Lock Screen Problems

Question

My lock screen won't recognize my email and password. I had worked fine up until a few days ago. My sign-in options have changed since before. Previously, I had the option to use a PIN; now that it is gone, my only remaining options are the local or domain account password and the Microsoft account password. I have tried both and had no luck. I've tried restarting and pressing Shift to access the advanced options and reset- still a no-go.

Answer 1

Hi Katie Lea,

Thanks for reaching out here in the Microsoft Q&A. I can understand the inconvenience this issue has caused you. To help resolve this issue, please follow the steps outlined below: 

Method 1: Reset Password Online

If the Microsoft account password is incorrect or has been changed elsewhere, resetting it online can restore access. This also covers cases where the account is locked or credentials are out of sync.

• From another device, go to https://account.microsoft.com and select Forgot password > follow the steps to reset your password.
• Return to the lock screen and try the new password.

Method 2: Reset the NGC Folder

The disappearance of the PIN option suggests corruption in the NGC folder, which stores PIN and biometric data. Resetting it can restore PIN functionality and potentially fix credential issues.

• Boot into Safe Mode (hold Shift while clicking Restart from the lock screen > navigate to Troubleshoot > Advanced Options > Startup Settings > Restart and select Safe Mode with Command Prompt).
• In Command Prompt, run:

takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc /r /d y
icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc /T /Q /C /RESET
rmdir /s /q C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc

• Reboot and sign in with your password. Then, go to Settings > Accounts > Sign-in options to set up a new PIN.

Method 3: Run System File Checker (SFC) and DISM

Corrupted system files could cause lock screen issues or authentication failures. SFC and DISM repair system files and Windows components, covering software-related causes.

• Boot into Safe Mode with Command Prompt (as above) and run:

sfc /scannow

After completion, run:

DISM /Online /Cleanup-Image /RestoreHealth

• Reboot and test the lock screen.

Method 4: System Restore

If the issue started after a recent update or software change, System Restore can revert the system to a previous state without affecting personal files. This is a catch-all for software changes not fixed by SFC/DISM.

• From the lock screen, hold Shift and click Restart to access Advanced Options.
• Navigate to Troubleshoot > Advanced Options > System Restore.
• Select a restore point from before the issue started and follow the prompts.
• Reboot and test.

Method 5: Check for Windows Updates/Driver Conflicts

• If you can log in (via Safe Mode), uninstall recent updates via Command Prompt:

wusa /uninstall /kb:5005565  # Replace with the actual KB number

• Or boot into Safe Mode and roll back drivers:

Press Win + X > Device Manager > Check Biometric or Security Device drivers.

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Best Regards,

Kim Nguyen - MSFT | Microsoft Q&A Support Specialist