Password Manager does not appear to work

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  • Updated 4 weeks ago
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I have a username and password in my password manager. When I first added it, it would automatically load the data into the logon screen when I went to the website. Now it does not work when I go to the same website. When I check the user name and password in Password Manager, it is correct.
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jbirckbichler

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Posted 3 months ago

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TM_Kiko, Employee

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Hello jbirckbichler ! Welcome to the community!

Since the program worked before, this problem might have been caused by some browser conflicts, maybe? Can you tell us what browser are you using with the Password Manager and what version is this browser on? You can also do an update and see if it will make any difference.

You may also let us know what site you are trying to access so that we can try to replicate the problem on our end for further troubleshooting.

Let me know if it works

All the best.
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jbirckbichler

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When I go to About Firefox on the Help pull down menu, I get the following:  FIREFOX QUANTUM, 60.0.2 (64 BIT).  It says I am at the latest version.
I have only one site in my Password Manager at this point and it is Ancestry.com.
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TM_Ian, Employee

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Hi @jbirckbichler,

Apologies for the late response.

Please do the following steps below to check if localhost is available:

Step 1: Press Windows logo + Run. 
Step 2: Type certmgr.msc on Run window and press OK.
Step 3: From Certificate Manager, click the Trusted Root Certificate and check for the Trend Micro-related certificates and also for localhost.

We will be waiting for your response.

Have a great day!
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jbirckbichler

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I have 29 certificates listed and none of them appear to be related to Tend Micro.  That is not to be expected, is it?

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TM_Malik, Employee

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Hi jbirckbichler,

Were there any changes made before receiving the issue? Like installed any extensions on your Firefox browser, installed an application, etc. If so, it might be conflicting with the Password Manager extension so we need to remove those.

For normal troubleshooting, we'll need to make sure the Trend Micro Password Manager program installed on your PC is the latest version. To do that, we'll do a reinstallation.

1.) Uninstall using Trend Micro Password Manager Diagnostic Toolkit
2.) Install via the guidelines on this link

After reinstalling, please check the Task Manager (make sure to click "See More Details") and check if there are three instances of PWMTower and one instance of PWMSVC running. This is to make sure the Password Manager program is running properly.

Regards,