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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
Note The images below are 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.
Unlock passcode in known
Simply enter the 8 digit numeric only passcode configured during setup. Select the first option to enter passcode/password/passphrase (for most laptop vendors).
If the correct password is entered accurately the laptop will continue to boot normally into BIOS and then the operating system.
Unlock passcode is unknown, but web console credentials are known
If the unlock passcode is unknown but access to the web console is available, follow these steps.
On a second PC log into your IATS Account information at http://atservice.intel.com
In the top right-hand corner make sure the correct device is displayed from the device list.
In the top corner click the Retrieve next to Unlock Password
Confirm that you want the unlock passcode sent to the email address registered for this account.
Use the password received in email to unlock the laptop by selecting 1 and entering the unlock password. (8 digit numeric characters only)
Unlock passcode and web credentials are unknown
If the credentials for the web console are not available (email and password), including the answers to the secret questions (setup during install), contacting technical support directly is the only option for unlocking the laptop. Proof of ownership is required for this process. i.e. copy of the receipt for purchase of the laptop. Support options can be found
This applies to: