Stuck in endless sign in loop

Question

I have been trying to access my laptop for a few days now, I have a surface pro with windows 10, updated today to ensure it is fully up to date. I haven’t used my laptop in some time, and as such I forgot my pin for the login. So I tried using the password for my Microsoft account as prompted (being the second of the two options to sign in) and my password seemed to not take as “the device is offline.” I have checked and changed WiFi connections to make sure the device is connected to the internet and the connections are all stable. I tried a few times and the system prompted me to change my Microsoft password, so I did so through the popup that comes up on the Lock Screen, and the password was successfully changed (I confirmed this by signing in with the new password on another device). Now when I attempt to sign in with the newly created password, it claims that because the device is offline I need to use my old password to sign in, and, now that the password is changed, it claims that my old password is incorrect. So now I am stuck in a cycle of the newly created password not working due to what seems like a connectivity issue, which then directs me to use the old password, which now no longer works due to it no longer being viable. I even tried changing the password back to the old one hoping that there would be some way to access the laptop but the password cannot be used again as it was previously used. I have also tried using the Authenticator app to sign in, as well as through email and text verification code and all to no avail. Please help if anyone knows how to fix this issue!

Answer 1

Restart your Surface Pro in Safe Mode. Once in Safe Mode, try logging in with your Microsoft account password.

• If you created a Surface recovery image beforehand, you can use it to reset your Surface to factory settings, which will erase all your data and reinstall Windows 10.

Answer 2

Hello, It sounds like you’re stuck in a bit of a loop. Here are a few options you could consider: Network Reset: On the login screen, click on the Network icon on the right bottom corner and try disconnecting and reconnecting your Wi-Fi. Then try logging in again. Safe Mode: You can try to boot your Surface Pro in Safe Mode and check if you can login. To do this, hold down the shift key while selecting Restart from the power icon. Once you’re in the Troubleshoot menu, go to Advanced options > Startup Settings > Restart. After your PC restarts, select 4 or F4 to start your PC in safe mode. Reset your device: If all else fails, you can reset your PC. This should be the last resort as it will delete all your files and apps. On the login screen, select Power > Restart while holding down the shift key. In the Troubleshoot menu, select Reset this PC. Best Regards, Hania Lian

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