Question TPM disabled while playing valorant

May 15, 2022
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so i was just playing valorant on my laptop and i accidentally press the sleep button but when i tried to login back with my fingerprint again it's just not working. When i checked the event viewer on my windows 11 i found something weird

The device driver for the Trusted Platform Module (TPM) encountered a non-recoverable error in the TPM hardware, which prevents TPM services (such as data encryption) from being used. For further help, please contact the computer manufacturer.
Event ID:14

I need to restart the laptop then it started working again
 

Colif

Win 11 Master
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Jun 12, 2015
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okay, so here is the driver site for laptop but really, its only half the picture, as I don't know what drivers you have now.
https://www.acer.com/ac/en/AU/content/support-product/8933?b=1
I would download chipset driver version 2.15.15.535
if its anything like X570, there is a driver called amdpsp.sys that is related to the functioning of the ftpm . It is probably part of the chipset driver pack.

I suspect its what you need.

curious, what it the event id of the TPM notice? see if I can find it elsewhere.
https://docs.microsoft.com/en-us/troubleshoot/windows-client/windows-security/tpm-device-driver-error-log
I don't suppose you use bitlocker?

Updating windows can help
 
Last edited:
May 15, 2022
17
0
10
0
okay, so here is the driver site for laptop but really, its only half the picture, as I don't know what drivers you have now.
https://www.acer.com/ac/en/AU/content/support-product/8933?b=1
I would download chipset driver version 2.15.15.535
if its anything like X570, there is a driver called amdpsp.sys that is related to the functioning of the ftpm . It is probably part of the chipset driver pack.

I suspect its what you need.

curious, what it the event id of the TPM notice? see if I can find it elsewhere.
https://docs.microsoft.com/en-us/troubleshoot/windows-client/windows-security/tpm-device-driver-error-log
I don't suppose you use bitlocker?

Updating windows can help
I don't use bitlocker, my windows has no update also already installed that driver version
The event id was 14
 

Colif

Win 11 Master
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Jun 12, 2015
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The only fixes for that seem to be update windows or update BIOS.
https://www.thewindowsclub.com/fix-event-id-14-and-17-tpm-command-failure

can you search for the system information application
Can you tell me what BIOS version you are on?
it shows next to BIOS Version/Date header, its right under the CPU description

the newest is 1.04

which version of win 11?
right click start
choose run...
type winver and press enter
current is 22000.795
 
May 15, 2022
17
0
10
0
The only fixes for that seem to be update windows or update BIOS.
https://www.thewindowsclub.com/fix-event-id-14-and-17-tpm-command-failure

can you search for the system information application
Can you tell me what BIOS version you are on?
it shows next to BIOS Version/Date header, its right under the CPU description

the newest is 1.04

which version of win 11?
right click start
choose run...
type winver and press enter
current is 22000.795
i have that version also i wanna ask there is my user name there but under there it's written org name is it supposed to be like that? also i have the newest bios version
 
May 15, 2022
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do you mean in winver?
i have my name on there but no org name? Could be because its a laptop. I am guessing.

So is the problem with tpm still happening?
Yes it is still happening is it because the game? Or i need to install the newest chipset driver from ryzen website
 

Colif

Win 11 Master
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Jun 12, 2015
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Or i need to install the newest chipset driver from ryzen website
The problem there is its a laptop and AMD don't appear to host chipset drivers for those (I am not entirely sure what chipset laptops have). You should get the update from Acer.

for instance
okay, so here is the driver site for laptop but really, its only half the picture, as I don't know what drivers you have now.
https://www.acer.com/ac/en/AU/content/support-product/8933?b=1
I would download chipset driver version 2.15.15.535 from the link above
try that and see if it fixes it.
 
