"Password Manager had not been previously installed" error

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  • Updated 2 years ago
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I received an email stating that my Trend Micro Password Manager was about to expire. I went through the renewal process paying a two-year renewal fee and downloaded the file to install. When I tried to install the software it would not install saying that the Password Manager had not been previously installed. My Trend Micro software is current but I don't know what to do about the password manager. Now what do I do?
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rickmcdanielinctax

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Posted 2 years ago

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TM_Claudia, Employee

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Sorry you're running into some trouble with Password Manager and apologies for the long reply. We've checked our system and confirmed that you have two Trend Micro product licenses:
  • Password Manager -- stand-alone Password Manager which you were notified of the expiration and renewed recently
  • Maximum Security -- this Trend Micro security version actually bundles Password Manager, and auto installs Password Manager when you install Maximum Security
What you're encountering is a conflict with the Password Manager installed by Maximum Security and the stand-alone Password Manager. Could you check if Password Manager is already installed and working properly? You could verify by checking if there's a "Trend Micro Password Manager" folder in Windows Start menu, or in the Maximum Security Console, where Password Manager has an "Open" button displayed:


If Password Manager is already installed by Maximum Security, and you try to install a stand-alone Password Manager on top of it, you'll get an error message "You had installed Password Manager already." 


Since Password Manager is bundled and auto-installed with Maximum Security, the already-installed Password Manager should be working properly using your Maximum Security license, and there's no need to install Password Manager again.

For the stand-alone Password Manager license you recently renewed, you can use it by installing Password Manager in devices not covered by your Maximum Security license. Password Manager supports Windows, Mac, Android, and iOS devices.

Sorry if the above explanation is a bit convoluted, but please let us know if your question was answered. Thank you!

 Trend Micro Home Users Community
(Edited)

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