AT&T ConnecTech^® Help

Self Help Tools
Help with Security and Connections for Your Computer
About Passwords
Protecting You and Your Computer
Suggestions to Help Protect Your Computer and Personal Information
Things You Can Do If Your Identity Is Stolen
Some Steps You Can Take to Help Keep Your Data Safe
Create a "Back-Up Plan" for Your Valuable Data
Avoid Phishing Threats
Recommendations that will help you protect Your Privacy
Some Help with Home Network Issues
What to Consider When Setting Up a New Computer

Help with TV Installation
Things to consider when deciding to wall mount a flat panel TV and set up your home theater

Self Help Tools

Help with Security and Connections for Your Computer

About Passwords
Using short, simple passwords to access online accounts puts you at considerably higher risk of security breach by hackers. Increase your opportunity to protect your private information and your identity by using a combination of letters, numbers, and symbols. Today, many Internet sites have provided unique guidelines for the number and type of characters used, and what cannot be used. There is always a chance that a hacker can access your account through your Internet connection or a wireless connection; use these guidelines to help you create passwords that will be more difficult to uncover.

Here are some common suggestions for stronger passwords:

1. Use at least one upper case letter
2. Use at least one lower case letter
3. Use a combination of alphabetical and numerical characters
4. Use symbol characters. Some examples: @ $ % ^ & * ( )! - = + [ ] ; : ' " , < . >
5. Use six or more characters
6. Don't use spaces
7. Don't use repeating characters or symbols
8. Never use personal numbers, such as your driver's license, license plate, social security, telephone, or birth date
9. Don't create passwords that are easy to guess by others
10. Do not use a common dictionary word, even if it is spelled backwards
11. Don't use your name, or a friend or relative's name, or a family pet's name
12. Change your passwords frequently. And if you have to write them down, store them in a safe place as a reminder, and don't include the name of the website on your document.

Protecting You and Your Computer

Protect Your Identity

Whenever you save personal sensitive information on your computer you have to be sure that you protect your data valuables under a virtual "lock and key". Treat them like you would any other valuable items in your home. Peace-of-mind that all of your computer information, as well as your Internet activity are private and protected means you should never take for granted that your computer is safe.

Recommendation: The level of your computer's security (using passwords and other methods) determines the exposure to your sensitive information. Use passwords (follow the recommendations for stronger passwords) for access to your sensitive information, websites, wireless gateways, and other places where unauthorized intruders could find ways to you.

Be Careful of Spyware

Spyware can be part of a software application that you intentionally installed, and often will be embedded in free software utilities and games downloaded from the Internet. Spyware may also be on your computer through a virus you may have received by e-mail or from surfing and clicking on the Internet. In some cases removing a virus or fix the problems it caused will not remove the spyware from your computer.

Spyware is sometimes used by advertisers and web-merchants to collect data and report back to interested parties, including data about your browsing habits while on the Internet. For other less friendly reasons, it can be used to steal information. You need control.

Recommendation: You need to control how, what and when you wish to share. Spyware management software is essential.

Be Careful of Viruses and Worms

Viruses can infect your computer and can be carried via e-mails, by visiting websites or downloading software, pictures, or other data from the Internet that you may have intentionally installed. They can be embedded in free or purchased software utilities and games downloaded from the Internet.

Worms may also be on your computer through connections you may have received by e-mail, or from surfing and clicking on web links on the Internet. A worm can impact your computer and can get more invasive the more you use it. In some cases removing a virus will fix the problems it caused but will not remove the Worm from your computer. The best course is to start with proper protection.

Recommendation: You need to control how, what and when you wish to share. Anti-virus software is essential.


