S
Neophyte

Neophyte

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6 Messages

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130 Points

Tue, Nov 10, 2020 9:33 PM

Closed

Password Manager export passwords

When I sign into my Trend Micro account, go to resources, open and sign-in to Password Manager, I click on my name, then settings; there I should see a tab called "DATA" where I should be able to export, but it's mot there; I tried this with Edge, Chrome, and Firefox, with no luck. Because the program is bundled with Maximum Security product, I am not able to install the standalone product. Also, the Password Manager extension is not working in any of the browsers. The extension has an exclamation mark; when I click on it an error message pops-up "Unable to help with your passwords". One of the remedies is to reinstall the password manager, which I can't as a standalone application. I can access all my passwords on the desktop, but can't use the extension or export data. Any solution would be appreciated. Thank you.

Brand User
tm_cathy

 Superstar

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576 Messages

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9.3K Points

2 years ago

Hi, samdb!

 

Welcome to Trend Micro Home Users Community.

 

Did you encounter an error message when trying to install the Password Manager? Even if it's bundled with Maximum Security you should be able to install the app separately. 

 

Normally, when installing the Maximum Security, the Password Manager is also installed. Can you try to search for the Password Manager from your apps or on your desktop? If you open it from there, the Data tab should be available.

 

You may refer to this link below how to install the Password Manager: 

Installing Trend Micro Password Manager

 

Let us know how it goes.

 

TM_Cathy

Neophyte

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6 Messages

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130 Points

I spent an hour today with TM technician; he could not solve the problem; he worked remotely on my PC; complete uninstall and reinstall; no access available to PW manager via the main consol only through account log in; the PW manager is bundled with Maximum Security so it does not have a separate app AND cannot be also installed as a standalone app. After 5 years of being a loyal customer I only wanted a refund to move on to a new product but I was refused a refund since the app stopped working when there was a forced update to version 17; the technician working remotely also could not get the PW manager extensions to work on either Edge or Chrome. He said will try again tomorrow; I think I will take screenshots of all my stored passwords and manually input them into a more reliable product. Thank you for trying to help.

Brand User

Legend

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739 Messages

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10.2K Points

2 years ago

Hi samdb,

 

I'll coordinate with the engineer who handled your case for faster resolution. Please wait for another email from us. Thank you!

 

- TM_Reine

Neophyte

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6 Messages

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130 Points

@reine_roque 

The technician solved the problem, but a BIGGER problem was created. After the fix I tried to create a backup image with Windows 10 and it keeps failing with the following message:

"Windows backup failed to create the shared protection point on the source volume (0x8078006B)

"Additional information:

"The shadow copy provider had an unexpected error while trying to process the specific operation (0x8004230F)"

Why did you not respect my request to give me a refund when for my Trend Micro subscription when the forced update to v.17 stopped the Micro Maximum Security and the Password Manager from working? If you had, I could have moved on to another more reliable product.

But your policy seems to be that the customer is wrong, you keep the money and have a technician spend two hours getting Trend Micro to work okay, but screw-up the Windows Backup Service. So, the customer has a bigger problem than before. This is awful.

Brand User
tm_cha

Prodigy

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361 Messages

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5.4K Points

Hi, samdb!

 

We always aim to provide quality service to our customers, rest assured we'll take your experience into account to improve our support.

 

The error message that you're getting seems to be an error with your services. To resolve this issue, you may check out the link below which is from the Microsoft Community: Windows backup failed to create the shared protection point on the source volume (0x8078006B)

 

Hope this helps. Let us know how it goes.

 

~TM_Cha

 

Neophyte

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6 Messages

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130 Points

This did not help; in fact I went through all the Microsoft forums and found the same article; it did not fix the problem.

If I call Microsoft support, they will tell me the same advice: their product has nothing to do with product not working; it was fine before Trend Micro was installed; and Windows worked fine before the Trend Micro update. So, it’s not their issue (same as your answer).

Who gets left holding the bag: the customer!

Pretty sad, I guess I expected more from Trend Micro and it’s my foolishness to think that Trend Micro would give proper customer support when they were unwilling to refund an unused licence.

Brand User

Legend

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739 Messages

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10.2K Points

Hi samdb,

 

We apologize for the inconvenience, I reviewed the support case and can confirm that Password Manager has already been uninstalled and your passcards have been exported. Rest assured we take customer feedback seriously and will continue to improve the customer experience.

 

The refund has already been processed, please wait for the refund details that will be provided via email or Facebook Messenger. Thank you.

 

- TM_Reine

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