Dell Latitude E6500 BitLocker problem

Posted on 2011-10-26
Last Modified: 2012-06-22
I've got this Dell Laptop that keeps asking for bitlocker key upon boot up.
I disabled the bitlocker temporarily on the user's laptop and when I go to "resume" it by right-clicking on the C-Drive, am getting the message "A compatible Trusted Platform Module (TPM) Security Device cannot be found on this computer."

It's like the TPM keeps clearing out of the BIOS, even though I've updated the BIOS to the latest and have re-enabled/activated it in the BIOS' security section.

Is this a common issue with Dell? Might this require a warranty service for a motherboard replacement?

TPM.MSC Screenshot:
Question by:garryshape
    LVL 37

    Accepted Solution

    Hi garry, what BIOS version do you have and did you set your BIOS to startup first from the harddrive? Make a screenshot of your BIOS screen with the TPM setting if possible.

    See min. reqs for Bitlocker:

    What are the minimum requirements for Bitlocker?
    A computer that meets the minimum requirements for · A TPM microchip, version 1.2, turned on. · A Trusted Computing Group (TCG)-compliant BIOS. · Two NTFS drive partitions, one for the system volume and one for the operating system volume. The system volume partition must be at least 1.5 gigabytes (GB) and set as the active partition. · A BIOS setting to start up first from the hard drive, not the USB or CD drives.

    Author Comment

    It's the latest version downloaded from Dell and it successfully flashed. A24 I think.
    When the computer was first setup (year ago, or so) it was the TPM was successfully enabled and the hard drive had been successfully encrypted.
    It wasn't until recently (past 2 weeks) that it started asking for the key upon boot up one day, after a normal reboot.
    LVL 37

    Assisted Solution

    by:Gerwin Jansen
    Strange. Latest version of BIOS is A26 - you can try installing that although I doubt is will help. Download link can be found here at Dell Support.

    Sure that nothing was installed or updated the day you started experiencing this issue?

    Author Comment

    Yeah it's that version then, I was just trying to recall from memory, because I did update the BIOS to latest listing within past couple of weeks.

    Nothing was installed or updated to my knowledge. I actually had just helped the user with a login issue (Active Directory password reset) and did a simple reboot to make sure she could log back in as if she was just booting up, and that's when the bitlocker came up. Ever since then, she has had to put in the encryption key upon booting up.

    I guess at this point I will just decrypt the hard drive, and try all over again.
    LVL 37

    Assisted Solution

    by:Gerwin Jansen
    Of course you can decrypt it, I don't expect you'll run into problems there. Just make sure you backup any important information to be on the safe side. Appreciate feedback on your progress (or just close this question).

    Author Closing Comment

    Thanks these are the right steps but motherboard replacement ultimately resolved the issue in this particular case.

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