Android™ User’s Guide - AT&T · Tap the Google Play icon1 to bring up the Google Play Store...

Android is a trademark of Google Inc. © 2019 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual

Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners. Images are shown for illustrative

purposes only; individual experience may vary. This document is not an offer, commitment, representation or warranty by AT&T and is subject to change.

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Version 4.2.5

AT&T Global Network Client for Android™

User’s Guide

AT&T Global Network Client for Android™ User’s Guide

Android is a trademark of Google Inc.

© 2019 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners. Images are shown for illustrative purposes only; individual

experience may vary. This document is not an offer, commitment, representation or warranty by AT&T and is subject to change.

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Notice ............................................................................................................................................................................. 4

Document Revisions ....................................................................................................................................................... 4

Overview ........................................................................................................................................................................ 5

Using This Document ..................................................................................................................................................... 5

AT&T Global Network Client Overview .......................................................................................................................... 6

Preparing for Installation ............................................................................................................................................... 6

System requirements .................................................................................................................................................... 6

Requirements for Installation & Use ............................................................................................................................. 7

Obtaining and Installing the AT&T Global Network Client ............................................................................................ 8

Starting the AT&T Global Network Client ................................................................................................................... 10

Connecting to an AT&T Hotspot (AT&T Wi-Fi) ............................................................................................................ 12

Connecting to an AT&T Partner Hotspot ..................................................................................................................... 12

Establishing a VPN Connection .................................................................................................................................... 19

Mobile Device Management (MDM) ........................................................................................................................... 24

Auto Reconnect ............................................................................................................................................................ 25

Auto Switch Wi-Fi ........................................................................................................................................................ 25

Auto-Reconnect Feature .............................................................................................................................................. 26

Navigation Drawer Options.......................................................................................................................................... 27

Wi-Fi Hotspot List ........................................................................................................................................................ 27

Search .......................................................................................................................................................................... 28

Maps ............................................................................................................................................................................ 29

Settings ........................................................................................................................................................................ 31

User Settings ................................................................................................................................................................ 31

Change Password ........................................................................................................................................................ 32

Wi-Fi Hotspot Directory Settings ................................................................................................................................. 34

Wi-Fi Hotspot Directory Region................................................................................................................................... 34

Update Wi-Fi Hotspot Directory .................................................................................................................................. 36

Use Wi-Fi for downloads ............................................................................................................................................. 38

Other Settings .............................................................................................................................................................. 38

Auto-Reconnect Options ............................................................................................................................................. 38





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Help ............................................................................................................................................................................. 40

FAQ .............................................................................................................................................................................. 40

Contact Support .......................................................................................................................................................... 41

Customer Support Tools .............................................................................................................................................. 42

Ping .............................................................................................................................................................................. 43

DNS .............................................................................................................................................................................. 44

Traceroute ................................................................................................................................................................... 44

Upload ......................................................................................................................................................................... 45

Event Log ..................................................................................................................................................................... 46

About ........................................................................................................................................................................... 48

Uninstalling the AT&T Global Network Client .............................................................................................................. 49





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Notice The information in this document is believed to be complete and accurate at the time of publication. However, information is subject to change.

Document Revisions This document is revised and maintained by Mobile Remote Access Client Development, AT&T Labs





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Overview

The AT&T Global Network Client is a program that enables your Android™ OS based device to easily connect to the Internet or your company’s private network using AT&T managed VPN services.

Using This Document This document is intended for all users of the AT&T Global Network Client for Android™ as a tool to understand the basic function and configuration of the AT&T Global Network Client.

The reader is assumed to have basic knowledge of Android™ OS and computer networking.

This document may refer you to your Help Desk or Customer Account Administrator for additional help on various topics. Your Customer Account Administrator is an employee at your company who can provide you with additional support and is usually a technical resource for your company.





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AT&T Global Network Client Overview The AT&T Global Network Client is software that is designed to allow Android devices to easily access the Internet or your company’s private network from many locations around the world. It provides a simple, powerful interface that helps you to connect to AT&T and AT&T partner Wi-Fi networks, as well as establish a VPN connection over your existing mobile data connection. It also provides offline access-point directory browsing and in-depth diagnostic logging.

