I recently installed the Intel Antitheft software on my Samsung Series 9 laptop and started subscription based service. I activated Intel AT in the bios and configured everything according to the instructions. I've setup my laptop to suspend after the default 21 days after not syncing with the Intel Servers. A few days after starting my subscription I rebooted my machine and it got suspended and took me to a "DOS" screen and it said something like this:
User has requested to enter AT suspend
mode. Refer to the following platform recovery ID to IT.
Enter "server based suspend token"
Unfortunately I didn't write down the complete/exact message but it listed a whole bunch of numbers (Recovery ID) and said to call IT. No where on this screen did it ask for or prompt for a password. So immediately I called IT AntiTheft support and spoke to someone in a call center overseas. I explained what the problem was and he asked if I was able to type anything at the prompt. I typed random letters and it allowed me, but this caused the first failed attempt. Then the technician said to type in my email address. This caused the second failed attempt. He then said type in my "analog password". I asked what an analog password was as I was unfamiliar with that term. He explained this was the password you used when you first got your computer. I then asked is this my windows password. He said no. I asked is this a BIOS password and he said no. Finally I figured out, on my own, this was the recovery password I created when I setup the anti-theft service. This is my first problem is communication between end users and tech support is they're unclear at explaining the resolution and they dont comprehend what is being asked. I get they're probably trained to repeat all questions being asked, which they do, but they truly don't comprehend the problem.
Well my recovery password didn't work either which caused my machine to then lock. No knowing what to do I rebooted my machine and miraculously it booted into windows. Crisis averted. I asked to speak to a senior technician (aka tier 2 or tier 3) and was told there is no way to transfer me and someone would have to call back. The next available appointment would be 18 hours. Are you kidding me? 18 hours for a call back on a locked computer. Very disappointing. Then I wait for my 2 hour call back window the next day and no one calls. I then call and was told because I have callerID anonymous call block on my landline they couldn't get through to me. Are you serious? You can't unblock your phone number? Really? So after I call back after my 2 hour window expired I asked to talk to a senior technician...and guess what they transferred me. The previous day they said there was no way to transfer me to a senior technician but today they could. Well I spoke to someone and he said give me 20 minutes to review this and I will call back. Well guess what...I never received the callback even though I disabled my anonymous callerID block.
Enough of my ranting and complaining about the bad support from intel. I wrote the above because I'm hoping someone is monitoring this forum and can address the poor tech support issue. Below are the answers that I'm trying to get and even though I've called numerous times over the past week to get an answer no one has been able to help me.
What I want to know is:
- what caused this to happen in the first place?
- How do I prevent this from happening in the future?
- What is a server based suspend token?
- What is a platform recovery ID?
Can someone please help me?