TPM/PTT Not Detected on HP OMEN Laptop (Model: 846A) - Exhausted All Software Solutions - Hardware F

[angie001_]

Dear HP Support Team and Community Members,

​I am reaching out regarding a persistent and critical issue where the Trusted Platform Module (TPM), or Intel Platform Trust Technology (PTT), on my HP OMEN laptop serial number: 2xp11av, undetectable by the operating system.

​I have exhausted all known software and firmware troubleshooting steps, leading me to suspect a hardware failure or a fundamental BIOS bug.

​System Details

​Laptop Model: HP OMEN Laptop (Model: 846A)

​Current BIOS Version: F.19

​Operating System: Windows 10 Home (64-bit) (Build 19045)

​Problem Description

​The TPM/PTT unit is not recognized. When I run the command tpm.msc, I receive the error message: "Compatible TPM cannot be found." This prevents the use of essential security features like BitLocker.

​Troubleshooting Steps Completed (Software/Firmware Exhausted)

​I have meticulously performed the following steps, all of which have failed to resolve the issue:

​Driver Installation Attempts: I made multiple attempts to install various versions of the Intel Management Engine Interface (MEI) driver available on the HP website. This included forced installation attempts via .INF files. All attempts failed, either returning incompatibility Warnings or resulting in a BSOD (Blue Screen of Death).

​BIOS Reset / Clear TPM: I entered the BIOS Setup (F10) and successfully executed the Clear TPM (or Clear PTT) function found under the Security tab. This did not restore detection.

​System Restore: A System Restore point was used to revert Windows functionality. The problem persisted.

​BIOS Update Check: I verified that F.19 is the latest and most current BIOS version available for this specific model, so no further update is possible.

​Conclusion and Next Steps

​Given that all software, driver, and firmware-level solutions have been exhausted and the TPM remains undetectable, the only logical conclusion is either a hardware component failure (PTT/TPM chip or mainboard) or an unresolved, deep-seated BIOS bug that prevents the PTT from being initialized.

​I am requesting assistance from the HP Support team to confirm this diagnosis and advise on the next steps for a potential service/repair (motherboard replacement or repair).

​Thank you for your time and help.

[VikramTheGreat]

Hi @angie001_,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can feel the frustration and exhaustion behind your words, and you’re absolutely right to expect better when it comes to critical security features like TPM/PTT on your HP OMEN Laptop (Model: 846A, Serial: 2xp11av). You've done everything right by methodically troubleshooting and documenting the issue.

Summary of Your Situation

• TPM/PTT is undetectable in Windows 10 (Build 19045).
• BIOS version is F.19, confirmed as the latest.
• You've tried: 
  • Multiple MEI driver versions (including .INF installs).
  • BIOS-level TPM/PTT clearing.
  • System Restore.
  • No further BIOS updates available.

Despite all this, tpm.msc still reports:
"Compatible TPM cannot be found."

HP has tools and pathways specifically designed for diagnosing and escalating hardware-level issues like this:

Step 1: Run HP PC Hardware Diagnostics UEFI

This tool runs outside of Windows, allowing you to test hardware components directly.

• Download: HP PC Hardware Diagnostics | HP® Support
• Instructions: 
  • Restart your laptop and press Esc, then F2.
  • Run the System Tests and Component Tests.
  • If TPM/PTT is missing or fails, it may generate a 24-digit failure ID.

Step 2: Use the Failure ID to Request Service

If you receive a failure ID, you can start a repair request:

🔗 HP Printer & Laptop Repair | HP® Support

You’ll need:

• Your product number (846A or BP#)
• The failure ID
• Your serial number (already known)

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat