You are now being connected to an agent. Thank you for using Dell Chat
Connected with Gurmeet_219258
Welcome to Dell Technical Chat! May name is Gurmeet. How may I assist you?
00:49:08 Xxxx Xxxxxx
00:50:12 Xxxx Xxxxxx
Sean, you are connected with Dell Technical Chat, my name is Gurmeet. How may I assist you?
00:51:20 Xxxx Xxxxxx
How are you?
I am good! Thank you for asking.
00:52:09 Xxxx Xxxxxx
Your Welcome. I have a quick question regarding a PC my mother gave me for my birthday.
I'll be happy to attend the issue and provide you the relevant assistance.
00:53:44 Xxxx Xxxxxx
My dad kinda messed up BIOS access and set an HDD password which we were able to figure out, But I feel that he has tinkered with the BIOS and set a password there as well. He doesn't remember setting a BIOS password. I had to explain to him that HDD and BIOS passwords were two separate areas pf PC access.
00:54:05 Xxxx Xxxxxx
IS there a way to recover the BIOS passowrd aside from tearing the laptop open and jtagging the BIOS?
00:55:47 Xxxx Xxxxxx
The PC still has 70 Days of warranty left, and I'm determining what to do wit the computer. This largely depends on if I can access the BIOS. I have a feeling he set some APCI features too low and the pc falls asleep WAY too soon.
00:55:55 Xxxx Xxxxxx
If I cant fix it the PC is useless to us.
We apologize for all the inconvenience being caused.
Sean, we've the option to provide you the BIOS password. We'll try if that helps to resolve the issue.
00:56:49 Xxxx Xxxxxx
That would be great. I appreciate any assistance you can give.
However, before we proceed I'd like to inform that this computer shows to be registered on name of retailer.
Let's register the computer on your name.
Please provide your complete first and last name, billing address(including the name of city, state and zip code), phone number and date of purchase.
00:58:41 Xxxx Xxxxxx
Okay. As I said My mom and Dad bought it about November'ish of last year. My Name and address is: Xxxx Xxxxxx , Somewhere, IN, nnnnn
May we put the date of purchase a 11/30/2011?
00:59:48 Xxxx Xxxxxx
Their address to assist you with confirmation is Somewhere, Indiana, nnnnn
01:00:00 Xxxx Xxxxxx
That would be fine.
Xxxx, I've your phone number on the record as nnn-nnn-nnnn.
01:00:31 Xxxx Xxxxxx
Is there any alternate phone number that you'd like to provide?
01:00:50 Xxxx Xxxxxx
None at this time.
May I know the best time to reach you, along with your time zone?
In case a follow up is required for the ongoing issue?
01:02:22 Xxxx Xxxxxx
Anytime is fine. Indiana (East) or US & Canada Adjust for DST.
Would it be fine to contact you between 4 PM and 7 PM EST?
01:03:27 Xxxx Xxxxxx
It wont be an ongoing issue. If it is not rescuable tonight I will gut the pc and fix it manually.
01:03:32 Xxxx Xxxxxx
Thank you for providing the contact details.
Sean, do you have the computer nearby?
01:04:43 Xxxx Xxxxxx
Yes, The unlock Key hint number is F6E624D9
01:06:09 Xxxx Xxxxxx
I've done this a few times before as I am in the Custom PC business myself, I just don't normally work on laptops. Been in the firld for 17+ years.
01:06:29 Xxxx Xxxxxx
firld = field.
01:06:55 Xxxx Xxxxxx
Started when the Pentium 50 first hit the market.
01:07:10 Xxxx Xxxxxx
Whew just typing that kicked up some dust.
Sean, I'll provide you the password. Please enter the provided password. After you enter the password, please press the 'Ctrl' + 'Enter' key combination to submit the password.
01:07:22 Xxxx Xxxxxx
My first PC was a C=64
01:08:19 Xxxx Xxxxxx
01:08:28 Xxxx Xxxxxx
01:08:47 Xxxx Xxxxxx
Please allow me 1-2 minutes while I provide the next password.
