Envy M6 P114dx TPM cannot be found issue and more after BIOS update due to battery recall

[LB1606]

 Hi,

When I received the battery recall alert I immediately followed instructions as to how to get it fixed. I then updated BIOS based on the instructions in order to enable Safety Battery Mode. Having done this (BIOS update), it messed up the computer. Note...computer has no problems before.

Issues I am having now:

1.  TPM cannot be found when I search and click tps.msc.  Checked it before update, it has TPM 2.0 with version 1.18xxx. 

2.  Computer does not go to sleep anymore, LED indicator stays lit (not flashing) and screen goes off when left for a period of time but no longer turns on when hitting any key. I have to press and hold power button to force shut down the computer.

3.  Can no longer sign-in with PIN. Adding pin on settings does not do anything.

4.  It now runs slower now than it used to after boot-up

After the battery replacement, I had high hopes that everything will be back to normal but they never did. 

With all these issues, I had regrets following the instructions on enabling battery safety mode.  I should have left it as it is seeing that you can perform the battery replacement without enabling safety mode.

Your assistance is highly needed to correct all these issues that was brought by enabling safety mode (BIOS update f.19). Just so you know, I am no expert on computers.

[Riddle_Decipher]

@LB1606

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

As I understand the TPM is missing since the BIOS update,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

• What's this about the battery recall? did you get it replaced via HP?
  • if not please Contact HP and have it done, I'll list the steps to Contact HP below.
• Did you attempt clear the TPM?

While you respond to that, here's what you need to do:

If you've already attempted to update the BIOS & Graphics card drivers from the HP Website: https://hp.care/2B3MVQS

And yet the issue persists, I recommend we get started on clearing the TPM to resolve this issue (as it has worked for others)

But first, Precautions to take before clearing the TPM

Clearing the TPM can result in data loss. To protect against such loss, review the following precautions:

• Clearing the TPM causes you to lose all created keys associated with the TPM, and data protected by those keys, such as a virtual smart card or a login PIN. Make sure that you have a backup and recovery method for any data that is protected or encrypted by the TPM.

• Do not clear the TPM on a device you do not own, such as a work or school PC, without being instructed to do so by your IT administrator.

• If you want to temporarily suspend TPM operations and you have TPM 1.2 with Windows 10, version 1507 or 1511, you can turn off the TPM. For more information, see Turn off the TPM, later in this topic.

• Always use functionality in the operating system (such as TPM.msc) to the clear the TPM. Do not clear the TPM directly from UEFI.

• Because your TPM security hardware is a physical part of your computer, before clearing the TPM, you might want to read the manuals or instructions that came with your computer, or search the manufacturer's website.

Membership in the local Administrators group, or equivalent, is the minimum required to complete this procedure.

To clear the TPM

1. Open the TPM MMC (tpm.msc).

2. If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Yes.

3. Under Actions, click Clear TPM.

4. You will be prompted to restart the computer. During the restart, you might be prompted by the UEFI to press a button to confirm that you wish to clear the TPM.

5. After the PC restarts, your TPM will be automatically prepared for use by Windows 10.

To Clear TPM from BIOS, use this link: https://hp.care/2LebHit

For clearing it on other versions of windows, use this link: https://hp.care/2k9nTpf

(The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond by support boundaries, please ignore the ads and take only the free suggestions)

Keep me posted,

For I shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, 

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[LB1606]

@Riddle_Decipher

Thank you for replying.

HP announced this battery replace and recall program  on December 2017 if I remember correctly and I just received this message recently. Battery was replaced by a HP authorized technician. 

After updating BIOS as suggested by HP to place the battery into "Safety Battery Mode", I was going to clear TPM but cant find it anymore. I then typed tpm.msc and got the message "Compatible Trusted Platform (TPM) cannot be found".

Reading the instructions you posted, Im not sure what to do as you know I am not an expert.  Do you think resetting the computer would be a clever thing to do to get these issues fixed?

