Windows 11 - unable to set up Windows Hello PIN

Command prompt is showing windows system32 where it's not accepting any command. Typing help is also not working.

Hi KTC,

Welcome to the Microsoft Q&A forum.

After a restart or Windows update, the Windows Hello sign‑in components may need to be refreshed. When this occurs, the PIN option can disappear or stop working because the secure PIN data (stored locally) can no longer be accessed. At this point, here are some possible troubleshooting steps that you can try:

Option 1: Reset Windows Hello PIN data

• From the sign‑in screen, hold Shift > select Power > Restart.
• Go to Troubleshoot > Advanced options > Command Prompt.
• Close Command Prompt and sign in using the built‑in Administrator account.
• Open File Explorer, enable Hidden items.
• Navigate to: C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
• Delete the NGC folder contents.
• Restart, sign in to your normal account with your password, then set up a new PIN.

Option 2: Clear the security processor (TPM)

• Sign in with your password.
• Open Windows Security > Device security > Security processor troubleshooting.
• Select Clear TPM and restart when prompted.
• Set up the PIN again.

Option 3: If PIN is still unavailable

• Create a new local administrator account and move your files to it, or
• Use Reset this PC (Keep my files) to refresh sign‑in components without removing personal data.

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The PIN is no longer showing as an option, so the Forget and Remove PIN options are available.

What is the process to use an alternate account or built-in Administrator account is needed to repair the profile? My account shows as Administrator, but is not allowing me to delete the NCG file.

Thank you.

Use a step-by-step approach to recover PIN and Windows Hello on Windows 11 when normal reset and updates did not help.

1. Try a standard PIN reset from the lock screen
   • On the sign-in screen, select Sign-in options.
   • Choose PIN (Windows Hello).
   • Select I forgot my PIN and follow the prompts to reset it, signing in with the account password or Microsoft account when asked.
   • If this succeeds, Windows Hello PIN should start working again.
2. Remove and re-add Windows Hello sign-in methods
   • After signing in with password (or any working method), go to Start > Settings > Accounts > Sign-in options.
   • Under PIN (Windows Hello), remove the existing PIN if the option is available, then add a new PIN.
   • If using fingerprint or face, remove those under Fingerprint recognition (Windows Hello) or Face recognition (Windows Hello) and re-enroll them after the PIN is working.
3. If PIN still cannot be created (loop or “something went wrong”)
   • This can indicate a corrupted PIN/NGC configuration or a deeper Windows Hello issue.
   • From the sign-in screen, use I forgot my PIN again and complete the Microsoft account verification carefully. If it still fails with the same error and there is no way to sign in, an alternate account or built-in Administrator account is needed to repair the profile.
   • If there is a way to sign in (for example with password or another account), remove the PIN from Sign-in options and add it again. This triggers a PIN reset and often restores functionality.
4. Check for known Windows Hello issues after reset/repair
   • If the device recently had a Reset this PC or push-button reset with Keep my files, and System Guard Secure Launch or DRTM was enabled after installing a recent update, the issue might match the known Windows Hello problem described for OS Build 26100.3781.
   • In that case, install the servicing update that addresses the issue (KB5058411) via Windows Update if it is offered. This resolves cases where Windows Hello shows messages like “Something happened and your PIN isn't available. Click to set up your PIN again” after such a reset.
5. When no sign-in method works and PIN cannot be repaired
   • If neither password nor PIN works and Windows Hello setup fails repeatedly, and there is no alternate admin account, the remaining option can be to back up data (if possible) and perform a clean install or full reset of Windows. This is consistent with cases where the PIN/NGC store is irreparably corrupted and normal recovery steps do not succeed.

If the error persists after these steps and updates, and especially if the error code shown during PIN creation is not one of the documented ones, contact Microsoft Support for further diagnostics.

References:

• Windows Hello errors during PIN creation
• Troubleshoot problems with Windows Hello on Surface
• Windows Hello Enhanced Sign-in Security
• Windows Hello common issues and troubleshooting tips
• April 16, 2025—KB5059087 (OS Build 26100.3781) Out-of-band
• User Account Access in Windows
• Unable to log in to Dell Rugged Laptop - Microsoft Q&A
• Stuck in an infinite loop involving the PIN - Microsoft Q&A