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car54bs's profile

Tutor

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7 Messages

Sunday, May 21st, 2023 4:25 PM

unable to login to email account or att.com

Starting on Friday 5-19-2023 I was not able to login to my att email account or to my profile at att.com. Before I ever get a login prompt It gives me a "Something's gone wrong" message and tells me to start over.  I have deleted the cache and cookies and have disabled norton and rebooted the pc and router. I have tried "chatting" with att support 3 times. Finally the last person said it looked like a network problem and was sorry and left the chat.  

From a cmd prompt on my pc I have done a trace route to identify each IP address in the network that the signin.att.com request travels thru. It begins with my router obviously and continues thru 10 more IP addresses before failing (request timed out). The last IP address in the chain is 12.249.157.142.  Since I got a response at that IP I do not think it is the problem but who knows. The offending IP address just times out so I have no idea what it is.

when I get the "something's gone wrong" message it returns this address:

https://signin.att.com/dynamic/iamLRR/LrrConroller?IAM_OP=error&appName=m14186&error=invalid_request&error_description=902&errorCode=902

I have used two browsers...chrome and edge....both react the same way. When I disconnect my att samsung phone from my wifi I am able to get a login prompt from att.com. so clearly the path that the phone uses bypasses the offending router in the network. 

Can someone please get this to an ATT Network Support person to clear the issue?

Community Support

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232.1K Messages

1 year ago

Hi there, car54bs. We understand that you are not able to reach the account login prompt for either your email or your profile. We can look at this together. 

 

What we are going to do is to gather some more information from you. Please accept this Direct Message invite. You will see a chat icon next to a bell icon appear after we send you the Direct Message. Please reply there. 

 

If you do not see the next message right away, please log out your forums account and back in. 

 

Looking forward to working with you. 

 

Matthew, AT&T Community Specialist

Tutor

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7 Messages

1 year ago

Hi Matthew. Since our DM link has been closed I am responding to my original message to give you an update. You will remember that I am not an ATT residential customer. My local internet provider is Comporium. You tried your best to fix my issue which was getting a login page from att.com. I was getting a "somethings gone wrong message"  before the "please enter your userid and password" message. Your last suggestion was to contact my local ISP. I did that on Thursday June 1 and they said the same thing you did...."it is not our problem".  All this is to say that I was able to find a support person at my local ISP who told me to unplug my router for 4 minutes and he was going to "clear the gateway cache".  I did that and tried logging in at ATT.com and still received back the "somethings gone wrong" message.  One of my favorite replies from network people in communications was "trouble came clear while testing". About 11am the next day (Friday June 2) I attempted to login to ATT and was able to do so and it is still working.  While I am glad that my 2 week outage has been resolved I really would like to know why. I suspect I never will know why. Did the Comporium ISP support person continue to work on it and it fixed whatever issue was there? or did ATT Network people finally get enough other customers complaining that they could not get to the login prompt at ATT.com to fix ATT's problem.  It is worth noting that the last message entered on this section of the community forums was from user gmr2468 who is experiencing the same issue as I did....unable to login to att and getting the same response "somethings gone wrong". That would lead you to believe that the issue was not related to my local ISP.  If you can figure out what fixed my issue maybe you can help gmr2468 fix his as well.

Community Support

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232.1K Messages

1 year ago

This for coming back, car54bs

 

We are so glad that you are able to log into your email again. As for the resolution, we are not sure what happened. Something's can just fix themselves. That is one of the mysteries of the internet.

 

As for the other user, do not worry, we have already addressed them, and will be working with them independently. 

 

If there is anything else that we can do help you again. Please reach back out. 

 

Thank you for being an AT&T email subscriber. 

 

Matthew, AT&T Community Specialist

 

 

 

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