Preparing for Installation

System requirements

The AT&T Global Network Client and its components are supported on the following operating systems and hardware:

Operating System Hardware

Android 8.0 and above. (Available at Google Play store)

Android 6.0 and above. (Available at https://www.corp.att.com/agnc/android/)

Any Android devices that support Wi-Fi and/or cellular

https://www.corp.att.com/agnc/android/





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Requirements for Installation & Use

You must have AT&T Remote Access Service credentials to use this application. Before starting the AT&T Global Network Client installation and setup, verify you have the information required in the following checklist. If you are missing any information, please contact your Customer Account Administrator.

• Account

• Userid

• Password, passcode, or PIN and token





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Obtaining and Installing the AT&T Global Network Client

You can download the AT&T Global Network Client for Android from Google Play. The Google Play App is preinstalled on most Android devices. If your Android device does not have Google Play installed, you can also download the AT&T Global Network Client or view it in a browser from http://play.google.com.

Tap the Google Play icon1 to bring up the Google Play Store (formerly the Android App Market). You can tap the Search Icon to bring up the search window. Type in AT&T Global Network Client and tap the magnifying glass to find the AT&T Global Network Client app. The AT&T Global Network Client entry in the Google Play Store will appear, as shown in Figure 1.

Figure 1: AT&T Global Network Client entry in Google Play™

The next step is to download the AT&T Global Network Client to your device. Tap the AT&T Global Network Client entry to continue to the next screen. Tap the Accept & download button to start the

1 Google Play is a trademark of Google Inc.

http://play.google.com/





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download. If you wish for Google Play Store to automatically update the app on your device as new versions are released, check the “Allow automatic updating” box. (See Figure 2).

Figure 2: Accept Permissions and Download





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Starting the AT&T Global Network Client

Launch the AT&T Global Network Client by going to the Application page on your device and tapping the AT&T Global Network Client icon (Figure 3). For faster access to the AT&T Global Network Client app you can move the app’s icon to the Home Screen2.

Figure 3: AT&T Global Network Client Icon

The first time you use the AT&T Global Network Client the License Agreement will appear (See Figure 4). Please read the License Agreement carefully. If you accept the License Agreement, tap the Accept button. If you do not, tap the Exit button and the Application will exit. After the License Agreement has been accepted you will be prompted for your logon credentials. Enter your account and userid. If you are not sure of these values, check with your Customer Account Administrator.

Figure 4: Licensing Agreement and Credentials Dialog

After you have entered your credentials, you will receive a prompt to let you know that the initial app installation does not include location browsing data. This keeps the size of the app smaller, while allowing you to download the location data which will allow you to find nearby hotspots and to show hotspots on a map. The location data is not needed to make a connection or to use any Wi-Fi hotspots, only to find the locations of AT&T Wi-Fi or AT&T partner hotspots. If you want to add location browsing

2 Please refer to your device user guide for specific instructions.





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data now, tap OK on the dialog. If you do not want to download location data at this time, tap on Later, and you can add or remove location data later from the Support activity.

Figure 5: Download Location Browsing Data

If you select to download location browsing data, you will be taken to the Wi-Fi Hotspot Directory Regions activity which allows you to add and remove location data. Select the regions for which you would like to download location data, then tap the Download Selected Database button. The selected regions will be downloaded and installed.





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Connecting to the Internet

Connecting to an AT&T Hotspot (AT&T Wi-Fi)

If you are using an AT&T Android device that has an AT&T SIM, such as a phone or a 4G/3G tablet, your device is designed to automatically associate to and authenticate with AT&T Wi-Fi hotspots. You will not need to use the AT&T Global Network Client to connect to AT&T Wi-Fi hotspots. If you do run the AT&T Global Network Client, it will show that you are already connected to the Internet through the AT&T Wi-Fi hotspot. The Connect button will be enabled, as the user was not authenticated.

Figure 6: Automatically Connected to an AT&T Hotspot

If you are using a device that does not have cellular data access, the process for connecting to an AT&T Wi-Fi (attwifi) hotspot is the same as connecting to an AT&T Partner hotspot. Refer to the section “Connecting to an AT&T Partner Hotspot” below for the details on connecting.

