problem with office : "trusted platform module" code 80090016

Question

Dear List

I have problems with my office products that I use for work.

They worked fine until a few days ago.

First my outlook stopped updating (it had a pane saying it couldn't connect and needed a password but no option to enter one.

My company IT has tried to fix it by reinstalling office, largely by signing me out of office, but now its worse. I can't sign into products via my company email.

I get an error "Your computer's Trusted Platform Module has malfunctioned .. error code 80090016" so Word and other office products now say "they are unlicensed"

I can only use teams and outlook via the browser and they are very slow.

My IT help says I have a chip problem I need to get fixed but I'm not certain what it is. They only give limited help as I use my own laptop for work.

I'm not very knwoledgeable on computers

many thanks for any advice

Answer 1

Greetings Bernard,

Hope you are doing well!

Once again thanks for detailed information, no, do not delete your personal email address. kindly open any office apps and try to sign in again check if it makes any difference.

If the Issue persist, kindly provide the screenshot of error you are getting (please hide your information) and at the same time Kindly contact the IT admins in your organization they will help you to perform the troubleshooting which are mentioned in above article because can only be performed by a Microsoft 365 admin.

Please feel free to let us know how it goes, I will keep assisting you based on the information you provide. We sincerely appreciate your patience and cooperation.

Thanks for your precious time.

Have a nice day!

Best regards,

Inema | Microsoft Community Moderator

Answer 2

sorry, Inema, did you need me to try and log into my email via another computer,

I'm not sure how easy it wil be to get office/outlook set up on a different computer,

I'd have thought if I did I'd be able to login given I have a valid email and signon to office with my employer.

I can get email via the web

many thanks again

best wishes

Bernard

Answer 3

Dear Bernard_66,

Hope you are doing well!

Thanks for providing detailed information and screenshoot. May I confirm that your outlook is still installed? if so, kindly perform below methods check it will make any difference:

• kindly try to disconnect account from Work access or School:

1. Click On Windows Start Menu
2. Settings
3. Accounts
4. Work Access or School
5. Select the account and click on Disconnect

• In addition, please try to clear credentials

1. Open Control Panel > Credential Manager.
2. Select Windows Credentials
3. Remove all Windows credentials listed for Office16 by selecting the drop-down arrow and remove. (Remove credentials related to the account you want to add)

• what's more, try to remove the account from Registry key

1. On your keyboard press Windows Key +R(Or Click on Windows Start Menu and Search Run)
2. Type Regedit
3. Navigate to this path: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
4. Expand Identities folder
5. Select on each folder and check which folder shows the email address of the account you want to add
6. After locating the folder, please right click on it and delete

Note: Before performing this close all office apps After that, open any office apps and try to sign in again.

For that error you are getting while you try to sign in in your company email you may refer to below article and thread

• Microsoft 365 Apps activation error Trusted Platform Module malfunctioned - Office | Microsoft Learn
• Error : "Something went wrong" - Trusted Platform Module - Microsoft Community

Note: Kindly contact the IT admins in your organization they will help you to perform the mentioned troubleshooting because can only be performed by a Microsoft 365 admin.

Please feel free to let us know how it goes, I will keep assisting you based on the information you provide. We sincerely appreciate your patience and cooperation.

Thanks for your precious time.

Happy new year! 

Best regards,

Inema | Microsoft Community Moderator

Answer 4

Dear Inema, thank you for your time and prompt response and help,

here is the screenshot of my issue with outlook (this was my original issue - now I have that and other issues with teams and word etc :( )

when I click on need password it used to say "trying to connect" and then revert ot need password

Now when I click on it it gives this

this is my version of office

I'm afraid I've to log onto my email from another computer - I suppose I cna try and install my company version of office onto another of our laptops but they are computers my family uses and already have office on them, would that confuse things

many thanks for your help

best wishes

Answer 5

Dear Bernard_66,

Good day!

Thank you for posting to Microsoft Community. We are glad to assist.

Based on your post regarding with "problem with office: "trusted platform module" code 80090016".in order to further understand your scenario, would you mind offering me below information?

• Would you mind to kindly provide the screenshot of error you are getting in outlook client pane? (Please hide your information))
• Would you mind to kindly provide the screenshot of the error that you are getting while you try to sign in in your company email? (Please hide your information)
• May I confirm that you face same situation when you try to sign in in your company email with different computer?
• May I know the outlook version are you using? Go to File--> Office Account-->About Outlook

This requested information will help us to narrow down the scenario and find the right troubleshooting.

We are looking forward to your response.

Thanks for your precious time.

Happy new year! 

Best regards,

Inema | Microsoft Community Moderator