This behavior occurs sometime on XPS and Precision devices. The TPM chip is powered by batterie power also when device is off. Sometime the chip firmware hungs.
Have a look into BIOS. When the TPM Chip is missing / not displayed unter security section, than it happens to you / your machine
You need to open the device and disconnect the battery (this means the internal powercell / accu) for about 1 minute.
When the battery is disconnected, switch on the device to be sure, that all power is gone. Then reconnect the batterie an boot up. You will see, your TPM chips is back to work.
To be sure, that this problem didn´t strike back, i recommend to look if there is a TPM Firmware update for your device. It´s hard to find, because it´s not displayed in the normal drivers & firmware downloads under support.dell.com. So you have to google a bit.
It´s important, that not only the master version is on 2.0. There are some minor updates.
Worst case, is when your TPM is on master version 1.x. That´s bad, because this produce multiple Bitlocker issues.
When you TPM is back on, as written above, i think it´s better to contact dell support, to check if your TPM Firmware is up to date.
Just wanted to let you know that I recently had an XPS 9350 (i7/16 Gb RAM version, 0H67KH) with the exact same issue and symptoms. However, the method described (physically disconnecting/reconnecting the battery) did not work unfortunately, nor was downgrading/degrading the BIOS, nor was resetting the BIOS to it's default settings.
Additional note: I cannot check any longer as the TPM has disappeared completely off the stage for this motherboard, but I do not recall installing the TPM 2.x firmware update on this XPS 9350 that was avalable. Perhaps I should have done this earlier, as it may have prevented the TPM to get messed up in the first place.
Since I own yet another XPS 9350, I have upgraded the TPM from version 1.x to version 2.x on that one, so time will tell how that system will behave.... My recommendation for any 9350/9360 owners would be to also install that TPM 2.x firmware update, since it may save you a (rather expensive) motherboard replacement.
As for the first XPS 9350 system: I ended up having to replace the motherboard by a completely new one. TPM operation was then restored.
botfixer
1 Rookie
•
24 Posts
1
June 5th, 2020 11:00
This behavior occurs sometime on XPS and Precision devices. The TPM chip is powered by batterie power also when device is off. Sometime the chip firmware hungs.
Have a look into BIOS. When the TPM Chip is missing / not displayed unter security section, than it happens to you / your machine
You need to open the device and disconnect the battery (this means the internal powercell / accu) for about 1 minute.
When the battery is disconnected, switch on the device to be sure, that all power is gone. Then reconnect the batterie an boot up. You will see, your TPM chips is back to work.
To be sure, that this problem didn´t strike back, i recommend to look if there is a TPM Firmware update for your device. It´s hard to find, because it´s not displayed in the normal drivers & firmware downloads under support.dell.com. So you have to google a bit.
It´s important, that not only the master version is on 2.0. There are some minor updates.
Worst case, is when your TPM is on master version 1.x. That´s bad, because this produce multiple Bitlocker issues.
When you TPM is back on, as written above, i think it´s better to contact dell support, to check if your TPM Firmware is up to date.
Kris78
1 Rookie
•
4 Posts
0
June 5th, 2020 12:00
Thak you! It really worked! I am happy!
mroset
1 Rookie
•
52 Posts
1
January 22nd, 2021 15:00
Hi all,
Just wanted to let you know that I recently had an XPS 9350 (i7/16 Gb RAM version, 0H67KH) with the exact same issue and symptoms. However, the method described (physically disconnecting/reconnecting the battery) did not work unfortunately, nor was downgrading/degrading the BIOS, nor was resetting the BIOS to it's default settings.
Additional note: I cannot check any longer as the TPM has disappeared completely off the stage for this motherboard, but I do not recall installing the TPM 2.x firmware update on this XPS 9350 that was avalable. Perhaps I should have done this earlier, as it may have prevented the TPM to get messed up in the first place.
Since I own yet another XPS 9350, I have upgraded the TPM from version 1.x to version 2.x on that one, so time will tell how that system will behave.... My recommendation for any 9350/9360 owners would be to also install that TPM 2.x firmware update, since it may save you a (rather expensive) motherboard replacement.
As for the first XPS 9350 system: I ended up having to replace the motherboard by a completely new one. TPM operation was then restored.
David Silva 21
1 Message
0
May 20th, 2021 10:00
I got same issue after a BIOS upgrade, but two or three bootings later it appeared out of nothing...