We should have 'cracked' ourselves

Microsoft support 'cracks' Windows for customer after activation fails

In an unexpected twist, a Microsoft support engineer resorted to running an unofficial 'crack' on a customer's Windows PC after a genuine copy of the operating system failed to activate normally.

It seems, this isn't the first time either that IT professionals have employed such workarounds when under pressure to timely close out support tickets.

A 'crack' is worth a thousand support tickets
A South-Africa based freelance technologist who paid $200 for a genuine copy of Windows 10 was startled to see a Microsoft support engineer "crack" his copy using unofficial tools that bypass the Windows activation process.

Programmer and content creator Wesley Pyburn whose online channels include TCNO (TroubleChute & TechNobo), explains his struggle after purchasing a copy of Windows 10 through legitimate channels:

"I can't believe it. My official Microsoft Store Windows 10 Pro key wouldn't activate. Support couldn't help me yesterday," tweeted the technologist.

"Today it was elevated. Official Microsoft support (not a scam) logged in with Quick Assist and ran a command to activate windows... BRO IT'S A CRACK. NO CAP."

Microsoft support session
Microsoft's support chat session with Pyburn involved engineer running a crack (Twitter)
"It's literally easier to crack windows than to pay for it," exclaimed Pyburn.

Microsoft Product Activation, as commonly seen in Windows and Office products, is Microsoft's DRM technology to ensure users are running company's genuine products as opposed to pirated versions, and are compliant with the license terms.

Windows XP-era users may also be familiar with Windows Genuine Advantage (WGA), a validation process that Microsoft earlier enforced to automatically 'deactivate' pirated OS copies.

"Activation helps verify that your copy of Windows is genuine and hasn't been used on more devices than the Microsoft Software License Terms allow," according to Microsoft.

Microsoft's official Windows activation methods involve either the customer entering a 25-character product key when prompted, or signing in with their Microsoft account to apply a digital license. In some cases, customers may also call the customer care to "activate by phone."

Typical Microsoft Windows 10 activation workflow
Typical Microsoft Windows 10 activation dialog prompting for a key (Microsoft Community)
By contrast, software "cracks" and stolen product keys are commonly used by users looking to pirate software—something which is forbidden both by a company's licensing terms and by law in most jurisdictions.

The Microsoft support engineer in this case, ran the following PowerShell command on the customer's Windows PC (URL slightly modified to prevent execution):

irm hxxps://massgrave[.]dev/get | iex
The command establishes a connection to massgrave.dev, an unofficial repository of Windows and Office "activator" scripts that may slip under the radar of most antivirus products.

Further, the Invoke-Expression aka iex command runs the downloaded script, as seen by BleepingComputer:

Windows 10 activation script by Massgrave.dev
Windows 10 activation script from Massgrave.dev
"Working in IT I can 100% believe this lmao, commented one user.

"They're probably as dumbfounded by the issue as you and/or don't have a better solution and it solves the problem/resolves the ticket so they're happy."

Cracks, warez, pirated software pose risks
Using "warez," cracks, and other unofficial means to bypass software copy protection are often frowned upon. Other than falling in a legal gray area and being akin to pirating software, these methods pose a security risk. For example, third-party scripts claiming to be software 'cracks' may instead be malware.

To clarify if what Microsoft support agent had run was indeed a crack, Pyburn reached out to Massgrave's staff via Discord.

Not only did the website staff reply affirmatively to the technologist's question, they further claimed, it wasn't the first time they'd heard of a Microsoft engineer doing this.

"This is the second time someone reported here that it's being used by Microsoft support agents. It's not official and not legal," writes WindowsAddict, a Massgrave staff member.

Massgrave Discord chat
Massgrave Discord staff suggests Microsoft support often uses these tools
Naturally, such workarounds when employed by a software company's support staff would leave just about anyone startled.

"I can not believe Microsoft's answer to a broken activation system is to crack windows via official support channels," says Pyburn.

"...AND IT WAS OFFICIAL SUPPORT. The entire reason I paid was to avoid rootkits and other malware COMPLETELY. Then they crack it for me."

BleepingComputer approached Microsoft for comment in advance of publishing.

"We strive to provide best-in-class support for our customers. The technique you described would be against our policy," a Microsoft spokesperson told BleepingComputer.

"We are investigating this occurrence and will take appropriate steps to ensure proper procedures are followed regarding customer support for our products and services."

Update March 17th, 1:13 AM ET: Added statement from Microsoft received after press time.

not surprised.
when you have 16 office to activate in one day and it only can be activate 3 office for 1 IP and you have only 1 fcking IP by your ISP or you wait 16 office divide by 3 activation per day.

official support channel here means memang employed by Microsoft or the Microsoft certified support company that usually lurks the learn.microsoft.com q&a forum?

Just make it free la no need much hassle.

It does show Microsoft engineers "competency"

then wanna pay microsoft staff using what? banana leaf?

still need to activate?

isnt it all cloud based now

use appleOS better

Yes free banana leaf lunch for the staff

That's because Microsoft is aiming to make Windows OS a subscription service. Once it's implimented then they won't care how you install Windows as long as you are using the latest Windows

I ask back legit question to those who have to deal with Ms activation products.

Have any of you ever tried to legalize a pirated windows or office before?

I still remembered my cracked Win 7 get upgrade to legit Win 10. Thanks Microsoft

just like Adobe

It is fun to read the MAS_AIO.cmd batch script available on its GitHub...It reminds me of my complex Windows batch script to help layman users load firmware into the embedded device via IAR I-Jet without the need to fire up IAR WorkBench IDE.

This post has been edited by eclectice: May 26 2023, 11:02 AM

kek just because youre programmer and the other is just support engineer does not make you MS god to assume crack this crack that

Windows is a joke, but I still love it

Microsoft gove soft pass on windows one, they go ham on office

U can still use those ancient win7 crack/keygen and upgrade to legit win10 iirc

macOS free jer

I paid for legit XP and Win 7...

No i mean lets say you already run pirated windows with keygen and all that. Then you buy a key, either win store, 3rd party or physical copy. You will face problems activating that.