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prepka
Neophyte

Neophyte

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3 Messages

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140 Points

Saturday, March 12th, 2022 6:59 PM

Closed

Resolved

Password Manager error

Password Manager "unable to help" message.

I have had this problem before. Randomly stops working. I have uninstalled / reinstalled.

Previously there were instructions about reinstalling the certificate. and a third option to correct the problem. 

I can't find those instructions anymore.

I have windows 10, Firefox. everything is current version. Randomly stopped working.

Looking for previous instructions to fix problem.

Problem

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Updated 

2 years ago

152

2

0

Brand User
tm_rochelle

Trend Security Expert

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764 Messages

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13.6K Points

2 years ago

Hi, prepka

 

The Password Manager certificate for Mozilla Firefox may have not been properly installed, to resolve this issue kindly follow the indicated steps on the guide - Error: Unable to Help with Your Passwords (Password Manager)

 

Let us know if you have any questiions. Thanks!

 

- TM_Rochelle

4

0

prepka

Neophyte

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3 Messages

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140 Points

@tm_rochelle​    No. this did not resolve my problem.   I have uninstalled & reinstalled Password Manager.

I am looking for previous instructions on how to clear or recreate the security certificate.   That fixed the problem in the past.  

2 years ago

themurraymob

Neophyte

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2 Messages

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60 Points

@tm_rochelle​  Me too tm-rochelle.  I checked for the bypass programs.  None were found and again TM password failed to install altogether.  Even after a restart.

This is my third attempt at getting this problem fixed.  Since Oct 2021 and each time the advised actions fail! 

2 years ago

0

Brand User
tm_cathy

 Superstar

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579 Messages

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9.4K Points

Thank you for your response, prepka. 

 

Please try to follow these steps below:

  1. On the Mozilla Firefox Menu, go to Settings.
  2. Click Privacy & Security, then choose Security.
  3. Click View Certificates….
  4. The Certificate Manager window will appear. Under Authorities, click Import....
  5. A file window will appear. On the File Location bar, paste or type any of these locations:
    C:\Program Files\Trend Micro\PasswordManager\certutil
    or
    C:\Program Files\Trend Micro\TMIDS\certutil.


    Then double-click RootCA.crt.

  6. Tick Trust this CA to identify websites., then click OK.

Try to check if the error is still the same.

 

Hope this helps.

 

- TM_Cathy

2 years ago

0

prepka

Neophyte

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3 Messages

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140 Points

@tm_cathy​    Perfect! Thank you!    This is what has corrected the error in the past and it worked great today.   I will save the instructions for the next time.  Thank you! 

2 years ago

0

07arvaypeter

Neophyte

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1 Message

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70 Points

2 years ago

I generated a new master password, but it doesn't start with the old one or the new one.
Error Message: Unable to Help with Your Passwords Please try again or get support here.
I don't speak English, but I'm fine with Google Translate.

1

0

Brand User
tm_kim

Legend

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682 Messages

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10.1K Points

Hi, 07arvaypeter.

 

Can you try to follow the steps on the link below, please?

 

Unable to Help with Your Passwords error

 

Let us know if you need further assistance.

 

- TM_Kim

2 years ago

0

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