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Teacher

 • 

9 Messages

Wed, Apr 17, 2019 7:25 PM

Smart Home Manager

The smart home manager app says that my WiFi is offline, however, I’m connected to it.  I can’t get the app to show it’s working.  Therefore, I can't do anything with the app

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Accepted Solution

Official Solution

Teacher

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9 Messages

a year ago

Ok...here is the solution.  Reset the Gateway to factory settings.  Go to Gateway settings (I Googled to find this) and reset all broadband networks.  Restart the 2.4 GHz and 5 GHz radio frequencies and then login to the Smart Home Manager App.  At this point it should work.  Mine works now.

Brand User
ATTHelp

Administrator

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111.5K Messages

a year ago

Hi, @bjauge21.

 

We understand the importance of connecting your home network to the Smart Home Manager app. Is there an error message along with your "OFFLINE" status? 

Please follow the steps below and let us know if this helps reconnect your home network to the app.

  1. Sign out of the Smart Home Manager app.
  2. Uninstall the Smart Home Manager app.
  3. Reinstall the Smart Home Manager app.
  4. Sign in using your AT&T User ID & Password.

Hope to hear from you soon.

 

Ariel, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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9 Messages

a year ago

There is not an error message.  Just states it is offline and gives you the option to troubleshoot (reset Gateway, etc), which I’ve done those things and it doesn’t correct the problem either.  I tried your steps with the App and that didn’t work either.  

browndk26

ACE - Professor

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2.1K Messages

a year ago

Are you using the gateway WiFi or another router behind the gateway? My gateway WiFi is off so it says WiFi is off but obviously I am connected to another WiFi network. The app can be flaky sometimes. I just ignore it and try again later. 

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Brand User
ATTHelp

Administrator

 • 

111.5K Messages

a year ago

Hi There @bjauge21

 

Can you please provide us with the type of device that you are using? Can you replicate this problem by downloading the app on to another device?

 

Please let us know. 

 

Matthew, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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9 Messages

a year ago

Gateway and iPhone.  Tried it on another device and it doesn’t work either.

Brand User
ATTHelp

Administrator

 • 

111.5K Messages

a year ago

Hello @bjauge21, thanks for providing that info.

Can you go into the App and clear the cache and app data and see if you’re able to login after?

Let us know if you can after doing so.

Mihai AT&T Community Specialist

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Teacher

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9 Messages

a year ago

Cleared cache and data.  Uninstalled and installed the app.  Still says I’m offline 

Brand User
ATTHelp

Administrator

 • 

111.5K Messages

a year ago

Hi @bjauge21

 

Click here and look under the section that says 'About Smart Home Manager' to make sure your router is supported. Keep in mind, you can also use the SHM directly from the site here.

 

Aminah, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Teacher

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9 Messages

a year ago

It is supported, it just doesn’t work.  It worked a few weeks ago until a power outage.  Now it doesn’t.

Brand User
ATTHelp

Administrator

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111.5K Messages

a year ago

Hello @bjauge21

Have you tried using the desktop version to see if you get the same error?

Charles, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
browndk26

ACE - Professor

 • 

2.1K Messages

a year ago

@bjauge21  You didn’t mention a power outage until now. Try unplugging the gateway for 15-20 seconds. Plug back in and let restart. Restart your phone as well. Run all the tests in the tools section of the smart home manager. 

 

You didn't answer my question. Are you using another router? If yes, is the gateway WiFi off?

If the gateway WiFi is off the app will tell you WiFi is off. Have you restarted the other router (if there is one). 

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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9 Messages

a year ago

No other router being used.  Tried unplugging Gateway and powered off phone.  Not working 

Teacher

 • 

9 Messages

a year ago

Tried desktop version.  Still having same issue

Brand User
ATTHelp

Administrator

 • 

111.5K Messages

a year ago

Hello @bjauge21,

 

If the app is still having issues after uninstalling it and reinstalling it, then the issue is very likely with the manager’s connection to your home network. Since you did mention this started after a power outage you may need to reset your gateway to the original factory settings.

 

Our system has several tools to automatically detect what the issue is and fix it for you. If the option “Find the solution here” is visible on the app, I recommend tapping that so that our systems can find the problem straight from the mobile app.  If you cannot find that option, then you can also access our troubleshooting logging into the main myAT&T app and selecting “Fix it Now”.

 

Dee, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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