The Saga of Setting Up a Modem and a Router- ATT

Those of you who have lost your modems due to lightning in the past several months have probably gone through the NEW setup process ATT has established. In some ways it is much easier. When you plug the modem into your computer via ethernet and you power it up, there is now a "wizard" that walks you through the setup process. It even goes so far as to change your password to the new 6 character password. (Many set their internet-ISP- password to be the same as their email password. More than a year ago, ATT changed that. They want you to have a password that is different than your email password. Furthermore, they want to generate the password; they don't want you to provide the password.)

All well and good until you find that your router no longer works. In fact, no matter what you do, you can't get the router to work. You have to get someone to help. If it is me, I come, look at what has been done, and scratch my head.

Well, the following is a dialog I had with ATT support about this issue. In the dialog, you will see some basic problems I have with ATT support. If read through it, you'll also see the solution to the problem of getting the router to work.

I hope it is entertaining and informative to you. 

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Support: Hi Mr. Leet! How can I assist you today?
You: Can you see my question?
Support: I am currently pulling that information here on my end. I see here that you are trying to setup a router and connect it to your motorola modem, right?
You: yes. But the new firmware, and apparently the "att preferred procedure" is to NOT put the modem in bridged mode. I can't find any info on your website about how to set up the router. There should be some generic instructions, such as, maybe "static IP", along with appropriate settings, etc. I'm stumped.
Support: Thank you for that information. You have an option not to put the modem on bridge mode or bridge it Mr. Leet. It will also depend on how you would like to configure your router.
You: NOTE: I have NOT opted to put to put the PPPoE on the router. This was forced by the new software.  This is an ATT thing, not my thing.
Support: We have limited support when it comes to configuring third party router but we have our Connect Tech Department that can further assist you in connecting your router to your motorola modem.
You: IF ATT, as is apparent, requires PPPoE on the modem, then ATT should provide the REQUIREMENTS for setting the router, regardless of brand. If that is not ATTs position, then I want to be escalated to the next level.
Support: We have a department that supports this type of issue which is our Connect Tech group. I can also provide you some links on how you can bridge the modem and configure third party router.  I understand your concern and really would love to help you but we are not trained on how to configure third party router and we might break your router if I force myself to walk you through in configuring the router.
You: I know how to bridge the modem. ATT does not want me to do that. Why? Is this an economic thing- it costs too much to train for router? OR is it technical. NO. Escalate!
Support: These links will help you configure your connection.
You: Give me your super.
Support: AT&T recommend not to bridge the modem but you can always bridge it since the option is available Mr. Leet.
You: Sorry, but I'm looking out for the average ATT customer. The average customer doesn't have the skill to set up the router! And ATT does not provide any help on their web site nor will it provide any help through first level support. This is untenable. You're super please.
Support: Please allow me one moment while I contact my supervisor for you Mr. Leet.
You: In our area of the country lightning travels through the phone wires. ATT has not properly protect the wires or the wires are getting old. The lightning charge travels the phone lines and destroys the modem- sometimes despite surge protection, but most of the time because your customers don't know and haven't been told to run their line through a surge protector before going to the modem.
Support: I will now transfer you to my supervisor.  I'm so sorry to know that, Mr. Leet.
You: So every storm, I'll get calls from a half dozen people who can't get internet service. Their modem has to be replaced. The new software is great, in a way. It walks them through the process. It gets the new 6 character password, if they need it. But then it puts PPPoE on the new modem. Then they have to call me because they are stuck with no instructions on how to do the router and no support from ATT. The only option is the 2wire.
Support: Yes, that's the default settings but we can always bridge it by choosing PPPoE on Router, gateway or computer.
You: That sucks.
Support: I have helpful links here on how to bridge and configure a third party router.
You: And I suppose it is because you don't have first level that can be trained on the router.
Support: We usually give this to our customers who needs to bridge the modem since they have a wireless router.
Support: The true that we are not trained in configuring wireless routers aside from the router that AT&T offers but we have a dedicated department that are trained and highly skilled when it comes to router issues.
You: I'm sorry, but please understand that they are being put in nonBridged mode and the script you use at first level doesn't say, OH, then put your modem in bridged mode if you have a router. It says we can't help you! That highly trained department actually isn't so highly trained, based on my experience. Sorry... But you charge for it. Not customer friendly. So, can you commit to changing the script to say-  if you have a router, then go back and change the modem to bridged mode after the wizard has finished. Set up the router as PPPoE. Use the new 6 character password we gave you. ???    And... if you have an airport and a 2 wire, bridge the 2 wire and turn off the wifi... something else first level doesn't seem to know.
Support: This is noted Mr. Leet.
You: OK, I'll note it as well. Thank you.
Support: The reason why we informed you about our scope of support regarding this issue so that you will be directed to the correct department that can assist you with this concern as well as provide you the links on how to bridge the modem and configure the router on PPPoE mode which we usually give to customer that has a non-AT&T modem/router.
Support: By following the steps provided on the links, you will be able to configure your network and connect to the internet.
You: No, that last phrase is not true. This recent storm caused 3 modems to go, and I've done many more in the last 6 months. In no case was I told or was the customer told to bridge the modem. They were told only that ATT does not support 3rd part routers. That's the script that needs to be changed!
Support: I understand what you're trying to say. Rest assured that I will take note of this concern and let our department know about this.
Support: Anything else that I can help you with Mr. Leet?
You: No. If you can get the message through to the trainers and change the script, then there will be a lot less frustration on the part of the customers!
Support: I will do so Mr. Leet. I'm really sorry and rest assured that we will take note of your suggestion and put it into action if it is necessary.

