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Your Computers Trusted Platform Module Has Malfunctioned

I recently had to replace a faulty motherboard on a HP laptop which failed to boot. After replacing the motherboard and logging into the users account this message was displayed when attempting to login to any Office 365 applications and it prevented Outlook from authenticating.
I was able to resolve this issue by getting windows to recreate the AAD Broker folder using the steps below.


  • Log into the laptop with a different user account (an account other than the one which is displaying the above error)
  • Open File Explorer (Windows Key + E)
  • Click on the View tab
  • Tick Hidden Items
  • Navigate to the following location where **User** is a variable and the folder name will be of the user account which is having the issue C:\Users\**User**\AppData\Local\Packages\
  • Rename or delete the folder Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
  • Log out of the current user account
  • Log back into the user account that was having the TPM error and Windows will automatically create a new Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy folder
  • Open Office apps and you will now be able to authenticate successfully
Updated on November 19, 2022

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  1. I have administrator privileges and I still cannot delete this folder. Or rename it. What do I do now?

  2. Didn’t work for me. If TPM is still enabled at the BIOS level this will not work. You have to disable it in BIOS first and then you can attempt this.

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