Locked out of my computer

[Suz684]

I was attempting to boot my computer in safe mode. After it came back to life, it opened to my usual screenshot. When I tried to access the sign-in screen I get the following message: "Something happened and your PIN isn't available. Click to set up your pin again." with "Set up my PIN" beneath.

When I click on the setup link, I'm told I need an app, and to go to the store. When I do I come back to the same page and message.

Is there a workaround to get to the boot options?

Thanks.

[praveenbv]

Hi@Suz684,, Welcome to the HP Support Community!

Request you to follow the below-troubleshooting steps Reset or forgot password t:-

 Once you forget or lost your Windows 10 PIN then you may have to log in to your Windows 10 machine with the Microsoft account password option as highlighted in the following picture. By default Windows 10 doesn’t provide you the following screen, you need to press on Sign-in Options to get this screen.

There is no option to retrieve the lost PIN via mail or something. The main reason for this is because Windows PIN is “so local”:) The only way is to reset the Windows 10 PIN is to set up a NEW pin. To reset the Windows Pin for Windows 10 machine, go to Setting –> Accounts –> Sign-in Options and click on I forgot my PIN.

Once you click on “I forgot my PIN”, the new page “Are you sure you forgot your PIN” will get opened and you need to click on continue button to proceed further. 

On the next page of Windows 10 reset PIN, it will ask to enter a Microsoft Account password to proceed further. This is just another layer of security before resetting the Windows 10 PIN for the machine. Enter the Microsoft account (Outlook, Hotmail, etc..) password and click on the Sign-in button.

You need to validate and verify your identity using a security code as you can see in the following screen capture. When accessing sensitive info from your account or device, or if Microsoft detects suspicious account activity, they may ask for a security code to verify your identity. If you sign in frequently on this device, Microsoft won’t ask you to verify after this. Click on the NEXT button to proceed to the next page of the Windows 10 reset PIN wizard.

Check the mail which you have entered in the above step (check the spam folder :)). Copy the security code from the mail and paste it as you can see in the following screen. Click the NEXT button !!

In the next screen “Set up a NEW PIN” – Create a PIN to use in place of passwords. Having a PIN makes it easier to sign in to your device, apps, and services. Enter your new PIN and remember it.

Keep me posted. Happy to help!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Have a great day! 

[Suz684]

I did not forget my pin or my password. When I start my computer, my saved screen opens. I then click to get access to the sign-in screen, and it asks me for the pin. I enter the pin and receive a message that I need to use another method to sign in. When I click that link it reloads the sign-in screen and I cannot do anything.

I have restarted and been able to get to a DOS screen, but there is nothing I can do from there either.

[praveenbv]

Hi@Suz684,

The only option to reimage the operating system to factory settings.

1. Right-click My Computer, and then click Properties.
2. Click Advanced system settings.
3. Click the Advanced tab.
4. In the Startup and Recovery section, click Settings.
5. Click to clear the Automatically restart check box.

If you've been using the Recovery Partition (F11) to reinstall the OS, I recommend using the Recovery media instead to wipe out the HDD and create a new partition and fresh OS installation: Click here to obtain one, if you don't have on in your possession.

  or HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 10) Link            

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!