Suggestions to help protect your computer and personal information

1. Install and update anti-virus and spyware protection software regularly. Security software can expire. Be sure yours is current. Also allow the software to update itself when the manufacturer suggests; new viruses and spyware are being created every day on the Internet.
2. Make sure your operating system updates regularly. No software can be 100% secure, but the manufacturers of the operating system you use are the most aware of new vulnerabilities, and they typically will provide periodic updates.
3. Do not open files, click on hyperlinks, or download programs sent to you without knowing who sent it and why it was sent. This could mean that even your "best friend" may have forwarded you an e-mail (perhaps even unknowingly) with an attachment that is infected with viruses or spyware. Some less trustworthy sources may use your friends or relatives e-mail addresses to look like a friendly e-mail. Awareness helps.
4. Use a firewall; especially if you use a high-speed Internet connection. Firewalls are software (and sometimes hardware) applications that help to block intruders from getting into your computer while on the Internet or from a wireless connection. Many security software suites offered today include firewalls along with their anti-virus programs. Operating systems, Internet service providers and some gateway/router manufacturers also offer options.
5. Look for the "lock" icon on your browser's status bar to help indicate that your information is secured during transmission. It is that little "padlock" icon at the bottom or top of your screen while on the Internet. It should be there if you are submitting personal or financial information about yourself.
6. If you were to lose your notebook - would there be any information in it that someone else may be able to use to steal your identity or access personal accounts? Financial and personal information should not be stored on your notebook unless absolutely necessary. If you must store that information on your notebook, use a smart password - something with a combination of upper and lower case letters and numeric characters (see password suggestions). There are several encryption methods [special coding] to consider as well assuring increased security. Today there are numerous alternate ways to access information remotely through a secure connection and leave the data somewhere else.
7. If you need help on any back-up and privacy options contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several services that will help you with backups and data and privacy protection.

Things You Can Do If Your Identity Is Stolen

• Be sure to act quickly.
• Call the 3 national credit bureaus and their fraud departments: (Equifax: 1-800-525-6285, Experian: 1-888-397-3742, Trans Union: 1-800-680-7289). Ask them to place a fraud alert on your name and Social Security number. Once an alert is placed on your identity, you will receive communication if anyone tries to open a new account using your social security number.
• Call all of your credit card companies immediately, including bankcard/debit card carriers and report the fraudulent activity. If you processed Internet sales online, be aware of every transaction and the card you used. Contact those card companies first if you suspect that is where your identity was stolen. Fraudulent purchases via the Internet can happen fast.
• A suggestion would be to make photocopies of the front and back of all of the credit cards you carry in advance and put them in safe spot. Almost every major credit card has a phone number on the back to reach for account issues, and this can make it easier should something unfortunate happen to your cards.
• Consider filing a police report. Some creditors require this as proof of a crime in the event that unauthorized access or use of accounts should occur.
• File a complaint with the FTC. Call 1-877-IDTHEFT (1-877-438-4338) or go to http://www.consumer.gov/idtheft. The Internet is a fast way for less than trustworthy people to get access to many users information. Don't let it continue. It will help to prevent future crimes and protect you as well in the future.

Some Steps You Can Take to Help Keep Your Data Safe

1. Use proactive software protection. Today's Internet suites often include anti-virus and anti-spyware software and often firewalls, phishing filters, and other protection. These are fundamental requirements for initial protection. In some cases a virus or spyware may slow down your computer performance, but still allow you to use your computer. Other times it can corrupt or even destroy data. Installing this software after you get a virus may be too late to fix the problems.
2. Use a firewall. Firewalls assist in blocking dangerous programs, viruses, or spyware or hackers before they gain access to your computer and data. There are a number of software companies that offer software-based firewall protection, as well as Internet Service Providers. There are options to consider some hardware-based firewalls, such as those often built into network routers.
3. Remain very aware of e-mails from unknown sources, or e-mails where you may not know the sender. Even e-mails from friends can have forwarded viruses or other attachments that are suspect.
4. Avoid websites that may contain malicious and bothersome intruders that connect spyware to things like free software download utilities that may claim to help your computer, games that are free to play or download, daily download of information that may contain data, music, or pictures that can be shared or forwarded, and e-mail collection that will result in providing free information or product.
5. Keep your operating system updated. Operating systems that are currently supported by the software creators (like Microsoft^®, Apple^® or others) typically offer updates as certain security issues arise.
6. Consistently backup essential and critical data to be sure important files are not lost as you create them. It is highly recommended to back up your added data/music/pictures on a frequent basis to a separate media devices, like CD/DVD's, external hard drives, USB drives or a web-based online site.

