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December 26th, 2023 17:32
Problems after BIOS updated
First time posting to Dell community... and wish I wasn't needing to. I am having issues with my laptop after updating the BIOS (just outside one-year free support period with Dell). Have searched online for others having similar problems and nothing matches mine. I'm running Windows 11 Home, version 22H2. BIOS version is 1.14.0. Processor is AMD Ryzen 5 5625U.
Problems started after I updated to BIOS 1.13.0 on 12/17/23 (through supportassist). First thing that happened after the update was a message on bootup that said: "Press Y to reset fTPM, if you have Bitlocker or encryption-enabled system. the system will not boot without a recovery key. Press N to keep previous fTPM record and continue system boot. fTPM will NOT be enabled with new CPU unless fTPM is reset (reinitialized). you could swap back to the old CPU to recover TPM related keys and data." I have been selecting N since I don't want to lose my data and the computer boots to the sign in screen and works (for the most part - see below).
After researching the fTPM and device encryption, I think that this is not applicable to this laptop because it is Windows Home and there is not device encryption (BitLocker) for Home edition. Also when I check device security and system information they both say "there is no TPM available/device encryption failed due to TPM not being usable." I have no idea if these said the same thing before the BIOS update (but the window security shield icon in the system tray shows a yellow triangle that I did not see before the BIOS update). From what research I've done it seems that the fTPM is AMD processors way of allowing device encryption, but I'm not entirely sure if I understand it.
I tried disabling and re-enabling the firmware TPM. Didn't fix the problem, but if I leave it disabled the above message does not appear at bootup. I have now updated the BIOS to the latest one, 1.14.0 (per Dell's website), but the message is still coming up on bootup.
Today I ran the sfc /scannow command and it cleaned up some files that were corrupt according to the results. But the fTPM message is still happening.
Other weird problems that started at the same time:
1. battery is draining every day, even while in sleep mode - tried changing setting per Dell and it is still draining. Checked task manager and battery usage log and can't find anything there using excessive power. The battery usage summary info is also showing contradictory info - says "Screen on" time was 14 hours over last 24 hours which is not true as the laptop had been shut down over night and I only used it about an hour and a half yesterday before shutting the lid so the screen couldn't have come on the rest of the day or at night while it was powered off.
2. Trouble with shutdown - one time in the last week I went to shut down through power button icon in start menu and it would spin saying it was shutting down but then go back to the sign in screen. Got it to shut down after several tries and adjusting some power settings per Dell website info I found.
3. Some things are glitchy - trouble with my OneDrive opening and some other apps randomly have issues but then work the next time.
4. Had a message by supportassist on bootup this morning that the battery cannot be identified and therefore the device cannot be charged. Ran diagnostics through supportassist and said it couldn't detect a charging device, so plugged in laptop and ran diagnostics again and it then passed the tests and booted ok. Battery was at 80% so it wasn't a drained battery issue.
If someone could help with this, I would be most appreciative.
banjoe
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January 12th, 2024 03:11
May have found solution to this issue (at least the TPM issue seems to be resolved). Basically selected Y to the blue message at bootup. Made sure Drive C was decrypted first. See my discussion here.
Chino de Oro
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December 26th, 2023 21:28
Just be sure to have all important data backup externally. Performing a hardware reset by unplugged the device from power and disconnected the battery. Press and hold power button for at least 15 seconds. Reconnecting all power and test again.
Sometimes, you may have to evaluate the time spent for troubleshooting. A clean install of operating system can restore the device working condition in less than 3 hours of your time. It can rid of many unknown causes and improve performance at the same time.
banjoe
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December 27th, 2023 16:34
@Chino de Oro Thanks for the reply! I just read some stuff online about doing a reset. I may try that next. It was also suggested to me by my friend in IT to try reverting back to the previous BIOS version I was running before all these problems started. He also suggested to try selecting YES to the message I get at bootup and worst case scenario I have to do a Windows reinstall. Right now my time spent working through possible easy fixes is still worth it as opposed to doing a re-install of Windows OS. It would take a pro 3 hours, but for me it would take a lot longer - I don't know what I'm doing so time spent looking up how to do it and how to not lose data, lock up the computer, etc. would be a lot more. I need to use the computer regularly and can't tie up a bunch of time trying to re-install, restore files and programs, and get it back to the way I had it, etc.
Hydro1488
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February 9th, 2024 01:16
All you have to do is hit F2 when computer is starting when you get to the next screen scroll over to security and look for PPL or PPI something I forget what exactly it is but look for something that has those type of letters in the security part is will be disabled....Enable it again hit enter to save then exit... it is suppose to be enabled...your computer should then start up restart it again and that message will be gone... I had the same issue was on the phone with Dell over a 2 day period and that's all we had to do