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Windows 7: Strange Bitlocker problems system not accepting PIN


08 Jul 2013   #1

Windows 7 Ultimate X64
 
 
Strange Bitlocker problems system not accepting PIN

Dell M4500. We had to get Dell to replace the motherboard because BIOS wouldn't update. Then we were able to initialize and turn on the TPM and complete Bitlocker turning on. User set PIN, it rebooted, he logged in and then let it encrypt. He went home July 3rd and when he tried to log back in, system wouldn't take his PIN and eventually asked for the recovery key which of course he didn't have since it goes to our server.

Long weekend he came in today, we had the recovery key for him, and we got in, went to Bitlocker and reset the PIN, to the exact same PIN. Restarted, and it now takes it. Again the exact same PIN. I have read there can be issues where on startup the system(I believe it's letters not numbers) won't take what you enter the same as what you enter so you can be using the correct PIN, and be denied. That's why there's a Bitlocker Check before you encrypt. But again it wouldn't take the PIN before, and takes it now, with no other changes. We didn't update any drivers or make any changes including hardware.

The only unusual thing today was after he logged in with the recovery key, the system started up and then said it was loading USB drivers, which was his keyboard and mouse that he uses all the time at work so there should have been no need to load the drivers.

This is the 2nd user we've had this happen to, the first one, also an M4500 we were about to give up and retrieve the recovery key when for no apparent reason it suddenly took the PIN, after about 8 tries(we rebooted more than once) and me literally sitting there watching him type in the PIN to make sure it was not user error.

Is this a known issue? Does it sound like a Windows 7 Ultimate issue or a Dell issue? We have had several problems with M4500's and Bitlocker, with almost all of them I have to update the BIOS and update the Control Vault drivers before it will let me turn on TPM.

Russ Smith

My System SpecsSystem Spec
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 Strange Bitlocker problems system not accepting PIN




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