LAST UPDATED: AUG 17, 2022
You see this error message when you clicked the Password Manager Toolbar:
"Unable to Help with Your Passwords"
Why did this happen?
What should I do next?
On some computers, Password Manager may take longer to load completely. Wait for three to five minutes before using Password Manager.
If the error is still there after 5 minutes, install the Password Manager root certificate.
For Windows
For Mozilla Firefox
- On the Mozilla Firefox Menu, go to Settings.
- Click Privacy & Security, then choose Security.
- Click View Certificates….
- The Certificate Manager window will appear. Under Authorities, click Import....
- A file window will appear. On the File Location bar, paste or type any of these locations:
- C:\Program Files\Trend Micro\PasswordManager\certutil
- C:\Program Files\Trend Micro\TMIDS\certutil
- Double-click RootCA.crt.
- 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.
For Google Chrome
- On the Google Chrome Menu, go to Settings.
- Type "Certificate" in Search Settings.
- Click Manage certificates.
- The Certificates window will appear. Click Trusted Root Certification Authorities, then click Import....
- Click Next on the Welcome page, then click Browse on the next page.
- A file window will appear. On the File Location bar, paste or type this location: C:\Program Files\Trend Micro\PasswordManager\certutil.
- Double-click RootCA.crt, then click Next.
- Click Next again, then click Finish.
Try to open Password Manager Toolbar. If you still encounter the error message, proceed to the next step.
For Mac
- Launch keychain access by doing any of the following:
- Go to Applications, click Utilities, then start the Keychain Access.app.
- Use Spotlight, then search for "keychain access.app".
- Click System, then click Certificates.
- Click Password Manager Root certificate.
- On the Password Manager Root screen, set Secure Sockets Layer (SSL) and X.509 Basic Policy to Always Trust.
- Close the Password Manager Root screen, then type the system password to save it.
- Restart your browser, then check if Password Manager is now available.
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