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.
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If the credentials for the web console are not available (e-mail 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 here.