R
Neophyte

Neophyte

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2 Messages

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120 Points

Mon, Dec 20, 2021 6:07 PM

Resolved

Cannot Open Password Manager?

Have not made any changes to my system and running the most recent set of updates for Trend Micro for Chrome.  Tried to use Password Manager today and just will not open.  Using Windows 10 with all relavent updates on the system.

Neophyte

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2 Messages

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90 Points

Il y a 5 m

Same thing here....tried calling customer support and says 1 minute wait, puts into vm that immediately hangs up.   Tried chat support and sat in perpetual hold.

Legend

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644 Messages

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11.3K Points

Il y a 5 m

Hi rhallenbeck and scarrozzo,

 

Welcome to the Trend Micro Home Users Community! 

 

Please make sure the your browser are up-to-date. Updating your web browser to its latest version improves its performance and security. Here's how to update web browsers on your computer.

 

To further assist you with this, may I know if you encountered any error messages? If yes, please send a screenshot here so we can check.

 

Please try following this link for the Error: Unable to Help with Your Passwords (Password Manager).

 

Hope this helps. 

- TM_Rochelle

Neophyte

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6 Messages

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190 Points

Neophyte

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6 Messages

 • 

190 Points

I have also already tried everything on the support page.  

Brand User
tm_kath

 Superstar

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655 Messages

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9.5K Points

Hi @aparry,

Welcome to Trend Micro Home Users Community!

We're sorry to hear about your experience with our customer support.

To further assist you with this, may we know the following:
- Password Manager version:
- Browser and its version:

Awaiting your response.

- TM_Kath

Neophyte

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6 Messages

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190 Points

How do I check the version?  I did delete it and re-add it.   Chrome -

Chrome is up to date
Version 96.0.4664.110 (Official Build) (64-bit)

Legend

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644 Messages

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11.3K Points

Thank you for your response, aparry

 

Please try reinstalling the Password Manager on your computer. Here's how: 

How to install Password Manager

 

Once installed, follow the steps 3 on the link below to install the Password Manager on Toolbar: Reinstall Password Manager Toolbar

 

Let us know how it goes.

- TM_Rochelle 

Neophyte

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6 Messages

 • 

190 Points

Il y a 5 m

Same thing here....tried calling customer support and says 1 minute wait, puts into vm that immediately hangs up.   Tried chat support and sat in perpetual hold.

Neophyte

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4 Messages

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130 Points

Il y a 5 m

Me too.  Having a bit of a 'mare with this today.  Exactly the same - I have worked through all the support steps too.

Brand User
tm_kath

 Superstar

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655 Messages

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9.5K Points

Hi @emilyduring,

Welcome to Trend Micro Home Users Community!

The message occurs when the Password Manager is not properly installed or your Trend Micro account is not signed in.

To further assist you with this, may we know the following:
- Password Manager version:
- Browser and its version:

Awaiting your response.

- TM_Kath

Neophyte

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4 Messages

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130 Points

I uninstalled and then when trying to reinstall I got a message that the Password Manager was unavailable due to maintenance. I’ll try again today. Been without my passwords for a day, which hasn’t been fun. 

Neophyte

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4 Messages

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130 Points

I can confirm that my browser is up to date. 

Brand User
tm_kath

 Superstar

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655 Messages

 • 

9.5K Points

Hi @emilyduring,

We apologize for the inconvenience. We are currently looking into this as our service is currently unavailable due to maintenance. In the meantime, please wait and use other browsers for Password Manager first.

- TM_Kath

Neophyte

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4 Messages

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130 Points

I managed to reinstall it now and it is working. Thanks. 

Neophyte

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2 Messages

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90 Points

Il y a 5 m

Uninstall and reinstall worked

Brand User
tm_kath

 Superstar

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655 Messages

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9.5K Points

Thanks for confirming that it is now working, @scarrozzo!

Feel free to reach out to us if you need further help.

- TM_Kath

Neophyte

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2 Messages

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120 Points

Il y a 5 m

I had to uninstall and reinstall.  Directions were not clear as to where the security certificate for PW was located.  Called the Help Line last night and got immediate answer.  Problem solved.  Using Chat to begin with was not the most efficient way thought to try and solve the problem.

Legend

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644 Messages

 • 

11.3K Points

Thanks for confirming that it is now resolved, rhallenbeck!

We'll be right here if you need assistance.

 

- TM_Rochelle

Neophyte

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1 Message

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70 Points

Il y a 5 m

I am having the same issue but with Mozilla Firefox, I have tried all of the steps including reinstalling both Firefox and Password manager. As with other users I have made no changes to my system. However I still have Password manager working in Internet Explorer?

Brand User
tm_kath

 Superstar

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655 Messages

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9.5K Points

Hi @rconsen,

Welcome to Trend Micro Home Users Community!

We're sorry for the inconvenience. We are currently looking into this as our service is currently unavailable due to maintenance. In the meantime, please wait and use other browsers for Password Manager first.

- TM_Kath

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