m15 R5, TPM 2.0 problem

Question

Hi All, I cant update my 3 year old Alienware M15 Ryzen edition R5 to Windows 11, because it cant read the TPM 2.0. So I know that my M15 has got TPM 2.0, but from my research, Dell made a bios update that effectively disabled the TPM on early versions of this laptop. I don't understand the detail behind it all, but long story short, they'd need to develop new software to fix this problem. After speaking to support, they've said the only fix they can offer is a new motherboard and have quoted £285.75 +vat (so £342.90) to 'repair' my pc. Now I don't have an issue paying for a repair if its something caused by myself, but in this case its 100% Dell that have cause the problem. I have offered to re-new my premium annual support (ran out about 1 year ago), but they have said that because they are now aware of the problem, they cant offer any support packages, only a one off repair! I cant help but feel like I've been done over by Dell here. It certainly will stop me buying Dell again. Anyone else had this issue? Thanks in advance, Phil.

Phil-150 · Answer

Its worth noting that I have never performed a BIOS update on this machine prior to the Windows 11 TPM 2.0 issue.

This suggests that this has always been a problem sine it was new, but it just wasn't apparent before.

Since Windows 11 wouldn't install, I did update the BIOS to the latest revision, in order to fix the issue. It didn't help.

Its also worth noting that I have set the TPM to active in the BIOS, again without any success.

anne_droid · Answer

Hi Not all regions/countries have TPM fully switched on. Rufus can possibly create a USB that will solve some of your issues.

Phil-150 · Answer

Unfortunately, any region/country that wants the Windows 11 upgrade will need TPM working. I'm based in the UK and to my knowledge, the TPM should be working on this machine.

mattyb3 · Answer

Hi @Phil-150

I don't think I've seen this come up before so I have asked my Alienware contacts if they know anything about it. I will let you know if they get back to me with some relevant info for you.

Alienware

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