Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

Returning Laptop for Repair with Personal Info


  • Please log in to reply
4 replies to this topic

#1 Justa

Justa

  • Members
  • 222 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Texas
  • Local time:11:58 AM

Posted 26 December 2013 - 12:36 PM

Hello, I own a HP ENVY Touchsmart m7 Notebook PC m7-010dx.  It has a generation quad core i7-4700MQ, 1TB hard drive running 16 GB of memory and Windows 8.1.  It was purchased in early Sept and is still on factory warranty.

I began to notice peculiar behavior a couple of weeks ago, like Acronis 2014 backups that had run fine before stopping in the middle of the backup sometimes.  Two nights ago I went to shut the machine for the evening as normal but a blue screen appeared indicating the computer was performing some task.  I think it indicated update in process so I thought Microsoft might have released an early patch or HP was running an update on the machine.  After a good night’s rest the screen hadn’t changed and I noticed the light indicating hard drive read/write was not flashing so I shut the machine down.  Since the power button and trying all the function keys did nothing I pulled the battery.  From this point the power button light worked properly but the machine is totally unresponsive.  It does not seem to even initiate the boot process from the HD or a CD.

Calling HP, they were extremely professional, had me do some tests then indicated the machine needs to go to their Service Center for repair which I totally agree with.  I am thinking that it could be a hard drive crash or other serious problem.

I now need your help and opinion on returning a machine to the factory with the hard drive full of all kinds of personal information.  Are factory service centers trustworthy enough to return a laptop with the hard drive full of all sorts of data?  Or should I try to pull the hard drive and find some way to wipe all my user content first?  If so how do I accomplish this?

 

Another thought is that if don’t give provide my Microsoft account login could they repair the machine on an Admin account and not be able to see my files & data?

Thanks!

 



BC AdBot (Login to Remove)

 


#2 Kilroy

Kilroy

  • BC Advisor
  • 3,374 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Launderdale, MN
  • Local time:11:58 AM

Posted 26 December 2013 - 12:55 PM

Before you send it in try this.

  1. Remove AC power
  2. Remove the battery
  3. Hold the power button down for at least 10 seconds
  4. Install the battery
  5. Reconnect to AC power
  6. Turn the laptop on

Please post if that fixes your problem


Edited by RKilroy, 26 December 2013 - 12:55 PM.


#3 Justa

Justa
  • Topic Starter

  • Members
  • 222 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Texas
  • Local time:11:58 AM

Posted 26 December 2013 - 01:57 PM

Thanks,

Great idea as it was one of the first things HP had me try, no luck however.



#4 Kilroy

Kilroy

  • BC Advisor
  • 3,374 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Launderdale, MN
  • Local time:11:58 AM

Posted 26 December 2013 - 02:30 PM

Okay, just needed to check that first as it is a common issue with HP laptops.

 

Back to your personal information.  I've worked for companies that have handled it different ways.  Some would not send the drive, others would.  Unless you have things like child porn on the machine or other data that might get you in trouble you should feel safe in sending it to the depot.  These people work on so many machines they don't have the time to go through your data.  That's not to say that you couldn't run into the one rogue tech who copies everything he can.

 

If they ship you a box it will come with instructions on what to send.  I will tell you that if you do send the hard drive they will not back it up before they reload the machine or replace the drive.

 

To get your data off you would need an adapter, like this one that will allow you to connect the drive via USB to another machine.

 

As for providing your Microsoft password just change the password before you send it and change it back when they return it.



#5 Justa

Justa
  • Topic Starter

  • Members
  • 222 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Texas
  • Local time:11:58 AM

Posted 26 December 2013 - 06:39 PM

RKilroy,

 

Thanks for sharing your knowledge of the risks of returning a hard drive with a notebook that is pretty much dead right now.  I am especially paranoid right now as I found one of my credit cards had two small fradulent charges on them but the bad guys were in the process of setting up recurring charges of much more money in hopes I would not catch it.  Luck would have it I checked all my banks accounts the next day and found the charges and immediately took action and stopped them cold in their tracks.

 

I will just lighten up a little bit and trust them (HP has always been good and fair with me over many years).  I'll monitor charges closely and as you suggested change my Microsoft account password when they are finished.

 

Thanks also for the link of a device which looks like I could remove the drive, install it in an adapter and use it like an external drive in the USB port on another machine.

 

Hope you can enjoy the holiday season.  Thanks again for your time and effort.






0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users