Which Browser Is More Secure?

Read a good article (here) on browser security.  This is focusing on the capability of browsers to protect you from infected web sites and downloading infected apps.  IE was the best of the bunch- overwhelmingly so.  I use Chrome for my everyday browsing, Firefox on occasion for some of its fancy features, and IE when I’m going to specific Microsoft web sites.  I've found IE is the most “fragile” of the browsers:  from time to time it will fail in a big way and when I go to one of the other two browsers, everything works fine.  In fairness, on occasion, where the site has been designed especially for IE, I find that Chrome and Firefox will break and I have to use IE.

A key point made in the article is that the testing was done on IE 9.  IE 9 is OK, but the author emphasized the need to move to IE 9 if you haven’t done so.  Search for “IE 9 download” and make sure you are at a Microsoft or cnet site. 

The Best New Computer All-in-Ones + The BIG AIO Problem

I probably should separate this entry into two, but I’m in a hurry, so…

Computer All-in-Ones are the computer where the screen and all the parts are “in-one,” so all you have is a screen and a key-board. 

PCWorld has come out with a new ranking.  You can find it here.

One of the models they highlighted was the HP Compaq 6000 Pro.  Its novel feature is that there is easy access to the hard drive, RAM, and the optical drive.  That means I can actually fix problems with these components. 

The second part of this entry is “The BIG AIO problem.”  AOIs are hard to repair.  If you have one of the Apple AOIs, which can cost several thousand dollars, for all practical purposes you’ve got a use and throw away machine.  It is more or less impossible to get at the hard drive, the RAM or other components.  If any of these go then you might as well throw the thing away.  My son alerted me to this problem when his big Apple AOI hard drive went.  To replace it, you have to use suction cups to remove the screen (after some tricky set up), and work between a lot of components. 

I should also mention that the Airport is just as bad.  If you have a Time Capsule and the drive goes bad, you are more or less stuck with throwing it away. 

HP and all the other manufacturers are not much better when it comes to maintenance.  So, beware!  AOIs are pretty, neat, etc, but you should consider them “throw away”. 

How to Use Skype on Your Smartphone (Android), especially when traveling

OK. Here's the scoop, which I have verified during my 3 week trip to Europe. You can use Skpye as your phone service when you are not in range of your primary cell phone provider. The steps are:
1. Download the Skype app. Do not download or use the Verizon Skype app, which is called "Skype Mobile." These are different beasts! It is Skype Mobile that restricts you to using its data network.
2. Be sure to set up your Skype account with an automatic replenishment of minutes: say 20 minutes at a time. That way, you won't be cut off of a conversation in mid-stream.
3. To use Skype, turn on Airplane mode.
4. Go to Settings.Data Manager.DataDelivery. Uncheck both "Background data" and "Data enabled." I don't think this is absolutely necessary, but I don't want to be surprised by roaming data charges.
5. Start your wifi (To use Skype you must be wifi connected and the connection must be a good one)
6. Start the wifi app and perform the necessary actions to log on to Skype.
7. Make the call.

A real convenience: Skype links to your regular google contacts! So you don't have to enter phone numbers, etc. Once in Skype, to dial the phone number of someone in your google contacts, tap the "all contacts" icon and enter a search string.

A note on making a phone call: The call is more like a walkie-talkie call. You both can't speak at the same time! It is the kind of thing where you talk and then say "over" to let the other person talk.

With respect to setting the phone to wifi: wifi uses a lot of power. Turn it off whenever you can.

