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ARLO camera on Xfinity WiFi refuses if "malware is present"
Trying to use the app Setup for Arlo Pro 4 (VMC 404 1P) on a password protected connection and cannot get the device to even recognize the QR code from the Arlo app on my smartphone.
Arlo tech support used a remote connection and found "several conflicting IP addresses" and wanted $89.99 to "remove them"
There were about 20 of these that were using a default gateway ID, something like fe80::zyx2:33gg:ab87:001z%7 ...this is only a pattern of the ID(s). The official word is that Arlo prevents connection if it detects "disallowed IP connections" (or, his term was "conflicts" and "trojans" sand "malware").
This seems unreasonable in that I DO have security set up on my COMPUTER, and I don't think my COMPUTER needs to be cleaned up in order for my SMARTPHONE and a 3rd party device to communicate.
I already have my (one) PC, my Honeywell thermostat, garage door, washing machine and dryer, and smartTV connected to the WiFi--if I have half a dozen "smart devices" in my home that are connected to my smartphone using the password-protected WiFi, why does my Windows 10 PC firewall and network protection and virus protection register no issues, yet the Arlo device seems to have identified "trojans."
Can a tech savvy person set me straight on this? Arlo has no documentation; rather, just a pay-to-play tech support team in some offshore call center.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
You weren't talking to Arlo??
https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams
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flatlander3
Problem Solver
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1.5K Messages
2 years ago
Well, damage control is you gotta change your password if you gave them one, but not only that account, ANY account the same one is used someplace else (don't reuse passwords), and if you gave them an email address, un-link that account from anything that uses it for password recovery.
It's a good time to do this with Xfinity anyway. They just had a data breach they refuse to admit, or that BlackRock won't give them permission to admit, so you might as well do it with any Xfinity email account you have anyway. It's still ongoing. I'd consider Xfinity email burned from now on.
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CCLamont
Problem Solver
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519 Messages
2 years ago
@user_d4eb8a Hey there. I appreciate you reaching out to us here on our Xfinity Forums regarding the troubles experienced setting up your ARLO camera. I know it is important to enable the camera like you have done for all other snart devices. I am here and will make sure we explore options to enable to services together. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9r for an example.
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