I was upgraded to U-verse from DSL yesterday, and during the install AT&T added the Troubleshoot and Resolve Tool to my system. Whenver I boot up, it is running two items in my systray. I don't want these running, I only want the tool to run when I start it myself my doubleclicking it.
So I rightclicked the systray items, only 1 of which actually has any menu options, but the options do not include settings or properties or any way to affect the running of this tool at all. It appears to be specifically designed so you cannot turn it off.
So I contacted Live Chat, and I got this conversation:
System: Connecting to server. Please wait...
System: Connection with server established.
System: Technical Support Topic: TS&R: More Help
System: (MORIS) has joined this session!
System: Connected with (MORIS)
(MORIS): Thank you for contacting AT&T, my name is Moris. Who am I chatting with today?
You: ------
(MORIS): ------, may I have the telephone number or account number associated with your account?
You: ------
(MORIS): Thank you.
(MORIS): I was able to access your account details. How may I help you today?
You: I need to know how to reach the options/settings for this ATT troubleshoot and resolve tool so I can shut it down...I do not want this running unless I start it up myself
(MORIS): I apologize for the difficulties you’re experiencing with our Troubleshoot and resolve tool but I'm here to assist you in the best way to solve all your issues at the earliest.
(MORIS): Are you getting any error message after it's running automatically?
You: no
(MORIS): Okay.
(MORIS): Please give me two minutes.
(MORIS): I'm gathering information for you.
(MORIS): Thank you for waiting.
(MORIS): As of now we do not have any option to turn off the automatic diagnostic test in the troubleshoot and resolve tool.
(MORIS): However, you can uninstall the tool from your computer and download it using the below link when ever needed.
You: I didn't ask for that...this isn't a test running, you have two items running in my systray
(MORIS): http://ufix.att.com/motivedocs/installers/ATT_SST,exe
(MORIS): To make sure that I understand your concern correctly, you are having two troubleshoot and resolve tool in your system and want to remove one. Am I correct?
You: I want to remove everything ATT is running from my systray and for it not to come back when I reboot
(MORIS): Thank you for elaborating the issue.
(MORIS): In order to assist you better, I require your authorization to remotely access your computer which would reduce the amount of time to resolve this particular issue.
(MORIS): I assure you that I would not touch any of your personal files or documents during this remote session. Shall I go ahead?
You: no thanks, how can I do it myself?
(MORIS): You need to uninstall the troubleshoot and resolve tool from your computer and it will prevent such inconvenience.
You: that is seriously the only way? if I call tech support I am not going to get a different answer?
(MORIS): Yes, this is the only option to avoid the problem.
You: that is horrible design, not your problem, but I hope you can relay that opinion
(MORIS): Please accept my personal apology for any inconvenience and I'll certainly forward your feedback to our higher authorities and IT team for review.
You: thanks, good luck to you
(MORIS): We appreciate your suggestions. Because, the service what you are enjoying are bunch of valuable suggestions by our honorable members.
(MORIS): ------, do you have any other issues, questions, or concerns about your U-verse account?
You: nope all done, thanks.
(MORIS): Okay.
(MORIS): Thank you for choosing AT&T. We appreciate your business and value you as an AT&T customer.
(MORIS): For your future needs, please visit http://www.att,com/esupport where you will find pages of product solutions, or download our Self Support Tool.
(MORIS): Thanks again for using AT&T chat support. Have a great day!
------
So the solution offered is to uninstall the tool and re-install it whenever I want to use it. That can't be the only answer, it's absurd.
Then I called tech support, who yanked me around for 15 min and then escalated me to tier 2, where I was told that tech support only handles line issues and that if I wanted help with "my computer problem" I should sign up for a $15/month service. When I declined stating that this an ATT software issue and not a problem with my PC, I was forwarded back to tier 1, where I tried to contact customer service instead. After listening to all the options, none of which covered anything close to my issue, I chose "new service" as the closest match. I got forwarded to a queue and then after trying to connect I got a "we cannot connect at this time, please call our toll free number..." etc.
So here I am. I want to keep the Troubleshooting and Resolve Tool on my system, but only run it when *I* am actually in need of it. Otherwise I want it turned off and not eating up my system's resources when theere is nothing to be diagnosed. This doesn't seem like it should be that hard. How do I do this?
Thanks for your time.
[edited for privacy – removed employee id number]
[edited to comply with Guidelines - disabled links]
