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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06274533

Version: 2

HP Business Notebooks, Desktops and Workstation PCs - Error 'PIN Verification Failed' Is Displayed After Resetting the PC

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 26-Mar-2019

Last updated : 26-Mar-2019

DESCRIPTION

The HP Sure Run software stops functioning and displays the following an error:

HP Client Security

PIN verification failed. Critical HP Sure Run configuration data has been cleared due to system changes. You need to reconfigure HP Sure Run.

The issue occurs after resetting the PC and launching HP Sure Run from HP Client Security Manager. This is caused by the Trusted Platform Module (TPM) being cleared when resetting the PC.

CAUTION: During the Reset My PC process, DO NOT press F1, when prompted, to clear the computer's TPM (Trusted Platform Module) on the Tpm Ppi screen.

SCOPE

The information in this document applies to the following:

Configuration:

HP Sure Run (Enabled)

Computers:

HP Elite x2 1013 G3 Tablet
HP EliteBook x360 830 G5 Notebook PC
HP EliteBook x360 830 G6 Notebook PC
HP EliteBook x360 1030 G3 Notebook PC
HP EliteBook x360 1040 G5 Notebook PC
HP EliteBook 1050 G1 Notebook PC
HP EliteBook 735 G5 Notebook PC
HP EliteBook 745 G5 Notebook PC
HP EliteBook 750 G5 Notebook PC
HP EliteBook 830 G5 Notebook PC
HP EliteBook 830 G6 Notebook PC
HP EliteBook 836 G5 Notebook PC
HP EliteBook 836 G6 Notebook PC
HP EliteBook 840 G5 Notebook PC
HP EliteBook 840 G6 Notebook PC
HP EliteBook 840r G4 Notebook PC
HP EliteBook 840 G5 Notebook PC
HP EliteBook 840 G5 HC Notebook PC
HP EliteBook 846 G6 Notebook PC
HP EliteBook 850 G5 Notebook PC
HP EliteBook 850 G6 Notebook PC
HP EliteDesk 705 G4 Mini Desktop PC
HP EliteDesk 800 G4 Mini Desktop PC
HP EliteDesk 800 G4 Small Form Factor Business PC
HP EliteDesk 800 G4 Tower Business PC
HP EliteOne 800 G4 All-in-One Business PC
HP EliteOne 800 G4 23.8 Healthcare Edition All-in-One Business PC
HP EliteOne 1000 G2 AiO PC Series
HP ZBook 14u G5 Mobile Workstation
HP ZBook 15u G5 Mobile Workstation
HP ZBook 17 G5 Mobile Workstation
HP ZBook Studio G5 Mobile Workstation
HP ZBook Studio x360 G5 Convertible Workstation
HP Engage Flex Pro Retail System
HP Engage Flex Pro-C Retail System

Operating Systems:

Microsoft Windows 10 RS5 (Version 1809)
Microsoft Windows 10 RS4 (Version 1803)

RESOLUTION

Recovering

If the issue has already occurred (TPM cleared), recover as follows:

Start or restart the computer.
Press F10 during startup to enter the Computer Setup utility (F10 Setup).
Click the Security tab.
Click on Secure Platform Management (SPM).
Click the link Unprovision SPM.
Save changes.
Boot into Windows, launch HP Client Security Manager, and re-enable HP Sure Run.

Preventing the issue

Prevent the issue by pressing F2 to reject when prompted to reset the TPM on the Tpm Ppi screen.

Figure 2. Press F2 to NOT reset the TPM

Hardware platforms affected : HP Elite x2 1013 G3 Tablet, HP EliteBook 1050 G1 Notebook PC, HP EliteBook 735 G5 Notebook PC, HP EliteBook 836 G6 Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840r G4 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP EliteDesk 705 35W G4 Desktop Mini PC, HP EliteDesk 705 G4 Microtower PC, HP EliteDesk 705 G4 Small Form Factor PC, HP EliteDesk 800 65W G4 Desktop Mini PC, HP EliteDesk 800 G4 Small Form Factor PC, HP EliteDesk 800 G4 Tower PC, HP EliteOne 1000 G2 23.8-in All-in-One Business PC, HP EliteOne 800 G4 23.8-inch Non-Touch GPU All-in-One PC, HP EliteOne 800 G4 23.8-inch Touch All-in-One PC, HP EliteOne 800 G4 23.8-inch Touch GPU All-in-One PC, HP Engage Flex Pro Retail System, HP Engage Flex Pro-C Retail System, HP ZBook 15 G5 Mobile Workstation, HP ZBook 17 G5 Base Model Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06274533

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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