Error: Unable to Help with Your Passwords (Password Manager)

You get this error message when you clicked the Password Manager Toolbar:

"Unable to Help with Your Passwords"

This message occurs when:

• Password Manager is not properly installed.
• your Trend Micro account is not signed in.

On some computers, Password Manager may take 3 to 5 minutes to load completely. For the Password Manager browser extension, it might take 30 seconds before it loads properly. If issue persists, follow the recommended solutions below.

Install Password Manager root certificate

Install root certificate in Mozilla Firefox

1. On the Mozilla Firefox Menu, go to Options.

   

2. Type "View Certificate" in Find in Options.

   

3. Under Certificates, click View Certificates….

   

4. The Certificate Manager window will appear. Under Authorities, click Import....

   

5. A file window will appear. On the File Location bar, paste or type any of these locations:
   C:\Program Files\Trend Micro\PasswordManager\certutil
   or
   C:\Program Files\Trend Micro\TMIDS\certutil.

   

6. Double-click RootCA.crt.
7. Tick Trust this CA to identify websites., then click OK.

   

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Install root certificate in Google Chrome

1. On the Google Chrome Menu, go to Settings.

   

2. Type "Certificate" in Search Settings.

   

3. Click Manage certificates.
4. The Certificates window will appear. Click Trusted Root Certification Authorities, then click Import....

   

5. Click Next on the Welcome page, then click Browse on the next page.
6. A file window will appear. On the File Location bar, paste or type this location: C:\Program Files\Trend Micro\PasswordManager\certutil.

   

7. Double-click RootCA.crt, then click Next.
8. Click Next again, then click Finish.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Restart Password Manager components

1. Open Password Manager Diagnostic Toolkit:
1. Press Windows + S on your keyboard to open the Search bar.
2. Type "password" on the search box.
3. Click Trend Micro Password Manager Diagnostic Toolkit from the search results.

   

2. Click the Components tab, then click Stop All Components.

   

3. Wait for around two (2) minutes, then click Start Components.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Reinstall Password Manager Toolbar

Reinstall Password Manager Toolbar in Mozilla Firefox

1. Right click the Password Manager Toolbar, then select Remove extension.
2. Install extension.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Reinstall Password Manager Toolbar in Google Chrome

1. Right click the Password Manager Toolbar, then select Remove extension.
2. Install extension.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Reinstall Password Manager Toolbar in Internet Explorer

1. Click the Gear icon > Manager add-ons > Toolbars and Extensions, then click Disable beside Password Manager Toolbar.
2. Install extension.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Reinstall Password Manager

1. Uninstall Password Manager.
2. Reinstall Password Manager.

   Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.

Reinstall web browser

Reinstall Mozilla Firefox

1. Uninstall Firefox from your computer.
2. Download and install Firefox on Windows.

   After reinstalling your browser, follow the instructions in STEP 3: Reinstall Password Manager Toolbar.

Reinstall Google Chrome

1. Uninstall Google Chrome.
2. Download & install Google Chrome.

   After reinstalling your browser, follow the instructions in STEP 3: Reinstall Password Manager Toolbar.