Active armor VPN over active

i have the same problem.  For the past few years using the AA VPN, it will turn itself on and not be able to be turned off.  Even at home, on AT&T Fiber, the VPN comes on and causes some sites to not load and others to partially load.  I also cannot connect my phone to my laptop with the AA VPN on.  I just had to delete the app.  I try it every few months, but the problem continues.

Thanks for reaching out to us about you Active Armour service and we'll be happy to help you, @csgreeley. 

To get started, we'd recommend checking out these instructions from one of our previous agents that discussed how to disconnect the VPN for your home network. Go to Settings and click on Network & Internet. Select VPN then the VPN connection you want to disable. Click Disconnect. You can also turn it off by following these steps:

• Using the Smart Home Manager app on your device:
  1. Go to Settings then Internet Security.
  2. Select VPN location and choose a Location.
  3. Return to the Smart Home Manager home screen select Network and then Connected devices.
  4. Choose the device you want to disconnect the VPN, then select disconnect VPN. 

Let us know if you're still unable to turn your VPN off. We look forward to hearing from you. 

Robert, AT&T Community Specialist

I don’t think you read the message. This is the active armor app on our phones. It has nothing to do with our router or smart home manager. 

Hello, @Frndofgrvr! We understand that you are referring to VPN concerns with the ActiveArmor mobile app, and we'd like to help you troubleshoot it! 

There are a few steps we can take. First, we recommend uninstalling and reinstalling your VPN profile on the ActiveArmor app. To do this, please refer to the following steps: 

• For iOS devices:
  1. Open the ActiveArmor app. 
  2. Tap Network.
  3. Enable Safe Browsing.
     • You'll be prompted to install the VPN profile.
       
       
• For Android OS devices :
  1. Open the ActiveArmor app. 
  2. Tap Network.
  3. Under Safe Browsing, tap Set Up Safe Browsing. 

If you're using an Android device, your concerns also might be caused by the Always-On VPN setting. This feature disables your phone's internet connection if you aren't using a VPN; consequently, ActiveArmor may not funtion correctly in this state. You can turn off this feature in your Android's settings by completing the following steps: Click Settings > Connections > More Connections > VPN. Then, tap the gear by ActiveArmor and disable Always-On VPN.

Additionally, as with all app-related concerns, we recommend following the steps detailed on our Tips for Managing Android Apps page, which details how to force stop your app, clear its cache, and uninstall and reinstall the app. We recommend completing the aforementioned actions in that order. 

You can also refer to our ActiveArmor specific troubleshooting page for more information that may help you in resolving these concerns.

Thank you for participating in AT&T Community forums, and we hope this helps!

Kiara, AT&T Community Specialist

correct, @Frndofgrvr .  On my (AT&T branded) phone.  Even in "safe" WIFI networks, the AA VPN turns on and stays on.  Slowing and disrupting connection.  Even if the AA app says that that VPN is off, the phone (Samsung) has the "active VPN" icon present and connection lags.  No way to turn the VPN on the phone truly off.  It remains on.  Just tried again.  Just deleted the app again.

I now use the Norton VPN (I know there are others to chose from) as it can be turned on and off quite easily.

thank you, @ATTHelp   I will try that and report back.

Regards,

Thanks for reaching back to us, @csgreeley. 

Please let us know once you've tried the steps provided above, and if they helped with your Active Armor service. 

We look forward to hearing from you. 

Robert, AT&T Community Specialist

That actually doesn’t fix it from constantly turning on when you don’t need it on. It stays on whether you need it on or not. The only way to turn it off is to turn off is to turn off safe browsing so it does not turn on at all. Which means you have to then turn it back on when you go somewhere where you are going to use their WiFi which defeats the purpose of Active Armor. 
Clearly, the app was not properly tested to ensure that you control when you are turning the VPN on and off. 

Hello @cbeseda, we would like to assist you with your inquiry about Active Armor.

We would like to invite you to a private DM, so that we can pull up your account information.

Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums). Once you're there, we can continue this over the phone or in chat if you'd prefer.

We look forward to chatting with you!

Devin, AT&T Community Specialist 

Thank you, @ATTHelp .  @Frndofgrvr is correct.  Going into the settings and turning off "Always-on VPN" does not help.  Currently, that setting is toggled off for AA, but there is an icon indicating the VPN is active.  I toggle it on, and then off, for AA VPN, and the icon disappears.  I let my phone sit...doing nothing...and 2-3 minutes later the icon pops back up and the AA VPN automatically turns itself back on.  I go to Settings > Connections > More Connections > VPN...and AA Mobile Security is listed as "connected".  I go to cogwheel...toggle on an then off...the icon disappears and...AA VPN starts again.

There is no way to stop AA VPN from turning itself on.  The only solution is to uninstall the app.

BTW, I have Norton Secure VPN listed as well.  It does not behave this way.  This is not a phone issue, but an app issue.