Failed to load extension error

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  • Problem
  • Updated 1 year ago
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Can anyone help me with this error I am getting.

Failed to load extension from C:\programfiles\trendmicro\tmids\tower\tower_main. Manifest is not valid JSON. Line:1, column: 1, unexpected token.
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gksearle1

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Posted 1 year ago

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TM_Ian, Employee

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Hi gksearle1 and welcome to Trend Micro Community!

Thank you for posting your concern here and apologies for any troubles that may have caused.

We would like to ask where you are getting this error? Is it from your web browser? What browser are you using? Also, is the Password Manager toolbar enabled on your browsers?

There might be a problem with your Password Manager program. To resolve this, kindly restart the components of the program. Here are the steps:

Step 1: Open the Password Manager Diagnostic Toolkit:
  1. Go to Start > All Apps > Trend Micro Password Manager > Password Manager Diagnostic Toolkit.
  2. Click Trend Micro Password Manager Diagnostic Toolkit.
  3. Click Yes when the User Account Control window appears.
  4. Go to the Components tab, then click Stop all Components.
Step 2: Wait for a few seconds, then click on Start All Components.
Step 3: Try to access the Password Manager toolbar again.

If the issue persists, kindly reinstall your Trend Micro Password Manager. You may refer to the instructions below:

To reinstall Password Manager, do the following:

A. Uninstall Password Manager. Follow the steps below:
    1. On your keyboard, press the Windows Windows Key + R keys. This will open the Run window.
    2. Type "appwiz.cpl" then click OK. The Programs and Features window will appear.
    3. Select Trend Micro Password Manager, then click Uninstall.
    4. Wait for the program to be uninstalled, then restart your computer when asked.
B. Uninstall Password Manager. Click the link below for the steps

Downloading, installing and activating Password Manager on Windows and Mac

We hope this helps. 

Should you have further concerns, please do not hesitate to respond to this post.

Thank you and enjoy the rest of the weekend! :)

Trend Micro Home Users Community
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gksearle1

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Hi, thankyou for your message. I was unable to open Password Manager Diagnostic Toolkit so I attempted to uninstall the password manager, but I received the message of "the setup files are corrupted. Please obtain a new copy of the program." What do I do now?
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TM_Ferry, Employee

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Hi gksearle1,

Thank you for your update and apologies for the inconvenience that has caused you.

Please follow these steps:

1. Kindly download this file and extract it. (See the image below)

PasswordManager.rar





2. After downloading and extracting the file, open the folder and run the "SupportTool.exe".
3. Go to Components tab, then click Uninstall. (See the image below)





Please let us know if you were able to uninstall and reinstall your Password Manager.

Thank you and have a wonderful day!

Trend Micro Home Users Community
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gksearle1

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I am getting the same error message :-(
Any other suggestions, should I uninstall the whole program and start again?
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TM_Ferry, Employee

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Hi gksearle1,

Thank you for your update. Kindly check if there is a Password Manager on Program and Features window. Follow these steps:
  1. On your keyboard, press the Windows Windows Key + R keys. This will open the Run window.
  2. Type "appwiz.cpl" then click OK. The Programs and Features window will appear.
If there is a Password Manager, kindly right-click it and click Uninstall/Remove.


Please let us know if this helps.

Thank you and have a wonderful day!

Trend Micro Home Users Community
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gksearle1

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Same error, see snip below.
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TM_Malik, Employee

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Hi gksearle1 

Thank you for your response and we apologize for the trouble you're currently experiencing. I've looked up further on the error you've been getting and was able to see that we need to have a clean reinstall of the program to rectify the issue. That means we need to delete the folders and temporary files after uninstalling the program. Since the Password Manager program is bundled with the Maximum Security program, we'll be including all Trend Micro programs for the clean reinstall.

Please be advised that this is just a workaround and I hope this helps.

Kindly refer on the steps below for the clean reinstall:
  • Run the Uninstall Tool and Remnant File Remover
               - Please refer on the link below for the steps:
               Running Uninstall Tool and Remnant File Remover Tool
  • Manually delete the Trend Micro folders on ProgramData
               - Press the Windows and R keys on your keyboard at the same time
               

               - Type "%programdata%" and press Enter to open the ProgramData folder
               

               - On the ProgramData folder, please select all Trend Micro folder and delete
  • Download and Install the version 11 of Maximum Security Program
               - Please feel free to access the resource link below:
               Installing Maximum Security 2017 (Version 11)
  • Download and Install the latest version of the Password Manager program
               - Please access the link below:
               Installing Password Manager Program

               - Click on "Install Password Manager on Windows" option and then you may refer on the sub-steps


We'll be waiting for your response and thank you for your patience!

Have a great day!

Trend Micro Home Users Community
(Edited)
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gksearle1

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Thanks again for your reply, I have done all the above, however I got the below message when "Installing Password Manager Program" - is this ok and I should be right now?
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TM_Cj

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Hi @gksearle1

Thank you for your response and I really do apologize for all this inconvenience.

Please allow me to continue working on this case.

The reason for getting this error message is because there are still remnants of the old Password Manager on your computer. We need to remove all of that in order to successfully reinstall the program. We will try to uninstall the Password Manager on Safe Mode.

Please refer to the link below to restart your computer in Safe Mode:

Restarting Windows in Safe Mode

Please choose the "Safe Mode with Networking". Once you are in Safe Mode with Networking, please run the "SupportTool.exe" and uninstall the Password Manager. If incase you are unable to uninstall it, restart your computer again in Normal mode and delete the "TMDP", "TMIDS" and Password Manager on the folders below:

1. Program Files > Trend Micro
2. Program Data
3. AppData
a. Local
b. Locallow
c. Roaming.

Please let us know what are the results after following the steps we have provided you.

Thank you and have a great day!

Trend Micro Home Users Community