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megbug's profile

New Member

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2 Messages

Wed, Apr 27, 2022 3:27 AM

Unable to add website to exceptions list in Smart Home Manager

I am staying with my parents who have AT&T and my friend's website is being blocked as spam by AT&T Internet Security. Internet Security/Active Armor wasn't even activated on the account when I began receiving the pop-up, but I enabled it as without it I was not able to view the exceptions list on the app or on my laptop. Now under Settings > AT&T Internet Security, I am able to see the exceptions list but I am not able to manually add any websites. There is a toggle for "security pause" but this has not helped as I began receiving the spam pop up BEFORE Internet Security was enabled. Under Settings > App preferences I am only able to see preferences for push notifications. I've closed my browser and reopened the website at least a dozen times since enabling Internet Security but I am still not receiving a notification in app that allows me to add the website to the exceptions list. I was on live chat for nearly an hour (before being disconnected) trying to find a solution, but the rep and his supervisor were not helpful at all, and it was like they weren't even using the same app that I was. I have restarted the wifi network twice, both with and without the security pause toggled, to no avail. I am extremely frustrated and have resigned to accessing the website using a hotspot on my phone. I am a competent young adult who just spent an hour trying to navigate some of the worst UI I've ever encountered in my life, so I can't imagine how difficult this would be for my parents who are in their 60s. PLEASE if there is any way to fix this problem, I am all ears. Having browsed the forum I can see that I am not the only one who is experiencing this problem. What an exasperating experience. I will be encouraging my parents to switch away from AT&T as soon as possible. 

Accepted Solution

New Member

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5 Messages

4分前

When you get denied do the following.

In your smart manager app, therr is a message symbol (like text message app icon) on the top right side.

Click on the message symbol.

You will have notifications.

Click on the latest one.

Towards way at the bottom, you should see  the website that was blocked.

Below it, you will see  "Allow Access" button.

Click on it and you are all set.

(You may have to do this a few times as the blocked website may take you to other sites)

ATTHelp

Community Support

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200.5K Messages

5分前

We are here to help you access that website, megbug.

 

Here is more information on how to add a website to your exceptions list in Smart Home Manager.

 

This will show you a suggested solution about how to get that website that you are trying to access added on the exception list in Smart Home Manager.

 

Also, Have you tried adding the website to the list from the browser version of Smart Home Manager?

 

This may be a solution for you as well, because the app has a lot of problems.

 

Let us know if this helps.

 

Marc, AT&T Community Specialist

New Member

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2 Messages

5分前

I've already browsed this post and it was not helpful. And, as I outlined in my post, I am not able to add websites to the exceptions list on Smart Home Manager in-app or in the browser. 

(edited)

ATTHelp

Community Support

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200.5K Messages

5分前

Thank you for that update, megbug.

 

Here is more information on what to do if you are having trouble accessing some websites.

 

You can:

  • Delete Cache & Cookies - Think of this as housekeeping for the browser. 
  • Flush DNS - It may improve how web pages load. 
  • Disable IPv6 - It may improve browser load times

This will all help you with accessing the website on your browsers.

 

Lastly, since the smart home manager app is not letting you add the website as an exception, there is a possibility it could be blocked. We suggest that you contact our Postmaster Team, to see if it is actually blocked. They should be able to give you the answers that you need.

 

Let us know if you have any other questions or concerns.

 

Marc, AT&T Community Specialist

 

 

 

 

New Member

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1 Message

4分前

I hve the same issue and I have spent at least 3 hours on three different occasions with AT&T but I still can't add a URL to the safe list.  I know that the site is safe but AT&T is blocking it as a phishing site.  Not sure what to do at this time.  AT&T or anyone else, please help.

New Member

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1 Message

3分前

Thank you for your comments - I've tried the Smart Home Manager app as well as the web version and the blocked site is not coming up in the messages, so I can't add it to the exception list. It seems that only some devices (i.e. cell phones) register the blocked sites in the messages.

Neither the AT&T site nor the Armor site were useful. The support bots don't understand the questions either...

I've worked in IT for over 30 years, and am used to "technical issues" (including security and managing exception lists) - this one is simply not working. 

New Member

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5 Messages

3分前

I wonder if the app depends on the level of OS you are using. I am using Android 12 on my phone. And I always get blocked sites in my message inbox. I'm not sure if this helps your case.

Contributor

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2 Messages

2分前

Thank you so very much one48hours for the work-around! I spent the past 2 hours cursing the death of Net Neutrality in having my ISP dictate what websites were safe to visit! I was just about to disable the Active Armor altogether permanently for 1 website but your suggestion was the solution I was looking for. 

To make it this difficult to white list a website is just diabolical imo. Why not just add a button in the app??? SMH

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