Mac iMail “Gotcha” Makes All Your eMail Disappear!

I recently got a call from a neighbor who said that her iMail email had disappeared; not the app itself, but all the folders and email.  iMail wanted her to start over, defining the email accounts.  From her point of view, all her email, include some very important stuff, had disappeared. 

When I investigated, sure enough, all indications were that her email had disappeared!  What a disaster!  I googled the problem and came up with this link.  It started me on the trail to a solution, which was to find the original email folders and then redefine the email accounts using exactly the same name as used in the Mail folder.  She got all her mail back, but it was a little disordered, since the recovered email folders came under a high level email folder called Recovered or something like that. iMail doesn’t offer the necessary folder reorder options to move everything back to the appropriate folder structure. 

Anyway, the root cause of the problem is a an iMail “gotcha.”  iMail uses a special file, a .plist file, to define some key information about the mail configuration.

IF THE MAC COMPUTER IS TURNED OFF USING THE POWER BUTTON TWICE IN A ROW WHILE iMAIL IS OPEN, THEN OSX WILL DELETE THE .plist FILE, AND IT WILL APPEAR THAT YOUR EMAIL HAS DISAPPEARED.

This “twice in a row” doesn’t have to be “twice in a row in a few minutes;”  it is “twice in a row ever!”  Given our record of frequent internet outages, it is a given that those who use iMail will eventually encounter this problem.

Conclusion:  Don’t use iMail.  Use a free email application called Thunderbird.  OR stick with a cloud (internet) application like Google mail.  (By the way, Google mail also has a client program, so, if you have a slow connection, you can download your gmail through the client and manage your mail on your computer, not on the internet.)

Issues using Picasa (3.8) to create photo CD/DVDs

{Note:  I’m going to discuss the latest version of Picasa, 3.8; however, these comments are more or less true for earlier versions.}

How can I burn a CD or DVD from Picasa?  The answer is in “layers.” 

Layer 1:  Picasa says you should create a gift CD/DVD.  This is done by putting all the pictures in an album (not Picasa folder) and working from there.  Note that this does NOT move the pictures from the actual “physical” Windows folder; instead, it creates a copy “virtual” entry in Picasa’s “proprietary” database object called an “album.”  You can get the official detailed instructions here.   The result is a CD/DVD containing a copy of the photos along with Picasa software to view the photos.  The captions and comments associated with the slide show will be those you entered inside Picasa. 

   

Warning:  These captions and comments are in the Picasa proprietary database; they are NOT in the information Windows attaches to the picture file.  So, if you create a CD/DVD using the methodology used in Layer 2 below, your captions and comments won’t be in the collection.

I use Picasa because it really is powerful at managing and editing both photos and movies.  And, by the way, you can use almost any other photo/video manager and it has the same problem- it has a database that uses a proprietary database to contain labels and comments.

So,

Layer 2:  Use Windows Live Photo Gallery to edit file names, titles, and other information.  Get it here.  When you open Live Photo Gallery you can open the real Windows folder containing the photos.  Right click on any photo and click Properties.  At this point, the real Windows Properties dialog will pop up.  The general tab has the real name of the photo file.  You can change that, but leave the .jpg or .raw file type.  Then click on the Details tab. 

This tab shows you the Windows metadata associated with the picture.  It’s this information that, if you do it right, will be transferred with the picture to a CD/DVD in such a way that it will follow the picture wherever you copy it to.

You can click on any field, or nearly every field, and enter information into the field. 

1. Select all the pictures or folders you want to copy burn to the CD/DVD.
2. Click on the little folder icon at the top left of the window.
3. One of the options will be burn:
   
   
4. From here, follow the directions.  The Burn will use Windows burn technology. 

This technique works well if you have Windows 7.  Earlier versions don’t always work well- you might get repeated messages to load a blank CD/DVD and it never gets out of that loop.  This leads to level 3. 

Level 3:  Use a good general purpose burner to create your photo/video CD/DVD.   I use ImgBurn.   This application is reliable across Windows platforms.  Note that you are burning a data CD/DVD and you want the metadata to be copied as well.   

To summarize, the methodology for editing I recommend is:

1. Use Picasa to edit and manage photos.  But don’t add titles, descriptions, etc using Picasa
2. Use Windows Live Photo Gallery to add the titles and descriptions.  Note that these titles and descriptions WILL show up in Picasa. 
3. If you don’t have Windows 7, use a general burning app, such as ImgBurn, to burn. 

I know this post is loaded with techie talk.  Consider it just an outline. Please add comments if you want further explanation or have comments.