Error code 80090016 Trusted Platform Module has malfunctioned.

Anonymous
2020-03-03T17:45:17+00:00

When I try to add a new Office 365 email to my outlook I get the error below.   I think it's because of my "Work or school account" which I want to remove. I'm not sure how my email was signed up for this second account. I set up this computer for home use only, I won't be using any of the Microsoft Azure features. 

My question is, what will happen when I remove my “work account” and leave my Microsoft account?  Everything is backed up on Onedrive, I just don’t know what to expect because when I went to remove it, it warned me about losing data and settings.

Any help would be appreciated. Thank you!

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2020-11-03T09:40:06+00:00

    I'm having the same problem and have lost days of my life trying to sort it, are Microsoft fixing it ?

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  2. Anonymous
    2020-11-03T13:18:07+00:00

    So as an update to my last post... 

    I had already cleared Credential Manager & cleared the TPM which resolved the issue until the laptop restarted. 

    The AAD Broker Plugin fix didn't work for me sadly.  Tried the following regkeys that I found during my searches into this issue but none of them worked;

    HKEY_LOCAL_MACHINE\Software\Microsoft\Cryptography\Protect\Providers\df9d8cd0-1501-11d1-8c7a-00c04fc297eb ProtectionPolicy =1

    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity DisableAADWAM=1

    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity DisableADALatopWAMOverride=1

    I tried them each individually and restarted between each one, but no joy.

    I checked the HP Update Assistant and all updates from there were already applied.

    I then applied the latest Windows Updates which were

    KB4580364 - Cumulative update

    Connexant Audio

    I also did a search for optional Windows Updates and there was a HP firmware one (I didn't note the name of this update to put it on here I'm afraid) so I decided to apply that one too because I'm convinced it's the TPM chip on these HPs that are not compatible with 2004 in my case. 

    After a restart, Outlook, OneDrive & all other office apps logged straight in as expected.  The user needed to get onto their machine after letting me work on it for so long, so I didn't get to test restarting again to see if I could 'break it' again! So I'm waiting to hear back from them tomorrow, but fingers crossed this has fixed it - it's certainly the best it's been since 2004 was applied.

    I really hope MS admit this is a widespread issue & get to the bottom of this one ASAP and publish a proper fix.  Good luck everyone (I might be back tomorrow of course!)

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  3. Anonymous
    2020-11-11T01:37:30+00:00

    I have this exact same issue. 

    I have been on the phone lines with Microsoft for weeks now. They have no clue what they are doing. I've discussed this with a few representatives and they are clueless. 

    I'm a small business and of all the service providers I work with Microsoft has by far been the worst experience. I would have never guessed that.  This has taken days of my life troubleshooting with little help from Microsoft.   As a small business owner, I'll carry experiences like this with me as I move along. 

    Working with the employees I dont get the sense they care much. It feels like they are just trying to run out the shot clock to where someone needs to scrap their computer and move on.  

    As of today, I've never been more disgusted by a company that I am with Microsoft. Truly as shame this exists and they have no solutions. Literally leaving people and businesses to drown.

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  4. Anonymous
    2020-11-15T11:50:10+00:00

    Well I first tried clearing the TPM cache using the below:

    https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-vista/cc749022(v=ws.10)?redirectedfrom=MSDN

    It did not fix this issue

    Then along came the Win10 v20H2 upgrade.  With hope and anticipation I installed the upgrade.

    Alas, it too did not fix this issue.

    Due to the pandemic all the MS stores are closed and telephone support is not responsive.

    In the meantime, I continue repeat my login ritual almost daily and hope that someday soon MS will effectively address this issue with a patch release.

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  5. Anonymous
    2020-11-15T13:21:35+00:00

    OK, I devoted some more time to this issue this morning.  And, viola I was able to correct the issue.  Here were my steps:

    1. I deleted all my work / school MS accounts;
    2. I cleared the TPM using the instructions here;

     https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-vista/cc749022(v=ws.10)?redirectedfrom=MSDN

    1. I added my work / school MS accounts at Settings/Accounts/Access Work or School; and,
    2. Set up PIN at Settings / Accounts / Sign-in Options

    To confirm correction I rebooted twice needing only my PIN to log in and confirmed both my personal and work/school accounts were logged on.  Then I shut down, waited ~20 minutes and turned the computer back on.  I was able to log in with only my PIN and all accounts were available without further login trauma!

    Hope this works for others.  Fingers crossed.

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