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RGuillermoFlag for United States of America

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Windows hello has been blocked due to too many failed attempts. To unlock it, login with your pin

Heelo Expert,
Our customer has a tablet that shows the message in the tittle.
How can we find the pin?
we have attempted the procedures indicated here:
https://answers.microsoft.com/es-es/surface/forum/surfpro4-surfrepair/desbloqueo-de-windows-hello/389be64f-df53-4258-9c57-a5c68cd68a13
But we simply cant access the tablet.
Attached you will see the screen we get.
Best regards,
WhatsApp-Image-2017-02-24-at-5.31.5.jpeg
WhatsApp-Image-2017-02-24-at-5.33.4.jpeg
WhatsApp-Image-2017-02-24-at-9.07.2.jpeg
WhatsApp-Image-2017-02-24-at-10.13..jpeg
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John
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You get that message when the Fingerprint reading has failed. I see that when my own fingerprint reader fails.

Solution:
1. Remove the fingerprint and use the traditional login. That message will go away.

2. Remake your fingerprint as needed and restart after you make one.
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Ramin

I had this problem too, and managed to solve it.

My situation was the same. The Surface Pro 4 was showing a plain text message in white text on a black screen. There were no icons and no input fields visible, just the error message. I swiped in all directions but there was no obvious method of interacting with the Surface at all. This is a program error that needs to be corrected by Microsoft.

I didn't have a keyboard with me; I was using the Surface just as a tablet.

I pressed the power button and held it down until the screen went black; approximately 15 seconds. (After about five seconds, I first got a screen saying that I was going to lose data if I shut down the Surface. If I wanted to do so, I was supposed to swipe. It didn't say in what direction, and neither direction worked, so this screen was useless too, so I held down the power button again, this time for 15 seconds until the screen went black.)

I then pressed the Power button again, and this time I ended up at a new screen, with the same error message, but this time with an image background. This screen I could indeed swipe away, and I got to a new screen that had the text link to "Sign in options". I clicked on this link and then I got to the three icons where the right-most one that looked like a keypad took me to PIN sign in. My PIN worked and I am now signed in.

Note to Microsoft: Please try to recreate this problem and solve it. It is very annoying and it may affect new users.

Note to all: in your responses to questions about the Surface Pro, please don't assume it (ever) has a keyboard. It is a wonderful tablet and it should never, ever require a keyboard to do anything.

Source from:
https://answers.microsoft.com/en-us/windows/forum/windows_10-security/windows-hello-has-been-blocked-due-to-too-many/856bbc03-278e-48da-b5b8-aabe892d8303
And get them to reset their forgotten password to their Microsoft account.

https://account.live.com/password/reset
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ASKER

John Hurst, Hello,
Our customer only used facial recognition, not finger print.
Problem is this our customer is a doctor.... and she forgot to remove the faceprotection before trying the tablet to id her face...
You need to reset the facial recognition (or should) unless it was only a one-time thing of not removing the face protection and otherwise works.

Windows Hello is a bit flaky

Whatever you think is best but I am drifting away from it because password is faster and more reliable.
Hi Ramin Shehni:
After turning off the tabler several times by pressing the power button over 25 seconds..
The SING IN OPTIONS does not apper... it appear with one user already selected... but blocked...
Do you have any alternatives?
thank you
ASKER CERTIFIED SOLUTION
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John
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you can be sure I will make our customer drift away from that too...
just for now.... i'd like to know how to reset the facial regnition when you have no access at alll...
should I ask a technician to disasemble the tablet?
ok great will contact customer...
I am not sure if disassembling the tablet will fix Windows Hello. You can ask them.
Yes indeed the problem is with windows itself, somehow profiles are not working properly afer so much testing....goigNG to restore with a USB
Thanks for the update.