Error code 80090016 Trusted Platform Module has malfunctioned.

Question

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!

Answer 1

Hello Eric,

Thank you for your description and screenshot.

Here’s mine:

 

I added one free Microsoft personal account to Mail app, and then add 3 Exchange accounts to Outlook desktop app. Therefore, from your screenshot, I think that the above one is the account you added to Mail app, the bottom 2 are that you added to Outlook app. Please feel free to correct me if I misunderstood anything.

If you want to remove an account, it’s highly recommended to remove it directly from the app it was original added. You can open Outlook, and temporarily remove the account and test it.

From the error literally, it’s related to Windows OS Trusted Platform Module, you can check whether TMP works correctly via clear TPM (please note that it will reset security processor to back to default settings): https://support.microsoft.com/en-us/help/4096339/windows-10-device-protection-in-windows-defender-security-center#clearTPM. You may then also try to turn TPM off via: Press Windows Key + R to open the Run window -> type tpm.msc in the box and press Enter -> Click the Action panel, select Turn TPM Off (if there's this option) -> after done, restart Windows to test issue again. You can later turn it on.

Besides, for Outlook, you can use Office 365 SaRA tool to fix the issue: About the Microsoft Support and Recovery Assistant.

 

If the option (I need help setting up my Office 365 email in Outlook) doesn’t work, try to perform inspection by following this article: How to scan Outlook by using the Microsoft Support and Recovery Assistant.

If there’s any update, welcome back and share with us.

Best Regards,

Anna

Answer 2

Hello Eric,

We haven't heard back from you, if you have any update, welcome back and share with us.

Best Regards,

Anna

Answer 3

I had the same 80090016 etc. issue.  I followed the solution below. Deleting the Contents of Ngc Folder didn't do it.  I wasn't able to rename the "C:\users$dir\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy" folder, but I deleted everything in it that I had permission to.  Then I was able to sign in and add my account to the desktop version. I was also able to activate my Office 365 ProPlus after this too.

https://social.technet.microsoft.com/Forums/en-US/a3cb96e0-2216-4e65-805f-9d1e7594890c/outlook-365-trusted-platform-module-error-code-80090016?forum=outlook

Answer 4

Hi Anna,

Thank you for your reply. Unfortunately, it didn't work.  I used the recovery assistant and it created a new outlook profile. I wanted another Office 365 email added with my other 2. With the new profile, it creates a lot of extra steps to check that email.  When I tried to manually add the email again, I got the same error.

Another part of my question is about the "Work or school account" that was created.  I'm getting this annoying pop up asking me to log into my "Work or school account" and it keeps coming back even after putting in the password.

Do you know what will happen when I remove my “work account” and leave my Microsoft account?

Answer 5

Hello Eric,

Thank you for your response. Outlook is just a Mail client that let customer connecting to remote mail service more easily. If you remove your school and work account (make sure that all data are synced to server ), nothing special will happen, except for you can’t access mail service from local client and emails items will not there either.

Office 365 Business account is one type of Work accounts which is often assigned and managed by Office 365 tenant admin. If you keep receiving password prompt, please make sure there isn’t any change made by admin. Then try to clear Windows Credential Manager to clean-up all office and adal related credential caches. SaRA also have an option “Outlook keeps asking for my password” (although the scenario may different, but you can still try it, its general steps are clear credential caches, safe mode, Outlook profile checking and so on ).

For the original error message about TPM, TPM is a hardware component which provides hard-ware-based security functions for users and device secrets. I think you may check updates for Windows OS, make sure the version is up-to-date. If there’s any third-party anti-virus, please temporarily disable it. If convenient, try to create a new Windows Profile and check if issue persists.

If any update, welcome back and share with us.

Best Regards,

Anna