Need help with your equipment?
GrnEyedScorpio77's profile

New Member

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9 Messages

Wednesday, October 12th, 2022 2:10 PM

Smart Home App Not Working

My smart home app has been saying for months that my wifi gateway router is offline.  It isn't offline, it is working fine.  However, I am unable to access my router and devices due to the smart home app not connecting with my router.  I can't unblock devices that I need to unblock which is a big problem.  I have called numerous times, been told it was an issue with the app, an issue with my router, an issue with my login id, etc.  Noone can tell me what is actually wrong with it.  The last thing I was told was that the engineers were working on the issue.  Does anyone have a similiar problem and any advice.  I have tried everything.

ACE - Guru

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9.9K Messages

1 year ago

What AT&T Internet service do you have?

What gateway do you have?

If you log into your account at att.com and use the Smart Home Manager there, does it work?

New Member

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9 Messages

1 year ago

I have fixed wireless and the router model is 5268ACFXN and no it doesn’t work thru att.com either. I was also told that I needed a new router because it wasn’t communicating with the app so they sent a technician out to install a new router. I missed work and waited on him all day and When he got here he stayed 2 minutes and said my router was fine and that it basically was not his problem and that he had gone on 5 other calls like this in a week. That the problem was with att not the equipment. 

ACE - Guru

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9.9K Messages

1 year ago

While there are tons of problem reports in this forum about SHM, it does seem that it's especially problematic with fixed wireless setups.  None of the normal troubleshooting techniques (reboot gateway, remove/install app, clear cache, etc) seem to make any difference.  Given the long history of problems with this crappy app I'm not confident in the developers to fix it any time soon.  😕

New Member

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9 Messages

1 year ago

☹️ I can’t unblock my kids Nintendo switch cause I can’t access my devices thru the app so it’s a major problem. I tried connecting the switch to my phone hotspot but it’s just not strong enough to download games and play online 

ACE - Guru

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9.9K Messages

1 year ago

Oh my, I'm sure mom's not popular right now, huh? 😕

I don't know if this would work on the FW gateway because AT&T did make some changes to it for your type of service. And since I'm sorta shooting in the dark I don't know if this will apply or not but here goes....

Go to http://192.168.1.254 with a browser and go to Settings, then Firewall and see if there's a Parental Control section.  On the other gateways you can disable them by clicking a button.

Now of course if that works then you're back to having no control because if it's like the other gateways you can only disable them there, you need the SHM to be able to enable them.  Yes, stupid system....

ACE - Professor

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5.1K Messages

1 year ago

All Att gateways have a built in management console.  And all aspects of the device can be controlled.  

I’ll also point out doing a factory reset is an option.  

New Member

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9 Messages

1 year ago

Yes mom is in trouble for sure lol. Yes I tried accessing it that way in the browser. I can see my list of devices and which are connected and which are disabled. But there is no option to enable or unblock 

ACE - Guru

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9.9K Messages

1 year ago

Yeah, I was afraid that the Parental Control section might have been removed. 🤬🤬

You can try gr8sho's suggestion to do a factory reset (hold down the reset button on the gateway >15 secs) and see but I vaguely recall that there might be a server-side component to the protection scheme and that wouldn't be affected.  Let's hope that's just my poor memory mixing things up because I'm out of ideas otherwise.

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