Dell E5570 Windows 10 bitlocker problem

Hello There,

Are you attempting to leverage the Dell Data Protection | Security Tools application to manage Bitlocker or are we trying to leverage the built in Windows items to turn it off and configuring it?

It sounds like the OS is not seeing the TPM chip, if you go to device manager do you see Security Devices and under that TPM, if so what version does the TPM report?  If you do a run command and type services.msc do you see TPM Base Services as a service listing?  

I am trying to use the windows bit locker.

When I prepare the TPM from inside I get TPM is ready with reduced functionality.

The TPM Base services is not listed within services.msc.

The BIOS is updated to the latest as per the DELL website.

I am currently getting ‘Bitlocker could not be enabled. The Bitlocker encryption key cannot be obtained from the Trusted Platform Module (TPM). C: was not encrypted’.

The TPM is ver 2.0 and the driver is version 10.0.10240.16384

I don’t know what else to do at this stage.

I am trying to use the windows bit locker.

When I prepare the TPM from inside I get TPM is ready with reduced functionality.

The TPM Base services is not listed within services.msc.

The BIOS is updated to the latest as per the DELL website.

I am currently getting ‘Bitlocker could not be enabled. The Bitlocker encryption key cannot be obtained from the Trusted Platform Module (TPM). C: was not encrypted’.

The TPM is ver 2.0 and the driver is version 10.0.10240.16384

I don’t know what else to do at this stage.

It sounds like the OS cannot see the TPM for whatever reason.  If you do a run command and type tpm.msc does that Microsoft MMC see the TPM and allow you to turn it off or on? If it does perhaps we can try to turn the TPM Off, then on, then clear it and see if that allows you to provision BitLocker to leverage the TPM on boot.

Ok, I ran the tpm.msc and "The TPM security hardware on this computer is ready for use, with reduced functionality". The manufacturer name: NTC   Version 1.3   Specification version: 2.0

We I try to turn on Bit locker, it goes through the process of encrypting and then "Encryption complete", reboot the pc and "Enter the recovery key for this drive".  

Bugger.

The key is saved in active directory.

BUT when the laptop is powered off / back on it asks for the recovery key.

:-(

Do you have a ROI /UK number as we are in Ireland?

This is also effecting another laptop.

I found this MS support article that might help.  support.microsoft.com/.../3123365

If that doesn't play out it sounds like we might have to replace the motherboard in that machine due to a faulty TPM.  You can call our dedicated support queue at 877.459.7304 Ext. 4310039 and they can try to troubleshoot further but if the BIOS\UEFI configuration doesn't play out I think the next step should be to replace the motherboard.  

Sure thing.  All our global DSS\Exts can be found at the following KB

www.dell.com/.../SLN302833