recent TPM errors with laptop

[aquatarkus]

My wife has the 15s-du34tx laptop which came pre-installed with Windows 10 Home. Last year she updated to Windows 11 and recently has been experiencing a lot of what look like enforced sleeps (need to press the power button and log in to resume). They are not sleeps because they happen while typing or clicking in a browser. I saw it happen myself several times in a couple of hours.

Checking the event viewer these interruptions coincide with this error: 

• The device driver for the Trusted Platform Module (TPM) encountered a non-recoverable error in the TPM hardware, which prevents TPM services (such as data encryption) from being used. For further help, please contact the computer manufacturer.

I've updated the BIOS to the latest version and then checked that the chipset drivers are up to date. Unfortunately it appears that HP does not offer Windows 11 drivers for this product.

Is there any point trying to fix this problem, or are we better off just replacing the laptop? I'd prefer not to downgrade to Windows 10, which is the other option.

Thanks

[Sneha_01]

Hi @aquatarkus,

Welcome to HP Support Community.

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

The error you're encountering with the Trusted Platform Module (TPM) on the 15s-du34tx laptop after upgrading to Windows 11 is indicative of a compatibility or hardware issue with the TPM. Before considering replacing the laptop, there are several steps you can take to troubleshoot and potentially fix this problem:

TPM Management: Access the TPM management console on Windows by pressing Windows + R, typing tpm.msc, and pressing Enter. Check the TPM status for any additional errors or messages that might guide further action. You might be able to clear the TPM (warning: this will remove all keys stored in the TPM, so ensure any necessary backups are done).

Driver Compatibility: Even though HP does not offer Windows 11 drivers for this model, Windows 11 might install compatible drivers through Windows Update. Ensure all updates are applied. Sometimes, Windows 10 drivers can work, so if there's a specific TPM driver offered by HP for Windows 10, it could be worth trying to install it in compatibility mode.

Windows 11 Compatibility: Verify that the laptop meets all Windows 11 requirements, including the TPM version. Windows 11 requires TPM 2.0. If the laptop has an older version, it might not fully support all Windows 11 features, which could lead to issues.

System File Checker (SFC) and DISM: Run the System File Checker and the Deployment Image Servicing and Management tool to repair Windows system files. Open Command Prompt as administrator and run sfc /scannow followed by DISM commands DISM /Online /Cleanup-Image /RestoreHealth.

Windows Power Settings: Adjust the power settings to prevent the laptop from sleeping too quickly or manage how it handles sleep mode. This is unlikely the root cause given the TPM error, but it's worth checking if any power settings were altered.

Hardware Diagnostics: Run HP's built-in hardware diagnostics to check for any hardware issues. You can usually access this by restarting the laptop and pressing the F2 key during startup.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Rachel571 

HP Support

[aquatarkus]

Hi

Thank you for this very extensive answer.

1. When I launched tpm.msc I was presented with this error:

Cannot load management console

Loading of the management console failed. Provider load failure. Try again.

Trying again isn't the solution 🙂

2. a. Windows update is fully up to date; b. the HP support assistant reports that all drivers are up to date

3. The Win 11 health check reported that the laptop was fully compatible with Windows 11

4. a. sfc found no integrity violations; b. DISM returns error 87, bad options. The help for DISM doesn't recognise some of the switches you suggested and I can't see what I should try instead

5. Power settings are set not to sleep on mains power or battery (but this laptop is always plugged in to mains power anyway)

6. Hardware diagnostics all passed, including the TPM check. There was a warning for the battery test but this laptop is getting on for 5 years old so I'd expect the battery performance to have degraded a bit.

[Sneha_01]

Hi @aquatarkus,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

This might require one-on-one interaction to fix the issue via remote assistance. 

I request you talk to HP Phone Support and they will help you to sort it out as it requires advance support or repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support