Solved My TPM issue happened again.


CatnipTea

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I wanted to fix my sudden crackling sounding audio so I went to dells site to check for updates. There was a bios update so I like usual went to install it. Once it rebooted from flashing Bios it gave me the TPM not being recognized error and "Something happened and your pin isn't available." I had to use my password. I couldnt click to put in a new pin? Anyway last time nothing seemed to work once this happened?? There has to be an easier solution to this. It says TPM cant be found. Is there something I'm missing and the bios update disabled tpm and now I have to manually do it but its NOT in the bios theres some other way? I would like to get my PIN back too. Yes, doing the update did not solve my sound issue either.

Well, after turning it off and unplugging it for 30seconds then rebooting did appear to fix the strange sound issue so far....but still no clue how to turn tpm back on. And right as I say that yep no the audio issue is still there like....why? Its softer than it was before but is still there. Seems to come and go, maybe nothing to worry about....

Ok I keep adding to this but you know, I've been looking around and apparently the TPM firmware has updates? Where do you even find out it has some kind of update available? I kind of doubt that was the issue but I've never seen anything for tpm firmware updates.

Btw the TPM 2.0 module is still shown in device manager just under hidden devices...doesn't give me anything to work with.
 
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My Computer

System One

  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
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    Intel Iris Xe
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    Cirrus Logic Superior High Definition Audio
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glasskuter

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The bios update may have disabled the TPM. Depending on your bios, this setting is usually in the Security section of bios.It has to be on in bios to be visible to the OS.

The TPM driver comes from MS and is updated through Windows update. Try right clicking on the unidentified TPM and select update driver. Then select search automatically for driver.

See this article for troubleshooting TPM issues. Troubleshoot the TPM (Windows) - Windows security

Verify that your Realtek driver is 6.0.9268.1, A05 12/27/21 as per support site for your device. There is a possibility you have a loose speaker connection that causes the issue to come and go. Have you connected external speakers to test if the crackling is a sound issue or speaker issue. If not, I would suggest you do so if possible. You would need to change the default sound output in settings if you have access to speakers to test with. Those little speakers in a laptop are notorious for poor sound. If the speakers prove to be the issue, you would have to return it under warranty.

Have you contacted Dell technical support for either of these issues? 1-800-624-9896. It's like pulling teeth because you have to start with their lower level support which is a pain in the butt, but you can demand to speak with a higher level. I would suggest you open a ticket with them if your device is still in warranty.
 

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    Dell Optiplex 7080
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    i9-10900 10 core 20 threads
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    DELL 0J37VM
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    Windows 10 Pro 21H2
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    Dell Optiplex 9020
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    i7-4770
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    24 gb
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    Benq 27
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    2560x1440
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    256 gb Toshiba BG4 M.2 NVE SSB and 1 tb hdd
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CatnipTea

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Ok so, when I got this same model again, one of the first things I checked when I had it set up I went into the bios under security. This model does NOT have a tpm toggle you can easily re-enable. Instead it has something to wipe the whole drive and that's it.

The tpm driver is not being detected as needing an update, even through windows update. The driver version is currently at 10.0.22000.708.

I did roll back the bios firmware last night. I left it unplugged and turned off for some hours. When I went to roll it back by pressing esc+ctrl with it off and unplugged, then plugging it in and you get to where you can rollback or reset to default...when it rebooted I'm very sure it did not rollback? Once I saw it appear to be stuck still on 15 I went back in to reset to default....which also didn't work. I'm pretty sure I was on 1.14 before this

I really don't know if this is even relevant but it sure seems somethings stuck in it.

Do Dells that not come with Realtek need it? I have the Cirrus Logic Hd audio and nothing Realtek related. I was planning to reinstall the Cirrus driver but there is also a Realtek driver for my model listed too?

The audio issue is super weird. It literally worked an hour before this happened. The audio can go from slightly static-y to heavily distorted and loud. Or no sound plays from the jack or speaker, it's a tossup and no clue what could be causing it, the cpu seems to be doing fine and not under any strain? I did try turning off enhancements but that didn't change anything. Either the longer I run audio or the more I turn up and mess with the volume the noise will increase. Other times it gets dangerously distorted and loud(this has only happened once so far I have since disabled system sound to prevent it.) I would have the volume not high at all and when I would try to adjust the volume slider the sound would be EXTREMELY loud I thought it was going to break my earbuds. My earbuds and sound are perfectly fine on my much older Dell which is really crazy. Yeah it also blows it away in sound on the speakers too.....I rarely use my laptop speakers and in this case, I was using my earbuds in the other laptop for a bit, then switched back to my main laptop and that's when the audio issues happened.

For optional updates on windows, there have been a few listed for a while and I don't know what they are so I'd rather not install them. I'm sure the first one has to do with my external HDD drive but the others, it doesn't really show info for them.

