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You cannot sign in to your Trend Micro account from the Password Manager console and may encounter any of these errors:

  • 96000001
  • 96000002
  • 96000003

Make sure web browsers are up-to-date

Below are the recommended versions for each web browser:

  • Google Chrome: Version 84.x
  • Mozilla Firefox: Version 79.0
  • New Microsoft Edge: Version 84.x
  • Internet Explorer: 11.0

Using the updated browsers, try signing in to your Trend Micro account again. If the issue persists, proceed to the next step.

Switch to a different network

Connect to a different WiFi connection or switch to mobile data (3G/4G/LTE).

If the issue persists, proceed to the next step.

Clear web browser cache

Delete web browser cache to remove stored data. Follow the instructions from this article: How to clear web browser cache.

If the issue persists, proceed to the next step.

Uninstall unnecessary browser extensions
Google Chrome
Mozilla Firefox
Microsoft Edge
Internet Explorer
Disable the "Use a Proxy Server to Connect to the Internet" setting
  1. Open your Trend Micro Security software main console:
    • Double-click the Trend Micro desktop shortcut.
    • Double-click the Trend Micro icon on the system tray, found on the bottom-right corner.
  2. Click Settings.

    Settings

  3. Click Other Settings.

    Other Settings

  4. Click Network Settings.

    Settings

  5. Uncheck "Use a Proxy Server to Connect to the Internet".

    Settings

Flush the DNS
  1. On your keyboard, press the Windows icon + R Keys. The Run window should open.
  2. In the Open field, type "cmd", then press ENTER. The Command Prompt window should open.
  3. Type "ipconfig /flushdns", then press ENTER.
  4. Close the Command Prompt window when you receive the following message:

    "Successfully flushed the DNS Resolver Cache."

Reset the Winsock Catalog
  1. On your screen, click the Windows icon, then type "cmd".
  2. Right click on Command Prompt, then click Run as administrator.
  3. Type “netsh winsock reset”, then press ENTER.
  4. Restart your computer when you receive the following message:

    "Successfully reset the Winsock Catalog.
    You must restart your computer in order to complete the reset."

Check for virus infection

Your computer may be infected by viruses that block your connection to the server. If you continue to get the notification, check this Knowledge Base article on how to scan your computer using Housecall: How to scan computer using Housecall.

Contact Trend Micro Support

If the issue persists contact out Technical Support for further assistance.

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