Surface Laptop 2 TPM not working

Question

Hi there!

I am currently facing a problem with my Microsoft Surface Laptop 2 that I recently got from my company. Essentially, my organization is making upgrades to their systems and transitioning to a different brand/PC and allowed for people to purchase them for their own personal use. In doing so, I proceeded without thinking and reset the Windows 10 install on the PC without clearing the TPM keys or any other security settings before doing so. My issue now is that I am trying to upgrade the laptop to Windows 11, however, without the TPM, it will not allow me to do so. I have attempted several solutions to try and fix this issue however, none of them seem to work. When entering the UEFI settings page and trying to toggle the TPM option, I am given the message "The system cannot change the TPM status, please reboot the system to try again". Is there anyway to fix this issue?

Please feel free to let me know if any other information is needed.

Thanks!

Answer 1

Hello RyzerG,

Thanks for reaching Microsoft Community. We're sorry to learn that you're having a problem enabling the TPM on your device. We'll do our best to get this sorted out for you.

May we know what version of Windows you have right now? Have you also checked TPM management console on your device? If not, please type "tpm.msc" on the search bar and hit Enter. We would like to have the screenshot of your TPM management console sent here. Otherwise, please see Troubleshoot the TPM (Windows) - Windows security | Microsoft Docs and follow it's methods that may help fixing this issue.

Hope this helps. Feel free to respond on this thread to keep us posted.

Regards,

StevenK

Answer 2

Hey there StevenK,

Thanks for your reply. To answer your questions:

• Current Windows Version: Windows 10 Pro 20H2
• I have checked the TPM management (attached screenshot)
• Additionally, I did have it come up in device manager as a recognized Security Device and as a 2.0 TPM but as soon as I tried to update to Windows 11, the device vanished again and remained gone. (So I'm guessing not hardware issue?)

I definitely appreciate your help in getting this solved. Please let me know if there are any other details needed to work this out!

Thank you,

Answer 3

Thanks for keeping us posted, and sharing this information with us, RyzerG.

Just want to confirm, is your device connected to your organization's domain? If yes, this means that some settings on your device are manage by them and this might include the TPM. It would be best to coordinate with your company's IT admin and have them enabled the TPM using the SEMM tool. Otherwise, replacement would be another option.