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Tutor

 • 

7 Messages

Sun, Jun 30, 2019 3:23 PM

Smart Home Manager (SHM) stopped working

I've used the A&T Smart Home Manager (SHM) for a few months and it worked well. 

 

About 2 weeks ago SHM stopped working and reports "Unable to get Device info" and "Unable to get Network info".

 

Details:

 

  1. No setting had been changed via SHM or the router interface for at least 2 weeks prior to the issue.
  2. The modem is an ARRIS BGW210-700 on fiber.
  3. The firmware was automatically updated to 1.10.9 by AT&T about 2 months ago.
  4. The modem has been restarted both by unplugging and via the UI.
  5. Accessing the router web page works fine and all looks OK.
  6. Everything else seems fine.


Thoughts?

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Administrator

 • 

113.8K Messages

9 months ago

@mayalt,

 

Thanks for clarifying! Have you tried to factory reset your gateway? If not, you can follow these instructions to do so"

 

  • Locate the small red button & pinhole on the lower rear of the gateway
  • Depress for ~15 seconds.

WARNING: This will return all gateway settings to a default state. Any custom Wi-Fi passwords, Wi-Fi names, SSID, Static IP, and Port Forwarding rules will be lost.

 

Please let us know if that helped!

 

Rury, 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.
Brand User
ATTHelp

Administrator

 • 

113.8K Messages

9 months ago

Hey @mayalt,

 

Let us see if we can help!

 

Are you getting this message on the Smart Home Manager app or desktop site? Have you tried accessing SHM by other means? Here's a couple of different ways you can try to access Smart Home Manager:

Try them out and let us know how it goes!

 

Rury, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Tutor

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7 Messages

9 months ago

I get the message on all 4 of your suggested methods of accessing SHM.

 

Thanks Rury for responding.

Tutor

 • 

7 Messages

9 months ago

While a factory reset is a bit painful (I have quite a custom setup), it did get SHM working again.

 

Thanks!

Tutor

 • 

7 Messages

9 months ago

Also, doing the factory reset of the router via the router's web interface worked fine.

Brand User
ATTHelp

Administrator

 • 

113.8K Messages

9 months ago

Awesome, @mayalt!

Thank you for reaching back to us, glad to hear that you got the Smart Home Manager working.

Please feel free to reach out to us if you need anything else, we're always here!

Thank you for choosing AT&T!


|
Yetty, 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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