Learn how you can get the iPhone 13 now!
Durmans's profile
Durmans
#1 Star!
25,000 views
10th stratosphere!

Tutor

 • 

10 Messages

Thu, Mar 5, 2015 3:52 AM

How do I Uninstall the AT&T Troubleshoot & Resolve Tool? (OS X)

Last week I had some connectivity issues with my UVerse Internet. I installed the Troubleshoot & Resolve tool and cannot, now, figure out how to uninstall it. It's always running in the background and occasionally spawns a popup alerting me that it thinks I have a connection issue (even though I don't)

 

I'd like to uninstall this tool but cannot find documentation on how to properly do it.

 

• There is nothing in my Applications folder

• There is no icon in my dock

• There is no Alias on my desktop

• There is no system control panel

 

I even sat online with chat help for a half hour and their response was that there is no documentation on how to uninstall it and I should consult the community forums for a solution! Imagine that.

 

Please help.

oz_1

Master

 • 

4.2K Messages

7 y ago

Open Finder if it is not in your Applications or Utilities then I don't see how it can be on your Mac.

I am not aware of an App for OSX but there are Uverse Apps for iOS8 (iPad &iPhone).

Durmans

Tutor

 • 

10 Messages

7 y ago

Thanks for your input, but I'm not making anything up here. I am not a novice - I've been using Mac OS since system version 8 in the mid-late 90's.

 

There is nothing in my Applications folder or in the Applications/Utilities folder. There is nothing in my Login Items (In my Admin User Preferences) that would indicate an application is being asked to launch at startup.

 

The only directories I find when I search my entire hard drive are... 

 

• One called "ATT" in the Users/Shared directory. This one contains nothing but log files.

• One in the Library/Application Support directory that contains what is probably the bulk of the files associated with the utility. 

 

However, I don't want to just blindly delete those two directories and think I'm done with it. I can't believe AT&T has such little documentation on how to properly remove this rather invasive tool that even their customer support representatives have to direct users to the community forums for a solution.

aviewer

Expert

 • 

10.1K Messages

7 y ago

Here's a thought - It has to be running to send you messages - to kill it - Press three buttons simultaneously -

Command

Alt/option (next to command)

ESC (top left)

 

This will produce a run list of active apps. If you see it, select and click the Force Quit button

Durmans

Tutor

 • 

10 Messages

7 y ago

The Force Quit dialogue only works for foreground applications. This is running in the background.

Can nobody help? I feel quite violated.
aviewer

Expert

 • 

10.1K Messages

7 y ago

Can you open the the app? then use the last item under the name to quit, instead of just closing by clicking the red spot.

 

Here are more suggestions - https://www.google.com/#q=force%20quit%20background++OS%20X%20Yosemite

 

Contact apple 

aviewer

Expert

 • 

10.1K Messages

7 y ago

Click on the spotlight glass in the upper right hand corner & type Activity Monitor in the search box to open the complete list of all apps running.

Durmans

Tutor

 • 

10 Messages

7 y ago

I've already gone through the Activity Monitor looking for the background processes.

 

1) Whatever the process name is is not intuitive or easily identifiable.

2) Killing a background task does not in any way solve my problem. The task will just be re-launched again in the future.

 

I don't want to temporarily kill this utility. I want to completely uninstall it.

 

I cannot fathom that a company like AT&T has installed something like this on my private machine - doing who knows what in the background - and has not provided a way for me to uninstall or remove it.

aviewer

Expert

 • 

10.1K Messages

7 y ago

I seem to have a similar problem with microsoft silverlight. It does not work with the frontier app. I cannot find an uninstall, just move to trash.

Durmans

Tutor

 • 

10 Messages

7 y ago

That's my whole point, though. What do I move to the trash? Do I just move the two "ATT" folders that I have been able to uncover in side Library directories to the trash? 

 

I'd prefer some documentation as opposed to just taking a shot in the dark and leaving a partial installation of an unknown codebase on my machine.

Community Support

 • 

6.7K Messages

7 y ago

Hi @Durmans ,

 

I am sorry about the issues you are having with trying to get the TS&R program uninstalled. Here is a step by step set of instructions on how to get ti done:

 

  1. Click to open Finder from your Dock.
    TSR uninstall 1.png
  2. Navigate to the Library. You may need to hold the Option key and click on the Go menu at the top of the screen in order to select Library if Library is hidden. 
  3. In the Library folder, in the Search field, type "uninstall ATT" and enter.
  4. Click on the Uninstall ATT icon. 
    TSR uninstall 2.png
  5. This will remove the AT&T TS&R application from the desktop as well as remove the Uninstall ATT icon from the Library 
    TSR uninstall 3.png
  6. Empty Trash to ensure removal. 

Hope this helps.

 

-David T

Durmans

Tutor

 • 

10 Messages

7 y ago

Thanks for your response, David.

 

Unfortunately, when I follow your instructions, there is no uninstaller that appears.

 

And I still do get the dialogues popping up from the ATT utility. I've had it happen twice today already...even though I'm at work (Verizon FiOS is the ISP here) and the connection is fine.Screen Shot 2015-03-09 at 2.50.48 PM.png

Community Support

 • 

6.7K Messages

7 y ago

I am sorry you are still having issues. Could you attach a screenshot of the AT&T Utility coming up. I will see if I can track down what is creating the pop-up.

 

-David T

Durmans

Tutor

 • 

10 Messages

7 y ago

Here you go. I can force it to pop up by visiting a website domain that is not available. For example: http://www.simsurvey.org

 

Screen Shot 2015-03-09 at 4.38.29 PM.png

Durmans

Tutor

 • 

10 Messages

7 y ago

I should add - at first I thought this was some sort of plugin or extension to my web browser. But I quickly ruled that out since I can quit my browser while the alert is on-screen, and the alert stays on-screen even when the browser app (I use Chrome) is not running.

Community Support

 • 

6.7K Messages

7 y ago

Thank you for providing that screenshot and all that information. I will continue to investigate this issue further for you.

 

-David T

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.