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Latitude 5420 Bitlocker Issues
Hello!
I am a technician for a relatively small organization, and we have recently upgraded our workstations to use Latitude 5420s. We use bitlocker encryption with Active Directory integration for Windows 10 on all the computers we own. However, whenever any user bitlocks their computer (usually after bad password attempts), the computer goes into recovery options but no option to enter in a bitlocker code. When trying to de-encrypt the hard drives through the recovery command prompt, the drive is not even visible.
This only happens on the Latitude 5420s that we have, no other computer has given us this issue. Is there any way that we can unlock the drive after it gets locked? We'd prefer not to wipe the drive every time someone bitlocks the machine.
Thanks!
DELL-Cares
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May 27th, 2022 02:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
DELL-Cares
Moderator
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May 27th, 2022 13:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
DELL-Cares
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25.7K Posts
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May 27th, 2022 13:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Dell-Brad L
Community Manager
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June 30th, 2022 23:00
Were you able to get a response from Microsoft?
Tom Tech
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September 7th, 2022 01:00
Hi,
We have the exactly the same issue. When trying to unlock the drive using the recovery command prompt, the disk doesn't show up. However, when I boot into a Windows installer and use the command prompt from there, the drive does show up. When trying to unlock the drive using the command prompt, it gives a success message, but when restarted, it ends up at the same recovery screen as before, no bitlocker key prompt.
The strange thing is now, Dell is currently replacing both the motherboard and storage drive, while this is not needed, if we reinstall the laptop, all hardware is working correctly.
Looks like Dell is following a process but does not want to hear there is an issu in the BIOS or in the partition manager on the 5420 laptop.
We can reproduce this issue on multiple 5420 laptops, but on other models we have, this issue does not occur. In my opinion, this is not an hardware issue, but more a software or BIOS issue.
Tom Tech
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September 13th, 2022 07:00
UPDATE:
We found the fix for this problem. We set the SATA operation in the BIOS to AHCI instead of RAID, and now it properly shows the Bitlocker recovery when locked out.