Solved Alert! TPM service not detected

CatnipTea · Dec 1, 2021

When I search PTT nothing comes up but something does appear in search for TPM weirdly. Security only has secure wipe.

FDretired · Dec 1, 2021

CatnipTea said:
When I search PTT nothing comes up but something does appear in search for TPM weirdly. Security only has secure wipe.

Did you search "Advnced\PCH-FW configuration" under security?

glasskuter · Dec 1, 2021

All documentation says your laptop has tpm 2.0. Dell would have told you was it not true. Per the web, since July 28, 2016, Microsoft has required all new Windows PCs being manufactured have TPM 2.0 to be enabled by default. If you’re buying a laptop, desktop, 2-in-1, or any other device that comes with Windows 10 preinstalled, Microsoft requires that the manufacturer include TPM 2.0 and have it enabled.

CatnipTea · Dec 2, 2021

That's good it really is supposed to have TPM 2. There is no such thing for me to search in my bios. I guess I don't have to worry too much unless Win11 just decides to stop working unless I have it enabled. Hopefully not anytime soon.

Ok also I can confirm from Powershell I do have my drive decrypted now. I don't know if there is any way to re-enable through commands and without any risks? Second screenshot it also shows TPM is not enabled and set to false. If the decrypting is what started this issue weeks after doing it, re-enabling may be the only way to get TPM to appear in Windows.

clam1952 · Dec 2, 2021

3501 service manual Inspiron 3501 Service Manual | Dell UK

I'd check that all defaults are set correctly.

Should have Intel Trust Technology Platform entry under security but If it's not there check that you have secure boot Enabled in deployed mode and under Boot Mode you have UEFI only enabled, the Intel Trust Technology Platform may only appear if the other options are correct, this is saomewhat of somewhat of a longshot but I had similar happen with a PC here in that the PTT option only appeared when UEFI was set to UEFI only and not UEFI + Legacy. May also need Virtulisation enabling should be on by default.

CatnipTea · Dec 2, 2021

Hold on, let me get you a pic of how my boot order is.
Here is the boot order and secure boot is enabled. I don't know why or if it's normal to have a lot of boot manager entries. There is no TTP or TPM switch in security. There is no expandable list in security or in any other category of the bios. There is no "advanced" tab.

Dru2 · Dec 2, 2021

@CatnipTea

If your system specs are correct (and this is the laptop you're referring to), I find it impossible to believe that a dell laptop with an 11th gen Intel CPU doesn't have TPM. That's like saying a 2021 car doesn't come with power steering.

Something is definitely amiss here. That said, can you post a screen shot of your TPM module console. I know you alluded that you looked at it, but here a screenshot is worth a thousand words. Thanks. Just type "tpm.msc" in Run and post screen here.

CatnipTea · Dec 2, 2021

There's definitely traces of proof this computer does have TPM 2.0 but is deeply disabled.
Here is tpm.msc, what device manager shows, as well as device security, security processor, security processor troubleshooting. I think I also posted somewhere what system info shows.

glasskuter · Dec 2, 2021

I would quit trying to fix something that you can't fix since yours is not an isolated case. Let Dell sort it out. Dell will send you a prepaid shipping box. Image your system, reset it back to OOBE, and send that sucker back. OR make a new administrative account with no password. Then login into that account and remove your own user account and data. ( if you can get a replacement from where ever you bought it, do the same thing)

Dru2 · Dec 2, 2021

Agree with glasskuter, call Dell. Something is definitely amiss. Again, a PC with an 11th gen CPU should definitely have TPM 2.0; and especially if it came with Windows 11 factory installed. Call Dell.

Oh, and people need to remember a laptop will not have all the BIOS features a desktop board has, so please don't use a desktop as a reference for a laptop BIOS. They aren't the same. Also, a lot of features are hidden (or removed) from the end user on laptop boards.

Good luck.

CatnipTea · Dec 2, 2021

Yeah I guess I really might just have to get this one replaced after all. Also this one originally came with Windows 10 Home but was fully compatible to upgrade to 11 which is what I did do. It's been past 10 days so I can't revert it back to 10 anymore. Lol I just tried and I can only have one local account on Windows Home. I already got some images and backups so I guess I'll do another system reset when I'm ready.

