Summary:

Hello, I’m running into BitLocker issues and need help coming up with a different solution to try before I consider completely resetting the PC and losing all my files.

 

Background:

I turned on my personal laptop (Dell XPS 13 9360) and get the BitLocker blue screen. I’m assuming it’s due to the recent Dell update since I didn’t do anything dramatic the day before.

The current error message says “BitLocker needs your recovery key to unlock your drive because Secure Boot policy has unexpectedly changed”.

On the next screen, I do have a “Recovery Key ID (to identify your key)” and FWIW the drive label states “DESKTOP-#######”.

 

I have also poured through forums and tried most everything.

 

What I’ve Tried:

No, I don’t have a 48-digit BitLocker recovery key.

I’ve never set one up, never saved it somewhere or on a USB drive, nor printed it out.

 

No, I didn’t find the recovery key after attempting to follow Microsoft’s published instructions - logged onto my Microsoft and Azure accounts but i receive “you don't have any BitLocker recovery keys uploaded to your Microsoft account.” FWIW, my device is listed there.

 

BIOS Screen:

I initially attempted to Restore Settings and tried all four options: BIOS Defaults, Factory Settings, Last Known Good Settings, and Custom User Settings. None worked.

 

I’ve also attempted the following steps (with no luck) -

1. General > Boot Sequence > UEFI > Apply
2. Security > TPM 2.0 Security > Enable > Apply
3. Secure Boot > Secure Boot Enable > Enable > Apply

I’ve tried disabling above, restarting, then enabling, restarting and it does not help.

 

Command Prompt:

Below are the details if I go into the command prompt and type manage-bde -status c:

 

Size: Unknown GB

BitLocker Version: 2.0

Conversion Status: Unknown

% Encrypted: Unknown %

Encryption Method: XTS-AES 128

Protection Status: Unknown

Lock Status: Locked

ID Field: Unknown

Automatic Unlock: Disabled

Key Protectors:

TPM

Numerical Password

 

manage-bde -protectors -disable c:

I realize it shouldn’t work, but wanted to try and it says cannot be performed because volume is locked

 

Dell-specific Options:

I’ve tried the following screens / steps -

 

Reset this PC > Keep my files > Cloud download

Error message = “Unable to download. Use local reinstall”

 

Reset this PC > Keep my files > Local reinstall

Error = Brings me back to previous page

 

Advanced Options > Startup Repair

Error = “Startup Repair couldn’t repair your PC”

 

Advanced Options > Uninstall Updates > Uninstall Latest Quality Update

Error = Brings me back to previous page

 

Advanced Options > Uninstall Updates > Uninstall Latest Feature Update

Error = “Ran into a problem and won’t be able to uninstall latest feature update of Windows”

 

Advanced Options > Startup Settings

Error = “Must enter recovery key to access”

 

Advanced Options > System Restore

Error = no restore points created on computer

 

Advanced Options > System Image Recovery

Error = no system image found on computer

 

Factory Image Restore > SupportAssist OS Recovery

 

Repair > Requires BitLocker recovery key

 

Recover > Requires BitLocker recovery key

 

Scan Hardware > Battery an issue was detected

 

Message states, “We detected an issue with your battery. Try removing anything that might obstruct or clog vents. If that doesn’t work, update your computer BIOS, restart your computer and run the hardware scan again.”

 

I’ve cleaned my battery charger. Battery is @ 100% and also unplugged, replugged from overnight. I run the BIOS updates and scans again. Same message.

 

Any advice on next steps? Buy a new battery charging cord? Or actually crack open the laptop back cover to remove the battery, clean it, and put it back in? 

Thanks ahead of time!