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Something went wrong and your PIN isn't available.

Anonymous
2024-09-18T04:23:14+00:00

My keyboard and touch pad were not working so I looked up what to do saw reboot in safe mode and tried that. Once it was done it came up with the Something went wrong and your PIN isn't available. I have no idea what to do, ive seen how to fix it but my keyboard and touch pad do not work at all, I'm on a surface 5 laptop. If photos needed I will add, Factory resetting is an option cause i don't really care most of my stuff is on cloud anyway, just need my laptop to work.

***Moved from Windows / Windows 11 / Desktop, Start, and personalization / General***

Surface | Surface Laptop | Safety and security

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  1. Anonymous
    2024-09-19T09:47:49+00:00

    Hi Gw2000,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    It sounds like you're having a tricky time with your Surface Laptop 5. If your keyboard and touchpad aren’t working and you're seeing the "Something went wrong and your PIN isn't available" error, here are a few steps you can try:

    • Use an External Keyboard: If you have a USB or Bluetooth keyboard available, try connecting it to see if it works.
    • If the external keyboard still doesn’t work, to reset your Surface, you’ll need to create and use a USB recovery drive to reset your Surface to its factory state. Creating and using a USB recovery drive for Surface - Microsoft Support

    When you're ready, here's how to reset your Surface: 

    1. Make sure your Surface is turned off and plugged in, and then insert the USB recovery drive into the USB port.
    2. Press and hold the volume-down button while you press and release the power button.
    3. When the Microsoft or Surface logo appears, release the volume-down button.
    4. When prompted, select the language and keyboard layout you want.
    5. Select Recover from a drive or Troubleshoot > Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen.
    6. Choose Fully clean the drive.
    7. Select Recover.
      Surface restarts and displays the Surface logo while the reset process continues. This can take several minutes.

    I hope this helps. If there is anything not clear, please do not hesitate to let me know.

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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