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HP Envy laptop - can't use vol up and down buttons when requested to clear tpm

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ENVY LAPTOP

I Recently upgraded from windows 8 to windows 10 but found I was having error running a program called Sketchup. I decided to reset my Laptop back to factory settings. I know have a screen asking me to clear the TPM and to press either volume up or volume down button, but they Command are not ace pets and the screen is now locked. Powering off does not work, as it keeps coming back to the same screen. What do I do?

 

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Hi! @Tony1962, Thank you for joining the HP Forums!

 

I understand that you are getting a message to clear the TPM on your laptop.

 

Please try the steps recommended below.

 

Open the TPM Management (tpmadmin.msc) snap-in.
In the Action pane, click Turn TPM Off to display the Turn off the TPM Security Hardware page.
In the Turn off the TPM security hardware dialog box, select a method for entering your owner password and turning off the TPM:
If you have the removable media onto which you saved your TPM owner password, insert it, and then click I have a backup file with the TPM owner password. In the Select backup file with the TPM owner password dialog box, click Browse to locate the .tpm file saved on your removable media, click Open, and then click Turn TPM Off.

If you do not have the removable media onto which you saved your TPM owner password, click I want to type the TPM owner password. In the Type your TPM owner password dialog box, enter your password (including hyphens), and then click Turn TPM Off.

If you do not know your TPM owner password, click I do not have the TPM owner password, and follow the instructions provided in the dialog box and subsequent BIOS screens to turn off the TPM without entering the password. 
 

Also, boot into BIOS by tapping the F10 key, Go to security tab and select disable TPM.

 

If the issue still persists please perform a system recovery. Refer this article to know how to perform a system recovery.

 

 

Please let me know the outcome.

 

Have a wonderful day! 🙂

 

 

A4Apollo
I am an HP Employee

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