Getting a Computer Repaired - Security Concerns

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OpenMinded1
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Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

For security reasons I would be very leery about taking a computer somewhere for repairs. I would seriously consider just getting another computer before turning my computer over to a tech savvy stranger at someplace like Best Buy or an Apple Store. Does this make sense? Maybe I don't understand the process, and it's relatively safe.
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galawdawg
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Re: Getting a Computer Repaired - Security Concerns

Post by galawdawg »

Do you have an actual issue with a computer that you need repaired? If so, if you'll provide the type of computer (laptop, desktop, tablet) and the manufacturer (Lenovo, Dell, Apple, etc), you'll certainly find some responses that will help you secure your data.
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Re: Getting a Computer Repaired - Security Concerns

Post by JoinToday »

I have a 2nd hard drive on my computer for data. I would probably remove the hard drive before taking it in. I also have an external hard drive that I periodically back up my data. [not the best system in my case]

All programs are on the 1st hard drive.

Having said that, computers are cheap enough that I would also consider just buying a new one.
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OpenMinded1
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Re: Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

galawdawg wrote: Thu Jun 24, 2021 6:30 am Do you have an actual issue with a computer that you need repaired? If so, if you'll provide the type of computer (laptop, desktop, tablet) and the manufacturer (Lenovo, Dell, Apple, etc), you'll certainly find some responses that will help you secure your data.
No I don't have a computer issue at the moment, but had one recently. I was able to get the problem resolved by going thru Apple Support's online chat feature. The last procedure they led me thru fixed the problem. They said if that didn't work I should take it somewhere. They gave me contact info for a business about an hour away.

My question is - with computer security in mind, would it make more sense to just get another computer than to take it to a tech savvy stranger at some place like an Apple Store or Best Buy?
Yarlonkol12
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Re: Getting a Computer Repaired - Security Concerns

Post by Yarlonkol12 »

Is this an actual hardware problem? In the past when I’ve needed to have my Macbook hardware repaired/replaced I’ve done a secure erase of internal storage before handing it over to the Apple store/shipping it

If it’s a software problem you can’t figure out, just wipe your computer and reinstall the operating system, problem solved. Obviously backup data before doing this
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gtd98765
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Re: Getting a Computer Repaired - Security Concerns

Post by gtd98765 »

If there is a hardware problem that needs repair, but Windows still runs, you could back up your hard disk using a program like Macrium Reflect Free to an external hard drive, then reinstall Windows, which erases all your personal information. Once you get the computer back from the repair place, restore the Macrium backup. Non-trivial, but it works.
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galawdawg
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Re: Getting a Computer Repaired - Security Concerns

Post by galawdawg »

OpenMinded1 wrote: Thu Jun 24, 2021 6:47 am
galawdawg wrote: Thu Jun 24, 2021 6:30 am Do you have an actual issue with a computer that you need repaired? If so, if you'll provide the type of computer (laptop, desktop, tablet) and the manufacturer (Lenovo, Dell, Apple, etc), you'll certainly find some responses that will help you secure your data.
No I don't have a computer issue at the moment, but had one recently. I was able to get the problem resolved by going thru Apple Support's online chat feature. The last procedure they led me thru fixed the problem. They said if that didn't work I should take it somewhere. They gave me contact info for a business about an hour away.

My question is - with computer security in mind, would it make more sense to just get another computer than to take it to a tech savvy stranger at some place like an Apple Store or Best Buy?

No. There are steps that can be taken to protect one's data if a computer needs to be serviced including, if necessary, removal of the storage drive (HD or SSD). Most operating systems provide the user with the option of encrypting their drive(s). Proactively, one who is concerned about their data and would prefer not to wait until service is needed to secure that data should go ahead and encrypt their drive(s) before that event occurs.

