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Since the newest update, my Trend Micro DirectPass icon will not launch.

  • 2 replies
  • 2 have this problem
  • 7 views
  • Last reply by bwatts26

bwatts26
bwatts26
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In addition to the above, when I try to launch the DirectPass icon, the Firefox window decreases to the top half of my browser window. If I reinstall, I will lose all of my password information. There is no difficulty in launching this application in internet explorer. According to Firefox diagnostics, all the of the TrendMicro extensions are enabled.

In addition to the above, when I try to launch the DirectPass icon, the Firefox window decreases to the top half of my browser window. If I reinstall, I will lose all of my password information. There is no difficulty in launching this application in internet explorer. According to Firefox diagnostics, all the of the TrendMicro extensions are enabled.

All Replies (2)

the-edmeister
the-edmeister
  • Moderator
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Try Firefox Safe Mode to see if the problem goes away. Firefox Safe Mode is a troubleshooting mode that turns off some settings, disables most add-ons (extensions and themes).

If Firefox is open, you can restart in Firefox Safe Mode from the Help menu:

  • In Firefox 29.0 and above, click the menu button New Fx Menu, click Help Help-29 and select Restart with Add-ons Disabled.
  • In previous Firefox versions, click on the Firefox button at the top left of the Firefox window and click on Help (or click on Help in the Menu bar, if you don't have a Firefox button) then click on Restart with Add-ons Disabled.

If Firefox is not running, you can start Firefox in Safe Mode as follows:

  • On Windows: Hold the Shift key when you open the Firefox desktop or Start menu shortcut.
  • On Mac: Hold the option key while starting Firefox.
  • On Linux: Quit Firefox, go to your Terminal and run firefox -safe-mode
    (you may need to specify the Firefox installation path e.g. /usr/lib/firefox)

When the Firefox Safe Mode window appears, select "Start in Safe Mode".
Safe Mode Fx 15 - Win

If the issue is not present in Firefox Safe Mode, your problem is probably caused by an extension, and you need to figure out which one. Please follow the Troubleshoot extensions, themes and hardware acceleration issues to solve common Firefox problems article to find the cause.

To exit Firefox Safe Mode, just close Firefox and wait a few seconds before opening Firefox for normal use again.

When you figure out what's causing your issues, please let us know. It might help others with the same problem.

bwatts26
bwatts26 Question owner
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I followed the directions above and further reset firefox to default mode. I enabled the DirectPass extension, and it does not work. I believe it's an extension problem.