I'm experiencing a recurring problem that affects about 5% of our laptop fleet, where the TPM module gets uninstalled. This has become quite a hassle because without the TPM, our staff can't use Windows Hello for Business. While it's not a huge issue for most users, it poses a major inconvenience for the small number of employees in rural areas, who can't get back online to fix it without traveling to a location with internet access. Restarting the devices—up to five times—seems to be the only fix, assuming there's internet connectivity available. The login password works fine, but without the TPM, users are locked out from accessing any M365 resources. My fleet mainly consists of Lenovo ThinkBooks (98%) and ThinkPads (2%), primarily with AMD 5500 and 7535 processors. We are on Autopatch 25H2 with automatic driver updates across all devices. I set up RMM to monitor this issue, and thankfully, my data shows it's not very frequent. I haven't found any TPM-related errors in the event logs, but I suspect the root cause might be related to a driver update or the power state. Does anyone have suggestions on how to better track this issue or apply a permanent fix?
1 Answer
I've had the same issue with various Lenovo models like the L15 and L16. The only consistent solution I’ve seen is to replace the motherboard, which Lenovo’s Premier Support has been good about handling whenever I've called them. Really frustrating, but it seems to be the only fix.
Thanks for the insight! We do have Premier Support too, but we actually tried replacing the motherboard for one user and it didn't help. We ended up getting them a new device, which has now run into the same TPM issue. It's baffling!