I was contacted by a client who couldn't log on to his computer. We had never set up a logon password. He doesn't remember setting one up...he is however an senior and computers can be somewhat confusing for him. Then we tried the only password he knew it could be and it didn't work.
He had gotten some help from another technician to show him how to attach pictures to an email. I saw that they had made a remote connection with him, they used ShowMyPCService-Tight VNC. It appears that soon after that, 9/10/15, he began having issues. I ask him if he called them or if they had contacted him...he said he called them.
I tried some things remotely with him but we couldn't log him in and the last time I tried to remotely log on it said "Blocked". This of course makes me very suspicious as he was not able to log on to his computer to block me and he wouldn't do that anyway.
I picked up his computer and was going to use my password removal disc but when going into change the boot order the dvd drive wasn't available as it was in UEFI Mode, which I am not familiar with. I tried a "Refresh" but without a log on password I couldn't proceed and received the message, "The drive where windows is installed is locked." I tried another advanced option and when attempting to backup his data it failed. I found some solutions from using the command prompt to going into HP's Recovery Manager and reinstalling the OS.
I have pulled his HD and backed up his personal information. Can I change the UEFI Mode to Legacy BIOS Mode? What would you recommend I do next?