Connecting to an AT&T Partner Hotspot

If you are at an AT&T Partner Hotspot location or you are connecting to an AT&T Wi-Fi hotspot using a device that does not have AT&T cellular data access and therefore does not automatically connect to AT&T Wi-Fi, you can tap the Connect button and the AT&T Global Network Client will automatically select the AT&T Wi-Fi or AT&T Partner Hotspot near you with the strongest signal strength. You will be





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prompted for your password and your credentials will be authenticated through the selected hotspot. After you are authenticated, your device should then have access to the Internet.

Figure 7: Connecting to an AT&T Partner Hotspot

If you want to select a particular hotspot to use for your connection, you can select it from the “Available Wi-Fi hotspots” section. If your device is already associated to a hotspot, its name (SSID) will be shown on the below to Wi-Fi icon, as seen in Figure 7.

In the section containing the list of available networks, in–range hotspots are shown, along with an indication as to whether the selected hotspot (if any) is an AT&T hotspot or a partner hotspot. Tap on any AT&T Wi-Fi or AT&T partner hotspot to initiate a connection using the selected hotspot. You will be prompted for your password and the AT&T Global Network Client will complete your connection. If you wish to use the application to connect to a third-party hotspot that you trust, you may tap on that hotspot and the application will associate to that hotspot for you. If you wish to connect to an encrypted hotspot, you must enter password in the prompt window as shown in Figure 10.

If you do not have Wi-Fi active on your device you will be given an error message and a link to enable Wi-Fi access on your device, as shown in Figure . You can also follow the instructions for your particular device to enable Wi-Fi networking.





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If you have Wi-Fi enabled you will be given a list of available networks in “Available Wi-Fi hotspots”. There are four types of networks; AT&T Hotspots, Partner Hotspots, Third-Party Hotspots and Private Hotspots. Tapping the Hotspot that you want to connect to will connect you to that network.

Figure 10: Password prompt for encrypted hotspot

Figure 8: Wi-Fi not active on device





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If your device is already associated to an AT&T Wi-Fi, AT&T partner or third-party hotspot when you first launch the AT&T Global Network Client application, you will be able to connect to the Internet through that hotspot. Tap Connect to begin the connection process (See Figure 11). If you are associated to an AT&T or AT&T partner hotspot, you will be prompted with a dialog to enter your login information (See Figure 9).

Figure 11: Available Network ready to Connect

You will be prompted to enter your password. The account and userid you entered when you first installed the AT&T Global Network Client will be displayed. Enter your password and tap Login. If you are using credentials that include both a PIN and a token, such as SecurID, you will need to enter both the PIN and the token in the password field, with no space between the PIN and token.





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Figure 9: Enter Login Information

Note: Your account and userid will be saved once you enter them during the first time you run the app. If you entered an incorrect account or userid you do not need to go back to Login Credentials to correct the incorrect entry; you can make the correction directly in the Enter Information dialog and the correction will be saved.





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After entering your password, when you tap the OK button the AT&T Global Network Client will attempt to authenticate you to the network. Your account, userid and password will be verified. If the authorization fails, an error message will be displayed, as shown in Figure 10.

Figure 10: Authentication and Login Failure





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Once your account, userid and password have been authenticated you should be connected to the Internet. You should now be able to use applications that access data via the Internet and you should be able to browse web sites. To disconnect your connection, tap the Disconnect button as in Figure 11.

Figure 11: Connected to the Internet





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Establishing a VPN Connection Establishing a VPN Connection can be as easy as establishing a Wi-Fi connection. A VPN connection can be established using either a Wi-Fi hotspot with Internet connectivity, or using the cellular connection on a device with an active cellular data plan. Tap the Connect button to initiate the VPN connection and you will be prompted for your password. If your device is already associated to a Wi-Fi hotspot with access to the Internet, the application will configure and establish your VPN using your existing connection. If you are not already connected using Wi-Fi and an AT&T Wi-Fi or AT&T Partner Wi-Fi hotspot is available, the application is designed to automatically select the AT&T Wi-Fi or partner hotspot with the strongest signal strength, authenticate you to that hotspot, and then will attempt to configure and establish a VPN connection to your AT&T managed VPN server. If no AT&T Wi-Fi or partner hotspots are available and you are using a device with an active cellular data plan, the application will attempt to establish the VPN connection over the cellular data network.

