for past week my password protector has not worked

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  • Problem
  • Updated 4 months ago
  • Solved
for past week my password protector has not worked, I have looked at the problem page but it still does not work.
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GARY-HIPKISS

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  • frustrated

Posted 7 months ago

  • 2
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TM_Phebs, Employee

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Hello GARY-HIPKISS and welcome to the community!

Can you please provide us more details on how the Trend Micro Password Manager not working so that we'll know what's the best thing to do.
Situation like, it does not sign you in automatically or does not ask you to save password for a certain website. 

Will be waiting for your response. Thank you!
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GARY-HIPKISS

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C:\Users\pc\AppData\Local\Temp\is-OLR8H.tmp\tower_installer.tmp  is part of the download you give to re-install the password manager. The techy guy who came from my work today got it working. It seems your antivirus blocks your own files???  anyway he got it working by unblocking the download so it is up and working again

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TM_Ian, Employee

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Hi GARY-HIPKISS,

Thank you for this update. We are glad to know that everything's working again.
Let us know if you have further concerns.

Have a happy weekend! :)
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GARY-HIPKISS

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no problem. hope it helps others with same problem


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TM_Ian, Employee

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Thank you for sharing this, Gary! This will indeed be very helpful. :)
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Birdy

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Downloads, right click - Properties, Security - the security issue above doesn't show on mine (yours might as it states it is sent from another computer rather than download?).  If I try to install, it won't install, the message shows I already have it installed,  If I uninstall PW Mgr, won't it delete all of my Passwords on my PC? (although they are on my mobile - is there any way to back them up and transfer them) - There doesn't seem to be an obvious integration or option to backup and retrieve from backup, or sign into Trend and install from there!
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TM_Malik

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Your saved passwords won't be deleted even if you uninstall the Password Manager since it's account-based. Once your Master Password is reset only then your saved passwords will be lost.

Here's how you can do password backups on Password Manager.

Regards,
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Birdy

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Thanks very much Malik, that is good to know.  I will uninstall my PW Mgr and reinstall, perhaps that will resolve the issue and then once I get PW Mgr back, I will back it up (as currently the dialogue box just opens with the Trend Square and rotating circle inside - I can't get to any options within PW Mgr)
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TM_Malik

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You're so much welcome, Birdy. Please let us know the results so that we can provide further troubleshooting steps. If you encounter error messages, you can send it here as well.

Thank you!
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Birdy

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Thanks Malik, no it didn't work - uninstall add-in and Installer from progs, restart, reinstall installer from site, reinstall add-in from site - restart, open browser - still the same problem - I was hopeful but this is making me think to stop using the PW Manager now and go back to manual.
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Birdy

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Thank you Gary - I have spent days on this.  TREND MICRO - please can you advise how to unblock the download - does the block sit within the file itself or can you provide a clean download that doesn't block itself? This is SO frustrating, I can't believe that the status of this is 4 weeks and still "In Progress".  (I'm on Firefox 6)  Thank you!
(Edited)
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TM_Kiko, Employee

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for escalation as per TM_Phebs

Please reference the new conversation here: Unblock Downloads
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TM_Malik

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Hi, Birdy. I just checked that the Trend Micro program does not block our installer for the Password Manager program. It's possible that Windows itself has blocked access to the file (refer on the image).



Hi GARY-HIPKISS, kindly confirm.

Thank you!
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GARY-HIPKISS

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I am no tech guy but know it was a trend part of anti virus didn't like the download, so it was allowed to run and it worked. Unblocking it to work was only way to get it to work properly


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TM_Pat, Official Rep

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We'll close this thread now. You may create a new topic here: https://en.community.trendmicro.com/tm_en/topics/new

This conversation is no longer open for comments or replies.