It could happen that a hard drive is locked after a wipe or if the wipe got interrupted, like due to a power cut/Empty laptop battery. 


If this is the case the password should be WIPE (all uppercase) 


Example of lock: 



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When contacting our support team, please refer to the article you’ve checked and if possible add a picture of the error and add information on the hardware that’s giving the error. Make always sure you’re using the latest version.