If the access network – either Wi-Fi or wireless data - supports IPv6 and the user is profiled with IPv6 access, the AGN client can use IPv6 to connect to an IPv6-enabled AT&T-managed VPN Gateway. For example, if the local access is IPv6-only, and the user’s profiled VPN gateway is IPv6-attached, the AGN client will be able to make the VPN connection and the user will be able to reach IPv6-enabled VPN environment. Under the same circumstance, the AGN client can also make use of IPv6-attached auxiliary servers such as for software updates, access point database updates and FOCUS reporting, when these servers are profiled for the customer in Service Manager.

The AT&T Global Network Client interface is the same regardless of the service you are connecting with. The destination network icon will reflect whether your destination network is the Internet or your company’s private network.

When the app is ready to establish a VPN connection, the home screen will be arranged with a predominant, green “Connect” button displayed, as shown in Figure 12.

Figure 12: Ready to Establish VPN Connection





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When you tap the Connect button you will be prompted to enter the password for the credentials you set when you first installed the AT&T Global Network Client. The account and userid you specified will be shown for informational purposes, but can be changed if desired (See Figure 13).

Figure 13: Enter Credentials.

If you are using two factor authentication, such as SecurID, you will enter both the PIN and the token in the password field with no spaces in between. If you are using a software token, you will simply enter the passcode you are given.

Once you have entered your password, tap OK. The AT&T Global Network Client will attempt to authenticate you and establish your VPN connection. If you successfully connect, the AT&T Global Network Client will display an updated network graphic and will indicate that your VPN connection is established. A Disconnect button will be displayed which will allow you to disconnect when you are done using your VPN connection. Figure 14 shows the home screen as it appears during the authentication phase (left-hand panel) and after the connection has been successfully established (right-hand panel).





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Figure 14: Authenticating VPN and VPN Connected





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If your password is expired, you will receive an error, as shown in Figure 15. In order to change your password, tap the Change Password in the Settings in Navigation drawer.

Figure 15: Expired Password/Change Password

Enter your current password and your desired new password in the Change Password prompt that is displayed. The AT&T Global Network Client will then attempt to change your password with the authorization server. If the password is successfully changed you will receive a confirmation prompt as shown in Figure 16.





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Figure 16: Password Changed





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Mobile Device Management (MDM) Mobile Device Management gives Customer Account Administrators the ability to remotely lock, wipe, encrypt data, disconnect from VPN, set passwords, and configure a managed device. Depending on the MDM configuration set by the Customer Account Administrator, Device Admin must be activated to gain access to the VPN or Internet. If MDM is enabled by the Customer Account Administrator, you see a screen similar to Figure 20 when you try to connect. Activating the Device Admin mode will allow you to proceed with the connection. If you do not Activate Device Admin mode by tapping the Cancel button or pressing the back button, you will not be able to connect. If your Customer Account Administrator has required MDM for your account, they will be able to remotely execute any of the MDM commands on your device.

Figure 17: Device Admin Activation





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Auto Reconnect The Auto Reconnect feature offers a more seamless user experience by keeping you connected with minimal user interaction. The client will attempt to automatically connect or reconnect to the network whenever possible. Listed below are some use cases:

• You launch the client and your session token is not expired or you are using saved credentials. The client will automatically attempt to connect to the network without any user.

• You are traveling from one location to another. The client is running when you close your laptop while in transit. You re-open your laptop after arriving at your destination. The client will automatically reconnect.

• Network roaming. The client will automatically reconnect over another available WiFi network connection if the previous network connection is lost.

The Auto Reconnect feature is enabled by default for all users. If it is not enabled, your Administrator may have disabled this feature.

Auto Switch Wi-Fi

Auto Switch Wi-Fi is a sub feature of Auto Reconnect that switches network connectivity from a mobile network (wireless wan) to AT&T Wi-Fi hotspots. This allows users to conserve some mobile data usage and possibly provide a better network connection.

Figure 18: Auto Switch Prompt





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The Auto Reconnect feature must be enabled to use Auto Switch Wi-Fi. Auto Switch Wi-Fi is disabled by default therefore it must be enabled by your Administrator or through the user overrides within the AT&T Global Network Client.

