Cannot Log into Surface Pro

Question

We recently did an update on a Surface pro and since then when we type in the password at login screen it says not verified and does a facial recognition. We never set up a facial recognition or a pin. Please provide assistance.

Answer 1

Sami,

Try a two button reset:

Step 1: Press and hold the power button on your Surface for 30 seconds and then release it.

Step 2: Press and hold the volume-up button and the power button at the same time for at least 15 seconds and then release both.

The screen may flash the Surface logo, but continue holding the buttons down for at least 15 seconds.

Step 3: After you release the buttons, wait 10 seconds.

Step 4: Press and release the power button to turn your Surface back on. You should see the Surface logo.

If that does not help and you are stuck in this state, you will unfortunately need to try a complete wipe and reimage from a downloadable recovery image.

Go to https://support.microsoft.com/en-us/surfacereco... and download a recovery image for your Surface. You will need a 16GB USB stick formatted FAT32. Unzip/extract the recovery zip to the formatted USB stick and then-

To reset your Surface from a USB recovery drive:

Step 1: Make sure your Surface is turned off and plugged in (hold down the power button for 30 seconds).

Step 2: Insert the USB recovery drive into the USB port on your Surface.

Step 3: Press and hold the volume-down button while you press and release the power button on your Surface.

Step 4: When the Surface logo appears, release the volume button.

Step 5: When prompted, select the language and keyboard layout you want.

Step 6: Select Troubleshoot > Reset your PC.

If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Step 7: Select the target operating system you wish to reset. This refers to the current operating system installed on your Surface.

Step 8: Select Yes, repartition the drives, and on the next page, select Next.

Step 9: Choose Just remove my files.

Step 10: Select Reset.

Surface restarts and the Surface logo displays while the reset process continues (this can take a while).

Hope this helps. If it was of assistance, please DO mark as Answer. And sorry for the pain..

Answer 2

It did not work, What is the recovery USB?

Answer 3

The recovery image restores your Surface to the way it was when you first took it out of the box on day one and you will need to set it up again.

Answer 4

By the way, if you are in the US, you can go to the closest physical retail Microsoft Store and they can assist with this. https://www.microsoft.com/en-us/store/locations...

Answer 5

I am not able to reset the surface pro with the steps that were provided. Is there any other way, without me going to a store? Why is this issue happening in the first place?