"Unable to Help with Your Passwords" error message appears when clicking the Password Manager Toolbar on your browser

You receive the following error message appears when clicking on the Password Manager Toolbar:
Unable to Help with Your PasswordsUnable to Help with Your Passwords
"Unable to Help with Your Passwords. Please try again or get support here."
"Unable to Help with Your Passwords. Trend Micro cannot help you save passwords and automatically sign into websites until you take a moment to sign into your Trend Micro Account"
This can happen due to the following reasons:
  • You are not yet signed in to your Trend Micro account
  • Your Password Manager is not running properly or not installed
Note: On some computers, Password Manager may take 3 to 5 minutes to load completely. For Password Manager browser extension, it might take 30 seconds before it loads properly. If issue persists, follow the recommended solutions below.
To resolve this issue, do the following:

 


STEP 1: Make sure you are signed in to your Trend Micro account
To sign in to your Trend Micro account, do the following:
  1. On the popup message, click Sign in Now. This will open the Sign In page.
  2. Log in using your Trend Micro Account credentials, then click Next.
    Login your Trend Micro account (MyAccount)
    If you do not have a Trend Micro Account, do the following:
    1. Click Create an account.
    2. Fill out the form, then click Next.
      Fill out the form
    3. Choose either Use the free version, or Provide your Premium version Activation code, then click Next.
      Enter Activation Code
    4. Create your master password to completely activate the program, then click Create.
      It is highly recommend to include letters, numbers and special characters to strengthen your password.
  3. Your account should be signed in and you'd be able to use your Trend Micro Password Manager.
    Create Master Password

STEP 2: Restart the components of your Password Manager using the Diagnostic Toolkit
To restart the components of your Password Manager, do the following:
  1. Open the Password Manager Diagnostic Toolkit.
    1. Go to Start > All Apps > Trend Micro Password Manager > Password Manager Diagnostic Toolkit.
    2. Click Trend Micro Password Manager Diagnostic Toolkit.
    3. Click Yes when the User Account Control window appears.
    4. Go to the Components tab, then click Stop all Components.
    1. On your keyboard, press the WINDOWS Windows Key + C keys, then click Search.
    2. In the open field, type “diagnostic”, then select Password Manager Diagnostic Toolkit.
    3. Click Yes when the User Account Control window appears.
    4. Go to the Components tab, then click Stop all Components.
    1. Go to Start > All Programs > Trend Micro Password Manager > Password Manager Diagnostic Toolkit.
    2. Click Yes when the User Account Control window appears.
    3. Go to the Components tab, then click Stop all Components.
    1. Go to Finder > Applications > Password Manager Diagnostic Toolkit.
    2. Click Stop all Components.
  2. Wait for a few seconds, then click Start all Components.
  3. Try accessing the Password Manager toolbar again.
    If the issue persists, proceed with STEP: 3 Uninstall your Password Manager using the Diagnostic Toolkit.

STEP 3: Uninstall your Password Manager using the Diagnostic Toolkit
To uninstall your Password Manager, do the following:
  1. Go to Start > All Apps > Trend Micro Password Manager > Password Manager Diagnostic Toolkit.
  2. Click Trend Micro Password Manager Diagnostic Toolkit.
  3. Click Yes when the User Account Control window appears.
  4. Go to the Components tab, then click Uninstall.
  1. On your keyboard, press the WINDOWS Windows Key + C keys, then click Search.
  2. In the open field, type “diagnostic”, then select Password Manager Diagnostic Toolkit.
  3. Click Yes when the User Account Control window appears.
  4. Go to the Components tab, then click Uninstall.
  1. Go to Start > All Programs > Trend Micro Password Manager > Password Manager Diagnostic Toolkit.
  2. Click Yes when the User Account Control window appears.
  3. Go to the Components tab, then click Uninstall.
  1. Go to Finder > Applications > Password Manager Diagnostic Toolkit.
  2. Click Uninstall.

STEP 4: Reinstall your Password Manager
To reinstall your Password Manager, do the following:

System Requirements
Operating SystemVersionProcessorRAMDisk SpaceWeb Browser
Windows Windows 7 SP1
(32 bit and 64 bit)
1 Ghz or faster > 2GB > 300MB Microsoft® Internet Explorer® 11.0
Mozilla Firefox® - supports the latest 2 versions
Google Chrome™ - supports the latest 2 versions
Windows 8/8.1
(32 bit and 64 bit)
Windows 10
(32 bit and 64 bit)

 

Installation Instructions
  1. Click the Download button below to download the installer:

     

     

  2. Double-click TrendMicroPasswordManager_MUI.exe to run it.
  3. Click Yes when the User Account Control window appears.
    User Account Control
  4. Wait as the installer extracts the files it needs and click Next.
    Unpacking the compressed files
  5. Read the License Agreement, then click Agree and Install.
    License Agreement
    Wait for the program to install. This may take a couple of minutes.
    You have successfully installed the program once the Sign in to Your Trend Micro Account window appears.
    Activate Password Manager
  6. Type your serial number, then click Next.
    Type your serial number
  7. Click OK when the Introduction window appears.
    Introduction window
  8. Fill up the needed information for your Master Password, then click Create.
    Create Master Password
  9. Click Open Password Manager to open the program.
    Open Password Manager

System Requirements
Operating SystemVersionProcessorRAMDisk SpaceWeb Browser
Mac Mac OS X 10.9
Mavericks
Intel Core 2 Duo
2.0 GHz or faster
> 2GB > 300MB Safari 9.0 or above
Mozilla Firefox® - supports the latest 2 versions
Google Chrome™ - supports the latest 2 versions
Mac OS X 10.10
Yosemite
Mac OS X 10.11
El Capitan

 

Installation Instructions
  1. Click the Download button below to download the installer:

     

     

  2. Open and double-click TrendMicroPasswordManager_MUI.dmg to run it.
  3. Click Continue on the welcome page.
  4. Read the License Agreement, then click Continue.
  5. Click Agreeto the License Agreement.
    License Agreement on Mac
  6. Click Install.
  7. Click Continue when asked to select a destination (it can only be installed on the primary hard drive), then click Install.
    Select destination
  8. Provide your administrator account to proceed, then click Install Software.
    Click Install Software
    Wait for the program to install. This may take a couple of minutes.
  9. You have successfully installed the program once the Sign in to Your Trend Micro Account window appears.
Video Tutorial

Applies To: Password Manager - All;

Last Updated: Apr. 25, 2017 11:42 PM (PST)
Solution ID: 1111717