Unable to use U-verse app to control receiver

Hi @michaeljf,

We're happy to help.

We aren't able to see the image you attached, but we suggest troubleshooting the app. You'll also want to reboot your receiver to make sure everything is in sync.

Let us know if you still need assistance.

Aminah, AT&T Community Specialist

Rebooting the receiver and modem and phone doesn’t help.  The app is unable to connect to the receiver.   

https://www.dropbox.com/s/dizb23a1ceh9jkh/IMG_1533.jpg?dl=0

Hello @michaeljf,

We understand that you're still having trouble. Don't worry, we can help figure out why you can't connect.

Is your phone and receiver on the same network?

Have you tried reinstalling the app?

Do you have more than one router?

Charles, AT&T Community Specialist

same issue with me, phone and receiver are on the same network, every other aspect of the app seems to work, app uninstalled and reinstalled. receiver rebooted. have gone to the receiver ip adress and downloaded the smarthome manager app- both show my phone connected. but no receiver found when trying to use the remote in app. 

There are no routers, but several access points all with the same ssid.  The entire network has all devices on the same subnet.  The app has been reinstalled and all devices rebooted (several times). 

Unfortunately that did not help either.  Although the receiver was not configured, enabling the feature did not change the unworking condition.  Although my phone does appear it the receiver’s list of devices.  

After enabling, I rebooted my phone and restarted the receiver, the the same problem persists.  

Hello @michaeljf,

Thanks for letting us know the steps didn't work.

Since you've tried a reboot, let's try a factory reset on all devices on the network.

Once doing so, make sure the receivers are all on the same network and make sure to clear the cache and app data as well.

Please let us know if this works.

Mihai AT&T Community Specialist

It would seem that ATT has no idea how to troubleshoot this issue and is therefore just throwing out random experiments.  This is not how to troubleshoot a technical issue.  Certainly there must be some logging or way that ATT identify a clue rather that troubleshooting like a non-technical person would.  

Without any useful logs I can only guess as to the problem but I suspect it is somehow related to my phone not making a direct connection to the ATT Wi-Fi.  Short of making significant changes to test this theory I see no way to move forward without more technical detail on how the app and receiver work (this is where I expect ATT to jump in).  

I’m not an regular end user.  I am a technical person who works in the IT industry.  Please don’t ask me to reboot, reinstall, or check to see if something is plugged in.  Of course I’ve looked at all the obvious, especially at this point.  

if it is in fact the case that rebooting, reinstalling, or factory resetting is the only way to fix this kind of issue then I strongly recommend that ATT hire some new software and hardware engineers who don’t build products that cannot be diagnosed when a problem arises.  

@michaeljf,

Thank you for your feedback, we apologize for the inconvenience you are experiencing. Please know that we are doing all that we can to ensure we understand your error, this requires us to go through all troubleshooting steps.

We see that this is not a known error and would like to get this over to our Engineering Department. To do so, we will be sending you a private message so we can gather more details from you. How does that sound?

We hope to see a private message response from you soon.

Ariel, AT&T Community Specialist