In this article
The following article describes key troubleshooting instructions for common error messages displayed when using Arlo for Mobile.
- Incorrect email or password
- User not setup
- Account not activated
- Duplicate account exists
- Insufficient permissions
- Access to Arlo for Mobile
- Ability to update a registration
Important: If you are using the app, ensure your mobile device meets the technical requirements.
Incorrect email or password
Example: Incorrect email/password error
User not setup
- Solution: Set up presenter or administrator access for the user.
Account not activated
- Solution: Resend an activation email from management platform.
- Login to your Arlo management platform.
- Open the presenter or administrator who is having problems.
- Click Resend activation email. The presenter or administrator will receive the account activation email and be able to activate their account and set up a password.
Duplicate exists with the same email address/username
- Solution: Ensure that the contact associated with the user is the only contact in Arlo with that email address and that the contacts username and email are the same.
Hint: Check if there is another contact with your email address by entering the email address in the global search.- The following process describes how to update a user's username to match their email address.
- Open the user (administrator, presenter) you would like to update.
- Press Edit from the toolbar.
- Copy the user's email address.
- Select Security from the vertical menu, and paste the email address into the Username field.
- Press Save.
Insufficient permissions
Access Arlo for Mobile
If the following message is displayed when you attempt to login to Arlo for Mobile, your Arlo administrator is required to update your user security settings and enable the API role.
Example: Insufficient permissions error
Follow the steps below to enable user access to Arlo for Mobile.
- Login to your Arlo Management Platform.
- Open the contact (user) who requires access.
- Press Edit from the toolbar.
- Select Security from the vertical tabs.
- On the Account roles setting, tick API User.
- Press Save.
Update a registration
If the following message is displayed when you attempt to record attendance or update a registration, then your Arlo administrator has specifically restricted this access for your user role.
Example: Insufficient permissions error
If you would like to allow presenters to update registrations (e.g. record attendance) from the Arlo for Mobile app, follow these instructions.