Since you have an Apple, you may wish to read this: https://support.apple.com/en-us/HT201857
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OpenMinded1
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Re: Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

Yarlonkol12 wrote: Thu Jun 24, 2021 6:50 am Is this an actual hardware problem? In the past when I’ve needed to have my Macbook hardware repaired/replaced I’ve done a secure erase of internal storage before handing it over to the Apple store/shipping it

If it’s a software problem you can’t figure out, just wipe your computer and reinstall the operating system, problem solved. Obviously backup data before doing this
Thanks. That sounds like good advice. I have two backups, one on-site and the other off-site in the cloud.
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OpenMinded1
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Re: Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

galawdawg wrote: Thu Jun 24, 2021 7:00 am
OpenMinded1 wrote: Thu Jun 24, 2021 6:47 am
galawdawg wrote: Thu Jun 24, 2021 6:30 am Do you have an actual issue with a computer that you need repaired? If so, if you'll provide the type of computer (laptop, desktop, tablet) and the manufacturer (Lenovo, Dell, Apple, etc), you'll certainly find some responses that will help you secure your data.
No I don't have a computer issue at the moment, but had one recently. I was able to get the problem resolved by going thru Apple Support's online chat feature. The last procedure they led me thru fixed the problem. They said if that didn't work I should take it somewhere. They gave me contact info for a business about an hour away.

My question is - with computer security in mind, would it make more sense to just get another computer than to take it to a tech savvy stranger at some place like an Apple Store or Best Buy?

No. There are steps that can be taken to protect one's data if a computer needs to be serviced including, if necessary, removal of the storage drive (HD or SSD). Most operating systems provide the user with the option of encrypting their drive(s). Proactively, one who is concerned about their data and would prefer not to wait until service is needed to secure that data should go ahead and encrypt their drive(s) before that event occurs.

Since you have an Apple, you may wish to read this: https://support.apple.com/en-us/HT201857
Thanks!
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OpenMinded1
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Re: Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

gtd98765 wrote: Thu Jun 24, 2021 6:54 am If there is a hardware problem that needs repair, but Windows still runs, you could back up your hard disk using a program like Macrium Reflect Free to an external hard drive, then reinstall Windows, which erases all your personal information. Once you get the computer back from the repair place, restore the Macrium backup. Non-trivial, but it works.
Thanks. Guess I should have specified that I only own/use Macs.
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Re: Getting a Computer Repaired - Security Concerns

Post by roamingzebra »

Before I took over doing my parents' IT, they would have a repair guy come to their house. That's safer than leaving it at a remote facility.

Once I happened to be at their house when the repair guy was there and we got into a conversation. I asked him about alternative DNS services (to get away from the ISP's DNS). He sheepishly volunteered that he had hacker friends that worked at the DNS company I mentioned, but oh no!, they were on good behavior there! It just underlined to me that computer guys are curious by nature and shouldn't be trusted.
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Re: Getting a Computer Repaired - Security Concerns

Post by Impatience »

Having a secure login password plus encrypting (or removing) all the drives should be the only things you need to do. It’s good enough for corporate laptops.

From what I’ve heard from people with computer experience, if you don’t lock your drives they WILL look at everything out of morbid curiosity/for fun, though probably not anything malicious.
Last edited by Impatience on Thu Jun 24, 2021 11:20 am, edited 1 time in total.
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fishandgolf
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Re: Getting a Computer Repaired - Security Concerns

Post by fishandgolf »

About a year ago I had a hardware issue with an HP laptop. Before it was one year old (still valid warranty) there was an issue that required me to send it to HP for repairs. I moved all important files (EXCEL,WORD, etc.) to an external hard drive. Laptop came back with shoddy repairs. I contacted HP again with no response.

Fast forward to two weeks ago.....same issue only worse. I decided to avoid HP and went to a local repair shop....very reputable. Did same thing.....move files to external drive.

Results.....cost to repair was ~$400.00- 450.00 with no guarantee that it would solve problem. So I retrieved the DOA HP computer, then on Father's Day, went to Best Buy and purchased a new Dell laptop with 3 year warranty.....total cost....$807.00.

The local shop that I used has a sterling reputation, so I wasn't too concerned about missing any files.

Good luck!
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RickBoglehead
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Re: Getting a Computer Repaired - Security Concerns

Post by RickBoglehead »

This is a great question to confront- before one has an issue. 75%+ of users have no clue about technology, they just use it. Backup? What's a backup? Security? Should I click on this link for security?

