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zt1100/xz200 and xt1500 Series Reference Information 57
Troubleshooting and Self-Repair Guide
Reference Information
This section includes information on HP’s password removal policy, and on notebook display quality.
Password Removal Policy
If the user forgets the system password, the user calls HP Customer Care to determine the proper
password removal procedure. The user must provide proof of ownership, and the notebook must be
operated during the procedure.
The password removal procedure is protected as HP Company Private information. There are a
restricted number of locations that can perform password removal. The procedure may not be
disclosed or distributed outside those locations.
Password removal is strictly controlled. Hewlett-Packard and authorized support providers must
ensure with written evidence that the notebook being “cleansed” is actually in the possession of the
notebook’s actual and current owner. This requires a sales receipt showing the notebook serial number
and owner’s name, or a written statement from the owner attesting that he or she is the owner of the
notebook. The statement can be a fax copy of the document. The fact that the notebook is in the hands
of an HP representative on behalf of the customer is not evidence of ownership. In addition, HP will
not remove the password of a notebook for any non-owner, even if it is requested by law enforcement
agencies. If you receive such a request, you should notify management and HP Corporate Legal
immediately. (These requests may require a court order prior to our participation.)
Further, the entity removing the password must log the name, serial number, and date of the removal,
and file the written backup with the log. The log and backup are subject to standard record retention
process and review.
The final issue relating to removal of passwords is that HP cannot provide information to users that
would assist them in improperly removing a password and opening a notebook.
Hewlett-Packard Display Quality Statement
TFT display manufacturing is a highly precise but imperfect technology, and manufacturers cannot
produce large displays that are cosmetically perfect. Most, if not all, TFT displays exhibit some level
of cosmetic imperfection. These cosmetic imperfections may be visible to the customer under varying
display conditions, and can appear as bright, dim, or dark spots. This issue is common across all
vendors supplying TFT displays in their products and is not specific to the HP notebook display.
HP notebook TFT displays meet or exceed all HP standards for cosmetic quality of TFT displays. HP
does not warrant that the displays will be free of cosmetic imperfections. TFT displays can have a
small number of cosmetic imperfections and still conform to HP’s cosmetic quality specifications.