Issue with BitLocker Recovery, TPM, and Access to Organization Resources

[Sharathsn8]

When I started my system, it prompted me for the BitLocker recovery key. With assistance from our IT team, I was able to boot the system using the provided key.

However, my Windows Hello passkey was not working, so I logged in using my password instead. After logging in, I was unable to access organizational resources such as Teams, SharePoint, and Outlook.

During troubleshooting, the IT team identified that the TPM is not functioning properly when activated.

[Pallipurath]

Hi @Sharathsn8 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that you are facing issues with the BitLocker Recovery, TPM and Access to organization resources. As the IT team identified that the TPM is not functioning properly I would request you Upgrading the Trusted Platform Module (TPM) from version 1.2 to 2.0 is essential for compatibility with certain security features in Windows 11, as well as other modern security measures. Follow the steps below to accomplish this upgrade on HP laptops:

Verify System Compatibility:

• Ensure your HP laptop model supports TPM 2.0. Check your system specifications

Backup Data:

• Before proceeding, back up your important data. While upgrading TPM should not cause data loss, having a backup is a best practice.

Prepare Your System:

• If BitLocker or other encryption software is in use, suspend BitLocker.
• Ensure administrative privileges are active on the system during the upgrade process.

Access BIOS/UEFI:

• Restart your laptop and access the BIOS/UEFI settings. This is usually done by pressing a key such as F10 or Esc during system startup (refer to your laptop’s manual for the exact key).

Locate TPM Settings:

• In the BIOS/UEFI, find the TPM settings. This is often located under the Security tab.

Update TPM Firmware:

• Set the TPM to upgradeable mode if required by enabling any necessary settings.
• Obtain the appropriate SoftPaq from HP’s website or support resources. The SoftPaq will include the necessary utilities and firmware update package for upgrading the TPM.
• Follow the instructions provided in the update tool to upgrade the TPM version from 1.2 to 2.0.

Enable TPM 2.0:

• After upgrading, ensure the TPM 2.0 is enabled and not hidden in the BIOS settings.
• Restart your system to apply changes.

Re-enable Security Features:

• After ensuring TPM 2.0 is active, re-enable any security features like BitLocker that were suspended before the upgrade.

 

For detailed steps please follow the link : Instructions for Updating Trusted Platform Module (TPM) Firmware

Take care and have an amazing day!

[Gedimz]

Did you device receive latest BIOS update?

We noticed similar issue with all devices that received BIOS update release April 2nd. Downgrading BIOS to previous version solved the issue. 

[Pallipurath]

Hi @Sharathsn8

Thank you for responding.

I am glad to hear that the issues is resolved by downgrading the BIOS version. I would request you to please type the Serial Number of the Unit to updated BIOS https://support.hp.com/in-en/drivers . I would also request you to please wait for the update to be published.

Have a good day.

[Sharathsn8 · Accepted solution]

The issue has been resolved based on the following action: IT temporarily added me to the bypass, which allowed me to log in and set up Windows Hello. After that, they removed me from the bypass, and everything is working fine now.

[Pallipurath]

Hi @Sharathsn8,

Thank you for responding.

I am glad to hear that the issue is resolved from the IT to bypass which allowed you to login and setup windows hello and everything works fine. Please feel free to contact us if you are facing any issues in th future we would be happy to assist you.

Have a good day.