Diagnostic Mode "Something happened and your PIN isn't available" Boot Loop - Cannot Login (SOLUTION)

Anonymous
2021-06-29T20:44:40+00:00

Problems:

  • At the Windows login screen the message "Something happened and your PIN isn't available. Click to setup your PIN again." appeared. Clicking this did nothing, it would just return me to the same login screen. There was no alternative option to Sign in with Password like there normally is. Effectively, login is impossible and the PC appeared bricked.

Process to get error:

  • I went to msconfig (Win+R>msconfig) and selected Diagnostic Startup with all default settings. I immediately restarted my PC to find that I could not log in.
  • (Unrelated?) I tried diagnostic startup b/c one of my mice started randomly highlighting stuff - as if Click Lock or sticky keys were on (all were off).

Research: I found reports of this back to 2018. I also ran into System Restore errors which I found instances of back to 2017. The dozens of other forums usually dead-ended or resulted in a "Refresh your PC" or "Do a clean install of Windows." Unacceptable! I was about to give up until I pieced this solution together.

Solution: Force boot mode back to Normal via command prompt and restart.

Skill level: Intermediate

Time estimate: 10 minutes

Solution notes:

  • I did this with a bootable USB drive plugged in - I don't think that was necessary but try plugging one in if this fails without it.
  • If you can successfully boot into safe mode with command prompt (option 5 from Startup Settings blue screen), then try Steps 14-17 below and see if it works. If it does, you're good to go. If not, go through all steps.
  • Tested on Windows 10 and 11.

Steps:

  1. Get into Recovery Mode (blue screen): At the login screen, click the bottom-right corner Power Button. Then, before doing anything, hold down the Shift key. While holding Shift key down, click on Restart. This should reboot the computer and take you to the “Choose an Option” Recovery screen.
    • If this doesn't work, see alternate later in post.
  2. If prompted, press F1 to enter Recovery Environment. If not, proceed to next step.
  3. Select Troubleshoot and/or Advanced Options until you get to a screen with a System Image Recovery option.
  4. Click System Image Recovery.
  5. Click Cancel on the "Re-image Your Computer" window.
  6. Ensure "Select a system image" is selected and click Next
  7. Click Advanced, then select Install a Driver and click OK. This gets you access to a Windows Explorer-type folder structure.
  8. Click This PC on the left side and find which drive has utilman.exe in the [drive letter]\Windows\System32 folder. The drive letter may not match your normal letters - this doesn't matter. Only one drive will have utilman.exe so you know you are in the correct one once you find it (my letters happened to match, except I had an X drive that wasn't useful).
  9. Rename Utilman to Utilman1. In this folder mode, you'll need to right-click and select Refresh to see the changes.
  10. Rename cmd to Utilman (refresh view to confirm both files are named properly).
  11. Close/cancel all of the open windows (close the Open window, click Cancel on the Add a Driver window, then close the last window)
  12. Click Continue from blue screen to reboot to your login screen.
  13. Click the Accessibility button on the login screen. A command prompt should open. (icon is a dashed clock at 3 o'clock for Win 10 or a person for Win 11)
  14. Type: "start msconfig" without quotes and press enter.
  15. The msconfig window should now appear. Select Normal Boot from the first tab and click Ok.
  16. Confirm restarting your system.
  17. At the next login screen, you should be able to enter your PIN and everything should be back to normal!!
  18. Now, you need to go back and rename Utilman to cmd and Utilman1 to Utilman (I had to follow steps 1-12 since Windows wouldn't let me edit the files while logged in). After re-completing step 12, you should be done.

Other useful info:

  • The default command prompt directory should be C:\Windows\System32. If that's not what's displayed, type "cd /d c:" without the quotes and press enter. Then type "cd c:\windows\system32" without quotes and press enter.
  • Step 1 Alternate: Shut down your PC. Once powered off, boot it back up, then as soon as you see the Windows loading dots or windows logo, hold down your power button 5-10 seconds to turn off your PC. Repeat this at least once until the Recovery menu appears (big blue screen).

Unsuccessful attempts before discovering solution:

  • Restarting 5,000 times.
  • Startup repair numerous times, with and without bootable USB (no repairs were found)
  • Tried options 1, 2, 4, 5, and 6 from the Startup Settings blue screen (available by holding shift while selecting the power button and the restart button from the login screen)
  • System Restore (failed because it failed to extract WindowsApps, error code 0x80070026) - this seems like a permissions error?
    • I tried using using Safe Mode with Command Prompt and using takeown to get permission. Most operations listed as Success, but I received an error as the last output line from step 3 of thisArchived Forum I used. I tried Step 4 anyways but it didn't work.
  • Booting from Windows usb (nothing worked except I could install a fresh version of Windows - no thanks)
  • Booting into safe mode (same PIN error in all three modes - safe mode, SM with command prompt, and SM with networking). None of the modes looked different from the Diagnostic Mode except the command prompt option obviously displayed a command prompt.
Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. Anonymous
    2023-01-25T07:01:47+00:00

    I had the same issue. I have windows 10. I tried all the techniques on the internet: I pressed shift key while clicking restart and I went into advanced section but this did nothing because whenever I chose repair or safe mode or command prompt, It asked for my password and I put in the correct one but it still said it was incorrect.

    This is what worked for me:

    I downloaded passper winsenior on another computer. Burned my usb. Put the usb in my laptop after turning it off. Pressed escape repeatedly until bios came up. I chose my usb as the bootable drive. In the next section I chose the drive that houses windows 10. I then chose the option to create a new admin account. I named it and put in a pin. I rebooted my laptop. I chose my new admin account when logging in but I didn't log in, I just chose the account and I didn't put in the pin. I pressed the shift key and pressed restart and went into the advanced section. I chose safemode in the troubleshoot section. I restarted and logged in using my new admin account.

    In the desktop, I right clicked the windows icon at the bottome left and chose run. I then typed msconfig and chose normal startup.

    I shut down my laptop and restarted it again. I logged in using my previous administrator account, the one that had the pin issues. The problem was solved and I was able to log in successfully.

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  2. Anonymous
    2022-10-08T19:02:27+00:00

    I have the same issue but windows is not accepting my Hotmail password says it's wrong which is not true. I changed it and try to put it in again. and it doesn't work. please help. I'm stuck...

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  3. Anonymous
    2022-10-05T12:32:07+00:00

    Much love from France !

    As a computer repair technicien, I've made that mistake to remove all programs and services at startup for testing purpose on a customer pc.

    I though I would have to reset the computer until I found your post. Can't thank you enough.

    You should now that this tip works even on Bitlocker crypted disk, as long as you now the BitLocker Recovery key, asked once during the process.

    The BitLocker key can be found from another device at this adress : https://account.microsoft.com/devices/recoverykey

    Thanks again for sharing this tip.

    Olivier

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  4. Anonymous
    2022-09-21T05:50:28+00:00

    Exactly this, this solution seemed too crazy and rightfully bizarre, it's one of the cleverest hacks I've ever used to solve a windows problem. I'm still in awe

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  5. Anonymous
    2022-09-12T21:55:47+00:00

    A BILLION thanks for the writeup/answer.
    My only hiccup was entering my Microsoft associated password which changed from when I initially setup the laptop. I remembered what it was before, so good to go!

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