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Performance Issue: Office Application Issues -- TPM Errors

Last Updated:
2021-01-27 16:30:35
Event:
2021-01-27 16:14:00
Status:
Open
Brief Description:
Users are reporting errors with Microsoft Office applications that refer to TPM or that repeatedly prompt for credentials.
User Impact:
Affected users cannot sign in to Office applications.
Workaround:
Affected users should be able to sign on with Outlook on the web applications or desktop applications on a different device.
Current Status:
TSPs can assist end users who are affected by the errors described with the documentation linked in the Full Description.
Services Affected:
Email and Calendar
Productivity Tools
Subsites Affected:
Faculty/Staff Email (Office 365)
Office 365 Productivity Bundle
Full Description:
In June 2020, CITSG began receiving reports from users who were unable to use Microsoft Office applications because of error messages referring to Trusted Platform Module (TPM) or being constantly prompted for. These reports were seemingly random, occurred on a variety of hardware and with users from across campus. For some users, restarting the computer resolved the issue, for others there has been new hardware provisioned due to continual recurrence of this problem over periods of weeks or months.

CITSG has been able to confirm that these problems are not related to a particular model of Dell hardware, but we have anecdotal reports of this occurring on Microsoft hardware with particular TPM models or firmware versions.

Through the course of troubleshooting this issue with CIT Desktop Engineering, Identity Management, and Microsoft Premier Field Engineers, we have narrowed this issue down to a problem with user or computer authentication from a particular Windows installation on a particular piece of hardware.

We have escalated this issue to Microsoft and have traction with one of their product groups and are hopeful to hear back from them with next steps this week.

If you believe you are seeing instances of this issue please refer to Resolving Outlook Trusted Platform Module Account Errors documentation:
https://it.cornell.edu/endpoint-mgmt/resolving-outlook-trusted-platform-module-account-errors

This page provides information about the particular error and troubleshooting steps that CITSG support has documented as a workaround.

Also, please report the occurrence of this issue via the Cornell TSPs General channel,

https://teams.microsoft.com/l/channel/19%3a11afee7531f74bd0a1adbd138fbaa216%40thread.tacv2/General?groupId=9dfcbca9-72a1-4c3a-97fb-26a5c0eb2f1e&tenantId=5d7e4366-1b9b-45cf-8e79-b14b27df46e1

Reporting these issues helps CIT to estimate the scope of impact for this issue and is much appreciated.
CIT TDX ID:



Timeline of Changes

Description Current Status Date Time
In June 2020, CITSG began receiving reports from users who were unable to use Microsoft Office applications because of error messages referring to Trusted Platform Module (TPM) or being constantly prompted for. These reports were seemingly random, occurred on a variety of hardware and with users from across campus. For some users, restarting the computer resolved the issue, for others there has been new hardware provisioned due to continual recurrence of this problem over periods of weeks or months. CITSG has been able to confirm that these problems are not related to a particular model of Dell hardware, but we have anecdotal reports of this occurring on Microsoft hardware with particular TPM models or firmware versions. Through the course of troubleshooting this issue with CIT Desktop Engineering, Identity Management, and Microsoft Premier Field Engineers, we have narrowed this issue down to a problem with user or computer authentication from a particular Windows installation on a particular piece of hardware. We have escalated this issue to Microsoft and have traction with one of their product groups and are hopeful to hear back from them with next steps this week. If you believe you are seeing instances of this issue please refer to Resolving Outlook Trusted Platform Module Account Errors documentation: https://it.cornell.edu/endpoint-mgmt/resolving-outlook-trusted-platform-module-account-errors This page provides information about the particular error and troubleshooting steps that CITSG support has documented as a workaround. Also, please report the occurrence of this issue via the Cornell TSPs General channel, https://teams.microsoft.com/l/channel/19%3a11afee7531f74bd0a1adbd138fbaa216%40thread.tacv2/General?groupId=9dfcbca9-72a1-4c3a-97fb-26a5c0eb2f1e&tenantId=5d7e4366-1b9b-45cf-8e79-b14b27df46e1 Reporting these issues helps CIT to estimate the scope of impact for this issue and is much appreciated. TSPs can assist end users who are affected by the errors described with the documentation linked in the Full Description. 2021-01-27 16:30:35