You receive the following error message/s when opening Password Manager application or the Browser Helper Object (BHO):

• Service is currently unavailable
• Password Manager Service has stopped working
• Password Manager Service could not start

Password Manager service has stopped and could not start normally even when the Password Manager processes are running.

This happens because of compatibility issues between modules of Trend Micro Password Manager and the new processor type Apollo Lake.

Check if you are using the affected processor

1. On your keyboard, press the Windows + R keys. This will open the Run window.
2. On the Open field, type Control Panel, then press ENTER. Control Panel window will open.
3. Click System and Security, then click System. You will see the processor type under System section.
4. Go to the Intel Website , then check if your processor is included on the list.
   • If the processor is not listed, proceed to Basic Troubleshooting section
   • If the processor is listed, proceed to Reinstall Password Manager section.
   Basic Troubleshooting

   1. Check for conflicting software:
      1. On your keyboard, press the Windows + R keys. This will open the Run window.
      2. On the Open field, type appwiz.cpl, then press ENTER. The Programs and Features window will appear.
      3. Look for unwanted or malicious software, then click Uninstall.
   2. Check if Password Manager services are running:
      1. On your keyboard, press the Windows + R keys. This will open the Run window.
      2. On the Open field, type taskmgr, then press ENTER. The Task Manager window will appear.
      3. Look for the following Password Manager processes:
         • PwmTower.exe
         • PwmSvc.exe
      4. If the processes are present, proceed to the next step. Otherwise, restart components using Password Manager Diagnostic Toolkit:
         For Windows 10

         1. Go to Start > All Apps > Trend Micro Password Manager.
         2. Click Trend Micro Password Manager Diagnostic Toolkit.
         3. Click Yes when the User Account Control window appears.
         4. Click Stop Components.
         5. After ten seconds, click Start Components.
         For Windows 8.1

         1. On your keyboard, press the Windows + C keys. This will open the Charms bar.
         2. Click Search.
         3. On the Search box, type diagnostic toolkit, then press ENTER.
         4. Click Trend Micro Password Manager Diagnostic Toolkit.
         5. Click Yes when the User Account Control window appears.
         6. Click Stop Components.
         7. After ten seconds, click Start Components.
         For Windows 7

         1. Go to Start > All Programs >Trend Micro Password Manager.
         2. Click Trend Micro Password Manager Diagnostic Toolkit.
         3. Click Yes when the User Account Control window appears.
         4. Click Stop Components.
         5. After ten seconds, click Start Components.
   3. Manually start the Password Manager services:
      1. On your keyboard, press the Windows + R keys. This will open the Run window.
      2. On the Open field, type services.msc, then press ENTER. The Services window will appear.
      3. Look for the following Password Manager service:
         • PwmSvc (Trend Micro Password Manager Central Control Service)
      4. Right click on the service, then choose Start.
   4. Reinstall Password Manager

      For instructions on how to reinstall your Password Manager, proceed to Reinstall Password Manager section.

   Reinstall Password Manager

   1. Uninstall Password Manager:
      1. On your keyboard, press the Windows + R keys. This will open the Run window.
      2. On the Open field, type appwiz.cpl, then press ENTER. The Programs and Features window will appear.
      3. Select Trend Micro Password Manager, then click Uninstall.
      4. Wait for the program to be uninstalled, then restart your computer when asked.

   2. Reinstall Password Manager. Click the Download button below to download the installer.

      Download Installer

   3. Double-click TrendMicroPasswordManager_MUI.exe to run it.

      Click Yes when the User Account Control window appears.

   4. Wait as the installer extracts the files it needs, then click Next.
   5. Read the License Agreement, then click Agree and Install.

      You have successfully installed the program once the Sign in to Your Trend Micro Account window appears.

   6. Type your serial number, then click Next.
   7. Click Next when the Introduction window appears.
   8. Fill up the needed information for your Master Password, then click Create.
   9. Click Open Password Manager to open the program.