Help with new Dell PC

Question

My new Dell PC (got in Dec 2025) and new MS Office software is not working. There is a PIN says not available and won't let me sign in to my new computer. So, stuck without access to my new PC. I was able to get into safe mode but can't reset PIN. Called Dell and they suggest to restore the PC and lose all my files. I just bought the PC and software (plus windows office) and do not want to lose all my files. Why did this happen, and will it happen again? Is it the McAfee security software that came with the new DELL PC? Is there a virus on the Windows 11? What is going on here. My Old PC (Minus office that I lost) is still working, never had a PIN issue before. I got new machine so I wouldn't have to deal with issues.

Answer 1

If you can sign into safe mode, go to Settings > Accounts > Sign in options, scroll down to mid page, under "Additional Settings",Make sure "For improved security, only allow Windows Hello Sign-in for Microsoft accounts on this device (Recommended). " is turned OFF.

Restart, and use the "sign in option" to switch to using password.

Or you can also copy out your files while you safe mode, and do a restore if you want to use the Dell advice.

Answer 2

If you got the computer in December, 2025 you are well within your warranty (and possibly within your 30-day return window) so you should not hesitate to take advantage of Dell's own technical support. This is part of what you paid for. In addition, you can ask questions in the Dell Community Support forums, where you'll be in contact with people who really know Dell computers.

Answer 3

Hi louise notaro,

Welcome to Microsoft Q&A!

I'm sorry to hear about the PIN issue on your new Dell PC, stopping you from entering Windows. To better help you, I’d like to re-clarify if you meant Windows Hello PIN, and you didn’t see any option to sign in with password instead?

If that is the case, it typically indicates that the Windows Hello metadata or the sign-in interface has encountered a sync issue. Please check out the steps outlined in the answer of this thread: Windows Login Problem - Microsoft Q&A

• Since you could enter Safe Mode, assuming you can get to WinRE > Command Prompt.
• Run the commands to reset the Windows Hello login cache > restart your PC.
• Sign in with your Microsoft account password and reconfigure PIN.

If your situation is actually different or there is any error message appearing, please let me know. We will look into other possibilities and figure it out!

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Answer 4

It sounds like you're experiencing a frustrating issue with your new Dell PC and the PIN login feature. Here are some insights that may help you:

1. PIN Issues: The error message regarding the PIN not being available can occur for various reasons, including system updates or configuration issues. If you are unable to reset the PIN while in Safe Mode, you might need to try other recovery options.
2. Recovering Access: Since you mentioned being able to access Safe Mode, one potential solution is to try logging in with your Microsoft account password instead of the PIN. If that works, you can then navigate to Settings > Accounts > Sign-in options to remove or reset the PIN.
3. Avoiding Data Loss: If Dell suggested restoring the PC, be cautious as this can lead to data loss. Before proceeding with any restoration, ensure you have a backup of your important files. You can manually copy files to an external drive if you can access them in Safe Mode.
4. Security Software: Regarding McAfee or any other security software, it’s unlikely that it is causing the PIN issue directly. However, sometimes security software can interfere with system operations. Ensure that your software is up to date and consider temporarily disabling it to see if that resolves the issue.
5. Potential Viruses: If you suspect a virus, running a full system scan with your antivirus software while in Safe Mode could help identify any issues. However, if your old PC was functioning well without these problems, it may not be a virus but rather a configuration issue with the new setup.
6. Future Prevention: To prevent similar issues in the future, keep your system updated, regularly back up your files, and monitor any software installations that may affect system performance.

If the problem persists, consider reaching out to Microsoft support for further assistance, as they can provide more specific troubleshooting steps for Windows 11.

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References:

• Unable to log in to Dell Rugged Laptop - Microsoft Q&A
• I have a subscription to Office 365 and want to install it on my new laptop - Microsoft Q&A