help with login and restart

Question

hi I have a surface go 2 laptop and I haven't has any problems with it until all of a sudden my finger id doesn't work and I have to use my pin but I couldn't. I thought I had the right pin it wasn't. Then I tried the password it didn't work either and I have already tried to restart it and it didn't work. Then when I tried to do the shift and trouble shoot it there was no option. So please help!! By the way it was working perfectly fine three days ago I don't know what happened.

***Windows / Windows 11 / Desktop, Start, and personalization / Touch keyboard***

Answer 1

Hello emily,

Thank you for posting in Microsoft Community.

I understand that you're having trouble logging in to your Surface Laptop Go 2. Let’s try to resolve this issue step by step.

Here are some steps you can try:

1. Check Fingerprint Sensor Hardware: First, ensure that your finger is clean and dry. Sometimes moisture or dirt can interfere with fingerprint recognition.
2. Reset your password: If you're unable to log in with your PIN or password, you can reset your password by following these steps:

• On the login screen, click on "I forgot my PIN" or "I forgot my password".
• Follow the prompts to reset your password. You may need to verify your identity by entering your email address or phone number.

3. Perform a system restore: If resetting your password doesn't work, you can try performing a system restore to a previous point in time when your Surface was working properly. Here's how:

• Press and hold the power button for 10 seconds to turn off your Surface.
• Press and hold the volume-up button and the power button at the same time for at least 15 seconds, and then release both.
• Your Surface will restart and you'll see the Surface logo. Release the buttons after you see the logo.
• Select Troubleshoot > Advanced options > System Restore.
• Follow the prompts to restore your Surface to a previous point in time.

If none of the above step's work, you might need to reset your device. This will reinstall Windows and delete all of your personal files, apps, and settings. You can also choose to keep your personal files. You can get to the reset option by restarting your Surface from the sign-in screen. Here’s how:

1. Hold the Shift key down while you select Power> Restart in the lower-right corner of the screen.
2. After your Surface restarts to the Choose an option screen, select Troubleshoot > Reset this PC.

Hopefully, one of these steps will resolve the issue.

Kind regards,

Lavenia

Answer 2

Hello emily,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com).

Thank you for understanding. 

Kind regards,

Lavenia