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Intel® Anti-Theft Service Provided by McAfee
Intel® Anti-Theft Service Provided by McAfee Locked Laptop Recovery Steps

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This article describes how to recover your laptop if it becomes locked and the password is unknown.

Intel® Anti-Theft Service will trigger a lock condition for three reasons.

  • No synchronization with the service before the Auto-lock timer is reached (most common)
  • Manually locked through web console option “Secure my device”
  • A tamper condition is triggered
Note Do not change the unlock passphrase until the laptop is unlocked and is able to synchronize with the service (Connected to the internet).

Preface: Laptop manufacturers use different terms for the same features. The terms used in this document may not be the same for every system and can be used interchangeably in some instances.

This list will try to encompass as many versions of the terms used on the different systems but will be instances where a term is used but not listed here.

Passcode = passphrase, password, unlock passcode, unlock password, unlock passphrase
Platform Recovery ID = Platform Recovery Token, Server Recovery Token

Note The Platform Recovery IDs can be implemented in many different formats and interfaces. The image below is an example of a secured laptop for the purpose of this document. Your experience may vary. If, after following these directions, you are unable to unlock the laptop with the Platform Recovery ID please contact support. Support options can be found here.

Click (+) or the section descriptions to expand the content:

Option - 1 Unlock Passcode is known

Option – 2 Unlock passcode is unknown and web management console credentials unknown.

Option – 3 Unlock Passcode is unknown but web management console is accessible.

Option - 4 Self-service recovery utilizing recovery token

Option – 5 Recovering a locked laptop without having access to the web console

Operating System:

Windows 7*, Windows 8*

This applies to:

Intel® Anti-Theft Service Provided by McAfee

Solution ID: CS-034161
Last Modified: 24-Aug-2015
Date Created: 25-Mar-2013
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