AT&T Community Forums

Active Armor blocking connections to google services when on secure wifi

Using an Android device on my home secure wifi. With Active Armor installed google photos are not backed up to the cloud and google calendar does not sync.

If I uninstall Active Armor everything starts working fine.

Checking my firewall/router logs for the mobile device in question, when Active Armor is installed packets from the mobile device are observed with the destination address of 172.16.109.x. This address cannot be routed to the internet and appears to be an artifact of a broken VPN.

With Active Armor uninstalled there are no packets observed with the destination address of 172.16.109.x

Responses

ATTHelp

Community Support

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225.4K Messages

6 months ago

Hello @Imaohw02,

We are here to help you temporarily disable ActiveArmor!

Just Uninstalling the ActiveArmor mobile security app doesn't remove the service from your account. It also won't stop network based fraud blocking or billing for AT&T ActiveArmor advanced mobile security. You must complete all steps to stop billing and remove the service.

- Use myAT&T or your app store to downgrade from ActiveArmor advanced and removed the subscription from your account.

Open AT&T Active Armor mobile security and go to Settings.
Tap Account , if you have an iphone, choose subscription.
Select Free
Follow the prompts
Cancle your subscription through your device app store or your myA&T account.

- Deactivate Active Armor and remove the service.

Go to settings in ActiveArmor mobile security.
Tap Account and choose Remove Service.
Choose one of the following:

On your iphone- confirm that you want to remove AT&T Active Armor mobile security.
On an Andriod phone- slect AT&T Active Armor mobile security. Tap remove to finish up .

- Uninstall the app from your device.

Ultimately, if you want to allow unknown callers without disabling the app, open the AT&T ActiveArmor app> Calls> Network call preferences> choose unknown callers> Allowed.

Learn more about to use the AT&T ActiveArmor mobile security app to manage your incoming calls.

Let us know if this helps but if you have any more questions or concerns please feel free to reach back out to us.

Kailonie, AT&T Community Specialist

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Imaohw02

New Member

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2 Messages

6 months ago

Hello @ATTHelp ,

Your answer was not helpful. I would prefer to have Active Armor work correctly. I was using ATT Call Protect, which worked well. It has been replaced (forced upgrade) with Active Armor which does not work properly.

In addition, as far as I can tell, Active Armor is included with my plan so there is no additional charge.

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