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YoVi's profile

New Member

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2 Messages

Sunday, September 25th, 2022 3:10 PM

Unknown device & I can’t block it

Hello, I have smart manager. I took the pain-staking task of naming EVERY device in my home. (Including my smart devices). I have a router and an AT&T smart extender. I also have AT&T Active armor. There is one unknown device that is the 3rd highest user in my home and I can’t even block it. When I attempt to block it, I get a message that says “this action is not allowed. In order to provide uninterrupted service, the device you are currently using cannot be blocked or paused”. The IP address and MAC address often changes. I’ve searched the MAC address online. Doesn’t belong to any manufacturer. Does your gateway use an unknown device to check our wifi? Does the smart extender do that? I’m afraid someone has hacked my wifi. Help plz

Community Support

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232.9K Messages

2 years ago

We'd be glad to help you fix the Smart Home Manager, so you can block the unknown device, YoVi.

 

Are you using the app or web version of the Smart Home Manager? Try switching to the opposite platform and see if you're able to block the device there. This can help us determine where the problem lies.

 

We'd also like for you to troubleshoot the Smart Home Manager app by following these steps:

  • Restart the app.
  • Reboot your gateway.
  • Uninstall and Reinstall the app.
  • Remove 3rd party devices, such as routers and switches. Afterward, reboot your gateway and restart the app. 3rd party devices can cause conflicts with the app.
  • For the web version, try clearing your cache and cookies or trying another browser.

Let us know if this helped or if you need further assistance.

 

Aminah, AT&T Community Specialist

New Member

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2 Messages

2 years ago

I’ve been using the smart home manager on my iPhone via an app. I’ll do the things you listed and be back with the results. Thanks for your help. 

Community Support

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232.9K Messages

2 years ago

Great, YoVi!

 

Aminah, AT&T Community Specialist

New Member

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3 Messages

1 year ago

Just wanted to say, if the device's name is "Unknown Device", then the device is an iPhone or another Apple product.

iPhones have privacy features to prevent web tracking and to obscure the identity so that other devices, say on a public wifi network, can't tell who you are.

New Member

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1 Message

1 year ago

I also have this Unknown Device in my Smart Home Manager. I tested your theory Squidster777. I disconnected the WiFi on all my gadgets so there’s no more signal. Then I turned them all off so this resets the SHM app as well for my Apple iPhone (my Mac and Smart TV don’t have the SHM app). Then I rebooted the AT&T router/gateway physically and waited for it to normalize. I then turned on my iPhone, turned on its WiFi to connect to my router. As soon as I connected to the internet and started browsing, this Unknown Device popped up with the same Link rate as my iPhone. So it appears that the iPhone provides added security to web browsing. If you have 3 iPhones then 3 Unknown Devices will appear (2 don’t have SHM app). I tested this as well. Hope this helps.

(edited)

ACE - Expert

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35.9K Messages

1 year ago

If it says "the device you are using" it means it thinks its the device you're holding in your hands to run smart home manager.  Keep in mind that iPhone by default employs MAC randomization, meaning that it randomly picks a MAC address to use for each connection instead of the one assigned by the manufacturer (this is to protect your anonymity when using public Wi-Fi networks).  

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