Gateway not recognized

A tech replaced the gateway. That fixed the problem. 

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?

The we  version doesn't work either.

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.

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:

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

@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

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. 

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

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.