Unable to reset PIN from lock screen only

Syed Faisal 0 Reputation points
2024-05-15T14:49:18.38+00:00

Hi,

I have Windows 11 machine, Windows Hello for Business is setup and working, also PIN reset is working from Accounts setting area where Face and other settings are.

But not working from CTRL-ALT-DEL, after authentication, white screen with "Something went wrong"

I can see event id 5061 failure with defaultuser100001(likely locally created user for pin reset)

non destructive is enabled, 2 apps are already allowed in M365 portal which are required for PIN service.

Also device wipe also tried but same result after wipe

thanks

SMF

Windows 11
Windows 11
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  1. Hania Lian 8,386 Reputation points Microsoft Vendor
    2024-05-17T03:00:02.7033333+00:00

    Hello,

    If Windows Hello’s PIN reset feature isn’t working from the lock screen, there could be several reasons behind it. Here are some troubleshooting steps you can take:

    Check updates - Make sure your computer is updated to the latest version of Windows 11. Microsoft often releases patches and updates that can resolve such issues. You can check for updates by navigating to Settings > Windows Update > Check for updates.

    Verify Identity: Do a verification of your Microsoft account. Go to Settings -> Accounts -> Info -> Verify.

    Reset PIN in Safe Mode: Boot your system into Safe Mode, then attempt to reset your PIN.

    Disable Firewall or Antivirus Temporarily: Sometimes, firewall or antivirus software may interfere with the reset process. Try disabling these applications temporarily and try to reset your PIN again.

    If the previous solutions don’t work, removing and then re-adding your PIN can help. Go to the Sign-in options page in your Settings, click on Windows Hello PIN and then click on ‘Remove’. After removing old PIN, add a new PIN.

    Also a stable internet connection is required during PIN reset. If your internet connection is unstable, it may cause a problem resetting the PIN from the lock screen.

    Best Regards,

    Hania Lian

    ============================================

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