May 15, 2022
17
0
10
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The problem there is its a laptop and AMD don't appear to host chipset drivers for those (I am not entirely sure what chipset laptops have). You should get the update from Acer.

for instance

try that and see if it fixes it.
I've tried that but the installation failed it's said i have the current driver already
 

Colif

Win 11 Master
Moderator
Jun 12, 2015
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OKay, so bios/drivers & WIndows version are current.

right click start
choose WIndows Terminal (Admin)
if it doesn't open as Powershell, choose the drop down arrow in title screen and select it
copy/paste this command into window:

Repair-WindowsImage -Online -RestoreHealth

and press enter

Then type SFC /scannow

and press enter


Restart PC if SFC fixes any files as some fixes require a restart to be implemented

First command repairs the files SFC uses to clean files, and SFC fixes system files

SFC = System File Checker. First command runs DISM - https://docs.microsoft.com/en-us/windows-hardware/manufacture/desktop/what-is-dism?view=windows-11


Just wondering if its windows.
 
May 15, 2022
17
0
10
0
OKay, so bios/drivers & WIndows version are current.

right click start
choose WIndows Terminal (Admin)
if it doesn't open as Powershell, choose the drop down arrow in title screen and select it
copy/paste this command into window:

Repair-WindowsImage -Online -RestoreHealth

and press enter

Then type SFC /scannow

and press enter


Restart PC if SFC fixes any files as some fixes require a restart to be implemented

First command repairs the files SFC uses to clean files, and SFC fixes system files

SFC = System File Checker. First command runs DISM - https://docs.microsoft.com/en-us/windows-hardware/manufacture/desktop/what-is-dism?view=windows-11


Just wondering if its windows.
I've did it but it's said there's no problem whatsoever
 
May 15, 2022
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I think asking Acer might be the way forward, or perhaps someone there can point in right direction.

its either Acer, AMD or Microsoft. You sort of stuck in the middle.
hello im back here i've tried contacted amd, microsoft, and acer they didn't give me any fixable option they did told me to try clear my tpm. Does clear tpm erases all of my data?
 

Colif

Win 11 Master
Moderator
Jun 12, 2015
58,340
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Clearing the TPM can result in data loss. To protect against such loss, review the following precautions:
  • Clearing the TPM causes you to lose all created keys associated with the TPM, and data protected by those keys, such as a virtual smart card or a sign in PIN. Make sure that you have a backup and recovery method for any data that is protected or encrypted by the TPM.
if you use bitlocker, it could be more complicated.
I think it just protects your PIN if you use one to logon. I feel if you know your PIN that is enough backup for it.
I think all your other data not stored on the TPM itself should be safe.
Backups are always good regardless. Just in case.

To clear the TPM
  1. Open the Windows Defender Security Center app.
  2. Select Device security.
  3. Select Security processor details.
  4. Select Security processor troubleshooting.
  5. Select Clear TPM.
  6. You will be prompted to restart the computer. During the restart, you might be prompted by the UEFI to press a button to confirm that you wish to clear the TPM.
  7. After the PC restarts, your TPM will be automatically prepared for use by Windows.
https://docs.microsoft.com/en-us/windows/security/information-protection/tpm/initialize-and-configure-ownership-of-the-tpm#clear-all-the-keys-from-the-tpm

I didn't know you could do it from inside windows.
it doesn't remove the windows license. Its mostly for encrypted keys.
i don't see anyway to backup your pin
 
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so i was just playing valorant on my laptop and i accidentally press the sleep button but when i tried to login back with my fingerprint again it's just not working. When i checked the event viewer on my windows 11 i found something weird

The device driver for the Trusted Platform Module (TPM) encountered a non-recoverable error in the TPM hardware, which prevents TPM services (such as data encryption) from being used. For further help, please contact the computer manufacturer.
Event ID:14

I need to restart the laptop then it started working again
There's fTPM 2.0 (AMD) Intel also has a chipset version of TPM, and then there are TPM modules themselves. When booting up from a sleep state, the TPM modules go through an init process as powered is applied. If they are not ready when the data is requested, you are @#$@#. This should be fixed in a firmware update.
 

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