04-18-2019 12:50 PM
We understand the importance of connecting your home network to the Smart Home Manager app. Is there an error message along with your "OFFLINE" status?
Please follow the steps below and let us know if this helps reconnect your home network to the app.
Hope to hear from you soon.
Ariel, AT&T Community Specialist
04-19-2019 5:04 AM
There is not an error message. Just states it is offline and gives you the option to troubleshoot (reset Gateway, etc), which I’ve done those things and it doesn’t correct the problem either. I tried your steps with the App and that didn’t work either.
04-19-2019 6:04 AM
Are you using the gateway WiFi or another router behind the gateway? My gateway WiFi is off so it says WiFi is off but obviously I am connected to another WiFi network. The app can be flaky sometimes. I just ignore it and try again later.
04-19-2019 6:16 AM
Hi There @bjauge21
Can you please provide us with the type of device that you are using? Can you replicate this problem by downloading the app on to another device?
Please let us know.
Matthew, AT&T Community Specialist
04-20-2019 5:09 AM
Hello @bjauge21, thanks for providing that info.
Can you go into the App and clear the cache and app data and see if you’re able to login after?
Let us know if you can after doing so.
Mihai AT&T Community Specialist
04-20-2019 2:43 PM
Aminah, AT&T Community Specialist
04-20-2019 4:10 PM
Have you tried using the desktop version to see if you get the same error?
Charles, AT&T Community Specialist
04-20-2019 4:54 PM
@bjauge21 You didn’t mention a power outage until now. Try unplugging the gateway for 15-20 seconds. Plug back in and let restart. Restart your phone as well. Run all the tests in the tools section of the smart home manager.
You didn't answer my question. Are you using another router? If yes, is the gateway WiFi off?
If the gateway WiFi is off the app will tell you WiFi is off. Have you restarted the other router (if there is one).
04-22-2019 4:16 PM
If the app is still having issues after uninstalling it and reinstalling it, then the issue is very likely with the manager’s connection to your home network. Since you did mention this started after a power outage you may need to reset your gateway to the original factory settings.
Our system has several tools to automatically detect what the issue is and fix it for you. If the option “Find the solution here” is visible on the app, I recommend tapping that so that our systems can find the problem straight from the mobile app. If you cannot find that option, then you can also access our troubleshooting logging into the main myAT&T app and selecting “Fix it Now”.
Dee, AT&T Community Specialist
Visit these related resourcesView New Device Help!