I can’t login to my computer

Ranessia Preston 0 Reputation points
2026-09-14T20:40:27.04+00:00

After powering on the computer I get an error message stating “something happened and your pin isn’t available. Click to set up your pin again.”

That option doesn’t work. When I try the diagnose method to reset my computer it also doesn’t work. I’m out of all options and need help

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. Clary-N 16,125 Reputation points Microsoft External Staff Moderator
    2026-09-15T08:48:13.4533333+00:00

    Hi Ranessia Preston,

    Could you clarify how you tried to reset the computer? Did you use Troubleshoot > Reset this PC and did you select Keep my files or Remove everything? Also, did you choose Cloud download or Local reinstall? Please let me know where it stopped and whether you saw an error message or code.

    You can also hold Shift while selecting Power > Restart, then open Troubleshoot > Advanced options > System Restore. If a restore point is available, choose one from before the problem began. If a restore point is available, choose one from before the problem started. This should keep your personal files, but it may undo recent apps, drivers, or system changes. Windows may ask for your BitLocker recovery key, so make sure you can access it before continuing. Please don’t share the key here.

    If System Restore and the reset options don’t work, reinstalling Windows from a USB recovery drive may be the next option. I would leave this as a last resort because it removes your personal files, apps and settings. You’ll need another working computer to create the recovery drive and anything already stored on the USB will also be erased. For the best compatibility, use recovery media provided by your computer manufacturer. If this is a work or school computer, check with your IT team before reinstalling Windows.

    Feel free to ignore any steps you’ve already tried. Let me know how you attempted the reset, where it failed and what happened with the other recovery options, I’ll help you work out the safest next step.

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  2. AI answer

    2026-09-14T20:40:40.0766667+00:00

    Try these steps in order:

    1. Restart once more A restart can clear temporary sign-in issues. If updates are pending, use Update and restart if available.
    2. Use Safe Mode to get in with a password PIN and biometric sign-in are unavailable in Safe Mode, so this works only if a password is available.
      • On the sign-in screen, select Power > Restart while holding Shift.
      • Go to Troubleshoot > Advanced options > Startup Settings > Restart.
      • After restart, press 5 or F5 for Safe Mode with Networking.
      • Sign in with the account password.
    3. Reset the PIN after signing in with the password Once signed in:
      • Open Start > Settings > Accounts > Sign-in options.
      • Under PIN (Windows Hello), select I forgot my PIN. This resets the PIN and can restore PIN sign-in.
    4. If fingerprint or face sign-in was being used, remove and set it up again In Start > Settings > Accounts > Sign-in options:
      • Remove the existing Fingerprint recognition (Windows Hello) entry and set it up again, or
      • Remove the existing Windows Hello Face entry and set it up again.
    5. If the issue started recently, use restore or reset A recently installed app, driver, or update can break Windows Hello. If Windows Hello worked before, try a restore or reset path from recovery.
    6. If the PIN still fails after rebooting For Windows Hello PIN issues, rebooting is one of the standard mitigations. If the device is using a work PIN and is connected to Microsoft Entra ID, another documented mitigation is to unjoin and rejoin the device from Settings > System > About > Disconnect from organization.
    7. If no password sign-in is available On the sign-in screen, check Sign-in options for a password method. If the account is a Microsoft account and the password is not known, use the password reset guidance in the Windows sign-in help content.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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