Teacher
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9 Messages
Smart Home Manager
The smart home manager app says that my WiFi is offline, however, I’m connected to it. I can’t get the app to show it’s working. Therefore, I can't do anything with the app
Teacher
•
9 Messages
The smart home manager app says that my WiFi is offline, however, I’m connected to it. I can’t get the app to show it’s working. Therefore, I can't do anything with the app
Accepted Solution
Official Solution
bjauge21
Teacher
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9 Messages
5 years ago
Ok...here is the solution. Reset the Gateway to factory settings. Go to Gateway settings (I Googled to find this) and reset all broadband networks. Restart the 2.4 GHz and 5 GHz radio frequencies and then login to the Smart Home Manager App. At this point it should work. Mine works now.
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ATTHelp
Community Support
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231.2K Messages
5 years ago
Hi, @bjauge21.
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
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bjauge21
Teacher
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9 Messages
5 years ago
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.
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browndk26
ACE - Professor
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5.8K Messages
5 years ago
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.
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ATTHelp
Community Support
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231.2K Messages
5 years ago
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
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bjauge21
Teacher
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9 Messages
5 years ago
Gateway and iPhone. Tried it on another device and it doesn’t work either.
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ATTHelp
Community Support
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231.2K Messages
5 years ago
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
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bjauge21
Teacher
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9 Messages
5 years ago
Cleared cache and data. Uninstalled and installed the app. Still says I’m offline
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ATTHelp
Community Support
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231.2K Messages
5 years ago
Hi @bjauge21
Click here and look under the section that says 'About Smart Home Manager' to make sure your router is supported. Keep in mind, you can also use the SHM directly from the site here.
Aminah, AT&T Community Specialist
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bjauge21
Teacher
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9 Messages
5 years ago
It is supported, it just doesn’t work. It worked a few weeks ago until a power outage. Now it doesn’t.
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