CatnipTea · Dec 7, 2021

Returned the laptop. No one seemed to know what a TPM chip was but showing them the error at boot and the security section in bios being barren seemed to be enough to list it as defective. Hopefully the new one won't have an issue with the chip. Since I've tried resetting "factory", going back to an older image, flashing the bios, and more and nothing resolved it not appearing and staying in the bios settings and device manager, this was the only option left.

Dru2 · Dec 7, 2021

CatnipTea said:
Returned the laptop. No one seemed to know what a TPM chip was but showing them the error at boot and the security section in bios being barren seemed to be enough to list it as defective.

Sorry, but if you bought a PC from a legitimate vendor and they don't know what TPM is in this day and time, they ought not to be selling PCs. Especially if they're selling Windows 11 PCs.

Something doesn't smell right here but ok.

CatnipTea · Dec 7, 2021

Lol I don't know he saw I was waiting for the Geek Squad appointment and asked what was going on. He had no clue what a TPM was but I showed him the issue a little and he quickly explained this wasn't something they would handle? So I just moved it to customer service to get a return and re-order from Dell. No clue why the one I talked to on the phone who made the appointment for me just didn't tell me right there to go ahead and just return it and forget about going to Geek Squad if they don't handle oddities like mine. Btw I'm certain the guy was in the Best Buy uniform, maybe he just didn't know a whole lot of technical stuff. I already intended to return it just wanted to make sure it would be covered which it was. Can't be that mad at him other than adding awkwardness.

Dru2 · Dec 7, 2021

CatnipTea said:
Lol I don't know he saw I was waiting for the Geek Squad appointment and asked what was going on. He had no clue what a TPM was but I showed him the issue a little and he quickly explained this wasn't something they would handle? So I just moved it to customer service to get a return and re-order from Dell.

He can't say what they can handle if doesn't understand the issue. Anyway, you got a new PC coming so...

CatnipTea said:
No clue why the one I talked to on the phone who made the appointment for me just didn't tell me right there to go ahead and just return it and forget about going to Geek Squad if they don't handle oddities like mine.

Probably cause the PC is too new to have Geek Squad messing with it. It's simply easier for everyone involved to just replace it.

CatnipTea · Dec 11, 2021

Yeah agreed. I was a bit concerned they'd charge me for Geek Squad. At least now I know an issue like this I can return and re-order no problem. Haven't had an issue with electronics like this before.

Edit: Just got the new one. I haven't yet upgraded to 11 but will after doing another backup of Windows10( must had forgotten to last time). I confirmed TPM is working and is ready for use. TPM.msc was no longer barren and everything seems to be detected. I did check in the bios and I guess for the 3501 model, there is no check mark to enable or disable TPM through bios. Security still only shows secure wipe.

Dru2 · Dec 11, 2021

CatnipTea said:
I did check in the bios and I guess for the 3501 model, there is no check mark to enable or disable TPM through bios. Security still only shows secure wipe.

Those setting, you're worried about are already set, and are also hidden so the end user can't mess with them. That happens with laptops :wink:

CatnipTea · Dec 11, 2021

Oh ok. I'll keep that in mind. Whenever you hear about TPM not being enabled or checking if it's enabled you always get suggested to check the bios. Guess it's not the case on laptops. I'll soon have 11 installed. I'm not going to bother this time with disabling encryption.

obelix · Dec 11, 2021

Catnip Tea on that website explained how to set up or reset the TPM

How to Troubleshoot and Resolve Common Issues with Trusted Platform Module (TPM) and BitLocker | Dell Croatia

this is what a TPM should look like on a windows terminal

Dru2 · Dec 11, 2021

CatnipTea said:
Oh ok. I'll keep that in mind. Whenever you hear about TPM not being enabled or checking if it's enabled you always get suggested to check the bios. Guess it's not the case on laptops. I'll soon have 11 installed. I'm not going to bother this time with disabling encryption.

True, but most forget a laptop BIOS doesn't offer the end user near the options and settings a desktop board does. And as said, some laptop BIOS' have features removed or hidden so the end user can't mess with them. Remember a laptop is more or less a closed off PC designed to not be tinkered with

Also, as this is a new PC, I would not go tinkering with it or TPM unless you had a specific reason to do so. There's no harm in having TPM enabled. In short, leave things alone :)

Solved Alert! TPM service not detected

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