Tech support asking for Windows Password

[yolosnail]

Just to give a bit of back story...

So I've been having battery problems with my laptop (Windows saying the battery is not detected when running off battery power and Windows saying Plugged in - Not Charging). I had the battery and charge port replaced under warranty last week (the battery was only 12 months old as I had a battery issue last year), but the issue has came straight back. The HP Support Assistant tells me that the battery needs replacing again (with only 5 charge cycles), so I get back in touch with HP, and after going through all the usual stuff, the technician proceeded to ask me for the Windows password for the computer. I have a separate Admin account set up in Windows for when I send it in for repair (In the year and a half I've had the laptop it's been in for repair 5 times, and I know it's not the most secure thing, but it at least means they have to put effort in to snoop through my files), but this time I was told that they would need my Pin or Password to access my account and a separate admin account wouldn't be enough.

 

This seems a bit strange to me so I just refused and they didn't seem too pleased. It's the first time I've ever been asked for my Windows password when sending in a device for repair (with any OEM)

 

Is this normal practice and I've just never been asked before or is it unusual?

[yolosnail]

1 minute ago, ReggieGRS said:

You sure its the real HP you contacted? Looks shady to me. The fact they didn't seem to pleased is kinda of a giveaway. Idk anything about Laptop battery but if they really needed the password to do the job, instead of not being pleased with your refusal of giving the password, they would instead offer facts on why the password would be needed for it. Which by what you described, they didn't.

It was through the preinstalled HP Support Assistant app, which is how I've always contacted them, so I have no reason to believe they weren't genuine

[Enderman]

Have you tried clean installing windows to fix the battery issue?

[Razor Blade]

I think you were right to be skeptical. Though I don't know the specifics, I would be as bold as to state that your password was likely not a requirement for the completion of the requested repair.

 

Unless it is a shared account or some very rare case like data recovery, there is never a good reason to give someone your password.

 

So many people are too lax with security when it comes to someone helping them with a computer problem. I can't tell you how many people just tell me their password to a computer, phone, or other device. I always tell them the same thing and also encourage them to change their password once I get done repairing their device. How many do? Probably none...but I like to think I've done my due diligence I guess...

[Kisai]

You might want to check if the battery is in fact in a bad state.

launch powershell in admin mode somewhere it can write a html file:

powercfg /batteryreport

 

You'll see two values:

Design Capacity

and

Full Charge Capacity

 

If the full charge capacity is less than 20% of the Design capacity, the battery is bad and tell HP to replace it again.

 

Another possibility is that the tech damaged the battery when the closed the laptop. That would be my thought anyway.

 

If HP wants the admin password, they probably intended to run something like above.

 

[LogicalDrm]

I have cleaned all personal files off laptop everytime I sent it to repair. Same with my phone (logged out Google accounts). Considering you need to login to laptop/phone in order to fly US, I'm not really surprised. But I would also ask whatfor they need it.

[VxZ]

Best bet I see (in case he doesn't send it back):

 

Tell him you will come to his location to see him repairing the laptop and enter the password (if that considered a thing) if he refused to tell you his location that will be another giveaway

 

If you managed to meet him IRL, just take the laptop and walk away  (if proven he is shady or not real customer support)

 

This maybe a bad solution but the only thing I came up with

[NightOwlDelta]

9 hours ago, James Evens said:

Didn't you send it in with a wiped hard drive? Otherwise tell them they can wipe it so you don't need to give them access to your data.

If the support team wanted to actually gain access to the data, they only have to use a Linux distribution and mount the drive. That is when the drive isn't encrypted with Bitlocker. Besides, if they wanted to have information for diagnosing, they could use some sort of self-made tool or check the BIOS for that matter of diagnostics. 

 

That reminds me... Most (if not all) recent HP systems have built-in diagnostic tools. They don't need to gain access to the operating system at all. If this were to be a OS issue, then that would technically be Microsoft's problem or HP's if it's their software or drivers being acting bad. 

[Mihle]

From what I have been told from other people, in my country if you send your phone or laptop or whatever in to support, and they need to access some software at all, it's common practice to just wipe it/factory resets it without even asking about it or anything.

 

(They do usually say you should back it up when you send it in tho)