Surface won't let me log in "Your PIN is no longer available due to a change in security settings."

Anonymous
2018-06-11T15:32:25+00:00

Greetings,

I have a Surface Pro running Windows 10.  When I opened it this morning Hello did not recognize me and said "Your PIN is required to sign in."  When I tried to put my PIN in it says "Your PIN is no longer available due to a change in security settings..."  I have not created a USB boot drive.  How do I get logged in?

**Moved to Windows Hello as this is not a problem with the Surface**

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2018-07-01T16:34:05+00:00

I had this same issue on a family member's computer. I chatted with Microsoft and the only way we could get it fixed was a system reset. I'd say try a restore if you have a restore point first. This was a fairly new computer (Surface Laptop purchased a month ago). After the reset, facial recognition started working again as did the option for a PIN.

Reset this PC.

  1. From the sign-in screen, press and hold the shift key on the keyboard, select the power icon in the lower-right corner of the screen, and then select Restart. Keep holding the shift key until the device restarts and the Choose an option screen appears on a blue background.
  2. Once Windows Recovery loads, release the shift button, and then select Troubleshoot > Advanced options > Reset this PC> Keep my files.
  3. You should now be able to sign-in again.

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  1. Anonymous
    2018-09-17T02:20:04+00:00

    what do you nean by USB? i havent had a USB plugged into it. I just have my charging cord plugged into it. Also, there is not a usb slot on the back of my computer.

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  2. Anonymous
    2018-09-17T01:50:12+00:00

    Hi caracowan,

    Thanks for following the instructions I provided.

    You may need to unplug your keyboard from it's current USB slot, and plug it into another USB slot (preferably at the back of the computer).

    This may need the computer to reboot for it to start working again, and then try entering the command into the command prompt.

    Please let me know how this goes.

    Hope this helps,

    Nathan

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  3. Anonymous
    2018-09-17T01:40:27+00:00

    i got to the command prompt abd then it wouldnt let me insert anyting in the bar tab! my keyboard jsnt broken or anything. i just tecently got this computer.

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  4. Anonymous
    2018-09-17T00:54:07+00:00

    Hi caracowan,

    I'm Nathan, a fellow Microsoft customer and expert user here to help.

    Are you able to sign in using a password?

    If you are unable to sign in with your password, enabling the built in administrator account is an option:

    • Hold down the shift key on your keyboard while clicking the Power button on the screen (while on the login screen)
    • Continue to hold down the shift key while clicking Restart
    • Continue to hold down the shift key until the Advanced Recovery Options menu appears
    • Click Troubleshoot
    • Click Advanced options
    • Click Command Prompt
    • At the command prompt, enter: net user administrator /active:yes
    • Close command prompt, and restart
    • You should now see an Administrator account you can select (this has no password)

    If you can login successfully to this account, please follow the next set of instructions on how to reset your user password:

    • Open Command Prompt as administrator (search for it within the Windows start menu > right-click > run as administrator)
    • Enter: net user
    • This will list the users on your computer, note down the one you want to change
    • Enter: net user <username here> <enter new password here> (Note: do not include the < and > symbols)

    Log out of the current administrator account, and try login in to your account with the recently set password.

    Please let me know how this goes so I can advise further.

    Hope this helps,

    Nathan

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