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5-2 Reference Information Service Manual
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.