ATT DEVICE HELP

Hello @Privetfla

Not being able to use your device apps can be a concern. Allow us to be of help!

Have you check for available updates for the AT&T Device Help app? Have tired deleting the app and then re-downloading it to see if it helps? Is your cellphone updated with latest software to help improve the mobile app functions?

We recommend using our AT&T Device Troubleshoot & Resolve Tool by selecting the cellphone brand/model you are using, then select Apps in the Device/Software Issues section to follow the steps provided.

Lets us know if this helps, and have a great weekend!

Dwight, AT&T Community Specialist

Hi dwight. Tried clearing cache. Didn't help. Tried deleting app. It won't delete as it is a permanent app that came with my phone. Tried to update, but i can't find the app in playstore. There a lots of help apps but i can't find the exact same app. Looked under att and device help with no luck. All my software is up to date. Any more suggestions? My app right now is still doing diagnostics offline going on for an hour now. Aarrgghh 😝

Hi, @Privetfla,

We'd love to help with this. The reason the app is stuck in diagnostics is that it is offline. Are your other apps able to connect with Wi-Fi? Tap on the AT&T Device Help app and, when it comes up, the down carat icon. From there, select Connectivity. If it isn't already, toggle it on.

If you can't access Connectivity on your device, press and hold the Power/Lock button, then select Restart and Restart again to confirm. By restarting your device, this should stop the diagnostic from running until you can make sure it's connected to either the phone's data or Wi-Fi.

Let us know if this helps.

James, AT&T Community Specialist

Hi dwight. UPDATE. Spoke to att tech who suggested i turn off my wifi and use cellular data when running this app. It worked! I didnt fully understand the reason the app would not run on wifi, but hey i can switch off wifi for it

 FYI This is a preloaded app. It cannot be deleted, uninstalled or reinstalled plus its not in playstore or on your app list in settings like other apps. Its "SPECIAL". Lol. 😎😎😎 but thanks for trying

Hi james. Turning off wifi and using cellular data worked for me. Since its a preloaded app, it cant be uninstalled, deleted or reinstalled. Also its not in playstore. A live att tech gave me the solution. I dont really understand why it wont run on wifi, but that was the problem. Also i cant find any down carat icon you mention so i have to remember to turn my wifi back on when done with the app. But why i have to turn wifi off to use the app is still a mystery to me. Thanks SO much for your reply. 😎😎😎

We're glad to hear that your issue has been resolved, @Privetfla.

Don't hesitate to reach out to us if you have any additional questions or concerns. Thank you for being a loyal AT&T customer. Have a great weekend! 

Makaela, AT&T Community Specialist.

Thank you makaela

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@ATTCares wrote:

 

 We're glad to hear that your issue has been resolved,

Thank you for being a loyal AT&T customer. Have a great weekend! 

 

Makaela, AT&T Community Specialist.

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Thank you makaela

Anytime @Privetfla!

It was our pleasure to help. Thank you for your participation in the AT&T Community & Forums.

Lar, AT&T Community Specialist