How do I get my Surface unlocked - it wont accept my password

Question

I have a KNOWN password.  My Surface will not accept and says that I need to login with my last password.  I KNOW that my password has not changed, yet my machine will not accept it.  Then after 3 tries, it takes me to the Bitlocker recovery.  I have gone thru this cycle at least 3 times.  I have also changed my Microsoft account password, but until my Surface can connect to the Internet, it still has my old password (or whatever it thinks ...) and wont let me login.

I am really steamed right now, as I think my only hope is a complete reset.  Microsoft may be losing me as a Surface supporter if I cant get this to work.

Answer 1

Hi,

-What is the exact/complete error message?

I would suggest trying this; you won't lose any of your data:

a)      Plug the Surface in to the power supply. Turn off the device by holding power button down for 6-10 seconds

b)      Tap the power button to turn it back on.

c)      Once the surface logo appears, wait for circling dots to appear and then hold power button down for 6-10 seconds to turn device off again.

d)      Repeat steps 2 & 3 until the surface logo appears with words underneath saying “Preparing Automatic Repair”

e)      Recovery mode will start.

f)       At the Bitlocker screen, tap “skip this drive”

g)      Tap advanced options

h)      Tap Troubleshoot

i)        Tap Refresh

Refresh will take 10 to 25 minutes (if it takes longer, even much longer let it finish); when it's done the Surface should go to the login screen. I hope it resolves the login issue, please let us know.

Note: The apps that came with your PC or you installed from Windows Store will be reinstalled, but any apps you installed from other websites and DVDs will be removed. Windows puts a list of the removed apps on your desktop after refreshing your PC.

Let us know the status of the issue. If you need further assistance, please post back. We will be glad to help you.

Answer 2

i have the same problem  and it is very frustrating. i know my password is correct bc i sign in with it every day.  this morning i loaded everything i need on my tablet so i didnt need to take my kindle and my laptop.  now im on the road and i get the error message pc is offline. sign in with the last password you used.  so i finally went on the windows acct via my phone and changed my pasword but that didnt help.  i followed the instructions above and when i choose refresh your pc it says the drive where windows is installed is locked. unlock the drive and try again.   i am frustrated and dont really want to call customer service because last time i had problems with my surface it too 4 persons to find one who knew what the surface was...and it still took a full day of work to solve the problem.  i would love a reply soon...

Answer 3

AmyRS,

We apologize for the inconvenience.

Do you have local account on the same computer?

The Microsoft account needs to sync the settings sometimes. If you're sure you are putting in the correct password, I suggest using a local account to login and enabling the network adapter in device manager.

Answer 4

Very poor help when prompted to "insert a recovery drive in the USB"  so are you saying that I need a back up usb to get back on?  How can a email password do all this.  I mean it turns on and gives you the option to sign on, it just doesn't accept the password.  When I can use the same password on several other devices.

I want to know if the answer above worked for any one?

Answer 5

Hi,

-What is the exact/complete error message?

I would suggest trying this; you won't lose any of your data:

a)      Plug the Surface in to the power supply. Turn off the device by holding power button down for 6-10 seconds

b)      Tap the power button to turn it back on.

c)      Once the surface logo appears, wait for circling dots to appear and then hold power button down for 6-10 seconds to turn device off again.

d)      Repeat steps 2 & 3 until the surface logo appears with words underneath saying “Preparing Automatic Repair”

e)      Recovery mode will start.

f)       At the Bitlocker screen, tap “skip this drive”

g)      Tap advanced options

h)      Tap Troubleshoot

i)        Tap Refresh

Refresh will take 10 to 25 minutes (if it takes longer, even much longer let it finish); when it's done the Surface should go to the login screen. I hope it resolves the login issue, please let us know.

Note: The apps that came with your PC or you installed from Windows Store will be reinstalled, but any apps you installed from other websites and DVDs will be removed. Windows puts a list of the removed apps on your desktop after refreshing your PC.

Let us know the status of the issue. If you need further assistance, please post back. We will be glad to help you.

My PC is in process of re-setting - I elected to "re-set" rather than "refresh." What I want to understand is WHY THIS HAPPENED. I was using a password I KNEW to be CORRECT. (Just received this yesterday so am off to a BAD START.)

Very poor help when prompted to "insert a recovery drive in the USB" 

How do I prevent this happening again? Am planning to SKIP the password option altogether but am very concerned i'm going to have more problems. Would appreciate guidance or a link to a user manual.

Thank you