If you need help on any back-up or privacy options, contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several services that will help you with back ups and data privacy protection.

Create a "Back-Up Plan" for Your Valuable Data

All the data, music and pictures on your computer can be gone as quickly as you entered it. Saving to a single hard drive leaves you exposed to loss of data due to failure, viruses, accidental over writing, damage, or theft. You can help prevent unexpected data loss by storing critical and valuable information in several places. Backing up data regularly ensures that personal documents, photos, and other important files are not lost.


Some options to consider for your Back-up plan:

1. Use Automated Backup Software or Operating System Scheduling:
   This method copies information to a different part of a selected hard drive for safekeeping, essentially creating a duplicate of the data you have saved.
   
   BENEFITS: This is often a lower cost option than others. If you automate the process you have a better chance of recovering it later.
   
   DRAWBACKS: If your primary hard drive fails, both copies of the data may be lost. If you do not have an automated process to schedule back ups, you must remember to do it manually. Both instances can leave opportunity to miss backups or lose them entirely
   
2. Data Transfer/Media back-up:
   This method involves transferring your data to a separate source of media. For example: make copies onto a CD/DVD, transfer a second copy of your data to another hard drive (inside or external from your computer), transfer some data to a USB flash drive (limited size may be a challenge).
   
   BENEFITS: Duplicate data is stored separate from your primary place for storage. Data can be more portable if you want to use it elsewhere, or need to recover it in the event of a data meltdown with your original source. This can be a method for greater security, however making things more portable can make it easier to lose the media that you are storing it on.
   
   DRAWBACKS: There is an additional cost (however many of these options have become increasingly affordable). You can risk loosing or misplacing the media source that you have stored it on (portable drives and CD/DVD's are easy to misplace). Often you may have to copy things over to media manually, and over time some media can fail or wear out.
   
3. Online/Web-enabled Backup:
   Copy your data to a secure web enabled/online place
   BENEFITS: This choice offers a secure method of backing up your critical data, or your entire hard drive image to a remote location that can be accessed by only you. Most often you can access individual data remotely giving you more flexibility if you are mobile and need data to access, and typically can be set up to auto-save periodically daily or hourly.
   
   This process is used by some businesses as a safe way to have data "offsite", in the event of a catastrophic disaster (fires, flood, or theft), and assures your data will be available offsite. (We recommend AT&T Remote Vault. Information is available at www.attonlinevault.com.)
   
   DRAWBACKS: There can be a subscription cost, but it can be worth it if you want peace-of-mind. Think of it like putting your money in a bank where it's safe, instead of under your mattress. The initial back up process can take a bit of time because of the large amount of data you may want to save, but once you automate updates it can be faster. It can slow down your high speed connection temporarily.
   

Things that can help you to organize your back-up plan
Make a checklist
Think through your critical documents, files, pictures and music and even applications you can't replace. Back up the most important files first. Be sure to understand how you want them organized, or how frequently you wish to access them in the future.

Create a scheduled time each day
Depending on how often you change or add information, your frequency of backing up can be important. You may choose to back up important information once a week, daily or hourly. Back up software or applications can be programmed to consistently backup automatically at programmed periods of time.

If you should determine you that you have lost data
Be sure that the result of that lost data was not due to a virus or other software or hardware failure. You want to address the problem and symptoms before trying to recover your lost data so it won't happen again.

Be sure to completely load your back-up information from the original media, device or website back into the computer (even if some of it was still available) to assure the data copy is intact. You can always delete duplicate things later if you want.

If your hard drive has failed to initialize at all, there are data recovery services available (at a cost) that can recover data off of damaged or failed hard drives and other media drives. In some cases the more you try to attempt to access your data, the worse the internal workings of a drive can be damaged, along with your data.

If you need more help on any back-up or other support, contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several ways to help you with back ups and data and privacy protection.

Avoid Phishing Threats

What is Phishing?
Identity theft also can happen when someone presents a "website" or an e-mail from what appears to be a reliable source. It can look and feel very much like the actual website or e-mail you would expect, but it is actually a fake or false website. This helps criminals to fraudulently acquire personal and/or private information from a user - such as passwords, account numbers, social security numbers, etc.

The "phisher" poses as a trustworthy representative of the website or business you are trying to access. This often involves a "spoof" website, and can be provided as a link inside an e-mail or an instant message. It is centered on the effort to convince users that they need to respond with certain personal information. It's usually financial information they are after, so that they can use your credit card or bank account for criminal acts.

How Phishing Can Work
The spoofed e-mail will look extremely similar to one you'd receive from your financial institution or another company you do business with. It might ask you to "verify your account information" or "confirm your billing information". The link may direct you to a spoofed website that also impersonates that of the company they are presenting themselves to be. Often this practice is centered on banks and financial institutions. When a user visits the counterfeit site, their personal information can be used to create false accounts in the victim's name, ruin your credit or even prevent you from accessing e-mails or accounts.

Some Common Ways to Spot Counterfeit Sites

1. Spelling mistakes and the presence of an IP address in the link within the e-mail.
2. Absence of account numbers or partial account numbers from banks and credit card companies
3. Asking for passwords to be entered to continue on with information or obtain authorization to do something you have not initialized
4. The URL (website address) has more information in it than you normally would see if you went directly to the site from your Internet browser

If you are not sure about your privacy issues or any other performance issues connected to your computer, we can help. Contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several affordable ways to help you with advice, phone and remote log-in support or in-home technical support next day to your home or home office.

Recommendations that will help you protect Your Privacy

1. Use an Internet provider spam filter or installed spam filter for your e-mail
2. Many Internet browsers (like Microsoft Internet Explorer versions 7 or higher, Mozilla^® Firefox 2.0 or higher, and frequently others provided by Internet providers) contain special software to automatically check for fraudulent URLs.
3. Use Spyware and Anti-virus Protection
   Your computer could already be infected with some form of spyware and you might not even recognize it. Many internet programs track and send information back to third parties - some without your permission. Some links may be in your "favorites", but if it is in your computer, you have spyware.
4. Understand Spyware Symptoms and Indicators
   Spyware will often cause your Internet connection to noticeably slow down and you will begin to receive extreme amounts of annoying pop-up windows. Over time spyware could begin to cause your computer to crash, increase your likelihood for spam e-mails, or lead to identity theft.
5. Get Protection in Advance
   Anti-spyware protection is indispensable in keeping your data private. In some cases high speed Internet Service Providers (ISP's) include anti-virus and anti-spyware applications included with their service. Many software applications offer yearly or renewable subscription fees and they will help prevent, scan for and remove the bulk of spyware from your computer. Most nationally known brands focus on updates and tracking daily on new viruses and issues, since there are new threats always being created. Once installed, ensure that your application is automatically downloading updates on a frequent basis, and set to perform a full system scan at minimum every month.
6. Use Friendly Firewalls
   Information travels between computers and networks through a process that includes electronic data ports. Along with other functions, firewalls monitor and check these data ports, preventing unauthorized data from entering into your network or computer. Firewalls block your PC from others trying to get into it through the Internet or wireless connections. Firewalls are available through software packages and hardware controls (through Internet gateways and routers).

Other Ways to Avoid Spyware
Avoid websites that may contain malicious and bothersome intruders. Spyware can get into your computer through things like free software download utilities that may claim to help your computer, games that are free to play or download, daily download of information that may contain data, music, or pictures that can be shared or forwarded, and e-mail collection sites that will result in providing free information or product. Not all sites are bad, but you have to make sure you understand your risks, and read any "user agreements" carefully before accepting them.

If you are not sure about your privacy issues or any other performance issues connected to your computer, we can help. Contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several affordable ways to help you with advice, phone and remote log-in support or in-home technical support next day to your home or home office.

Some Help with Home Network Issues
Even though home networks provide a great way to share the Internet or share files and printers among multiple computers, there are several things that can prevent your wireless network from connecting correctly.

Here are more common issues:

Issue: Sometimes when I use my wireless network my Internet access seems to run very slowly.
There are a lot of reasons this could happen, depending on how many other people are sharing the connection. If you do not encrypt and protect your wireless connection from unauthorized connections, some of your problem may be your neighbors are sharing your connection as well as your family. Be sure only to provide access only to the people you want. If you are not sure how to do this, call AT&T ConnecTech Service Support available daily from 8 AM to 11 PM CST and we can help: 1-800-344-1734.

Issue: I cannot access the network from one computer, but all other computers are working.
Possible Solution: Shut down and restart the computer. If the computer is using a wireless network connection, try moving it closer to the place where your wireless access is transmitted (the thing with the antennas). If moving things closer fixes the issues, you may have signal interference. Interference can be caused by several things including: large mirrors, leaded glass, stucco construction or metal-reinforced concrete walls or floors, other electronics or too much distance between your computer and the signal's access point.

Issue: I cannot access my network or the Internet from any computer on the network.
Possible Solution: Power 'off' all computers on the network. Unplug both the modem (the box supplied by your provider of Internet into your home) and your wireless router (sometimes it is separate/sometimes combined with the modem). Wait for a few minutes. Plug in the modem and wait for it to finish rebooting (watch the lights). This could take a few minutes. When the modem has rebooted, then plug the router back in. Again, wait for the router to finish re-booting (watch the lights). After the router has rebooted power on a computer on the network. This is known as power cycling your modem and this can often restore connectivity.

On PCs using Windows, you can also go to your network settings on your control panel and use the "repair" function to help reset the connections. You can consult your manuals or contact an AT&T ConnecTech Service technician for help (no matter where you bought it or get your signal and connection, we can help for a nominal fee).

Problem: My wireless signal is too a weak, and won't reach the areas of my living space where I would like to use it.
Possible Solution: Newer versions of wireless routers are reaching longer distances. Also a wireless repeater can help extend the wireless networking signal much farther from the original base station. Also, BE SURE you encrypt your network with special encoding process that will protect what you are transmitting through the wireless connection.

Problem: My 2.4 GHz wireless telephone seems to interfere with my wireless system?
Possible Solution: It is possible that this could happen. A 2.4 GHz wireless phone can transmit at the same frequency as many wireless network access points. Interference can consist of a sudden loss of wireless connectivity or a slowdown in speeds over the network when the phone is in use. You can attempt to change the channel settings on your wireless phone, or consider a newer technology phone or wireless access point that work at higher frequencies that no longer interfere with the wireless frequencies.
If you need help on connection issues on wireless networks or any other items connected to your computer, we can help. Contact your AT&T ConnecTech Service Representative at 1-800-344-1734, available daily from 8 AM to 11 PM CST. We provide several affordable ways to help you with advice, phone and remote log-in support or in-home technical support next day to your home or home office.

What to Consider When Setting Up a New Computer
Just plugging in a computer may seem simple, but there are several things you should do "out of the box" to assure that you start out right. Be sure to register your hardware and software. Updates and advisories on new technology are happening all the time and you need to keep informed.
Some "start up" functions may be influenced by the software pre-loaded by the manufacturer. Choose the applications that work for your needs, but you can de-activate or delete those you don't need. There are several settings that can be adjusted to assure that you are connecting on the Internet at the best speeds, as well as settings to be sure your peripheral digital products are using the best resources.
Set up your e-mail and wireless connections with a clean controlled view of all of the products and services you need on your computer. Before you get too far, getting your connections and resources organized are going to help later on.
Be sure to understand your anti-virus, security and privacy controls and backup plan right from the start. Once you begin surfing the Internet or saving data, pictures or music you have to understand the risks of loss of data or privacy. That can happen on your first day of use, so don't wait until later [See some of our other help information].

Help with TV Installation

Things to consider when deciding to mount a flat panel TV and set up your home theater

Determine If This is Something You Can Do
Understand all of the tools that you will need; and how to operate things like power drills, levels, accurate measurement methods, and assurance that you can lift and support the size of the TV. You may need added hands to help if the TV is large or heavy. Many of today's flat-panel TVs seem lighter, but can be hard to manage because of size. Plan out the process and take your time. It could take hours to complete all of the steps of mounting and wiring access.
Be sure to read instructions for your specific mounting brackets and TV design and plan out the entire process before drilling any holes. Is there a power access within reach? What signal source are you using and is it accessible? Will the wall support your TV? If you have an HD (High Definition) TV you will need an HDTV signal source to best enjoy your new TV.
One suggestion is to hang a picture or large sheet of paper in the space you plan on mounting your TV using the approximate size of the TV you are taking into consideration. Spend some time to consider the look and location of the area. Be sure adequate construction is available for a secure and safe mounting (studs and internal wall construction).

Understand Where and How You Plan to Mount Your TV
The location for your flat panel TV is obviously your choice, but there are some things to consider.
Your TV will be like a "large picture" and will more likely be a focal point for your room. Will there be enough sitting space for you and your friends and family? Is there room for the audio system or speakers you want to place or mount on the wall? Is there a power source that will be used and access to a signal?
The level you consider for mounting the television can be very important. Think about mounting the flat panel TV at the level height at which you will be watching from. Even if it looks really good over the fireplace, it may be too high for normal viewing from the couch, or be too close to a light source that could risk washing out some of the picture quality.
If you watch TV while sitting on the couch, then for the best viewing experience the flat panel TV should be mounted at eye level to the center of the screen from your height sitting straight on the couch. Couch level could make the TV seem too low when standing next to it, so you might consider viewing at a higher vertical angle and adjust farther up so the bottom of the screen is eye level while sitting down, and the top will be closer to eye level when standing up.
You may want to think about where your surround sound speakers are going to be placed if you are connecting a home theater. Your central listening area may influence your viewing areas. Today's HDTV's are much brighter, but you may also still want to consider the light sources in your room (both natural and artificial).Be sure you get optimum picture for the ambient light in day and night situations.

Running Cables and Source Connections
Running your connection and source cables through walls can provide a clean looking presentation. It can become frustrating however, if you have to run new cables when adding new devices to your entertainment system or TV. If you don't want to start cutting holes in walls and fishing wires through multiple studs, ceilings or other obstructions, there are inexpensive ways to use molding and covering to help run wires outside of walls or around floors.
Also selecting the right cabling can be important. High definition signals need to be carried by cables that are specifically designed to provide the signal needed, such as HDMI™ cables. Other audio and signal sources may need special connections as well. Distance between sources can impact quality and your budget.

How can you hide wires running up a wall?
For connections and power under the television, you can place low cabinet or other furniture underneath the area. If that looks out of place or you want more distance, there are several commercially acceptable molding kits that can be used to cover cables. You can even paint the molding the same color as the wall or ceiling. Cabling now comes in many shapes, including flat profiles that are designed to run signal and sound sources.
Power cables may be an exception and you will have to determine how best to live with that. Re-routing power to another location should be done by a qualified electrician and may need consideration for building codes and hazards.

Selecting the Right Mounting Brackets
All flat panel televisions and mounting brackets need to be VESA compliant. VESA is a standard rule of measurement for wall mount kits. More desirable wall mounts will tilt or swivel or do both. Fixed brackets are an available option, but can create more difficult situations if you need to reach connections on the back of your television. Not all flat panel sets have inputs in the same place and it can be hard to manage your connections.
A swiveling bracket allows you to change the horizontal viewing angle of the television. Tilting brackets allow you to change the vertical viewing angle of the television dependent on where you are sitting. Getting a bracket that can help you manage vertical and/or horizontal movement will provide increased visual quality by presenting the right viewing angles depending where you and your guests are sitting in your room.
If you are considering wall mount speakers in or on a wall, you want to be sure you have adequate space for mounting. You will also have to fish [or run] those wires from your audio source to your speakers, so take caution to plan on the right wiring and clear access. With speaker brackets, be sure you have the proper brackets designed to hold the weight and size of your speaker. Pivoting brackets will allow you to adjust your sound for optimum direction while viewing your TV.

AT&T ConnecTech Services available for residential customers only. Not available in all areas. All offers are limited time offers, hardware and software limitations may apply, and service-specific terms and conditions apply. All trademarks are the property of their respective owners.