Why does the TPM fail so often after a Microsoft update

Question

I work for a company that has 90% estate of Dell Latitude laptops (Different models 7390, 7300. 5501) Randomly after Windows 10 updates some users are asked for a bitlocker recovery key, after booting into Windows and attempting to load O365 products they get an error advising  that the Trusted Platform module has failed.  This stops Outlook or O365 products from authenticating. Whilst I can get the users up and working in a timely manner by asking them to shutdown their machines and then disconnect the power for 30 seconds to clear the flea power and then power on again.  this issue keeps reoccurring.  (Despite upgrading the machines with the latest BIOS and firmware for the TPM chipset the issues keep happening.)  - strangely we don't get this issue on other OEM providers equipment - having never seen this issue on either HP Elitebooks or Microsoft Surface Go tablets. Is there a  permanent solution for this issue?  or should I look forward to doing the same fixes for ever?

DELL-Cares · Answer

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Mgarcia0225 · Answer

I am having this issue constantly amongst Dell OptiPlex units. What is causing this issue? is there a BIOS setting that needs to be set before deployment?

Richardvi · Answer

We have many Dell laptops where the TPM module fails all the time. It just happens when they are running. Suddenly a popup 'there's a problem with your Microsoft account'. Office 365/Teams/Outlook problems. Rebooting and upon boot it says 'TPM module fails'.

This is standard for many users, very annoying. I can't believe that this is unknown to DELL.

Solution usually is to turn the laptop off, disconnect power cord, wait a couple of minutes, reconnect power and switch the laptop on. Then the 'TPM failure' is no longer present and everything works again till the next TPM fail.

We use DELL Latitudes both i5 and i7. One type for sure tat I can mention is Latitude 7490 that has this problem.

Latitude

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