[Riddle_Decipher]

@LB1606

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

Something tells me, you've not attempted to clear TPM using the BIOS Platform,

If my spider sense is right, I recommend you try that, as it should resolve the issue:

(here are the steps from the link I shared earlier, for your reference)

Caution: Failure to properly prepare your system before clearing the TPM may cause data

protected by a TPM key to become unavailable. Before using any of the clear TPM instructions, be

sure to follow all recommended preparations to disable or suspend software or system features that

depend on the TPM protections.

1. Turn on or restart the system.

2. During BIOS POST, press F10 to enter BIOS setup.

3. Go to the Security page.

4. Set Clear TPM as ‘On next boot’.

Note: Alternate settings may include:

       • Clear TPM as ‘Yes’

       • Reset to Factory Settings as ‘Reset’

       • TPM Set to Factory Defaults as ‘Yes’

Note: Some platforms may require ‘BIOS Admin Password’ or ‘Setup Password’ to be configured

prior to accessing the Clear TPM setting. Refer to the Computer User’s Guide or BIOS (UEFI) Setup

Guide for your specific model for more details.

5. Save changes and exit F10.

Note: After saving the change and exiting F10, the system will restart and may display the following

message or similar message, depending on system model:

A configuration change was requested to clear

this computer's TPM (Trusted Platform Module)

"WARNING: Clearing erases information stored on the TPM."

"You will lose all created keys and access to data encrypted by these keys. "

Press F1 = Accept

Press F2 = Reject

NOTE: Also, I'm afraid an OS recovery/reset/Re-installation may not be the answer in this scenario.

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[LB1606]

@Riddle_Decipher

Thank you.

Im going to try clearing TPM using the BIOS Platform but before doing so, may I ask what preparations should be done to disable or suspend softwares or system features that depend on the TPM protections?

lb1606

[Riddle_Decipher]

@LB1606

Thank you for responding,

It's great to have you back 😉

That's a good question, I have an article that has an extensive explanation to your query,

Check this out: https://hp.care/2LebHit

Also, it's mainly bitlocker that could be affected, this may not be a part of your device as that's usually sent with commercial devices alone, if you have been using it, you could perhaps, turn off the encryption via bitlocker and then attempt to clear the TPM.

If you would like to thank us for our efforts to help you, 

 feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[LB1606]

@Riddle_Decipher

I am now on the security page under BIOS setup.

Here is what I see

Administrator Password   <clear>

Power-on password           <clear>

TPM Device                             <available>

TPM State                               <Enabled>

Clear TPM                                <Yes>

Restore Security setting to Factory defualts

Since Clear TPM is already set to Yes by default (only Yes and No option here), should I hit the Restore Security setting to Factory Defaults?

[Riddle_Decipher]

@LB1606

Thank you for replying,

I appreciate your detailed description and the efforts,

The answer to your query is Yes,

Please go ahead.

This should do the trick.

If you would like to thank us for our efforts to help you, 

 feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[LB1606]

@Riddle_Decipher

Hit the Restore security setting to factory defaults...next screen is the security feature reset request page  which states:

A request to reset security default is pending. Please enter the pass code displayed below to complete the change.

I entered passcode and hit enter, the computer rebooted to homescreen, checked tpm.msc still Compatible TPM cannot be found.

Any other fix please?

[Riddle_Decipher]

@LB1606

Thank you for responding,

I'm afraid I've run out of steps, no worries, though as I have escalated this concern to the R&D team,

I'm awaiting their response as the solution needs to be validated by them before I could have it sent out,

To ensure I'm providing a complete fix, I may have to request you to wait for a TAT of 72hrs while I reach out to them.

And I shall keep you updated about the same.

In the meantime, please be patient as patience is a virtue 😉

If you would like to thank me for my efforts to help you,  

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" button for my efforts to help you.

Have a great day!