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How do I sign in to my surface laptop when facial recognition doesn’t work?

Anonymous
2024-11-13T01:08:25+00:00

Hello, I just restarted my Surface Laptop 7 after being prompted to, following the latest cumulative update. However, the facial recognition doesn’t work now - at the sign in screen, when the facial recognition icon detects my face, a message saying “Sorry - something went wrong” and “You’ve entered an incorrect PIN several times.” below that. There is also a prompt to enter a challenge phrase in order to key in a PIN. However, I have forgotten my PIN and there is no option to reset it. Facial recognition has always worked until this point. How do I resolve this issue?

Surface | Surface Laptop | Safety and security

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  1. Anonymous
    2024-11-19T09:31:35+00:00

    Hi Teng Kiat,

    So you went into the recovery environment(winRE), uninstalled the latest Windows update, and then saw the option to log in with a Microsoft account again on the login page?

    Then obviously you are in luck, because usually this option is checked in the default login Settings of the system, then you will not see the option to log in with a Microsoft account on the login page:

    Image

    And if you can't see this option, then the solution in my first reply is what you need to do next.

    Anyway, I'm glad to hear that your problem has been resolved, but I still want to give you a warm tip to create a new local administrator account for your Surface, so as to avoid the embarrassment of having no account to log in to the system.

    If you have any questions about using Microsoft products in the future, please feel free to post a new thread here.

    To help other customers who may be facing the same issue, please click "Yes" underneath the post that had the solution for you. This highlights the information for other customers. Thanks for your cooperation.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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  1. Anonymous
    2024-11-17T23:00:08+00:00

    Hello Mitchell, many thanks for the response, much appreciated.
    I was eventually able to resolve this by going into recovery mode, then to advanced options where I uninstalled the most recent Windows update. After that, I restarted and the option to utilise my Windows account and password was available, which I used to log in and then subsequently reset my Windows Hello.

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  2. Anonymous
    2024-11-14T07:49:00+00:00

    Hello Teng Kiat,

    Welcome to Microsoft Community.

    What if the current situation is that Windows Hello's facial recognition doesn't work, and you can't log in with a Pin. If the challenge phrase is displayed after entering the wrong Pin multiple times, and you don't see the "I forgot my Pin" option, it means there is no way to log in to the Surface.

    In fact, customers have asked the same question before, hoping that we can provide a solution to bypass verification and enter the system, but this is obviously not possible. If there is such a method, this means that any stranger can access any user's computer and browse the data without the correct password or Pin.

    So the only thing to do now is to create a Surface-specific USB recovery drive in another Windows computer, and then use it to restore your Surface to factory Settings:

    Creating and using a USB recovery drive for Surface - Microsoft Support ****

    You will need to obtain the recovery image using the corresponding serial number and make a dedicated USB recovery drive, with full video instructions in the link.

    When the Surface is restored, I usually recommend that customers create an additional local administrator account as a backup account after logging in to their account, so that if the account you are using fails to log in, at least you have a backup account to access your computer.

    If anything is unclear, please do not hesitate to let me know.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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