PIN Code error

Question

i keyed in my pin code and this error kept coming out. All the other alternative sign in options needed my pin code too. Tried troubleshooting but they need the bitlocker recovery. But i dont remember creating one.

Answer 1

Hi Shayfah, 

Thank you for reaching Microsoft Community. 

For the BitLocker Recovery Key, please try to log in on your Microsoft Account using another working device and see if the Recovery key is available. Open and log in with your Microsoft Account on these pages: option 1 / option 2. 

If the BitLocker Recovery key is not available on your Microsoft Account and still the device wont accept your PIN, I'm sorry but we'll need to perform a Reset on the device. You may try first the Reset option to keep your files by: press and hold the Shiftkey and select the Powericon on the screen then choose Restart. Release the Shiftkey once you have the Choose an Option screen. Select Troubleshoot> Reset this PC then choose Keep my files option. If that wont work, perform the steps again in booting the device to the Choose an optionscreen and this time select Remove everything after choosingReset this PC. 

If still the Reset wont work or you are always prompted for the BitLocker key, I suggest that you proceed in re-installing Windows on the device using a USB Recovery Image. This option will re-image the entire device and reload Windows including the drivers and firmware. It is the most complete form of Reset. You will need also a 16GB/32GB of flash drive that must be formatted into FAT32 prior to downloading the Recovery Image. If you like to try, you can follow the steps provided below:

How to Download, Create and Use a USB recovery drive

To download the Recovery Image:

• You'll need a PC running Windows 7 or later or Surface Device.

1. Visit the page to Download the recovery image for your Surface
2. Sign in with your Microsoft Account
3. From the list of Surface devices available, select the device that you need a recovery image for

Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

 Format USB Drive:

• Note: Formatting a recovery drive will erase anything that is already stored on your USB drive. Make sure to transfer any important data from your USB drive to another storage device before using it to create a Surface USB recovery drive.

1. Insert your USB drive into the USB port of your PC.
2. From the desktop, open File Explorer
3. Tap and hold or right-click on the USB drive and choose Format
4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
5. Tap or click OK to erase the contents of the USB drive
6. Tap or click OK when the format is complete

Create a recovery drive:

1. On your Surface or PC, open recovery image that you downloaded by double-clicking it or right click then select Extract and then Extract all.
2. Select the USB drive you formatted earlier for the location and click Extract.

Use a USB recovery drive to reset your Surface:

1. Shutdown the Surface
2. Insert the USB recovery drive into the USB port
3. Press and hold the volume-down (-) rocker
4. Press and release the power button
5. When the Surface logo appears, release the volume-down (-) rocker
6. Surface will start the recovery software on the USB recovery drive
7. When prompted, choose your language options and keyboard layout
8. Select Troubleshoot
9. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC.
10. If prompted, select Repartition the drives
11. If prompted for BitLocker Key, tap Skip this Drive

Hope this helps.