If you're seeing the message "Unable to Help with Your Passwords" when you click the Password Manager Toolbar, here's how to solve it:
Why am I seeing this error?
- The Password Manager might not be installed correctly.
- You might not be signed into your Trend Micro account.
What can I do to fix this?
First, give Password Manager a few minutes to load. Wait about 3-5 minutes and then try using it again.
If the error persists, you may need to install the Password Manager root certificate. Here’s how:
For Mozilla Firefox
- Open Mozilla Firefox, go to Settings, select Security, and then Manage device certificates.
- In the Certificate Manager window, under Authorities, click Import... and navigate to
C:\Program Files\Trend Micro\PasswordManager\certutilorC:\Program Files\Trend Micro\TMIDS\certutil. - Select RootCA.crt, check Trust this CA to identify websites, and click OK.
For Google Chrome
- Open Google Chrome, go to Settings, and type "Certificate" in the search bar.
- Click on Security and then Manage certificates.
- Click Import, navigate to
C:\Program Files\Trend Micro\PasswordManager\certutil, and select RootCA.crt. - Follow the prompts to complete the certificate installation.
For Microsoft Edge
- Open Microsoft Edge, go to Settings, and type "Manage Certificate" in the search bar.
- Click on Manage certificates.
- Click Import, navigate to
C:\Program Files\Trend Micro\PasswordManager\certutil, and select RootCA.crt. - Follow the prompts to complete the certificate installation.
For Mac Users
- Open Keychain Access from Applications or use Spotlight to search for it.
- Select System, then Certificates, and find the Password Manager Root certificate.
- Set both SSL and X.509 Basic Policy to Always Trust.
- Close the window and enter your system password to save changes.
- Restart your browser and check if the Password Manager is now available.
Try accessing the Password Manager Toolbar again after these steps. If the problem continues, contact Trend Micro support for further assistance.