5 Replies Latest reply on Feb 19, 2013 4:21 PM by Ulisses Cavalcante

    Anti-Theft Technology Service - Problems Unresolved by tech support

    briboynyc@gmail.com

      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:

      1. what caused this to happen in the first place? 
      2. How do I prevent this from happening in the future? 
      3. What is a server based suspend token?
      4. What is a platform recovery ID?

       

      Can someone please help me?

        • 1. Re: Anti-Theft Technology Service - Problems Unresolved by tech support
          JohnS

          To answer 3 of your 4 questions:

           

           

          1. What caused this to happen in the first place?

          I don't know why your system would have been set to "lock" in the first place. I do know what can cause your system to boot up to the black screen each time before continuing on to the Windows* OS.

           

          There are two things that can cause this. The first one is rare and should really never be attempted. If you go into the BIOS and change the setting for "BIOS to Suspend=yes", then your system will behave the way you are describing every time you boot up your machine. The second one is much more common, but is a user controlled feature and not one that likely happened all by itself. If you log into your Intel Anti-Theft Service account to manage the settings and change the system/service status to ‘Suspend’, then you will see the system behaving as you describe.

           

          When the system/service is set to "suspend," your system will boot up to a black, BIOS looking sort of screen. On that black screen you will be prompted with the question of whether to "...remain in Suspend mode – Yes or No?" If you answer ‘No,’ you will be prompted for the ‘Token’ message. The Intel Anti-Theft Service does not support "Server Tokens." If you answer "Yes" at the prompt to remain in Suspend mode, then the system will continue with the boot process and load the OS. The User Guide talks about Suspend feature in Chapter 7.

           

          2. How do I prevent this from happening in the future? 

          If you are asking about the Suspend behavior (how to prevent), then you need to cancel the "Suspend" by logging in to manage your Intel Anti-Theft Service account. The User Guide talks about Suspend feature in Chapter 7. If you are referring to the "Lock" that occurred to prompt you to Suspend the service, I am not sure why this happened yet. We are still researching that and may need to gather more information in order to figure that out.

           

          3. What is a server based suspend token?

          The server based suspend token is not a feature that is supported by the Intel Anti-Theft Service.

           

           

          Regards,

          John S.

          • 2. Re: Anti-Theft Technology Service - Problems Unresolved by tech support
            briboynyc@gmail.com

            Unfortunately my question 2 was how to prevent the service from self locking.  I put my account into suspend mode because it self locked by itself and I couldn't unlock it.

             

            And point 3 is what concerns me.  How can it ask for a server based suspend token if this isn't a feature supported by intel Anti-Theft?  Don't you think that's a concern that a feature that isn't supported or part of the consumer version of your service got prompted to "call IT" with my error code to get a server based suspend token.  Obviously this is a message thats part of your service, maybe at the enterprise level, but how did I get it on my end?

            • 3. Re: Anti-Theft Technology Service - Problems Unresolved by tech support
              JohnS

              To make a long story short, the "server token" option is not used by the Intel Anti-Theft Service. This server token option should be disregarded for Intel Anti-Theft Service customers, and Intel should probably have this fact better explained in the product user guide.

               

              The longer story is that the Intel Anti-Theft Service is just one of many ISV versions of a software application and service that takes advantage of Intel Anti-Theft Tecnology (computer hardware, firmware, and a backend servers/service). Intel Anti-Theft Technology (Intel AT) is the underlying technology that makes it all work. The server token message or option comes from the underlying "technology," not the specific "software/service." The server token capability of the Intel Anti-Theft Technology (Intel AT) may or may not be used by each implementatin of an ISV's anti-theft product. The Intel Anti-Theft Service is but one ISV implemenation of an anti-theft service type of product. There are other products based upon the technology (Intel AT) from other ISVs, such as Absolute Software*, Norton*, McAfee*, PGP* ond others. So, the message you see in the suspend/lock screen as an Intel Anti-Theft Service customer looks the same as the message seen by any other ISV product customer. I realize it doesn't apply to you for the product you have, but for a customer with a product that has a server token, they can enter a server token on that screen to continue. All you can do on that screen if locked out is to enter your unlock code, and if suspended you have to continue to suspend ...in order to boot all the way into the operating system. If your original problem was truly a lock and not a suspend, you would never have been able to get into Windows* without entering your unlock code (which is an 8 digit number that you set up when you created your account). If the apparent lock was a suspend, you might have tried the server token but still managed to get into Windows* eventually. As I understand it, you only have three tries to enter a server token, and if the server token is not entered correctly, it will not take the action a server token would allow you to do (in a sense is the same behavior as if you selected "yes" to continue to suspend).

               

              Thanks,

              John S. 

              • 4. Re: Anti-Theft Technology Service - Problems Unresolved by tech support
                Althamas

                I get same error..

                 

                IMG_20121126_183057.jpg

                 

                I have contacted the Absolute software for this but they inform that its not from their side. Here I can log into windows but I am not able to go to BIOS settings.

                • 5. Re: Anti-Theft Technology Service - Problems Unresolved by tech support
                  Ulisses Cavalcante

                  The first one is rare and should really never be attempted. If you go into the BIOS and change the setting for "BIOS to Suspend=yes", then your system will behave the way you are describing every time you boot up your machine.


                  I have the same problem but i think i activate this in BIOS and i dont know how to disable this please help me.