By default, Auto Switch Wi-Fi will prompt you before switching your connection to Wi-Fi, to obtain confirmation that you would like to use Wi-Fi instead of your mobile connection. Your response can be saved for the day or a week.

The client can also be configured to automatically switch your network connection when an AT&T Wi-Fi hotspot is in range without prompting.

Auto-Reconnect Feature If configured by administrator, the Auto-Reconnect feature allows you to reconnect without any user interaction when you lose VPN connectivity. One of the cases might be moving from different hotspots. Also, you will not have to re-enter the password if the session token has not expired when you try to connect (if you are not configured to clear your session token on disconnect). Figure 22 shows no password field in the login dialog as auto-reconnect settings are enabled by the administrator.

Figure 22: Login Dialog Fragment





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Navigation Drawer Options The AT&T Global Network Client gives you several features that you can access via the navigation drawer. The menu items provide quick access to many of the AT&T Global Network Client’s commonly used features.

Figure 19: Navigation Bar

Tapping any one of the menu items should instantly activate the corresponding feature in the app and the screen should change to reflect that feature’s user interface. Details of these features are described in the following sections.

Wi-Fi Hotspot List

When you tap on Wi-Fi Hotspot List, you would receive a prompt (as shown in Figure 24) to download location data which would allow to find nearby hotspots and to show hotspots on map. The prompt would appears only if location data was not present on device. If the location data already present in the device, AT&T Global Network Client instantly activates Wi-Fi Hotspot List activity as shown in Figure 25.





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The Wi-Fi hotspot list is geographically sorted showing the hotspot that is closest to your current location. The number of locations returned is based on the hotspot range you entered in Wi-Fi Hotspot Range activity, you can navigate to this by taping overlay menu in Wi-Fi Hotspot List as shown in Figure 26. Error! Reference source not found. Figure 25 shows an example of the Nearby Hotspots display. In order to find nearby Wi-Fi hot spots you would need to have installed one or more of the location browsing regions in the Regions Manager which can be found in the Support activity.

Search

The AT&T Global Network Client provides the ability to search the global access point directory to find information about, and the location of, AT&T Wi-Fi and AT&T partner spots anywhere in the world. You can search on any hotspot information including venue name, city, region, country, and SSID by entering text in search input in Wi-Fi hotspot list activity, you would be shown search input by taping search icon in Wi-Fi Hotspot list activity as shown in Figure 27.

Figure 24: Hotspot Directory download prompt

Figure 20: Nearby Hotspots

Figure 26: Hotspot Range





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Figure 27: Search AT&T Hotspots

Broad searches may take some time to return the search results. In order to search for Wi-Fi hot spots you will need to have installed one or more of the location browsing regions in the Regions Manager which can be found in the Wi-Fi Hotspot Directory Settings activity (Please refer Wi-Fi Hotspot Directory Settings sections for details).

Maps

You also have the option of selecting a map based display of nearby hotspots. To bring up a map display you can tap map icon in in Wi-Fi Hotspot list activity as shown in Figure 25. In the blue pins in map indicate locations for AT&T Wi-Fi Hotspots while the green pins indicate the locations of AT&T partner hotspots. The purple pin shows your current location. If you need more or less detail you can tap the zoom icon, or use finger gestures, to zoom in or zoom out.





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Figure 28: Hotspots map Figure 29: Hotspot details

To bring up additional details on a particular hotspot you can tap on the pin. If you find that map detail is missing from your display, you may need to re-establish a cellular or Wi-Fi Internet connection to permit your device to download the necessary geographical data in order to render the map on the screen. The AT&T Global Network Client is designed to display details about the selected hotspot location, such as the address and the type of venue by taping hotspot item in Wi-Fi Hotspot list activity as shown in Figure 29.





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Settings

When you tap Settings in navigation drawer, AT&T Global Network Client would give you several options that you can select. Tap the particular option that you would like to use.

Figure 30: Settings

User Settings

Under the user settings group you can enter both your account and userid. If you are not sure of these values, check with your AT&T Account Administrator. You should only need to setup your account and userid once. Each time you connect you will be required to enter your password.





