Question

When I first start my computer, it asks me for a password. I don't know the password. What can I do?

Answer

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The password is either a UEFI/BIOS password or a hard drive password.

Startup or UEFI/BIOS

The following may occur:

• ALERT: SYSTEM PROTECTION FAILURE error message displays.
• You are prompted for a password before the computer will do anything.
• You are prompted for a password when attempting to access the BIOS.

The computer can't be used at all until the password is supplied. It is possible someone has set a UEFI/BIOS password. It is unlikely for this situation to occur without manually setting a password. Obtain the UEFI/BIOS password if possible. There is no way to reset a UEFI/BIOS password except by an Authorized TOSHIBA Service Center. Even if the a UEFI/BIOS password was not set by anyone, the computer must be taken to a TOSHIBA service center to have the password reset.

CLICK HERE to locate an Authorized TOSHIBA Service Center.

Hard Drive

If the hard drive is password protected, there is no way to access the hard drive without the password. This means that the computer will be unable to boot. The hard drive can be replaced to continue use of the computer, but recovery media will be needed to reinstall the original contents of the computer and a current backup will be needed to restore all other programs and data.

Note: When setting the hard drive password, the user is prompted to store the password in a text file and save it to a removable media. If the user did save the password text file to a removable media, insert the media into another computer and open the text file to find out what the password is.