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

Greetings Bernard,

We are glad that your issue has been answered.

Could you please help to vote with feedback for the Above reply, this will help others who had same issue. Thank you so much. 

If any further support needed, please feel free to contact us again. We will be here to support. Thanks so much for your time.

Thanks for your understanding and cooperation!

Happy New year to you

Have a nice day!

Sincerely,

Inema | Microsoft Community Moderator

Answer 3

sorry !!!

I just logged out of teams and then back in and now teams also seems to work fine

thanks every so much for all your help and time, Inema, it was so appreciated, I was very stressed with a non functioing laptop and very close to just buying a new one

have a great rest of your day

all the best

Bernard

Answer 4

Hi Inema

thanks evey so much . .that oes seem to have fixed nearly everything. I am very relieved.

thanks so much for your prompt help

I was holding back from messaging in case something went wrng again.

the only think is I just trie to have a teams meeting and couldn't unmute.

and when I tried to have a test call (via devices on teams) it won't let me

I get this screen

which then disappears and I get this - hopefully this is something easy to fix - thanks every so much for your help so far

Answer 5

thanks , Inema

I am trying to work through the info you kindly sent.

I've not shared it yet with our IT. Its possible they tried some of the steps you suggest and they finally said they thought it was a faulty chip (which is possible - I'll like to know for sure though)

I see to already be discontnue frm windows credientials as I have no drop down box - it loks like I have n credientials to remove

Sorry I am stuck on the registry key part. I have expanded and looked at all the subfolders under identity and identities has some rows with email addresses. I see it gives only my personal hotmail email address though not my company one - is that the problem ? should my company one be there ? or do I delete the folder even though it only has my personal email adress there ?

many thanks for al lyour help

best wishes

Bernard