"Incorrect account information, or the account may have been disabled..." error message appears when trying to the login to the console of Control Manager (TMCM)

Control Manager 7.0

Last updated: 2025/05/08

Solution ID: KA-0008189

Category: Troubleshoot

The following error message prevents you from logging in to the web console:

Incorrect account information, or the account may have been disabled. Please verify your account information and status and try again.

This error message only appears after upgrading to TMCM 7.0.

To fix this error, follow the steps below:

Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.

Modify the registry value for "SQLWinAccount" to "0" under registry hive: [HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TVCS].
- For 32-bit system: HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\TVCS
- For 64-bit system: HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro\TVCS
Reset the Control Manager password using the reset tool. Follow this article for the complete procedure.

If the issue persist, please verify if the app pool used by the TMCM site is running:

Open IIS Manager.
Right-click the site used by TMCM (by default it is “Default Web Site”), then go to Manage Website > Advanced Settings.
Take note of the Application Pool used (by default it is “DefaultAppPool”).
Go to Application Pools and verify that it is running. Otherwise, manually start it.

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