Norton Anti Theft Locked Device, Unable to Unlock Device

Good Day,

 

I activated norton Anti Theft as part of my Norton One product on 1 Laptop and 1 Android device. Everything worked fine for sometime, then suddenly today my Laptop shows a message that says: Intel Anti Theft System Lock Due to: Disable Timer Expired, Unlock options require User Password (Which the System doesn't accept) and Server Token Password or WWAN SMS Unlock. I contacted Norton Support and they instructed me to post the problem here.

 

The BIOS message shows also a platform id and Intel Anti-Theft Service Provider ID.

 

Please help.

 

Thank you

Good Day,

 

I activated norton Anti Theft as part of my Norton One product on 1 Laptop and 1 Android device. Everything worked fine for sometime, then suddenly today my Laptop shows a message that says: Intel Anti Theft System Lock Due to: Disable Timer Expired, Unlock options require User Password (Which the System doesn't accept) and Server Token Password or WWAN SMS Unlock. I contacted Norton Support and they instructed me to post the problem here.

 

The BIOS message shows also a platform id and Intel Anti-Theft Service Provider ID.

 

Please help.

 

Thank you

Hi Shady_Mokhtar,

                                    We express our sincere concerns that you had to face the issue. To help you further and trouble shoot, I will need some more details from your side. Could you please personal message me some of the details.

 

Please check your personal message.

 

Thanks.

Aditya

Update on this thread..

 

Worked with Shady_Mokhtar via PM. We were able to retrieve the Intel lock password from Norton Anti-Theft server and successfully unlock the laptop.

 

Thanks,

Triji

I really thank you trijimon_p_r and Aditya_jamwal for the sincere effort in supporting me with this issue. I actually recieved better support than the Symantec tier 2 support that called me for 2 hours and couldn’t solve the problem after all.
I really appreciate it.

hi trijimon,

 

I wonder if u can help me too solving the same problem as shady has.

 

 

For your information, I am using hp envy spectre XT but im not sure where 

the product was manufactured(probably in China).

 

I hope u can assist me to solve this problem because I need the laptop to do my work.

 

Thank you in advance.

Hi basyier,

 

As discussed over PM, the Intel Anti-theft service provider id that shows up on the lock screen - 2000 is not Norton's id. Please contact your PC manufacturer/vendor for the details on the service provider.

 

Note - I found this link that suggests that 2000 could be absolute software.

 

 

Thanks,

Triji

Thx!

Im having the same problem with norton anti theft disable timer expired on my laptop. The norton teir 2 techs dont have a clue how to fox the problem. I need to get to work and norton is preventing that.

Hi, I'm currently having the same problem on my laptop (Asus Zenbook); At booting (option number 1), Anti-theft refuses the password that I set. I'm sure it's correct (I checked if the password I entered is the same than the one displayed in the admin web panel, and I tried with different usb keyboards to be sure). I'm sure the problem comes from Norton's software because the same password worked with McAfee Anti-Theft that I tried few months before, which make apprear the same Intel boot screen, but accepts this password. And there is this mysterious second option which is called "server token" left, idk if it's usefull to reset smth..

I contacted the support team, who asked me to post the problem on this topic. 
I need my laptop for work, and it's been 2 weeks I can't use it..

 

thank you for any answers..

Hi dero88,

 

Could you please provide your Norton Account email id via PM? Also please upload a screenshot of the lock screen that is showing up on your PC.

 

Thanks,

Triji

https://frz.be/tsnat1

https://frz.be/tsnat2

https://frz.be/tsnat3

I have the same problem, PLEASE HELP.

 

 Intel Anti Theft System Lock Due to: Disable Timer Expired, Unlock options require User Password (Which the System doesn't accept)

 

 

I have all my invoices, original box, everything.

Hi paunescu,

 

From the snapshots of the lock screen that you sent via PM, I can see that the Antitheft service provider that you are using is McAfee not Norton. Please contact McAfee support to retrieve your lock password/recovery token.

 

Thanks,

Triji

I am experiencing the same problem, please help. Unable to post accepble attachment to show pic of page. Bottom of page says, "Unlock with Norton Anti-Theft. Then there is an address that redirects me to purchase. Platform ID: 00000156 Intel Anti-Theft service provider ID:15000 Please help. I have been on the phone for two days now with Norton One support who sent me to virus team before sending me to IBM before wanting tosend me to Intel. I keep referring them to you here but to no avail. Please, please help me...

HELP. I just purchased Norton 360 (By Symantec, Our ultimate protection for you and your PC) at walmart And when I put it into my computer it says it is not activated because of the Anti-theft lock that they scan during purchase. But the thing is, I misplaced my recipt, so I called two near walmarts and they basically said I can do nothing about it without a recipt because they think I STOLE it and I explained that I can verify the guy that checked us out and scanned the item and had to verify his associate code to purchase it. How do I go about this ???!!

HELP. I just purchased Norton 360 (By Symantec, Our ultimate protection for you and your PC) at walmart And when I put it into my computer it says it is not activated because of the Anti-theft lock that they scan during purchase. But the thing is, I misplaced my recipt, so I called two near walmarts and they basically said I can do nothing about it without a receipt because of it being so much ($80.00) it’s a slight issue and because they think I STOLE it and I explained that I can verify the guy that checked us out and scanned the item and had to verify his associate code to purchase it. How do I go about this ???!! This is my first computer and first time using norton 360.

Please help. Thank you.

Update to my previous request for help which still desperately need. After logging into the sight address on the lock out screen (from smart phone) and checking devices I see my laptop has not been in communications with the anti theft server for over a year and there is no option to unlock, only to lock. Of course all in its current state there aren’t any services stared so there would be anyway to unlock it other than local input which is of course why I’m here requesting a password or server generated token. Please help me or my case manager who does not seem to grasp what you are doing here to resolve the problem. If you PM me I can provide you the case # if she has not already done so. Thank you in advance for your help. -j