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Encryption error on DELL XPS 13 9360

Michał Zaręba

Hello.

 

I'm encountering a problem, while trying to encryp Dell XPS 13 9360 with Sophos. I get to the part where I set my PIN, but after restart Bitlocker doesn't ask me for it, and when I log to my PC I get a TPM error:

Unable to obtain encryption key with bitlocker function. 
Check if the tpm module is enabled and if it is owned. 
If this computer does not have a tpm module, 
check that the USB drive is inserted and accessible.


I tried to allow it in gpedit.msc, but I still get the same message. If I use Bitlocker without installing Sophos first, it works just fine. 



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  • 0

    Hi Michal,

    It looks like the issue is with the TPM. I guess the TPM chip is not functioning properly. Please try the following :

    1. Turn off the TPM

    2. Reset it from BIOS ( Go to BIOS, clear the TPM chip)

    3. Turn it back on 

    4. Start BitLocker Manually

    Let me know if this helps resolve your query.  

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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  • 0

    Hi Michal,

    It looks like the issue is with the TPM. I guess the TPM chip is not functioning properly. Please try the following :

    1. Turn off the TPM

    2. Reset it from BIOS ( Go to BIOS, clear the TPM chip)

    3. Turn it back on 

    4. Start BitLocker Manually

    Let me know if this helps resolve your query.  

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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