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Babb's profile

New Member

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4 Messages

Tuesday, March 21st, 2023 2:34 AM

Att active armor not allowing call preferences

I used to use att call protect, now it is no longer offered.  Since I upgraded to att active armor, it still has the same issue over and over again... saying oops we hit a snag.  I ran all updates and tried resetting multiple times and I cannot modulate what numbers are allowed to call or set preferences for screening.

ATTHelp

Community Support

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215.5K Messages

3 months ago

We want to make sure you can use all the features of our ActiveArmor app @Babb.

 

Let's start by troubleshooting the app first. We have a dedicated support page for this app, so please try the following steps:

  • Clear the app's cache by going to your Settings > Applications > ActiveArmor Mobile Security app > Clear Cache. This is a quick way to troubleshoot any bugs or glitches that you may be experincing with this app. 
  • Try force stopping the ActiveArmor app. By going into your Settings > ActiveArmor Mobile Security > Force Stop. This prevents it from running in the foreground or background, and is another way to prevent glitches with the app. 
  • Make sure the application is updated by going into the App store or Google Play Store and checking for updates. Like the other two options above, keeping the ActiveArmor app updated is another way to prevent issues. 

In addition to these troubleshooting steps, try completely removing the app from your device. This helps us determine what's causing this issue to occur. You can do this by:

  1. Going into your device's settings > Security and privacy > Other Security Settings > Device admin apps > ActiveArmor Mobile Security app > Deactivate to disable the privileges > Confirm.
  2. Once you've confirmed the app is no longer running on your device, uninstall it from the device's App store or Google Play store. 
  3. Reboot your device.
  4. Once your device is turned back on, reinstall the app and try unblocking numbers from the app again.

Please let us know how this goes. If you're still experincing this error, we'll be able to research what's causing this error further inside a DM.


Marilyn, AT&T Community Specialist

New Member

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4 Messages

3 months ago

These steps did not work. As soon as I am in the app again it says that call monitoring is active but again it will not allow me to modify anything stating that there is an error with the "hit a snag" message. It still doesnt work with all app permissions set to turned on at all times.

ATTHelp

Community Support

 • 

215.5K Messages

3 months ago

Hello, @Babb! Thank you for getting back with us.

 

Let's meet in a Direct Message to further discuss troubleshooting techniques. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to chatting with you soon!

 

Rachel, AT&T Community Specialist

New Member

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4 Messages

2 months ago

I found the source of the problem. Call protect is stock software that cannot be removed from the phone due to its default factory settings. It runs as a ghost app that has to be force stopped and disabled in order to allow the newer app to run. Since call protect cannot be deleted, if it is not stopped by brute force then it will still screen your calls according to the last updated contact list before the app was "disabled" by att.

If you ACTUALLY disable the old app then you regain some functionality of active armor,  but since I'm sure there's still ghost scripts it will never be 100% in the current state. If you have notifications enabled then it will harass you with "contact list updated", but it will actually allow the list to update so that you the call screening has regained its functionality. You also still get the odd error message in the active armor app, but this is fairly inconsequential.

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