Your Computer's Trusted Module Platform has Malfunctioned

Question

I work for a small business. We were set up with Microsoft 365 accounts. I did an update on my laptop and was logged out of everything. Driver errors and a bunch of other things. I restored my computer to a restore point just prior to the update. After that I get the trusted platform error everytime I try to log in. I have managed to sign in to a few things, such as outlook but none of the apps will let me sign in and most importantly, One Drive. I am at loss. We don't have an IT person or Admin so I don't know what to do....

Appreciate any help or guidance

Answer 1

Dear Mitch Crane,

Good day!!

Apologies for the inconvenience caused and please don’t worry, let’s work together on your concern and move towards a resolution path.

I understand your concern and it seems the problem started to happen after restoring your computer to a point just prior to the update, since you are having issues with Office apps and OneDrive sync client, please follow the below steps and check the outcome:

For Office apps:

Method 1: Try to reset the Office apps activation state and reactivate the Office apps to check the outcome. Reference: Reset activation state for Microsoft 365 Apps for enterprise - Microsoft 365 Apps | Microsoft Learn (Method: Use scripts to automate the cleanup process)

After resetting, restart your device and open the Office apps to sign-in.

If still the same problem persists, please download and install the Microsoft SARA tool for troubleshooting the sign-in issue of the Office apps: About the Microsoft Support and Recovery Assistant - Microsoft Support

For OneDrive Sync client app:

Step 1: Click on the OneDrive icon in the task bar> Help & Settings> Settings> Account> Make sure to unlink any Office 365 account connected to OneDrive sync including personal OneDrive. (If there is no account linked to OneDrive sync client, please continue with Step 2).

Step 2: Quit OneDrive sync client> Uninstall the OneDrive sync client (Turn off, disable, or uninstall OneDrive - Microsoft Support)

Step 3: Open the File Explorer> C drive> Users> Folder with the user profile having the problem> AppData> Local> OneDrive> Move the Cache folder to Desktop> Go back to Local folder path> Go to Microsoft folder> OneDrive> Move the complete folders to Desktop location.

Step 4: Go to the Control Panel> User Accounts> Credential Manager> Windows Credentials> Remove/Delete identities related to OneDrive.

Step 5: Restart the PC> Install the OneDrive sync client (OneDrive release notes - Microsoft Support – download and install the latest Production version)> Setup the user account on the OneDrive sync client> Check the behavior.

If none of them fixed issue, can you please create a new user account on the problematic device and check whether you are able to sign into the Office apps and OneDrive sync client? Reference: Create a local user or administrator account in Windows - Microsoft Support

Appreciate your patience and understanding. Have a great day!!

Best Regards,

Sophia

Answer 2

Dear Mitch Crane

Good day! Thank you for posting to Microsoft Community. We are happy to help you.

I’m sorry you’re having a problem and for the situation you encountered, we deeply understand the inconvenience caused and apologize for it.

As per your description, we may need more time to test it from our side, I request you, if possible, could you please allow me some time and I will update you here ASAP.

Appreciate your patience and understanding and thank you for your time and cooperation.

Sincerely,

Stacey