I am hoping this solution can the fixed outside of warranty if possible. I't ridiculous I have to keep returning the laptop whenever this happens to get another replacement that will end up running into the same issue again.

I have yet to call Dell since this happened last night and tomorrow is a holiday. The last time this happened, someone just walked me through reinstalling the bios firmware version(I've already tried this now) and them telling me to unplug it, turn it off, hold the start button 30 seconds then release.....did not work. And....it sounds like this is something you do after you take the battery out which of course I was not informed to do, and I doubt I can do this without voiding the laptops warranty. I looked up my model and found a youtube video on how to disassemble it and the battery is screwed in and plugged into the board by a cable unlike my other which I can just flip it over, press the release latch and remove the compartment all on its own.


I also did sfc /scannow and no corruption. Same for DISM....
 

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  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
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    Intel Iris Xe
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    Cirrus Logic Superior High Definition Audio
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glasskuter

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When you go to Dell Support and put in your service tag, whatever drivers are on the list are supposed to be what is on your system. I didn't know your service tag so I looked at drivers in general for that model.

Don't open the case yourself as long as it is in warranty. You do not want to chance voiding the warranty.

Looking at the Dell Community Forum, I found there are others with this same model reporting the same issue with TPM so you are not alone. Dell Cares response to them is that the motherboard needs to be replaced. If you already returned one 3501 for this same issue, did they replace it or did they supposedly fix the original one? You can know by comparing the service tag with your original invoice.

When you open another ticket with Dell, don't waste hours or days messing around with lower level support. Last fall I had continuing issues with my new Dell PC and spent over 40 hours messing around with foreign speaking people I couldn't understand and who didn't know feces from shinola. To finally get things resolved I had to write a scathing letter to the Office of the President. Within a week, I was assigned my own American English speaking tech who stuck with me like glue until my problems were solved.
 

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    Windows 11 Pro 22H2 22621.608
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    Dell Optiplex 7080
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    i9-10900 10 core 20 threads
    Motherboard
    DELL 0J37VM
    Memory
    32 gb
    Graphics Card(s)
    none-Intel UHD Graphics 630
    Sound Card
    Integrated Realtek
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    Benq 27
    Screen Resolution
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    Hard Drives
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    Internet Speed
    so slow I'm too embarrassed to tell
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  • Operating System
    Windows 10 Pro 21H2
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    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 9020
    CPU
    i7-4770
    Memory
    24 gb
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 gb Toshiba BG4 M.2 NVE SSB and 1 tb hdd
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CatnipTea

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According to Dell support I have all of my drivers up to date.

I returned the computer to the store that I got it from and requested the same one which was ordered from Dell and picked up new at their store. This is a newer one since the first one I'm pretty sure said it was manufactured in August that year. My current one is from September last year. If there is some sort of mass problem with the stock they've had I don't know how far back that goes. The service tag is different too.

I am considering getting it looked at if possible by the store if they can even open up the laptop and attempt a battery drain to clear whatever is messed up. Right now, twice today I have shut down the computer to later open it up and the TPM warning is not being displayed but the pin still won't work and TPM is still not detected by the laptop. Seems like only a slight improvement over last night.

I really would only want to do a return again with another fresh one if they seriously can't open it up in store to get this sorted etc and if Dell is a total waste. I would like to be able to transfer the latest backup I have (it's from last month) in order to save time and a headache if that's possible (it's a local backup).

EDIT: Um.....its showing up now????? I don't know if my pin still doesn't work but its showing up and is not greyed out right now after a restart. What the heck? Hopefully it'll stay this way then I just need to get my audio issue sorted.
 

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    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
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glasskuter

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Dell is a total waste
Dell is not a total waste. Their (and all other manufacturer's) lower level support is since they outsource to foreign countries to people that give canned responses to problems while knowing nothing about real troubleshooting. The problem lies in how difficult it is getting an issue escalated to real support technicians who know their stuff. Once you do, every one I've dealt with has been great.
really would only want to do a return again with another fresh one if they seriously can't open it up in store to get this sorted
IMO I can't see what opening it up can do if it is a known issue with the mobo of that model that has gone through more than one bios update. Besides, you have a sound issue to top it off. I would be returning it for a refund and look for another model laptop.
 

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    Windows 11 Pro 22H2 22621.608
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 7080
    CPU
    i9-10900 10 core 20 threads
    Motherboard
    DELL 0J37VM
    Memory
    32 gb
    Graphics Card(s)
    none-Intel UHD Graphics 630
    Sound Card
    Integrated Realtek
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 m.2 2230-256+1 tb hdd
    PSU
    500w
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    so slow I'm too embarrassed to tell
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  • Operating System
    Windows 10 Pro 21H2
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 9020
    CPU
    i7-4770
    Memory
    24 gb
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 gb Toshiba BG4 M.2 NVE SSB and 1 tb hdd
    PSU
    500w
    Case
    MT
    Cooling
    Dell factory
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CatnipTea

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I could be jinxing it but even after multiple restarts the computer is now detecting TPM. I was able to get it to accept my Pin though every time I sign in it lists password first....can't seem to figure how to make the pin the default and the password secondary like before...

