BitLocker Recovery
We now have a second computer that starts with a message that the "TPM device is not detected" and suggests hitting F1, F2, or F3 for options. We hit F1 on the first computer, and it launches into the Dell startup. On the second computer, it is asking for "BitLocker Recovery" information, which we have not been able to find for our system. What do we need to do to get it back in operation? Any help will be much appreciated !!!!!
Please contact Phil Besselievre or respond on this discussion item.
These are Dell 7450 AIO series computers with Windows 10 in the Fort Worth Texas FamilySearch Center.
Comments
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This is definitely a case where you need to be talking directly with FamilySearch Tech Support by phone. Call the main FamilySearch Support phone line during their operating hours and choose Option #5 and then #2 to speak to a support representative, and explain that you have a serious computer issue with multiple computers and need to talk directly with a tech support person. This is not an issue that is likely to be resolved here on back-and-forth text messages.
FYI, in case you're not aware of it, BitLocker is a Windows program that encrypts drives. Normally, it's never even seen by most people unless they intentionally choose to encrypt a drive. If someone somehow used it to encrypt your hard drive and you don't have the recovery key, there is nothing you can do to restore the current hard drive as it was configured prior to this issue. Again - that will be an issue to be addressed with you actually being present in the FSC at the time that you speak with the tech support person. You may need to have them set up an appointment so there's sufficient time to resolve this. And depending on your comfort level in dealing with computer issues, you may want/need to involve your stake tech support person that has responsibilities over your FSC.
-Chris
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Chris, Thanks for your response. I had planned to call Tech Support this morning, but ran out of time. I just found my notes from the problem on the first computer. I had worked with Elder Brown and Elder Bailey for about 4 hours to get it back in operation, but never did get rid of having to do F1 to get things going. Elder Richins made mention of going to the Dell site and doing the bios update from them, then the issue would be gone for good, but I was not successful in getting that done. More help on that approach would be helpful. More work for Monday. Hope you have a good week, and many more !!!! Phil
Correction. It was Elder Baker who helped me for the last of a 3-4 hour session. He had me put two monitors facing each other, so the camera on one could see what was being displayed on the other, when I could not accurately describe the information on the latter. Interesting session!!!
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We have one of our 8 computers that requires F1 to start up. Spent many hours with Elder Baker, did Dell bios update several times, re imaged, etc. At this point we consider it a mind annoyance and we just happily push F1 so it can complete the boot.
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That is what happened with our first wayward computer, and we have just been living with it. I was hoping that we could do something different with this one, but maybe not. I just need help with something, when I can get to the FSC with enough time to get help in some way.
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After a 4-hour session wih Elder Brown on Thursday afternoon, including consultation with a couple of others, we were able to get the computer running again, still with the F1 boot-up, but it is operating with updated software. I am very thankful for the assistance available to us to handle these problems !!!!!! Phil
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Phil,
I'm curious - do you have any idea how Bit Locker came to be involved in that? I would certainly hope that it wasn't intentional sabotage by someone - that seems very unlikely, but it's also very odd, at least on the surface.
--Chris
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Chris,
I am curious, too. I am pretty sure that no one had access to that computer overnight for any sabotage. When I pushed the on-switch, it did not come on as the computers usually do. I think I pushed the switch a couple of times, and it came up with the "TPM device . . . " message. Pushing F1 then came up with BitLocker message. I still wonder about Elder Richins comment about going to Dell and doing the bios update with them, but with these computers being out of warranty, that option is probably not available. We are just happy to be back in operation.
Phil
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Phil, I think you should be able to do a bios update despite being out of warranty. Out of warranty typically means they just won't support individual issues for free if something happens. We just updated the bios in both my desktop computer and my wife's laptop (both Dell) with no problem, and we're both out of warranty. Those types of things are typically available as long as the computers themselves are still being supported. It's basically the same as Windows 7 being supported until January this year - Microsoft was still putting out security updates until they ended complete support in January, even though people had purchased their Windows 7 operating system as long as 14 years ago (2009). Same concept.
And it's highly unusual for a company's bios update to go wrong if the computer is basically operating reasonably well. You should be OK. Just remember this was provided for free, and is worth every penny of it. 😁
Just my 2¢ -- Chris
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Chris, For another 2 cents, could you give me some info on how/where to contact Dell to get the bios update.
Phil
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You can go to ( dell.com/support ).
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Phil, I won't be in our FSC this week I don't believe, or I'd check this for you to make certain. However, I don't recall seeing the Dell SupportAssist (sometimes referred to as "Focus assist") app referenced above by @Quint Hurst on our FSC computers. It's on my desktop and my wife's laptop (Both fairly recent Dell computers) at home, but I just don't remember seeing it on the FSC computers. And I know I have not ever used it on the FSC computers in any case - I've relied on the update guidance from Tech Support, since I'm aware that they have the FSC computers from Dell somewhat customized in their setup, and some updates, etc., don't come through like they do with home computers. FamilySearch has customized how they're set up for various reasons. I also don't recall them referring to Dell's SupportAssist in any of our tech support meetings, nor have I seen reference to it in this forum.
So just in case the Dell SupportAssist function isn't on our FSC computers or isn't recommended for use by FamilySearch Support, I'd recommend calling Support and ask to speak to one of the techs to make sure that application won't interfere with any of the setup FamilySearch has customized for the FSC computers. But if it's there, and they say it's fine to use, it's great, and I would agree with @Quint Hurst 's recommendation.
--Chris
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We just got an answer directly from Elder Richins in the 3rd Wednesday Zoom meeting. Some of the newer computers do have the Dell SupportAssist app (also referred to as "Focus assist"), and some of the older computers do not have it. If you've got it, it's safe to use that to update your bios. If not, follow Brother Hurst's link and up date via the Dell website. Perfectly OK per Elder Richins minutes ago online.
--Chris
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Per Elder Skinner a couple of weeks ago, Dell has still not provided a BIOS update to solve this problem. He advised not updating the BIOS at this time on computers with the F1 boot issue.
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