How to access my own PC after Microsoft update decides to not accept my PIN or Face ID?

Question

I am using a Surface Laptop 7 and updated my windows software today. After the update was completed, the pc didn't accept windows hello, or my pin. I had got in touch with the support but they do not seem to have a solution as well. There is a third sign in option, through a password, which looks very unfamiliar, and you cannot reset your password without resetting your laptop. So Microsoft just randomly decides to lock me out of my own device after an update, and then tells me that resetting is the only option to use my device again? This is unacceptable. Anyone has an alternate solution to this?

Answer 1

If you're unable to access your Surface Laptop 7 due to issues with Windows Hello or your PIN after a Microsoft update, there are a few troubleshooting steps you can try before considering a reset:

1. Check for Biometric Service Issues: Ensure that the biometric services are running. You can do this by opening a command prompt as an administrator and entering the commands:

      net stop wbiosrvc
      net start wbiosrvc
   

   This will restart the biometric service, which might resolve the issue with Windows Hello.
2. Reset Your PIN: If you can access the sign-in options, try to reset your PIN. On the lock screen, click on "Sign-in options" and select the option to remove your current PIN. After that, you can set a new PIN.
3. Use Safe Mode: You can try booting into Safe Mode and see if you can sign in using your Windows Hello PIN. To do this:
   • Restart your device and press F8 or Shift + F8 during startup to access the recovery options.
   • Select "Troubleshoot" > "Advanced options" > "Startup Settings" > "Restart".
   • After your PC restarts, select Safe Mode.
   • Once in Safe Mode, try signing in with your PIN.
4. Check for Group Policy Conflicts: If you are in a domain environment, a Group Policy setting might be affecting your ability to use facial recognition or PIN. Ensure that the policy "Interactive logon: Do not display last user name" is disabled.

If these steps do not resolve the issue, you may need to consider using the password option as a last resort. Unfortunately, if you cannot reset your password without resetting the laptop, that may be the only option left if all else fails.

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References:

• Windows Hello Enhanced Sign-in Security
• Windows Hello

Answer 2

Hi Hriday,

This is April, I'll be happy to assist you. Sorry to hear that you're having issue with Windows Hello login. Let me help you out.

Based on the description of the issue, after updating Windows on a Surface Laptop 7, Windows Hello and PIN sign-in stopped working. The system only offers a password option that that feels unfamiliar, and support suggests a full reset as the only fix, leaving you locked out of your own device.

When you try to sign in with the unfamiliar password option, does Windows indicate whether it's expecting your Microsoft account password, a local account password or something else?

This problem has become common after recent Windows 11 updates, particularly the 24H2 release and the KB5055523 patch which have caused Windows Hello and PIN sign-in failures on many Surface devices.

Here's a resolution you can try:

1. Sign in with your Microsoft account password
   • Windows may switch back to using your full Microsoft account password if you normally sign in with a PIN or Windows Hello.
   • Use the same password you use for Outlook/Hotmail/Office online.
   • If you don't remember it, reset it from another device using Microsoft's password reset page.
2. Boot into Safe Mode
   • Restart your Surface and hold Shift while selecting Restart > Troubleshoot > Advanced options > Startup Settings > Restart > Choose enable Safe Mode.
   • In Safe Mode try signing in with your Microsoft account password. Once inside, you can remove and re-add your PIN under Settings > Accounts > Sign in options.
3. Rebuild Windows Hello
   • After signing in, open Settings > Accounts >Sign-in options.
   • Remove your existing PIN or Windows Hello credentials.
   • Set them up again to refresh the credential store that may have been corrupted by the recent update.
4. Check for driver and firmware updates
   • Open the Surface app from the Microsoft Store
   • Install any available updates, especially those related to Windows Hello or the device's sensors.
5. Rollback the update (if possible)
   • Go to Settings > Windows Update > Update History > Uninstall updates.
   • If KB5055523 or the 24H2 feature update is listed, uninstall it.

Microsoft's latest updates have led to widespread issues with Hello and PIN sign-ins. Before doing full Surface reset, try signing in with your Microsoft account password, booting into Safe Mode, or uninstalling the update.

I hope this helps. If you need further assistance you can reply to this message.

Thank you,

April P.

Independent Advisor