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5
Reference Information
This chapter includes the following reference information:
• Password removal policy.
• Display quality statement.
Password Removal Policy
If the user forgets the system password, the user calls Technical Support to determine the proper
removal procedure. The user must provide proof of ownership, and the notebook must be operated
during the procedure.
The password removal procedure is protected as HP Company Private information. There are a
restricted number of locations that can perform password removal. It might not be disclosed or
distributed outside those locations.
Password removal is strictly controlled. Hewlett-Packard and authorized support providers must
ensure with written evidence that the notebook being “cleansed” is actually in the possession of the
notebook’s actual and current owner. This requires a sales receipt showing the notebook serial
number and owner’s name, or a written statement from the owner attesting that he or she is the owner
of the notebook. The statement can be a fax copy of the document. The fact that the notebook is in the
hands of an HP representative on behalf of the customer is not evidence of ownership. In addition, HP
will not remove the password of a notebook for any non-owner, even if it is requested by law
enforcement agencies. If you receive such a request, you should notify management and HP Corporate
Legal immediately. (These requests might require a court order prior to our participation.)
Further, the entity removing the password must log the name, serial number and date of the removal,
and file the written backup with the log. The log and backup are subject to standard record retention
process and review.
The final issue relating to removal of passwords is that HP cannot provide information to users that
would assist them in improperly removing a password and opening a notebook.
Service Manual Reference Information 5-1