Smart Home Manager has never worked

Sounds like it worked well enough to pause the device.  I guess.  Care to provide some additional detail?

We're here to help check into your Smart Home Manager, Gwilli59!

Just to clarify, are you using our Smart Home Manager application, or the website?

Could you let us know where exactly you're seeing this error message in Smart Home Manager? This will help us determine how to further assist.

In the meantime, we suggest rebooting your AT&T Gateway, as well as clearing your cache and cookies on your browser before logging in. This will help make sure that your service is refreshed on the network, and may help get you back online.

Let us know if this helps!

Donovan, AT&T Community Specialist

That error was from website when I use the app I get this below. All my devices are working and I can manage them by logging into router but would be nice to have app working. The tech who installed my fiber oh sometimes it takes a couple of days for it to start working but never did. Tried router reboot no help

Thanks for the update, @Gwilli59.

Since the troubleshooting steps provided so far haven't fixed the issue, there's a couple more things we can try. To start, we recommend reinstalling the app itself and also performing a factory reset on the gateway. You can do this by following these simple steps:

Heads up: Be sure to jot down your custom settings, like your static IP address if you have one, or your Wi-Fi^® network name (SSID). You can then change them back after the factory reset.

1. Press and hold the gateway Reset button for at least 10 seconds. If you let go before 10 seconds, the gateway will reboot, but it won’t reset.
2. Wait until the gateway restarts and all the status lights are lit. 
3. See if the Broadband or Service status lights are solid green. If so, the reset worked.

Factory resetting your equipment can help with clearing up any problematic software issues going on within your modem that could cause the app to not recognize it. Let us know how these steps work for you!

Jarod, AT&T Community Specialist

Well it turned out to be an old user name on the account that was tied to my internet account not the user I’d that I’ve been using for several years now.  Once I logged in with that username everything worked fine

thanks for the help

You're welcome, Gwilli59, we're glad that the Smart Home Manager is working for you now.

Thank you for visiting the AT&T Community Forums. If you need help in the future, don't hesitate to reach back out.

Aminah, AT&T Community Specialist