Sony At 12:58:17 PM
Matched skill rule: Electronics
Sony At 12:58:17 PM
Welcome to our chat service.
Sony At 12:58:27 PM
Initialising chat session...
Rob At 12:58:49 PM
Usama At 12:58:59 PM
Good Afternoon Rob. My name is Usama.
How are you doing today?
Rob At 12:59:25 PM
Good thanks Usama, how are you?
Usama At 12:59:48 PM
I'm doing great, thanks for asking ^^
Can I have the 15 digit serial number of your VAIO please? It begins with 27, 28 or 54. You can find the steps for locating the serial number here: https://www.sony.co.uk/find-the-comp-model
Rob At 1:00:49 PM
Sure - it is 545113960000814
Usama At 1:01:02 PM
Can you also show me a picture of what you see at the moment?
Rob At 1:01:25 PM
How do I send you a picture?
Usama At 1:01:38 PM
You can use this pop-up.
Rob Uploaded A File 1:03:07 PM
Rob At 1:05:04 PM
did that come through OK?
Usama At 1:05:29 PM
It has, but the screen is not very visible, can you send another picture if that's okay?
Rob At 1:06:30 PM
will try again - can you re-send the popup?
Rob Uploaded A File 1:09:28 PM
Usama At 1:10:31 PM
I recommend getting in touch with Intel for further assistance.
Rob At 1:10:51 PM
I have done that already and they say I need to speak to the laptop manufacturer, so Sony in this case
Usama At 1:12:30 PM
Let me look into that for you.
Rob At 1:14:39 PM
Usama At 1:15:26 PM
We recommend following the steps available here: https://www.sony.co.uk/electronics/support/articles/00054871
Rob At 1:16:10 PM
I've been looking at page - which steps apply to my issue?
Usama At 1:16:33 PM
That'd be steps under number 4.
Rob At 1:17:11 PM
but i don't have the password - that was my original query?
Usama At 1:18:17 PM
We're unable to access or reset your password from our side, we recommend contacting Intel support for that.
Rob At 1:19:58 PM
Intel will not assist saying that I have to speak to you (Sony). This means I have an unusable laptop. I don;t want to recover anything off this unit, just to be able to reinstall it afresh and use it again
Usama At 1:21:17 PM
I understand that of course. Unfortunately, however, we have no access or control over Intel accounts or Anti-Theft recovery.
Rob At 1:22:21 PM
OK thx - how do I get a transcript of this chat?
Usama At 1:23:11 PM
You can request an email copy of this conversation in the post-chat survey.
Is there anything else that I can assist you with?
Rob At 1:23:21 PM
ok thx - no all done for now
Usama At 1:23:26 PM
Thank you for contacting Sony support. It's been a pleasure chatting with you. Stay safe and enjoy the rest of your day.
Sony At 1:23:56 PM
Operator Usama forced closed session.
Sony At 1:23:57 PM
Visitor closed session.
Usama At 1:25:04 PM
Email sent to Rob <email@example.com> for site: Sony
Not supported since 2015:
You have to contact McAfee:
How to remove it:
Thanks for the quick answer Doc - am I right that the solutions McAfee propose all need me to be either in Windows so I can install their tools or to logon via their website so I can manage it via there?
We have no access to either as the laptop won't boot into Windows (stuck on Ant-Theft dialog) and we do not have the website details. All I want to do is to reinstall this machine from scratch - is there a method that allows me to do this?