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Figure 31: Login Credentials

Change Password

If your password is expired when you attempt to connect, the AT&T Global Network Client should automatically prompt you to change your password. You can also use the Change Password option by tapping change password in the user settings group.





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Figure 32: Change Password





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Wi-Fi Hotspot Directory Settings

Tapping Wi-Fi Hotspot Directory Settings brings hotspot directory settings activity (see Figure 33) which provides various customization options for hotspot directory.

Figure 33: Wi-Fi Hotspot Directory

Wi-Fi Hotspot Directory Region

The Wi-Fi Hotspot Directory Region feature can be used to add and remove location browsing data for the various regions. This data needs to be installed if you wish to search for hot spots, show hot spots that are near to your current location, or to show hotspot locations on a map for a particular region. This data is not needed to make a connection if you are already within range of an AT&T Wi-Fi or an AT&T partner hot spot.

Select the regions which you would like to download, then tap the “Download Selected Database” button. The app will download and install the location browsing data for the regions you have selected. The app will also download the most current data needed to make connections to Wi-Fi hot spots at the same time.





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Figure 34: Wi-Fi Hotspot Directory Regions

If you would like to remove some of the installed location data, tap the trash can icon next to that region. You will be prompted to confirm that you would like to remove the data, and then the data will be removed.





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Update Wi-Fi Hotspot Directory

As the AT&T Wi-Fi hotspot footprint grows, the hotspot list is updated. The AT&T Global Network Client has been designed to check for updates every two weeks. If an updated list is available, a notification will be presented. Tap the notification to open the AT&T Global Network Client to the Hotspot Update activity. You can also dismiss the notification if you do not wish to update the hotspot list at that time.

Figure 35: Hotspot Update Notification





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If you wish to update the hotspot list without waiting for a notification, such as prior to travelling, tap Update Wi-Fi Hotspot Directory to update the list of hotspots stored in your device to the latest list available, as shown in Figure 36. If you are currently connected to a Wi-Fi Hotspot simply tap the Update Hotspot List button to begin downloading the Hotspot List. If you selected Use Wi-Fi- for downloads in the Hotspot Directory Option and you are not currently connected to a Wi-Fi Hotspot you will get a message stating that you need to be Wi-Fi connected to download the Hotspot List and you will not be able to tap the Update Hotspot List button. If you have not selected Use Wi-Fi for downloads in the Hotspot Directory Option and you are not currently connected to a Wi-Fi hotspot, you will be given a Caution that Cellular Service will be used for the download.

Figure 36: Update Hotspot List





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After tapping the Update Hotspot List button, you will be getting download progress popup.

Figure 37: Downloading a new Hotspot List

Use Wi-Fi for downloads

You can also choose to prevent the download of the hotspot directory unless you are connected via Wi-Fi. This option might be appealing if you have a limited data plan.

Other Settings

In other settings group user can customize Auto-Reconnect and Exit on disconnect options.

Auto-Reconnect Options

If your administrator has granted access, you can modify Auto Reconnect settings as shown in Figure 38.





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Figure 38: Auto Reconnect Options

Override Defaults – Selecting this checkbox allows you to use Auto Reconnect settings that are different than your administrator’s default settings.

Enable Auto-Reconnect – Enables/Disables the Auto Reconnect feature.

Enable Auto-Switch to Wi-Fi – Enables/Disables the Auto Switch Wi-Fi feature.

Prompt before switching to Wi-Fi – When this checkbox is enabled, you will be prompted before the client switches your network connection. This gives you the opportunity to selectively utilize the Auto Switch Wi-Fi feature. If disabled, the client will automatically switch to Wi-Fi when the hotspot is in range, without prompting you.

Time before switching (seconds) – Number of seconds the client should wait before switching to Wi-Fi when a hotspot has been detected. The purpose of this setting is to prevent the client from repeatedly prompting you if hotspots are coming in range, but only momentarily.

Minimum signal strength % (10-90) – Minimum hotspot signal strength required for the client to switch the connection from the mobile network to Wi-Fi.





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Help

FAQ

When the FAQ button is tapped it will take you to a page containing common Questions and Answers. You can scroll through the FAQs until you find the topic that you are interested in. When you are finished you can press the Back Key you will be returned to the Help activity. Found. Shows a portion of the FAQ that is available.

