Device TPM problem

Device TPM problem error, which usually appears when signing into Microsoft 365 apps (Outlook, Teams, Word, etc.) with an account that uses Modern Authentication and Windows can’t access the Trusted Platform Module (TPM) keys tied to that user profile.

Let’s get your fixed Dell signing in again 👇

🧠 The Core Issue

Windows stores Microsoft 365 identity tokens and encryption keys in the TPM.
If those keys get corrupted or mismatched (say, after a reinstall, profile refresh, or system board/firmware update), M365 can’t decrypt them — leading to this error.

⚙️ Step-by-Step Fix (IT-friendly version)

1. Clear Cached Credentials

• Sign out of all Office apps.
• Go to Settings → Accounts → Access work or school.
  Disconnect the account (remove it from the list).

• Open Credential Manager → Windows Credentials → remove anything tied to:

  MicrosoftOffice16_Data:ADAL
  MicrosoftOffice16_Data:SSO
  

2. Reset the TPM Keys for that user
(this doesn’t clear BitLocker keys; it only resets stored app keys)

• Run PowerShell as admin:

  Clear-Tpm
  

  • If prompted, confirm.
  • Reboot afterward.

3. Reconnect Work Account

• After reboot, go back to Access work or school → Connect.
  Sign in again with the user’s Office 365 account (e.g., smojica@redlandschristian.org).

4. Test Office App Sign-in

• Launch Word or Outlook — it should prompt for a fresh login.

• If the issue persists, try running:

  dsregcmd /status
  

  • Look for AzureAdJoined: YES and DeviceId populated.

  • If not, run:

    dsregcmd /leave
    dsregcmd /join
    

🧩 Alternate Fix (if issue persists)

If it’s still acting up:

• Navigate to %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\
  and delete the folder (this resets the AAD broker cache).
• Reboot and retry sign-in.

🛡️ Optional (Hardware TPM Troubleshooting)

If TPM itself is failing:

• Run tpm.msc → check status (“TPM is ready for use”).
• If inactive, go into BIOS → Security → TPM / PTT → Enable.
• Save & reboot.

Related Articles

• How to Fix 'Account Locked' Errors After Failed Login Attempts
• What to Do When Outlook Won't Sync or Is Running Slow

Contact IT Support

If you continue to experience issues, please reach out to the RCS IT Help Desk:

• Submit a ticket through the IT Help Desk Portal
• Email: ithelp@redlandschristian.org

Keywords: TPM, Trusted Platform Module, Office 365, Windows, Microsoft 365, sign-in error, authentication

RCS Information Technology · IT Help Center