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wamerrors (80090016) message

Anonymous
2020-08-06T22:57:42+00:00

After I performed an HP and Microsoft update, I keep receiving the wamerrors code (80090016) when attempting to login to my company Outlook email and Word. The Duo authentication process never proceeds. I have checked it on my phone and tablet and Duo authentication works on those devices. I have attempted to clear my TPM to no avail. Any other suggestions?

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2020-08-18T14:46:08+00:00

    Hi Brett,

    We appreciate that you posted back and shared your experience with us. We also appreciate that you spent your precious time doing those tests.

    We have read your description carefully, and it seems that only Windows has this problem, and it works fine on the other devices, and you have tried all suggestions I provided above and same problem still persists. Even you have used the internet connection to you organization, you will also get same error message.

    If my understanding is right, given the situation, we understand the inconvenience caused by it. Since the error message you encountered is related to Windows TPM, and this issue only occurs on Windows, the other devices don’t have the same problem, to narrow down this issue is related to Duo authentication, we’d suggest you contact your Office 365 admin to test with your account on one device with TPM chip and one device without TPM to check if the behaviors in different devices with different environments are same.

    At the same time, you mentioned “ would allow you remote access to my computer like at my organization's IT department with my office computer”, we’d also want to help you solve the problem via remoting, however, since we focus on forum support and only support the way of replying to the customers and communicating in the forum, if you want to solve your problem via remoting directly, the best way to deal with the situation you encountered is to contact the administrators in your organizations and open a support ticket in the Office 365 admin center via the steps in the article for further help. The support team there has the correct escalation channel and permission for this case.

    Your understanding and patience will be highly appreciated.

    Best Regards,

    Sukie

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  1. Anonymous
    2020-08-07T02:39:41+00:00

    Hi Brett,

    Thank you for querying in this forum. We understand the inconvenience caused and apologize for it. And we will try our best to help you.

    According to your description, it seems that you encountered an error message when you tried signing Outlook and Word after updating Microsoft Windows, and you have checked phone and tablet and you found Duo authentication works fine, this problem only occurs in Windows.

    May I know if my understanding is right? If so, we’d want to give you some suggestions below and hope that will help you:

    1. According to the error code you provided, we have searched a lot and we found the related error message may be related to the Trusted Platform Module, which is a part of Windows 10. We noticed that you mentioned that you have tried clearing TPM, you may refer to the following article for the detailed steps of updating Trusted Platform Module: Update your security processor (TPM) firmware
    2. You can Open Run from Start. Type “regedit” and click Enter. > In Registry Editor, locate this path: HKCU\SOFTWARE\Microsoft\Office\16.0\Common\Identity > Right click Identity key and select New > DWORD. > Type the name for this key: EnableADAL > Double click it and set the value to 0. > Restart computer. (WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be resolved. Use Registry Edit at your own risk.)
    3. You can also go to Windows settings > Accounts > Work and School > Disconnect Business Account, then they go to Office App > File > Account > sign out > sign back in.

    If the same problem still persists after trying the suggestions above, to better understand your situation, could you provide the information below?

    1. Could you go to Control Panel > Programs > Programs and Features > select the Office and provide the screenshot of Office?
    2. Could you provide the screenshot of error message?
    3. Do the other Office applications and non-Office applications have the same problem?
    4. You mentioned “After I performed an HP and Microsoft update”, does it mean that you updated Windows?

    Best Regards,

    Sukie

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  2. Anonymous
    2020-08-19T00:20:12+00:00

    Dear Sukie,

    I worked with my organization's IT department and they determined that the problem was with the Duo Authentication. We uninstalled Duo and reinstalled with a permanent passcode and that seemed to fix the issue. I am unsure of what the actual fix was, but I have access to all applications. Thank you for taking time to help me troubleshoot this problem.

    Best regards,

    Brett

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  3. Anonymous
    2020-08-19T06:32:10+00:00

    Hi Brett,

    Thank you for posting back and shared your result with us.

    Based on your description, it seems that you have solved the problem. If so, we're glad to hear that.

    And if you have any other questions, you can also post back and we will try our best to help you.

    Best Regards,

    Sukie

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  4. Anonymous
    2020-08-10T09:16:23+00:00

    Hi Brett,

    May I know if you have seen my reply? May I know if you still need help? If so, you can post back and we will try our best to help you.

    Best Regards,

    Sukie

    2 people found this answer helpful.
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