Error code 80090030

Question

Hi ,

I am getting below error (80090030) while accesings Microsoft office 365. May i know why this happening.

Thanks,

Shikha

[Private information has been masked by Sukie Qi MSFT]

Answer 1

Hi Shikhar2,

We appreciate that you posted back and shared the test results with us.

According to the scenario above you provided, we have also searched a lot and we found that someone encountered the similar issue and they solved the problem via going to Windows settings > Accounts > Work and School > Disconnect Business Account, then they go to Office App > File > Account > sign out > sign back in.

You can try the steps above to check if this suggestion works.

Please do let us know if that works for you, we’ll be glad to provide further help.

Best Regards,

Sukie

Answer 2

Hi shikhar2,

Thank you for providing the detailed information.

Based on your description, it seems that many users have the same problem, and this problem will disappear after restarting computer. And those users have tried disabling modern authentication and creating new user profile and uninstalling Trusted Platform Module in Device Manager, however, they didn’t work.

May I know if the scenario above is consistent with yours? If so, you can also use registry to remove all Office credentials to check if the same problem will occur:

1.      Run regeditas administrator.

2.      From Registry Editor, browse to:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity

3.      Delete the Identity folder.

4.      Open an Office application like Word and sign in with the Office 365 account.

Note: Before you modify the registry, back up the registry for restoration in case problems occur.

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 solved. Use Registry Edit at your own risk.

If the problem still persists after trying the suggestion above, to better understand your situation and narrow down this issue, could you provide the information below?

1. May I know if you encountered this error message when you signed in Office? May I know if the error message disappeared after restarting computer but this error message appeared again after signing in Office again?
2. You mentioned “the suggestions given by MS office support team”, does it mean that you have opened a ticket? If so, I want to collect ticket number with you via private message. Please click on the link below to access your private message: https://answers.microsoft.com/en-us/privatemessage/inbox.
3. May I know if those users can sign in Office.com with the account successfully?

Best regards,

Sukie

Answer 3

Hi shikhar2,

Thank you for your message in this forum.

According to the error message you provided, this issue may be related to the Trusted Platform Module, which is a part of Windows 10. You may refer to the following article for the detailed steps of updating Trusted Platform Module: Update your security processor (TPM) firmware

If the suggestion above doesn’t work, we’d suggest you create a new user profile to check if the same problem will occur.

If the problem still persists after trying all suggestions above, I want to confirm the information below:

You mentioned “while accesings Microsoft office 365”, does it mean that you cannot sign in Office clients in the Windows? If so, please go to Word > File > Account and provide the full screenshot of it.

You can also go to Office Online and sign in to check if the same problem will occur.

Best Regards,

Sukie

Answer 4

Hi shikhar2,

We appreciate that you posted back and provided the detailed information.

You mentioned “Yes once I restart my computer it works.”, does it mean that the error message the original thread provided disappeared after restarting computer?

If so, it seems that the issue now is that Outlook and Word request you enter the password. If so, this issue may be related to cache of account.

So We’d suggest you clear all old credentials for Windows, you can click the Start menu > Type Credential Manager > Under Windows Credentials, clear off all credentials underneath of Generic Credentials and then restart your computer. Then you can sign in Outlook and Word to check if the same problem will occur.

Best Regards,

Sukie

Answer 5

Hi Sukie,

Thanks for your reply.

It seems effecting couple of other users too. Once restarts it is working.

Yes it will not connected to exchange on Outlook & seems like you can see some warning yellow hazard sign on word & excel account.

We are using Dell device seems there is no options for dell to upgrade TPM without clearing the TPM. Little concerned to clear the TPM settings.

Thnaks,

Shikha