01:09:29 Xxxx Xxxxxx
01:10:20 Xxxx Xxxxxx
Does it matter wether I use left or right ctrl?
Sean, we'll pull the system to depot as it has the return to depot warranty for further resolution.
01:10:34 Xxxx Xxxxxx
I know on some laptops it does.
A team of technicians will work on your system and will replace the required parts to make sure that the system is working fine before sending it back to you.
01:10:59 Xxxx Xxxxxx
No thank you.
01:11:24 Xxxx Xxxxxx
I will be very buzy on travel in the winter and will be leaving in a few days, I cannot wait.
01:11:36 Xxxx Xxxxxx
we can continue with the password recovery.
01:12:15 Xxxx Xxxxxx
So what is the next passowrd.
We value your time, please allow me 2-3 minutes while I pull the next password.
01:12:38 Xxxx Xxxxxx
01:12:59 Xxxx Xxxxxx
I have plenty tonight and tomorrow, after that I will be VERY buzy
Thank you for staying online, I appreciate your patience.
01:14:07 Xxxx Xxxxxx
Nota problem, dont rush, take your time, I'll go get a can of soda.
Sean, it would not matter if you press any 'Ctrl' key.
01:14:30 Xxxx Xxxxxx
01:14:43 Xxxx Xxxxxx
got my drink too, fridge is only a few steps away from desk.
01:15:15 Xxxx Xxxxxx
n "zero" cz?
01:16:05 Xxxx Xxxxxx
Okay, Next password.
01:16:16 Xxxx Xxxxxx
I know theres three
01:16:28 Xxxx Xxxxxx
then it generates another hash and then the passowrd override.
01:16:47 Xxxx Xxxxxx
Or something of that nature.
Please use the next password.
01:16:55 Xxxx Xxxxxx
01:17:46 Xxxx Xxxxxx
Please allow me another 2-3 minutes, may I place the session on hold?
01:19:32 Xxxx Xxxxxx
01:19:37 Xxxx Xxxxxx
Take your time, no rush
01:19:51 Xxxx Xxxxxx
Should I restart the PC in the meantime?
01:20:00 Xxxx Xxxxxx
This is the step where it locks
Thank you for staying online, I appreciate your patience.
01:20:50 Xxxx Xxxxxx
No problem. Take a drink yourself or whatever you need to do, Should I restart the laptop while I wait?
Sean, I tried to get more password, however, the next best option is to replace the motherboard. I understand that you'd not be able to wait for such long so that the computer is repaired at depot.
We've the option to arrange a technician visit. The motherboard will be replaced without charge, however, the cost for technician visit will be $39.
01:23:06 Xxxx Xxxxxx
Wish I had the time and money. I appreciate what you were able to do to this point.
We recommend you to extend the warranty before it expires. Would you like me to provide the pricing details?
01:24:33 Xxxx Xxxxxx
No thank you. I'll probably have to open the laptop up, take out the CMOS battery and short the BIOS password jumpers manually. But ahin Thank YOu.
Is there anything else regarding your Dell system that you need help with?
01:24:46 Xxxx Xxxxxx
We can try the reset again if you like
01:25:12 Xxxx Xxxxxx
But aside from that I have no cash and will be away, so no time to wait.
We apologize, the set of password did not work.
Are you satisfied with the level of service provided to you on this interaction?
01:26:57 Xxxx Xxxxxx
I am satisfied with your professional courtesy and time, However we were not able to resolve the issue at hand. But that is not a big issue, it will be quicker for me to open the laptop and fix it manually. I won't have to pay for a technician or wait for it to return.
The reference number for today's interaction is nnnnnnnnn
In future you may also log onto our support website www.dell.com/support (file://www.dell.com/support) for guidelines and basic troubleshooting steps on common issues.
Thank you for choosing Dell. We appreciate your business.
Gurmeet_219258 has left this session!
The session has ended!--
As long as superstition prevails, we will fall short of eradicating war, poverty, and hunger. -J. Fresco