Tutor
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12 Messages
Smart Home Manager (SHM) stopped working
I've used the A&T Smart Home Manager (SHM) for a few months and it worked well.
About 2 weeks ago SHM stopped working and reports "Unable to get Device info" and "Unable to get Network info".
Details:
- No setting had been changed via SHM or the router interface for at least 2 weeks prior to the issue.
- The modem is an ARRIS BGW210-700 on fiber.
- The firmware was automatically updated to 1.10.9 by AT&T about 2 months ago.
- The modem has been restarted both by unplugging and via the UI.
- Accessing the router web page works fine and all looks OK.
- Everything else seems fine.
Thoughts?
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.5K Messages
5 years ago
@mayalt,
Thanks for clarifying! Have you tried to factory reset your gateway? If not, you can follow these instructions to do so"
WARNING: This will return all gateway settings to a default state. Any custom Wi-Fi passwords, Wi-Fi names, SSID, Static IP, and Port Forwarding rules will be lost.
Please let us know if that helped!
Rury, AT&T Community Specialist
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ATTHelp
Community Support
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231.5K Messages
5 years ago
Hey @mayalt,
Let us see if we can help!
Are you getting this message on the Smart Home Manager app or desktop site? Have you tried accessing SHM by other means? Here's a couple of different ways you can try to access Smart Home Manager:
Smart Home Manager app - Android device or Apple Device
Try them out and let us know how it goes!
Rury, AT&T Community Specialist
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mayalt
Tutor
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12 Messages
5 years ago
I get the message on all 4 of your suggested methods of accessing SHM.
Thanks Rury for responding.
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mayalt
Tutor
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12 Messages
5 years ago
While a factory reset is a bit painful (I have quite a custom setup), it did get SHM working again.
Thanks!
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mayalt
Tutor
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12 Messages
5 years ago
Also, doing the factory reset of the router via the router's web interface worked fine.
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ATTHelp
Community Support
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231.5K Messages
5 years ago
Awesome, @mayalt!
Thank you for reaching back to us, glad to hear that you got the Smart Home Manager working.
Please feel free to reach out to us if you need anything else, we're always here!
Thank you for choosing AT&T!
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Yetty, AT&T Community Specialist
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