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Lizard1977

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#195828 6-May-2016 14:54
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The last three times I've rebooted my SP3 it has asked me for the Bitlocker recovery key.  I don't recall turning Bitlocker on, it may have been enabled by default (and I don't have any particular need for it, as far as I can tell).  I've googled to see if there's an obvious issue, but there isn't anything that leaps out at me.  I've checked for updates, and it's completely up to date.  I haven't done anything "new" or different in the last few days to prompt this, so it's a mystery why it's started doing this.

 

Understandably, it's a hassle having to enter a 48-digit code each time I restart my SP3.  Can anyone suggest why it may have started doing this, and ideally how I can stop it asking for the key?  I'm hesitant to turn Bitlocker off - even though I don't have a particular use for it, there's obviously something wrong.  I can't imagine that Bitlocker should do this if it is working without fault, so turning it off would just mask the problem rather than solve it.


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gzt

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  #1547664 6-May-2016 15:10
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No idea. Maybe the BIOS/uefi lost the TPM key? Any severe power interruptions or anything like that? /totalspeculation..



Lizard1977

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  #1547666 6-May-2016 15:12
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No sudden power losses that I can think of.  I have had to do the occasional hard reset when it wouldn't wake from sleeping.


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  #1547672 6-May-2016 15:16
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TPM is enabled, as is Secure Boot Control.  After exiting UEFI the Bitlocker recovery screen is back... :(




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  #1547679 6-May-2016 15:27
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Yep. Both are enabled by default.

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  #1547697 6-May-2016 16:05
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Any change of accounts recently or moving network?

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  #1547705 6-May-2016 16:21
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We get that a lot at work, easiest fix so far, is to disable Bitlocker, reboot, then enable it again. Problem goes away.....

 

 





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Lizard1977

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  #1548140 8-May-2016 07:05
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I tried xpd's suggestion, but when I tried to turn Bitlocker on again it said "This device cannot use a trusted platform module. Your Administrator must set the "Allow Bitlocker without a compatible TPM" option in the "Require additional authentication at startup" policy for OS volumes."  

 

As I understood it, the SP3 does have a TPM and is specifically designed with Bitlocker.  So if I'm getting this message does that mean the TPM is faulty?


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  #1548252 8-May-2016 12:12
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Still under warranty?

Lizard1977

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  #1548256 8-May-2016 12:22
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Well, it's less than 2 years old, so I would expect it has coverage under CGA...

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  #1548777 9-May-2016 16:28
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How essential is the TPM?  And is it possible to show whether it is faulty/damaged (other than the errors Bitlocker has been giving me)?  If I'm going to bring a warranty/CGA claim, I'd need to be able to show that it's more than just a minor nuisance.  If the Surface is significantly compromised by not being able to use TPM, it would be good to show it if I take it back for a claim.


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  #1548784 9-May-2016 16:43
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I'd suggest a support call and explain the situation. They may provide some support. If not, explain the CGA. My guess is a first step will be reinitializing the TPM:

https://technet.microsoft.com/en-us/library/cc749022(v=ws.10).aspx#BKMK_S2


 
 
 

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  #1548785 9-May-2016 16:44
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It is essential for bitlocker and a.key component of windows trusted computing.

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  #1548974 10-May-2016 01:40
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Its almost impossible for a TPM to get damaged, in this Surface case it's actually a fTPM or a TPM in firmware on the Surface motherboard. This is a misconfiguration not any warranty claim.

What does the TPM.mmc say is the status?

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  #1549139 10-May-2016 11:32
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@nathan

 

"Compatible TPM cannot be found.  Compatible Trusted Platform Module (TPM) cannot be found on this computer.  Verify that this computer has a 1.2 TPM or later and it is turned on in the BIOS."  

 

I just checked the BIOS and TPM is showing "Enabled"

 

 


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  #1549588 11-May-2016 05:26
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can you try the Surface hard reset “two-button shutdown”

 

 

 

shut down the Surface Pro/2/3 normally using the power button.

 

when it’s off, press the power button and the volume-up buttons at the same time, for at least 15 seconds.

 

You may see the screen or the lighting on Type Cover (if attached) flicker, but keep holding the buttons.

 

Release the buttons, and let the machine sit for at least 10 seconds.

 

Then, turn it back on normally

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