Dell Latitude E6500 BitLocker problem
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:
0bMDb.png
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:
0bMDb.png
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ASKER
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.
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.
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ASKER
Thanks these are the right steps but motherboard replacement ultimately resolved the issue in this particular case.
ASKER
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.