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Windows Hello and PIN sign-in both "locked for security reasons" on Surface Book

Anonymous
2016-09-12T11:20:22+00:00

When I restart or wake-up, instead of getting the normal Windows Hello sign-in process I get the following error message:

"Windows couldn't sign you in.

This sign-in option has been locked for security reasons. Use a different sign-in option or connect your device to a power source for at least two hours, then restart it to try again."

I get a similar result using my PIN.

I can sign in successfully with my Microsoft account and password.

I tried following some advice elsewhere to delete the PIN, reboot and then re-set it up. But it gets as far as me putting it in the new PIN and then just does nothing, reverting back to the add new PIN option. I've also tried changing my account to a local account and setting up the PIN there but again, it does not register.

In effect my problem has become "My Surface Book won;t let me set up a new PIN". But I;ve tries all the standard solutions for that.

As background - my machine is fully updated and the big Windows 10 update was successfully done a couple of weeks ago.

The only slightly unusual thing preceding the problem was that yesterday I was using the machine on battery power and it ran down to about 20 minutes left. I then hibernated it and plugged it in. The problem started when I first started to use the machine this morning

The machine is fully charged up and there are no signs of over-heating and the Reliability Monitor shows no problems in the relevant period.

Surface | Surface Book | Safety and security

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2016-11-26T05:23:26+00:00

This post contains the answer that worked for me: (Mark Vincentt5's reply on 23 Aug 2016):

http://www.surfaceforums.net/threads/this-device-has-been-locked-for-security-reason.21277/

In short:

You have to clear the tpm.

If you have device encryption or botlocker turned on tum it off and decrypt drive other wise you will loose access to your data.

Run tpm.msc

Choose clear tpm on the left side.

Pc will restart .

Follow onscreen instructions.

After reboot you can use the encryption again and can change or add pin again.

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Barb Bowman 80,795 Reputation points MVP Volunteer Moderator
2016-09-14T15:12:08+00:00

there aren't alot of folks reporting this - but there are scattered reports. If DISM restorehealth didn't get this fix, I'm guessing that only a reimage will possibly resolve. I know that the nuclear option isn't what folks want to hear, but...

http://www.tenforums.com/user-accounts-family-safety/60536-cannot-add-pin-2.html seems similar to your issue. and it looks like a reimage works for some (use the downloadable recovery image https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/downloadablerecoveryimage ) but not a reset.

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  1. Barb Bowman 80,795 Reputation points MVP Volunteer Moderator
    2016-09-14T11:38:47+00:00

    what happens if you try entering the PIN in extreme slow motion? 4 seconds

    between each number?

    >>So the first task to resolve is getting to set up a PIN. When I go into that dialogue i get to the point where i input the new PIN twice and then i get the spinning dots but then nothing - the screen reverts to add pin with no error message.

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  2. Anonymous
    2016-09-14T10:38:44+00:00

    Hi Carlito

    thanks for the reply but none of those have helped.

    The current status is that I have no PIN set up. This is because I deleted the PIN following other advice in an attempt to solve my original problem as explained above.

    Because I have no PIN set up I can't set up Windows Hello. Previously both Hello and the PIN worked fine including following the Anniversary update.

    So the first task to resolve is getting to set up a PIN. When I go into that dialogue i get to the point where i input the new PIN twice and then i get the spinning dots but then nothing - the screen reverts to add pin with no error message.

    I repeat that my machine is fully updated. I have also run system restore but to no effect. I have also run DISM and have run sfc/scannow all to no effect.

    I have also changed to a local sign in account and tried that and tried reverting to a MS account and tried that. All with no change.

    looking forward to any more suggestions

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  3. Anonymous
    2016-09-14T04:19:01+00:00

    Hi,

    Let's work on this together by doing some troubleshooting steps found on this link. Let us know how it goes.

    Regards.

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