Password Manager is not asking you to save your password and is not opening a secure browser even if the sites are supported and included in the Password Manager Pattern Support List.

This can happen when...

• a program engine or component is corrupted.
• the Password Manager Pattern Support List is not yet updated.

Reset browser settings

For Windows PC

Reset browser settings in Internet Explorer

1. Click Tools > Internet Options.
2. Go to the Advanced tab.
3. Click the Reset button.

Reset browser settings in Google Chrome

1. Click the Chrome menu in the top-right corner and select Settings.
2. At the bottom-left of the page, click Show advanced settings.
3. Scroll down and click the Reset Settings button.
4. A dialog box will appear. Click Reset to confirm the changes.

Reset browser settings in Mozilla Firefox

1. Type about:support on the address bar, then press ENTER.
2. On the upper-right corner of the page, click Reset Firefox.
3. A confirmation window will open, click Reset Firefox.
   Firefox will automatically close and a window showing the imported information will appear.
4. Click Finish and wait for Firefox to reload automatically.

In newer versions of Firefox, you can click on the Refresh Firefox button instead and get the same result.

For MacOS

Reset browser settings in Safari

1. Open Safari.
2. Click the Safari menu, then click Preferences. The Preferences window will open.
3. Go to the Privacy tab, then click Remove All Website Data.
4. A confirmation window will open, click Remove Now.

Reset browser settings in Google Chrome

1. Open Google Chrome.
2. Click the Chrome menu, then click Clear Browsing Data. The Clear browsing data windows under the settings page will appear.
3. Click Clear browsing data.

Reset browser settings in Mozilla Firefox

1. Open Mozilla Firefox.
2. Click the Firefox menu, then click Preferences. The Preferences window will open.
3. Go to Advanced tab.
4. Under Cached Web Content and Offline Web Content and User Data section, click Clear Now.

Clear Temporary Internet Files

Clear Temporary Internet Files in Internet Explorer

1. On your keyboard, press the Windows + R keys at the same time. The Run window will appear.
2. In the Open field, type inetcpl.cpl then press ENTER. This will open the Internet Properties window.
3. Select the General tab.
4. Under Browsing History, click Delete.
5. In the Delete Browsing History dialog box, select Temporary Internet Files, click Delete and then click OK.

Clear Temporary Internet Files in Google Chrome

1. Open Google Chrome.
2. Type chrome://history/ on the address bar, then press Enter.
3. Click Clear browsing data.
4. Select the beginning of time on the dropdown menu, then click Clear browsing data.
5. Restart Google Chrome.

Clear Temporary Internet Files in Mozilla Firefox

1. Open Mozilla Firefox.
2. Click the Firefox menu, then click Preferences. The Preferences window will open.
3. Go to the Advanced tab.
4. Under Cached Web Content and Offline Web Content and User Data section, click Clear Now.

Clear Temporary Internet Files in Safari

1. Open Safari.
2. Click the Safari menu, then click Preferences. The Preferences window will open.
3. Go to the Privacy tab, then click Remove All Website Data.
4. A confirmation window will open, click Remove Now.

Make sure PwmSvc.exe is running

1. On your keyboard, press the CTRL + ALT + DEL keys simultaneously.
2. Click Start Task Manager. The Windows Task Manager window will appear.
3. Click the Processes tab.
4. Check if PwmSvc.exe is running.

   

   If PwmSvc.exe is not running in the Task Manager, refresh all the modules of Password Manager program:

   1. Go to C: > Program Files > Trend Micro > Password Manager > SupportTool.exe.
   2. Click Yes when the User Account Control window appears.
   3. Click the Components tab.
   4. Click Stop all Components and wait for the other buttons to become grayed out.
   5. Once all the buttons are already available, click Start all Components.
   6. Close the Password Manager Diagnostic window.

Enable Password Manager add-ons

Password Manager does not have any system tray icon.

Enable Password Manager add-ons in Internet Explorer

1. Open Internet Explorer.
2. Click Tools > Manage Add-ons.
3. Make sure the following Add-ons are enabled:
   • Password Manager Toolbar
   • Password Manager BHO

Enable Password Manager add-ons in Google Chrome

1. Open Google Chrome.
2. On the Address bar, type "chrome://extensions" and then press ENTER.
3. Click the Extensions tab.
4. Make sure the following Add-on is enabled:
   • Trend Micro Password Manager
5. Make sure that Passwords and Forms are disabled by doing the following:
   1. Click the Chrome menu on the top-right corner.
   2. Go to Settings.
   3. Click Show Advanced Settings.
   4. Under Password and Forms, uncheck the following:
      • Enable Autofill to fill out web forms in a single click
      • Offer to save your web passwords

Enable Password Manager add-ons in Mozilla Firefox

1. Open Mozilla Firefox.
2. Go to Tools > Add-ons.
3. Click the Extensions tab.
4. Make sure the following Add-on is enabled:
   • Trend Micro Password Manager Firefox Extension

Enable Password Manager add-ons in Safari

1. Open Safari.
2. Click Preferences under the Safari menu.
3. In the Preferences window, click the Extensions tab.
4. Make sure the following Add-on is enabled:
   • Trend Micro Password Manager Firefox Safari Extension.