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Keyset does not exist - TPM

Anonymous
2020-04-24T15:16:13+00:00

Windows 10 Pro

Domain Joined

Microsoft 365 Business Standard - 32-bit

A user gets the following error when opening Office apps. 

We have tried: 

Clearing the TPM chip 

Uninstalling the TPM driver in device manager

Repairing Office 

Uninstalling/re-installing Office 

Adding the reg key from this thread - https://answers.microsoft.com/en-us/msoffice/forum/all/keyset-does-not-exist-outlook-throw-an-error-if-i/4205d705-10ca-4dbf-acca-a851c45bd212

Deleting this folder - AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

Office is completely unusable. 

We have tried disabling the TPM chip but we're now getting this error 

I suspect it's due to the fact we 'allowed my organisation to manage this device' but we are unable to disconnect it as the option is greyed out

What is the official solution for removing the TPM association and re-configuring for this user.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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  1. Anonymous
    2020-05-07T16:31:17+00:00

    Dave - I think this fix might apply to your post back in 2019 about Outlook having the same error.  All these registry hacks just cause more problems and I'm not convinced are the answer.

    Here my fix - and if you are not on DELL - well it still might give you a steer:

    --

    For those that might follow....   None of this involved data loss:

    If this is a DELL machine.

    In Windows - RUN - tpm.msc.  If no TPM reported.

    Tap F2 during boot to enter BIOS - look for TPM - if there - re-enable.  Save and reboot.

    If TPM is missing from BIOS - go to support.dell.com and enter machine service tag.  Download BIOS update, run, follow prompts and allow to reboot machine.  

    On reboot - Tap F2 during boot to enter BIOS - look for TPM - if there - re-enable (or confirm it is enabled).  Save and reboot.

    --

    One other wrinkle - if the TPM doesn't reappear after a BIOS update.

    Shut machine down, Remove power cord.  Hold power button in for 60+ seconds to drain 'flea' power.  Reconnect power 

    cord and reboot.

    --

    Dell documentation is here:

    https://www.dell.com/support/article/en-us/sln305777/tpm-option-is-missing-in-the-system-bios-setup-latitude-precision-or-xps?lang=en

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  2. Anonymous
    2020-05-11T15:10:51+00:00

    Just to add our experience to the discussion.  We had a user with this issue today, as you said TPM is enabled and appears to be working and we tried clearing it.  Then we moved their hard drive to another laptop of the same model and that fixed it.  I don't know if that gives anyone any clue as to the cause but I thought I'd let you know.

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  3. Anonymous
    2020-04-30T07:30:23+00:00

    Hi Rick,

    I'll try creating a new profile and will also add this registry key - thanks for your assistance.

    Would there be any security concerns for deploying the key via GPO to prevent this from happening in the future?

    Dave

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  4. Anonymous
    2020-05-03T20:32:29+00:00

    Hello Dave,

    Modern authentication in Exchange Online enables authentication features like multi-factor authentication (MFA), smart cards, certificate-based authentication (CBA), and third-party SAML identity providers. Modern authentication is based on the Active Directory Authentication Library (ADAL) and OAuth 2.0. If the problem doesn’t happen, I wouldn’t suggest you add the key to all the users via GPO.

    Regards,

    Rick

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  5. Anonymous
    2020-04-28T06:30:09+00:00

    Hello Dave,

    Thanks for your reply. According to my research, here is the document to clear the TPM: To clear the TPM. After the PC restarts, your TPM will be automatically prepared for use by Windows 10.

    You can also use the PowerShell cmdlet Clear-Tpm to reset a TPM to its default state.

    Meanwhile, in order to narrow down the issue, may I know what if you sign in other PC using this account? And what if you create a new Windows profile on this affected PC?

    Regards,

    Rick

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