I would never give anyone a computer, with hard drive installed, for repairs. They don't need it - unless it's an OS issue in which case you are better handling it yourself.
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Independent George
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Re: Getting a Computer Repaired - Security Concerns

Post by Independent George »

If you're using Win10 Pro, or MacOS, your drives are encrypted by default; they can't access the data without your password. On most Windows laptops, you also have the option of physically removing the drives before turning it in (annoyingly, the drives are soldered in on Macbooks, which makes upgrades impossible and data recovery really difficult).
badger42
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Re: Getting a Computer Repaired - Security Concerns

Post by badger42 »

It's very simple - if a machine leaves my hands, it doesn't have my data on it.

If the storage is removable, remove the storage. I have sent a Thinkpad or two in for repairs without HDD/SSD and nobody had any problems with that.
If the storage is not removable, wipe and re-image first. (you have backups, right?). I've done this with Macs before - image to an external, bring it in clean, re-image back once it's fixed.
If the storage is not removable and the machine is dead enough you can't wipe / re-image, time for replacement and secure disposal.

As a rule, if you are paying for labor, you're better off getting a new machine. If you are under warranty or can do the repairs yourself, repairs are often worthwhile.
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SmileyFace
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Re: Getting a Computer Repaired - Security Concerns

Post by SmileyFace »

I had a Dell laptop go bellyup under warranty and the RMA request asked for my password. I repsonded "I don't thing so - feel free to format drive if you need to upon repair". I had drive encryption on so wasn't concerned about them getting the data (otherwise I would have removed the drive before shipping to them - I had a minor concern if I did that they would have blamed me for the failed motherboard).
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gwe67
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Re: Getting a Computer Repaired - Security Concerns

Post by gwe67 »

Don't expect any privacy. The repair shop may be searching through your private information. In at least one case, the repair shop was accused of planting child pornography on the customer's computer to earn a reward.

https://www.thewrap.com/justice-departm ... uad-spies/

https://corporate.bestbuy.com/best-buy- ... computers/
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SmileyFace
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Re: Getting a Computer Repaired - Security Concerns

Post by SmileyFace »

gwe67 wrote: Thu Jun 24, 2021 11:59 am Don't expect any privacy. The repair shop may be searching through your private information. In at least one case, the repair shop was accused of planting child pornography on the customer's computer to earn a reward.

https://www.thewrap.com/justice-departm ... uad-spies/

https://corporate.bestbuy.com/best-buy- ... computers/
In my case I didn't provide access to my hard drive since it was encrypted. For unencrypted drives, or if you do provide access, its probably a good idea to format the drive(s) when you get your machine back.
Of course for a lot of people with non hardware issues - the fact they are bringing in a laptop for software issues means they haven't learned how to simply refresh the software.
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OpenMinded1
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Re: Getting a Computer Repaired - Security Concerns

Post by OpenMinded1 »

Thanks for all the input. I appreciate it.

Yes, my mac hard drive is set to auto encrypt when I shut the computer down. I have to enter my password to unencrypt it.

I guess on a Mac they can still get in to work on it by holding down the power button and doing a few other things, but that doesn't give them access to the hard drive??
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Re: Getting a Computer Repaired - Security Concerns

Post by baconavocado »

Re: hard drive encryption programs, I used to travel with a laptop (Windows) and used a program to encrypt the entire hard drive. One day while I was using the computer it went into hibernation/power save mode and when I woke it up the encryption failed and I lost a lot of data. I've never trusted full drive encryption since then.
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Re: Getting a Computer Repaired - Security Concerns

Post by furwut »

OpenMinded1 wrote: Thu Jun 24, 2021 12:39 pm Thanks for all the input. I appreciate it.

Yes, my mac hard drive is set to auto encrypt when I shut the computer down. I have to enter my password to unencrypt it.

I guess on a Mac they can still get in to work on it by holding down the power button and doing a few other things, but that doesn't give them access to the hard drive??
Yes I think that’s right. A repair shop would be able to fix whatever is physically wrong and reboot the computer to verify. But they wouldn’t be able to login onto your account and your data would remain encrypted.
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