ESET Full Disk Encryption: Error with an HP computer (HP Laptop 15-dy2xxx)

[LeonelVargas96 0]

Dear ESET Support,

I have an issue when I want to encrypt the disk of this computer. I attach logs and status of ESET services.

Error: Failed to start encryption
Encryption could not be started on your computer due to an error. Please refer to the system logs for more information.

ESET services versions

efde_ais_2024-02-19.log

[Kstainton 37]

Hi @LeonelVargas96,

Thank you for sharing all the necessary information regarding your issue.

It seems there is a problem with the machines TPM and as it currently stands, cannot be used for FDE with EFDE.

I see the following error in the logs you provided:

[connector] [error] [3888] DLPCOMM_FDE_ConfigureTPM failed with error 3225157640

Which means "A TPM command failed", along with an additional error:

[connector] [critical] [3888] DLPCOMM_FDE_EnhancedCommence returned 3225157649

Which means "The required Persistant Handle is not stored in the TPM".

Are there any BIOS/TPM firmware updates available for this machine?

If not, I can only suggest they attempt encryption without using the TPM in the set policy for this particular machine.

I suspect the machine would encrypt if you do not use the TPM for encryption.

Please do let us know if you have any success with firmware updates or simply encrypting without the TPM being used.

Thank you,

Kieran Stainton

Edited February 21 by Kstainton

[LeonelVargas96 0]

Perfect, thank you very much for the answer.
I will check if there are all the necessary OS updates and come back if necessary.

Leonel Vargas

[itman 1,746]

FDE TPM settings here: https://help.eset.com/efde/en-US/req_and_supported.html?policy_encryption_options.html