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You cannot sign in to your Trend Micro Account to use Password Manager.

You may also see an error message with any of these error codes:

  • 96000001
  • 96000002
  • 96000003

Why did this happen?

  • Your computer is connected via proxy server.
  • Password Manager is unable to communicate to its server.

How do I fix this?

If you are using a proxy server, you need to disable the proxy settings so you can use Password Manager:

  1. On your keyboard, press the Windows + R keys to open the Run.
  2. In the Open field, type inetcpl.cpl, then click OK. This will open the Internet Options window .
  3. Click Connections, then click LAN settings.
  4. Uncheck Use a proxy server for your LAN.
  5. Click OK twice.


If the issue persists or if you are not using a proxy server, you need to restart Password Manager components:

  1. On your keyboard, press the Windows + S keys to open the Search bar.
  2. Search for password.
  3. Click Password Manager Diagnostic Toolkit from the search results.
  4. Go to the Components tab, then click Stop Components.
  5. Wait for about 10 seconds, then click Start Components.
  6. Open your browser, then try to sign in to Password Manager again.


If the issue persists after doing the steps above, start a chat to let our Trend Micro Support Representatives assist you.

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