Figure 39: FAQ's





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Contact Support

If you cannot find the answers you are looking for in the FAQs, the Event Log or with your AT&T Account Administrator, you can also use the Contact Support feature. Tap Contact Support to find the contact information that applies to you. First you will select the country you are in (See Figure 40). Tapping the country will bring up a list of contact numbers. Select the category that applies to you. If your device has the ability to make cellular calls you will be asked if you want to call the Support Desk. You can tap Call to complete the call. If you selected the incorrect Support Desk you can tap the back key or “Don’t Call” to return to the Select a country for help desk activity.

Figure 40: Select a country for help desks





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Customer Support Tools

Customer Support Tools are used to gather information that is useful for AT&T customer support personnel to troubleshoot issues. Information is gathered using the features provided by Customer Support Tools such as Ping, DNS, and Traceroute then uploaded to AT&T customer support personnel. To get to Customer Support Tools, tap on Help menu in navigation drawer and then tap on Customer Support Tools see Figure 41 right.

Figure 41: Customer Support Tools





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Ping

Ping is a feature used to test whether a particular host is reachable from the mobile device. To Ping a host, first enter the hostname or IP address (IPv4 only) in the text field. After you have entered the required information, tap the Ping button. You will get a similar result as figure 42. You could stop Pinging by tapping the Stop button located under the text field.

Figure 42: Ping Result





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DNS

DNS is a feature used to resolve a hostname to an IP address (IPv4, IPv6). Similar to Ping, to do a DNS lookup, tap the DNS button after typing in a hostname or IP address. The results will be similar to Figure 43.

Figure 43: DNS Lookup Result

Traceroute

Traceroute is a feature for displaying the route and measuring transit delays. As with the other features, tap the Traceroute button after typing in a hostname or IP address. The results will be similar to Figure 44. You can stop Traceroute in the middle of the process by tapping the Stop button under the text field.





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Figure 44: Traceroute result

Upload

This feature is used to upload the results of the diagnostic tools (Ping, DNS and Traceroute) mentioned previously to an AT&T customer support personnel. To get to the Upload screen, tap the Upload button located on the bottom right of Customer Support Tools main screen. Figure 45 shows the screen that is displayed when tapping the Upload button. To upload, enter the required information (First Name, Last Name, Ticket Number) then press the Submit button. You will be notified of the result of the upload to AT&T customer support (“Upload was successful” or “Error uploading archive”).





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Figure 45: Upload Screen

Event Log

Tapping the Logs button in Customer Support Tools main screen will bring up your activity log. If you are experiencing connection problems and are working with the help desk, your support technician may ask you to send your device’s Event Log to facilitate problem resolution. To upload the event log to the technician with whom you are working, tap twice on the Event Log screen using two fingers. Options of how to send the log will appear on the screen see Figure 46 (right).





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Figure 46: Event Log and Send Options





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About

If you would like to find out what version of the AT&T Global Network Client for Android you are currently running or if you would like to review the License Agreement, Privacy policy, Use of3rd Party Software you can tap the About menu item in navigation drawer.

Figure 47: About





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Uninstalling the AT&T Global Network Client The AT&T Global Network Client is removed in Device Settings>Applications>Manage Applications. Tap AT&T Global Network Client to begin the uninstall process. You will be directed to the Application Info screen for the AT&T Global Network Client. Simply tap the Uninstall button to uninstall the AT&T Global Network Client application. Tap OK to continue the uninstall process or tap Cancel to exit. Figure 48 shows the uninstall process steps.

Figure 48: Uninstall Process





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If you are using the Motorola Atrix HD, when you are in the Application Info screen for the AT&T Global Network Client, you will see the screen in Error! Reference source not found.45 instead of the one shown in the previous figure. Simply tap the Uninstall updates button to uninstall the AT&T Global Network Client application. Tap OK to continue uninstall or tap Cancel to exit the uninstall process.

Figure 49: Motorola Atrix HD Uninstall Process

Android™ User’s Guide - AT&T · Tap the Google Play icon1 to bring up the Google Play Store...

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Transcript of Android™ User’s Guide - AT&T · Tap the Google Play icon1 to bring up the Google Play Store...