XPS 13 9380, TPM not found on boot

Question

hi guys I have the above dell XPS 13 9380 laptop and all of a sudden im getting a TPM not found on boot any ideas what I can try to solve this ? thanks

DELL-Daniel V · Accepted Answer

@jasongoldworthy​ If the TPM option is fully missing within the BIOS, then this could indeed be a motherboard failure. Feel free to refer to the following video and article for additional details on it. How to Troubleshoot TPM Article TPM Video I'd start off with a hard reset first: Shutdown the unit Disconnect the battery cable Hold down the power button for 10 seconds Reseat the battery cable Connect the AC adapter and power the system on to test for the issue Should this not bring it back, then you'll want to flash the TPM with the steps listed in the above article. If still unresolved, then the TPM chip would seem to have failed requiring a replacement board. If out of warranty, see this link here for repair options.

Tesla1856 · Answer

Is it causing a problem (like now your login PIN or FingerPrint doesn't work)?

I would check your BIOS and be sure it is still Enabled. And generally, Intel-AMT and Intel-TXT should be left off because they are not compatible with Intel-PTT or dedicated TPM-2.0.

If this is a corporate managed laptop, you should instead setup a meeting with your IT-Dept.

Printer Tales · Answer

That usually happens when TPM gets disabled or glitches in BIOS, not a hardware failure.

Go into BIOS, check TPM is enabled (sometimes called PTT), and try a BIOS reset/update, this often brings it back 👍

jasongoldworthy · Answer

@Tesla1856​ hi thanks for the response after looking in the bios i cant even find the option for it anymore can you see what im missing if i attach 2 images ?

jasongoldworthy · Answer

@Printer Tales​ i cant find the option for it in the bios. ive tried a reset and update of the bios but its still missing.

jasongoldworthy · Answer

This is what I get on power on

jasongoldworthy · Answer

And this is what I see in my bios  under security

jasongoldworthy · Answer

@Tesla1856​ and yes both fingerprint and neither did my pin. also windows hello dont work either.

Tesla1856 · Answer

Looks like (Intel) PTT-Security is missing.

https://www.dell.com/support/manuals/en-us/xps-13-9380-laptop/xps-13-9380-service-manual/system-setup-options?guid=guid-59511486-0c55-4cfc-be8c-f4e53d76cf6f&lang=en-us

What BIOS-Firmware version are you running?

Did something happen to this laptop recently?

And sorry to ask ... but you're sure it is yours, not Computrace Lo-Jacked, not part of corporate domain, etc?

jasongoldworthy · Answer

@Tesla1856​ hi thanks for the reply its on bios version 1.26.0 I did try to roll the bios back but it wouldn't. all I know is that it was ok and I had seen it needed a bios update completed that and now can't get TPM 2.0 back on. ive also noticed a few other options are missing from the bios do you think its a logic board issue ?

Tesla1856 · Answer

@jasongoldworthy​ , 0. its on bios version 1.26.0 I did try to roll the bios back but it wouldn't. 1. all I know is that it was ok 2. and I had seen it needed a bios update completed that 3. and now can't get TPM 2.0 back on. ive also noticed a few other options are missing from the bios 4. do you think its a logic board issue ? 0. Acknowledged.   1. Acknowledged. Seems to me the current malfunction is linked to this recent BIOS upgrade. 2. Sounds like you might have your BIOS's UEFI/EFI Capsule-Updates Enabled and it came down through Windows-Update. Once it gets written to the UEFI application queue, you can't really stop it (AFAIK). 4. Well it is ... in the fact that the BIOS-Firmware is integral to the motherboard (and it's reportedly not letting you down-grade/back-flash). 3. Acknowledged. It would not be the first time features or micro-code were removed from a BIOS. Hard to say if this was a bad-flashing or by-design. Seems like a fairly specific change to me, but who knows. We might know more if other owners report-in with similar or differing end-results. So, what version of Windows are you running? Does it still Post, Boot, Login, and work? How is the new lack of TPM affecting your use of the laptop?

jasongoldworthy · Answer

hi thanks for the reply its made no difference trying to update the firmware for the TPM chip its as if its no longer there. i think the logic board has the issue since the bios updated

jasongoldworthy · Answer

@henrycavil​ in this case it wasn’t disabled in the bios. And the option didn’t exist.  I had tried several bios resets and no go. It was still not there. In fact the dell was looking for it on every boot. And it was still missing. so only option was to source a replacement motherboard. And then I had to settle for an i5 not an i7 with 16GB of ram. silly computers I tell you. It made no sense why it just went wrong.

Maxd1 · Answer

That's why many say don't initiate a BIOS upgrade unless it's totally needed for a specific purpose. And do what you can to block a Windows Update download/install of a new bios. The BIOS Capsule disabling is the primary way to accomplish that. The next being disabling the driver installs from MS using the Group Policy Editor (available to all).

btw, Did you do the new driver installs strongly suggested before the attempted BIOS install ? I'm assuming you ran the BIOS executable naked, ie from Windows. I use the F12 method without issue.

Tesla1856 · Answer

@jasongoldworthy​ ,   1. so only option was to source a replacement motherboard. And then I had to settle for an i5 not an i7 with 16GB of ram. 2. silly computers I tell you. It made no sense why it just went wrong. 2. Well, there is usually a reason. I think finding it is sometimes the mysterious part. 1. If you think to, let us know how it turns-out in the end. I think we would be interested in hearing the Windows version and BIOS-Firmware you decided to run-on when you call it done-and-working.

XPS

XPS 13 9380, TPM not found on boot

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