Unable to log my son onto a Windows 10 laptop. Something went wrong. Can't create a PIN.

Question

Hi,

I have a Dell XPS that I was using for something, but I no longer need it for what I was using it for. It runs Windows 10 22H2 19045.5854. I did the build-in Reset on the laptop to set it back to a fresh state. I was able to log on and run Windows Updates and all the standard things. Everything worked fine.

I have a Family Group setup in Microsoft Family Safety that includes my wife and kids. I went into the Users section in Windows and ALLOWed my son to be able to log onto this laptop, just like I've done in the past. I then logged me off and logged him on.

I was able to select his email, enter his password, enter the code from MS Authenticator, and all that without any issues. I then got to a screen that tells him he should make a PIN.

https://i.imgur.com/qYDg7VR.png

The only button on the screen is "Next". When we click Next, it sits and thinks for a long while. Then it comes up and says Something went wrong.

https://i.imgur.com/o1xcQoE.png

If I click Retry, it just keeps saying Something went wrong. If I click Skip, it says "Welcome" and looks like it's going to log in, but after about 2 seconds, it just exits and I'm back at the initial logon screen after booting up the computer.

I even did a reset on the computer again in case something went wrong. It had no effect.

Anyone have any idea what the problem might be?

Thanks!

Answer 1

The first place I'd look is in the Windows Logs to see what errors are occurring. That would help a lot.

The next thing I would do is check to see if the C:\Users directory already has his user profile. If so then I'd go into User Profiles and remove it.

Does your son use an MS account to log in? If so then, IIRC, you can go to Other users under Accounts, then click Add account and enter his email address. That should trigger an email invitation. Does he get the email?