Chrome login bug

Hi there, In Chrome, when I access the Vault via the web page it asks for my password which is fine. However, sometimes it works, and other times it thinks about it and then returns to the same screen and asks for the password again. On the second time, it works. I'm just letting you know. It's not severely limiting but just annoying.

Hi,

Thank you for reaching out and bringing this to our attention. We understand how intermittent issues like this can be frustrating, even when they are not critically impacting your experience, and we appreciate you taking the time to report it.

In order for our team to investigate this further, we kindly ask that you provide the following information:

1. Does this issue occur exclusively on Google Chrome, or have you also encountered it when accessing the Vault via Microsoft Edge?
2. What is the current version of Google Chrome you are using? (Navigate to Chrome Menu > Help > About Google Chrome to check)
3. What version of Trend Micro ID Protection is currently installed on your device? (This information can be found within the application's Settings or About section)

Your responses will allow us to better identify the root cause and work toward a resolution.

Thank you for your cooperation and continued support.

Hi there,

1. I have tried it on Edge just for this case, and it hasn't happened yet.

2. Version 149.0.7827.115 (Official Build) (64-bit) - but it just updated while I checked it, and it is now .201. I doubt that will change anything. I generally stay up to date.

3. This question troubles me. ID Protection is NOT installed on my device, it's a web app. I have Trend Micro Maximum Security, but I'm running ID Protection online.

Hi BarePaddington,

Thank you for getting back to us and for trying the steps on Edge as well — that is helpful information.

We also appreciate you clarifying that point. To clear up any confusion regarding question 3, the version we were referring to was the Trend Micro ID Protection browser extension, which may be installed in Chrome alongside the web application. You can check if it is installed by going to Chrome Menu > More Tools > Extensions and looking for Trend Micro ID Protection in the list.

Based on what you have shared, the intermittent login loop appears to be specific to Google Chrome. This could be related to how Chrome handles session cookies or cached data for the Vault login page. We would suggest trying the following steps:

1. Clear your Chrome browser cache and cookies, then attempt to log in to the Vault again.
2. Check if Chrome is set to automatically clear cookies and site data when all windows are closed. You can verify this by going to Chrome Menu > Settings > Privacy and Security > Third-party cookies and checking if "Clear cookies and site data when you close all windows" is enabled. If so, try disabling it and see if the issue persists.
3. Check if any Chrome extensions, such as ad blockers or privacy tools, may be interfering with the login process by disabling them temporarily and testing again.

Please let us know the results after trying these steps. We will continue looking into this on our end and will keep you updated.

Thank you for your patience and for helping us improve the experience.