RGillett
1 Copper

TPM forgetting recovery key

Hello,

We recently started deploying Latitude E5570s with Windows 10 Pro using a VL key. They are imaged and deployed through MDT 2013 and WDS via PXE. We are running into an intermittent issue where BitLocker enabled computers will prompt for the recovery key to proceed. We currently have Active Directory enabled to receive the recovery key for computers added to a certain OU. The key is transmitted fine, and works for the recovery prompt. The issue is that the computer will continue to ask for the key upon each reboot. It seems as though the TPM does not retain the key. This is not happening on every computer. The first batch we received required a BIOS update in order for BitLocker to enable. Subsequent batches came with the new BIOS already installed, and BitLocker enabled with ease.

I should also mention that we have absolutely no problems with previous models (E5540, E5550).

Is anyone else having issues with the TPM chips on these laptops?

Thank you,


Robert

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7 Replies

RE: TPM forgetting recovery key

For the 5570 I suggest having the BIOS updated to at least rev 1.04.07 or the latest version 1.05.  When i have seen this happen the system has usually been set to legacy boot.  Is this what you are seeing as well?

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

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RGillett
1 Copper

RE: TPM forgetting recovery key

Hello Terry,


Thank you for your reply.

The initial batch of 15 we received came with the old BIOS, and the batches following came with the 1.04.07. I was unaware that 1.05 had been released. I will try flashing on the new machines, and testing them. To answer your other question, they are UEFI booting, and not Legacy booting. I had thought that was the case as well, but no such luck.

Thank you,


Robert

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RE: TPM forgetting recovery key

Robert,

Checking if updating to at least 1.04.07 made any difference or are you still having the same problems? 

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

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RGillett
1 Copper

RE: TPM forgetting recovery key

Hello Terry,


Thank you for following up with me. The issue has not been resolved with neither the 1.04.07 update, nor the 1.05 update. Just yesterday, I had to walk a remote user through disabling BitLocker, clearing the TPM, and re-enabling it, so I could re-implement BitLocker.

Any other ideas?


Thank you,


Robert

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gwong33
1 Nickel

RE: TPM forgetting recovery key

Having the exact same issue. Just received a batch of E5570's. Tried updating to BIOS 1.0.5 and 1.7.3 with same result. I've isolated the situation which triggers Bitlocker asking for Recovery.

It's the same for several E5570 laptops.

Once Bitlocker is enabled on the Drives:

1. Power on Laptop by itself -> Windows 10 OS loads fine
2. Power on Laptop by itself -> Windows 10 OS loads fine -> Dock Powered Laptop into Docking Station -> Reboot works fine.

3. Dock Powered Off Laptop into Docking Station -> Power On - Prompted for Recovery Key. If I remove from Dock and power cycle, Laptop boots fine without ever entering key.

I've only had this issue with the new E5570's.

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tjgertge
1 Copper

RE: TPM forgetting recovery key

We are seeing this same issue on Latitude 5570 laptops and docking stations.  Any word from Dell on a fix?

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gwong33
1 Nickel

RE: TPM forgetting recovery key

Had some luck talking to a tier 2 chat support tech. Ended up flashing my TPM from 1.2 to 2.0 which seems to have solved my issue. Still testing it. Posted my steps for updating on my thread.

en.community.dell.com/.../20929310

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