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
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
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.
If the passphrase is unknown but access to the web console is available, follow these steps.
Access to a second PC with internet access
The locked laptop
Every laptop manufacturer’s lock screen is different. Typically the first option is Enter Passcode and the second option is for using a recovery token or recovery passcode.
On a second PC log into your McAfee Account at https://home.mcafee.com/secure/protected/login.aspx
Select your laptop from the list
Access the web console
To the top-right of the security details section select Help
Enter the Recovery ID from locked laptop. See example in <Requirements Section>
On the locked laptop select option 2 for entering the temporary recovery code.
Enter the temporary recovery code supplied by the web console and press enter.
Check to make sure Intel Anti-Theft Service is able to synchronize with the servers. This is important because if the Intel Anti-Theft Service is unable to synchronize with the servers the laptop will lock again based on current policy (every 7 days).
Once the laptop has booted to the operating system and you are logged in, access Intel Anti-Theft for a status check.
Three options for accessing the application: System Tray Icon, Desktop Icon and Start Menu Icon.
System Tray Icon- From the desktop, right click the System Tray Icon (bottom right hand corner for default Windows install) for Intel Anti-Theft and select Open Intel Anti-Theft Service.
Check to make sure that the Intel Anti-Theft Service has synchronized in the last few minutes based on how long it has been since your logged into your desktop.
If the service has synchronized recently proceed to step 9. If the laptop has not synchronized recently then this is an indication of a problem that should be address with the help of an Intel technical support agent. Support options can be found here.
Now the unlock passcode can be updated through the web console.
Click on Settings once logged into the web console.
Locate the Anti-Theft password section at the bottom of the page and enter your new unlock password. It must be 8 numeric characters only (0-9) i.e. 21436587.
Allow 15 minutes for a synchronization to occur which will update Intel Anti-Theft Service on the laptop with the new password. Optionally, a manual synchronization can be forced through the application accessed from the system tray (see step 8).
If the credentials for the web console are not available, including the answers to the secret questions, contacting technical support directly is the only option for unlocking the laptop. Proof of ownership is required for this process. For example, a copy of the receipt for purchase of the laptop would be proof of ownership.