A message stating "TPM Chip Malfunction" may pop up in Microsoft Teams or in Office 365 applications. This message appears when the computer stops recognizing the built-in Trusted Platform Module security chip. Another symptom of this issue is constantly being prompted for a BitLocker recovery key.The TPM (trusted platform module) is a piece of hardware on all modern Windows-based laptops that provides enhanced security features. Occasionally, issues may arise with the TPM that prevent access to certain resources, such as the Microsoft 365 apps or Windows Hello (fingerprint, face, or PIN sign-in).
Symptoms
Constant prompts to enter a BitLocker Recovery Key at startup.
Inability to log into Microsoft Teams.
Receiving a "Need Password" notice in the bottom-right corner of Outlook, with sending/receiving email not functioning.
An error window appears stating "Something went wrong" describing an error with TPM.
Any of the below error windows:
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Solution
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Solutions
Hard reset with power drain
Method 1 (desktops only)
Unplug the AC power cord
...
.
Leave the machine off for a few minutes.
...
Plug in the AC power cord and start the computer again.
Method 2 (
...
laptops and desktops)
Open the Windows Security application.
Navigate to Device security → Security processor details → Security processor troubleshooting.
Under the Clear TPM heading, select the reason most applicable to you, and then select Clear TPM.
Restart the computer.
Dell TPM Firmware Update
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Dell Command Update
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is installed on all ITS-managed Dell computers. If it is not installed, you can download and install it here.
Open the application and check for updates. In this case, look for any updates involving the TPM, BIOS, or Firmware.
If the application does not restart your machine after installing updates, do so manually.
If you receive any TPM error after updating and restarting, follow the Hard
...
reset with
...
power drain instructions above once more.
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