Surface Pro that Used to Ask for Password is Asking for a Pin

Question

I am unable to use my Surface laptop. It is asking me to enter a Pin. I have always used a password. Once I entered the password, it ask me to enter the pin. It then asked to verify my identity which I did, but it would still not allow me to enter a PIN. Please help, I have an online course that I am working on and I am unable to get in to work on my course. The strangest thing is that I thought it was working for a minute or two. I went to check something on the stove and when I returned, it was asking for a PIN again. Please help!!

Answer 1

Hi Myra Hale Walters,

Thank you for reaching Microsoft Community. I'm sorry to hear that you're having trouble accessing your Surface Pro. I understand how frustrating this is especially that the device needed for an online course.

It sounds like your device may have switched from using a password to a PIN for login. Does it give you also an error message like "PIN is unavailable"? If possible, please provide us with the error.

Also, what were the last things that you did on the device the last time that you were still able to access it? Were there changes made on it?

To troubleshoot, kindly try first doing a Force Shutdown on the device to clear the hardware cache by pressing and holding down the Power button for 30 seconds.

If the issue persists, kindly try these steps below to uninstall updates through the Windows Recovery Environment (WinRe) before we conclude with a Reset:

Boot first the device to WinRe by doing these:

On the log in screen, press and hold the Shift key

Tap the Power icon on the screen then select Restart

Release the Shift key once you see the Choose an option screen

On the Choose an option screen, select Troubleshoot

Select Advanced options

Select Uninstall Updates

Choose first Uninstall Latest Feature Updates then follow the instructions

After that, restart the device and see if you are now able to log in

If not, follow the steps again and this time, select the Uninstall Latest Quality Update option

Once you are able to log in on the device, please make sure to reinstall updates properly:

Go to Windows Settings > Updates & Security

Select Check for updates and make sure all updates installed including Optional updates

Let me know how it goes.

Kind regards,

Marrion

Answer 2

Hi Myra Hale Walters,

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 or start a discussion (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion