Everything has been running fine for me on Parallels. Turned on my Mac 5 hours ago and ever since been trying to fix the attached error. I can no longer sign into my Work Office365 account on any MS Office product within the Parallels machine, nor can I login to my Work account on Windows. After running this issue for hours through Claude trying various things such as clearing cache, removing updates etc. - nothing works. I've deleted and re-added the TPM within Parallels, which made no difference. Is this the same issue mentioned in this thread that is still not resolved by Parallels? I'm running the latest Mac OS, Windows OS and Parallels. Thanks
Resolved (for me) — sharing what worked in case it helps others
Setup: Windows 11 VM on Parallels Desktop, Apple Silicon Mac, latest Parallels/macOS/Windows at the time. Mac crashed unexpectedly; afterward couldn't sign into my work M365 account (Entra ID/Azure AD) in Outlook, Word, or via Windows Settings → Access work or school accounts. Errors seen: generic [7ita9] in Office apps, and Error Code: -2147467261 ("Invalid pointer Parameter 1 is null or undefined") when adding the account in Windows Settings.
What ruled out:
- Not the vTPM emulator bug (for my case): I did hit the same Get-Tpm failure people report here (0x80284005, TBS_E_INSUFFICIENT_BUFFER), but completely removing the TPM Chip device in Parallels' VM hardware settings made zero difference to the sign-in error — same failure either way.
- Not the account itself: the account signed in fine via a plain browser (portal.office.com), and a different work account on the same VM signed in to Word without issue.
- Not a corrupted device quota (though worth checking!): I found 11 stale/duplicate device objects for my machine in Entra admin center → Devices → Deleted devices (from repeated failed join attempts), permanently deleted them — helped narrow things down but wasn't the final fix on its own.
- Not general system file corruption: sfc /scannow did find and repair corrupted files, but they turned out to be unrelated Bluetooth driver files (BthA2dp.sys, BthHfEnum.sys, bthmodem.sys) — a red herring.
What actually fixed it:
Windows Event Viewer (Microsoft-Windows-AAD/Operational log) consistently showed the failure crashing inside AddAccountTransaction::OnSavePRTRollback (0x80004003, E_POINTER) regardless of what triggered it (NGC keyset errors, session key failures, etc.) — pointing at the local broker's own state being corrupted, not the underlying cause each time.
I cleared the local app data for the AAD broker package:
C:\Users\<yourusername>\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\
(deleted contents of all subfolders — LocalState in particular had a modified timestamp matching exactly when the problems started, which is a good sign to check for anyone else trying this).
Rebooted once
before deleting (files were locked by "System" while a session was active) and once
after deleting (to let the separate system TokenBroker service reinitialize clean). Signed in successfully after that.
Caveat: I also happened to disable Teams and OneDrive from launching at startup around the same time, so I can't rule that out as a contributing factor with 100% certainty. But given the event log evidence pointed specifically at the broker's local state, I'd bet on the folder clear + reboot being the actual fix.
) [Get-Tpm], TpmWmiException
