometimes security settings make a difference.  You can also set your router or computer to use a different DNS service such as the one I use, OpenDNS.  As a test, try using these:

208.67.222.222
208.67.222.220

[Curacao1962]

One thing I forgot to mention, I purchased this system in the US but installation has been done in Curacao (Island in Caribbean) When using a web torrent and simulating an address in the US, makes this web site accessible. Please advise.

[jguerdat]

Other folks have successfully used their systems in unsupported countries but perhaps they were originally set up in the US or other supported one.  I think someone from Netgear (@JamesC) may have an answer for this.  A giant SWAG is that maybe the Curacao authorities or island provider is blocking something.

[Curacao1962]

I have tried multiple ISP's with the same result. We never heard about the Curacao authorities blocking anything

Since we are an IT company managing many customers on different islands, we also tried this from other Islands and different providers, all with the same result.

Please advise

[jguerdat]

What happens when using a browser or app, whichever you haven't tried?  Is the Internet LED on the base green?

[Curacao1962]

The internet LED on the base unit in on (green)

When trying to setup an new system through the app, an amber banner is displayed with the message 'A server with the specified hostname could not be found"

When trying to setup using a notebook, the following error message is displayed "Make sure the web address https://arlo.netgear.com is correct" I have tried Safari, IE and Firefox

[jguerdat]

Dunno - still seems like a DNS problem.  My result for arlo.netgear.com is 52.30.23.16 - maybe try that instead and add it to the hosts file if it works?

[Curacao1962]

Check what happens when trying to trace this IP address, a dead end

M:\>tracert 52.30.23.16

Tracing route to ec2-52-30-23-16.eu-west-1.compute.amazonaws.com [52.30.23.16]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  curws1fw02.acs-curacao.com [192.168.1.250]
  2     *        *        *     Request timed out.
  3    11 ms    43 ms    10 ms  xe-5-2-0.an.ecp-edge02.columbuscuracao.com [190.112.224.89]
  4    26 ms    13 ms    37 ms  190.112.224.78
  5    54 ms    51 ms    56 ms  63.245.92.185
  6    54 ms   114 ms    51 ms  xe-0-1-3.usa.brx-teracore01.columbus-networks.com [63.245.5.158]
  7    80 ms    57 ms    80 ms  mai-b2-link.telia.net [62.115.145.250]
  8    93 ms    78 ms    77 ms  ash-bb3-link.telia.net [62.115.143.152]
  9   155 ms   180 ms   167 ms  ldn-bb3-link.telia.net [80.91.249.100]
 10   154 ms   180 ms   154 ms  ldn-b1-link.telia.net [62.115.113.219]
 11   177 ms   161 ms   162 ms  a100-ic-314170-ldn-b1.c.telia.net [213.248.104.222]
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

[JamesC]

Curacao1962,

It seems more in depth troubleshooting will need to take place to identify the issue you are describing. I would advise you to contact the Arlo Support Team. You will find several options for contacting support in the provided link. If you have any additional questions/concerns please don't hesitate to private message me. I would be happy to help in any way I can.

JamesC

[jguerdat]

My traceroute (I used the FQDN instead of the address - it appears to be a round-robin) shows the same thing:

C:\Users\jguerdat>tracert arlo.netgear.com

Tracing route to ArloProdLB-1815857678.eu-west-1.elb.amazonaws.com [52.30.23.162]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms READYSHARE [192.168.10.1]
2 985 ms 1174 ms 1393 ms cpe-24-93-16-1.rochester.res.rr.com [24.93.16.1]
3 24 ms 24 ms 21 ms tge0-0-1.hnrtnyaf02h.northeast.rr.com [24.93.8.154]
4 10 ms 10 ms 13 ms be46.rochnyei02r.northeast.rr.com [24.58.49.64]
5 13 ms 13 ms 14 ms be28.rochnyei01r.northeast.rr.com [24.58.32.74]
6 25 ms 26 ms 23 ms bu-ether25.chcgildt87w-bcr00.tbone.rr.com [107.14.19.28]
7 23 ms 24 ms 23 ms 0.ae2.pr1.chi10.tbone.rr.com [107.14.17.196]
8 25 ms 23 ms 23 ms chi-b21-link.telia.net [213.248.76.97]
9 37 ms 34 ms 40 ms nyk-bb1-link.telia.net [213.155.131.240]
10 111 ms 113 ms 112 ms ldn-bb3-link.telia.net [62.115.135.99]
11 109 ms 111 ms 111 ms ldn-b1-link.telia.net [62.115.113.219]
12 112 ms 109 ms 112 ms a100-ic-314161-ldn-b1.c.telia.net [213.248.79.242]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 122 ms 124 ms 122 ms 178.236.0.110
18 119 ms 120 ms 119 ms 176.32.107.5
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.

What happens if you use the FQDN?