AT&T Active Armor VPN upgrade in smart home mgr app

Hello @jetsetter4fun, thank you for reaching out to AT&T Community Forums. We're here to address your Secure Family App concern. 

We know that this is something very important to you. We'll be happy to help you. 

If the ActiveArmor mobile security app doesn't update properly from the App Store, try this:

1. Go to Settings on your device and tap General.
2. Tap Software Update and make sure you have the latest version. If you don’t, update it now.
3. Close settings and open the App Store.
4. Tap Updates, and select Update next to AT&T ActiveArmor mobile security app.
   
   To turn off 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. 

The AT&T Wi-Fi network supports secure Virtual Private Network (VPN) access. If you have VPN, AT&T recommends that you connect through it for optimum security. 

• Your device must be able to communicate with the AT&T network. In some cases in order to communicate effectively you may need to change your router settings. If you have a simple router configuration that has not been customized, you may not have to make any changes to your settings. 

Reach back out if you have any questions. 

Thank you.

Mike, AT&T Community Specialist.

Hi, my IOS is currently up to date with 17.0. I actually deleted the app yesterday and redownloaded in the app store. However when I go in the Smart Home Manager app, user tab, on the top where it says AT&T Active Armor, usually when you go in there it gives you the option to upgrade, however now it doesnt and is still running the free active armor w/out the VPN option. Let me know when we can discuss further, thanks!

Hello @jetsetter4fun, thank you for reaching out to AT&T Community Forums again.

We understand you must have tried upgrading the IOS, but as per the latest update the upgrade is IOS17 Beta-5. 

Please try to follow the steps mentioned above to turn off your VPN and try to upgrade and let us know if that helps you. 

Reach back out if you have any questions. 

Thank you.

Mike, AT&T Community Specialist.

Hi, I have done all of that and it still doesn’t give me the option to upgrade the Active Armor which then provides VPN with multiple locations , thanks 

Hello @jetsetter4fun,

Please follow the below steps while another VPN is running;

This message can appear for two reasons:

• The user has multiple VPNs active on the device.
  • Only one VPN can be active at a time. If a second VPN app is running, the user will see this message to indicate the AT&T VPN has been paused. Safe Browsing and Wi-Fi Security are disabled in this state.
• A short delay when launching AT&T ActiveArmor mobile app will display this message.
  • It takes a few seconds for the app to read the VPN state and update various messaging appropriately. It is normal behavior for a user to see this message for a short time at launch. If the message does not vanish after a few seconds, the user most likely has another VPN connection enabled.

Along with that, please try to disconnect from always on VPN.

The Network module within the AT&T Active Armor app may report the VPN is Trying to connect. This message is normal if the network is changed between Wi-Fi and Cellular data. Once Safe Browsing or the full VPN reconnects, the Network module will state Active.

In some cases, Safe Browsing may not reconnect properly. The following steps should permanently resolve this issue:

Delete the AT&T Active Armor VPN profile on your iPhone

• Open iPhone Settings > VPN > AT&T Active Armor VPN.
• Tap the i icon on the right
• Tap Delete.

Next, reinstall the VPN from within the AT&T Active Armor app.

• Open AT&T Active Armor.
• Tap Network.
• Enable Safe Browsing.
• You will be prompted to install the VPN profile.

If the above doesn't resolve the issue, reset the iPhone network settings:

• Open iOS Settings > General > Transfer or Reset iPhone > Reset.
• Tap Reset Network Settings.

Thank you.

Mike, AT&T Community Specialist.

Hi, so I was able to get the VPN add on to work , however when I have devices on the VPN for some reason the device location isn’t changing? The Active Armor VPN is on which is standard however the location change isn’t working 

Hi @jetsetter4fun,

We understand the importance of a private network. Let's fix this as soon as possible.

We'd recommend that you Troubleshoot the ActiveArmor app. If you're still facing the issue, please contact Apple Support.

Hope this helps! If you need any further assistance, please reach out to us.

ChrisM, AT&T Community Forum Specialist.

Hi,  this isn’t working , I think I haven’t been specific on my issue. The normal active armor vpn connects, however when I upgrade the vpn to where I can go to my device and change the location by turning on the  vpn. Example in another country , it doesn’t change the location. I have turned off the auto connect , removed the vpn then going back into the active armor to reinstall. Then go into my ATT smart home app to upgrade the active armor giving me vpn for each device and change device location , doesn’t work and have tried it half dozen times.