Error connection?

Question

Hi,

Office 365 account keeps prompting for the password. After entering it, an error pops up "Your computer's Trusted Platform Module has malfunctioned. If this error persists, contact your system administrator with the error code 80090016."

Please help me to resolve this issue. Note: This issue occurs only in this particular user. 

that occurs at any time of the day (it leaves the session spontaneously)

Answer 1

Dear Alberto, 

Thank you for the reply.

For the situation you encountered, since you have tried most of the suggestions we can think of in the old user profile, the same problem persists. And same problem doesn’t occur on the new user profile, so we assumed this issue is related to the old user profile on Mac.

Given this situation, we do understand the inconvenience caused and apologize for it. The best way to troubleshoot the issue is to report the issue to the related Team. So we suggest you contact the administrators in your company and open a support ticket in the Office 365 admin center via the steps in the article for further help. The engineers in the related team have more permission and more resources than us to help check it from the background and collect the log remotely.

Thank you for your understanding and time.

Sincerely, 

Jazlyn | Microsoft Community Moderator

Answer 2

This not worked, I tried. The strange thing is that the account works perfectly when installed on another computer.

create a new local user within the PC and it apparently worked, but it is still not a direct solution to the problem.

Answer 3

Dear Alberto, 

Good day! Thank you for posting your query in our community. 

From your description, when a user try to sign in Office, an error message will pop up. You may try followings:

1.Clear Office credentials:

Step 1: Log out all your accounts from Office and quit all Office clients.

Step 2:Go to File, and then click Account. Under Connected Services, remove all the services for the existing account.

Step 3:Clear cached credentials on the computer.

a.       Edit the registry: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities 

Select the Office account that you want to delete, and then click Delete. 

b.       In Windows Credential Manager > Windows Credentials, locate the account that you want to remove and then click Remove. 

Additionally, I also found two related threads which has the similar issue with you, and the solutions in these threads helped many members solved problems. You can also try it out:

Trusted Platform Module has malfunctioned....

Microsoft Teams Error 80090016 "Your computer's trusted platform module has malfunctioned"

Sincerely, 

Jazlyn | Microsoft Community Moderator

Answer 4

Dear Alberto,

Good day!

Thank you for posting to Microsoft Community. We are glad to assist. We are looking into your situation and we will update the thread shortly.

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

Sincerely,

Jazlyn | Microsoft Community Moderator