The audio issue still exists after attempting an audio driver re-install.

Edit: I really did, for the first time ever it asked for the bitlocker key and then it unlocked so I could login....again with my password only.
 
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  • OS
    Windows 11 Home 21H2 22000.593
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    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
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CatnipTea

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The motherboard and speaker had to be replaced. I guess I'll find out if everything's fine soon.
 

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  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
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    15.6 in
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    1366 x 768 x 60hz HD
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glasskuter

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So what did you end up doing...returning it to Dell for repair??
 

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    Windows 11 Pro 22H2 22621.608
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    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 7080
    CPU
    i9-10900 10 core 20 threads
    Motherboard
    DELL 0J37VM
    Memory
    32 gb
    Graphics Card(s)
    none-Intel UHD Graphics 630
    Sound Card
    Integrated Realtek
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 m.2 2230-256+1 tb hdd
    PSU
    500w
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  • Operating System
    Windows 10 Pro 21H2
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 9020
    CPU
    i7-4770
    Memory
    24 gb
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 gb Toshiba BG4 M.2 NVE SSB and 1 tb hdd
    PSU
    500w
    Case
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    Dell factory
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CatnipTea

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It was repaired by GeekSquad for free since it was under manufacture warranty. Everything seems ok rn but I can't find the new bitlocker recovery key for the new motherboard. Right now trying to locate it. The one for the old motherboard is on my Microsoft account, no new one. Actually I'm really not sure if bitlocker is activated? Or well, device encryption. The tpm is showing though. I think it originally had a lock on the drive but it appears to be gone now. I only want to locate it just in case it prompts me to enter it when I try and restore my image. If I can't locate it, that's fine if encryption is disabled I just want to make sure it really is before doing any attempt.

Also if it helps its currently saying that standard hardware security is not supported. In system information it does list as UEFI and If I go to tpm.msc the tpm is ready. It only lists core isolation and security processor. I think it originally also listed secure boot but not right now.
 

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System One

  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
    Monitor(s) Displays
    15.6 in
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    1366 x 768 x 60hz HD
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CatnipTea

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To add correction, they sent the laptop to a facility that had Dell certified technicians to replace the motherboard and speaker. So far, no major issues. I don't really know why but my bios now has a lot of features unlocked like being able to turn tpm on and off etc. It seems the standard hardware security not being supported was fixed with a re-install of Windows. I think this can be marked as resolved...hopefully for good.
 

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  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
    Monitor(s) Displays
    15.6 in
    Screen Resolution
    1366 x 768 x 60hz HD
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    SK hynix BC711 256GB Solid State Drive NVMe
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glasskuter

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Glad to hear you're finally up and running. Thanks for reporting back and for closing the thread.
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 22H2 22621.608
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 7080
    CPU
    i9-10900 10 core 20 threads
    Motherboard
    DELL 0J37VM
    Memory
    32 gb
    Graphics Card(s)
    none-Intel UHD Graphics 630
    Sound Card
    Integrated Realtek
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 m.2 2230-256+1 tb hdd
    PSU
    500w
    Case
    MT
    Cooling
    Dell Premium
    Keyboard
    Logitech wired
    Mouse
    Logitech wireless
    Internet Speed
    so slow I'm too embarrassed to tell
    Browser
    Firefox
    Antivirus
    Defender+MWB Premium
  • Operating System
    Windows 10 Pro 21H2
    Computer type
    PC/Desktop
    Manufacturer/Model
    Dell Optiplex 9020
    CPU
    i7-4770
    Memory
    24 gb
    Monitor(s) Displays
    Benq 27
    Screen Resolution
    2560x1440
    Hard Drives
    256 gb Toshiba BG4 M.2 NVE SSB and 1 tb hdd
    PSU
    500w
    Case
    MT
    Cooling
    Dell factory
    Mouse
    Logitech wireless
    Keyboard
    Logitech wired
    Internet Speed
    still not telling
    Browser
    Firefox
    Antivirus
    Defender+MWB Premium

CatnipTea

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No problem!
 

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  • OS
    Windows 11 Home 21H2 22000.593
    Computer type
    Laptop
    Manufacturer/Model
    Dell Inspiron 3501
    CPU
    11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz-4.20GHz
    Memory
    12gb Dual channel DDR4 2666 MHz
    Graphics Card(s)
    Intel Iris Xe
    Sound Card
    Cirrus Logic Superior High Definition Audio
    Monitor(s) Displays
    15.6 in
    Screen Resolution
    1366 x 768 x 60hz HD
    Hard Drives
    SK hynix BC711 256GB Solid State Drive NVMe
    Internet Speed
    43 Mbps
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