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AT&T related help: Change your Wi-Fi info



Dljones's profile
Dljones
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The 5th element!

New Member

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6 Messages

Thu, Sep 29, 2022 11:53 PM

Gateway not recognized

My new gateway is not recognized on the smart home manager. It's been 2.5 weeks since a tech installed it, a dozen chats/phone calls and it is still not resolved. I am not getting any assistance from AT&T. I've asked multiple times for someone to come out. They won't send anyone. They seem to think that as long as I have internet then it's no issue I guess.

Accepted Solution

Official Solution

Dljones

New Member

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6 Messages

2 months ago

A tech replaced the gateway. That fixed the problem. 

tonydi

ACE - Guru

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8.5K Messages

2 months ago

It's likely an issue with SHM, so sending a tech is useless.  Nobody that you can talk with can fix the app.  Maybe it will get fixed on the next update, maybe not.  It's a horrible piece of code that has a long history of issues.

I've had fiber for 4 yrs and if it wasn't for needing to open it to help answer questions in this forum, I wouldn't even have it installed on my phone.

Does the web based version work?

Dljones

New Member

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6 Messages

2 months ago

The we  version doesn't work either.

Dljones

New Member

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6 Messages

2 months ago

I have an android. I've installed the app 4x and deleted the cache. I cannot see my gateway or devices connected to it or do a speed check. I can see my old ssid amd password but cannot change it. Same issues on the website (using two different browsers) to access home manager.

ATTHelp

Community Support

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204K Messages

2 months ago

We're here to help get your Smart Home Manager app working again, @Dljones.

 

If the Smart Home Manager isn't working, we have a few troubleshooting steps we have a few additional troubleshooting steps we'd recommend trying. Since you've already tried rebooting & reinstalling the app itself, the next step would be to troubleshoot the gateway itself. We recommend you start by rebooting the gateway. You can do this by following these steps:

  1. Unplug the power cord from the back of your gateway or modem. If you have: 
    • An internal battery backup, remove it
    • DSL, unplug the phone cord from your modem or gateway
  2. Wait 20 seconds.
  3. Put the internal battery back in if you have one. 
  4. Plug the power cord back in. If you have DSL service, reconnect the phone cord.
  5. Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.

If a normal reboot doesn't work, then we would instead advise that you try to factory reset the gateway. You can do so by following these easy 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.

Once these steps have been completed, try uninstalling and reinstalling the app one more time and see if it recognizes the equipment.

 

Let us know how these steps work for you!

 

Jarod, AT&T Community Specialist

dave006

Scholar

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3.3K Messages

2 months ago

@Dljones 

Have you tried configuring your Gateway using it's web UI at http://192.168.1.254?

The configure your Wi-Fi settings are preferences try this link

http://192.168.2.1/cgi-bin/wconfig.ha

Once configured on the local Gateway the settings should be reflected on the SHM App within 3-5 minutes.

You can even run speed tests from the Diagnostics Tab on the top navigation line including Speed Testing on the second line of the navigation options. It appears the initial setup was not completed.

Dave

browndk26

ACE - Professor

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4.9K Messages

2 months ago

Delete the app. It hasn’t worked right for several weeks now. It appears that when a gateway is replaced, the app won’t find the gateway, even though it’s connected and working properly. 

Dljones

New Member

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6 Messages

2 months ago

@ATTHelp The factory reset, unistalling then installing the app didn't work.

Dljones

New Member

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6 Messages

2 months ago

A tech will be out later today. I realize that it probably won't make a difference, as this seems to be a larger issue. Very frustrating. l will post an update later.

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