TMP authentication failed (0x7)

[Emilytronson]

Hello I have a refurbished computer that I bought from my college.  It was working well, when one day I went to enter in my password to login into my computer and I got a TPM AUTHENTICATION FAILED (0x7).  It won’t let me get past the login page.  I’ve tried recovering it, resetting it, and using the back up password option and nothing will work.  I’m 100% sure I’m using the right password but I am no longer able to get into my computer 

[IT_WinSec]

Hello @Emilytronson 

Welcome to the HP Support Community.

Based on your description, I suspect a service may be needed but in order to clarify, could you provide information what password exactly you try to enter ?

Any pictures taken with camera or smartphone which you can attach would also help.

[Emilytronson]

The password that i enter is my login information to my computer.  My username is already displayed and it asks for my password, which i enter and am displayed with TPM authentication failed (0x7).  I will upload a photo

[IT_WinSec]

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@Emilytronson wrote:

The password that i enter is my login information to my computer.  My username is already displayed and it asks for my password, which i enter and am displayed with TPM authentication failed (0x7).  I will upload a photo

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Ok, I think I have an idea now.

I suspect you may have encrypted your drive and this is the prelogin screen.

Is this just a prelogin screen or is because of encrypted drive? Based on your description, the drive should also be encrypted.

If the drive is encrypted (as I suspect), I am unable to help you authenticate against it and login - I do not have the necessary tools, not I can assist you bypass it.

If this is some hardware failure for the TPM chip on the motherboard, this would also require service/replacement.

If the drive is encrypted as I suspect, you have 2 options:

- try to reinstall the operating system to remove the preboot authentication and reinstall all to remove the encryption layer

- go to BIOS (F10) to reset the security settings 

- if the TPM authentication problem contunue, after reinstalling Windows, visit the BIOS (F10) and go to "Security" tab to clear the TPM and reset it default

Please, provide clarifications and let me know if you need assistance with anything on the described operations.

Cheers !

[Emilytronson]

Thank you for the input.  

So I tried the first option to try and reinstall the operating system and that did not work

i tried the second option but when I went the the security tab the TPM embedded security button was greyed out (see photo below).  Any help is appreciated.  Thank you!

[Emilytronson]

Also this is the error screen when I try to login

[IT_WinSec]

The pictures confirmed my theory.

• The data on the drive is encrypted and your only option is to reinstall Windows. I am afraid you will not be able to access your files inside as there is no mechanism for data recovery in emergency situations (unless these have been enabled prior to that - Recovery media/HP SpareKey, etc) .
  You will need to restore them from an archive (back up copy) if such exists.
  What operating system you use(d) ? Did it came preinstalled on the PC (OEM Windows) ?

• With regards to the TPM error and the greyed out TPM option, most likely the TPM chip on the motherboard got corrupted, this would also require service/replacement.

• For the TPM will need to bring the PC (or ship it) to service - HP Authorized Service Center
• If you are not sure where such a center is located, please contact HP Business support for assistance in finding one. Here is more info:
  >> If in the USA, you may call toll free 1-(800)-334-5144
  >> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized
  >> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

• Check these videos on the specifics how to prepare and send your computer for repair or service:
  # USA and Canada >> https://www.youtube.com/watch?v=7alIyHJMb6Y
  # UK , Switzerland and EU countries >> https://www.youtube.com/watch?v=IFi6lQ5lU_c