Locked out of my laptop

[Vik697]

Got a message on my laptop:  "your TPM NV corrupted or structure changed,"    I tried to reset, but it has my old telephone number to verify.   I have entered my new number, but it takes 30 days to verify in order to get a new Microsoft pin.  Is there any other way to avoid this delay?  I would appreciate anyone's advice or help. Thanks.

[Max3Aj]

@Vik697, Welcome to HP Support Community. 

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

You're seeing the message:
 

"Your TPM NV corrupted or structure changed"

This typically occurs after a BIOS update, CPU change, or firmware issue, especially on systems with AMD fTPM. It may also trigger BitLocker recovery if encryption is enabled.

Here's a step-by-step guide to help resolve the issue you're facing with your HP Laptop - 15-ef1002ds and the "TPM NV corrupted or structure changed" message, along with the Microsoft PIN recovery delay:

Step 1: Understand the TPM Message

When prompted:

• Press Y to reset the TPM if you're not using BitLocker or have your BitLocker recovery key.
• Press N if you're unsure or don’t have the recovery key, to avoid data loss.

If BitLocker is enabled and you reset TPM without the recovery key, you may lose access to your data.

Step 2: Check BitLocker Status

1. Boot into Windows (if possible).
2. Press Win + R, type cmd, and press Ctrl + Shift + Enter to open Command Prompt as admin.
3. Run:

   manage-bde -status

• If BitLocker is Off, it's safe to reset TPM.
• If On, locate your recovery key from your Microsoft account: https://account.microsoft.com/devices/recoverykey

Step 3: Reset the TPM

1. Reboot your laptop.
2. When the TPM message appears, press Y to reset.
3. The system should boot normally if BitLocker is not enabled.

Step 4: Update BIOS and TPM Firmware

HP recommends updating BIOS and TPM firmware to prevent recurrence:

• Visit the HP Software and Driver page for your model: Official HP® Support
• Download and install the latest BIOS and firmware updates.

Step 5: Microsoft PIN Recovery Delay

If you're locked out due to Microsoft PIN and the new number takes 30 days to verify:

• Try signing in with your Microsoft account password instead of PIN.
• If that fails, use another device to access Microsoft Account Recovery and follow the steps to regain access. 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support