password forget & UEFI password forget & Cant unlock

Question

password forget & UEFI password forget & Cant unlock

anu 20

Hello,

I have a Microsoft Surface Pro 12-inch (1st Edition) with Snapdragon.

The device is requesting UEFI system password: Surface UEFI settings have been protected by a system password.

I do not know the UEFI password and I cannot access the UEFI settings or reset the device normally.

Serial number: [Moderator note: PII removed]

Could you please tell me what service or repair options are available to remove the UEFI password or restore the device to factory condition?

I can provide proof of ownership if required.

Thank you. Regards

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Lychee-Ng 29,075 Microsoft External Staff Moderator

Sorry to hear that you're in such a difficult situation, anu,

Please note that our forum is a public platform, and we will modify your question to hide private, identifiable information in the description. Kindly ensure that you hide such details the next time you post to protect personal data.

However, I need to be realistic with you here: if the Surface UEFI password has been forgotten, there's no password-reset or recovery option that be performed from the user side: Forgot UEFI password for Surface | Microsoft Support.

Microsoft recommends checking with the previous owner or IT administrator if the device was ever managed. If this is your personal Surface, the next step is to contact Microsoft Surface support and/or arrange service for the device:

1 - Contact Support:

Visit Contact Us - Microsoft Support > Sign in
Enter / choose an issue > Get Help to make request
Scroll down > click Contact Support to connect to an agent
Select a category > continue and you should reach the chat option.
If you don't see it, go through another category (e.g. Billings and payments...)

Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

2 - Submit a service request:

Refer to How to get service or repair for Surface - Microsoft Support
Sign in at account.microsoft.com/devices/select-device-for-repair
If your Surface Pro isn't registered yet, select Register device.
If the device is already registered, choose it and click Next.
Follow the instructions to complete your service order.

Reinstalling or factory-resetting Windows will not resolve this because the password in question protects the Surface UEFI/firmware settings, which is a level lower. Only the manufacturer can officially perform the reset.

jonner 0 Reputation points

2026-09-26T21:16:44.9+00:00
Could you tell me if Qualcomm Snapdragon x 1/2 are generally really safe when we talk about UEFI Security?

I have an Asus Vivobook S15 x Elite 1 arm64 device, and I am trying to fix the same issue for months now, I can boot into my OS, but there is been a UEFI Password set, and my Secure Boot is off. I cannot find the password, and I am almost pretty sure that I had not set this password. My concern is that is there any connection between this password and the tpm or snapdragon chip and if there are any kind of bugs in connection to this devices and this is a new topic which is almost not ever discussed if you search it via google. I found out that my UEFI platform is in setup mode via an efishell github tool.

What I remember is that after I have set the password, there was an information that my password expires in the uefi and I did not change it in that time which is also not been answered in any forums.

What I also want to mention is that I had a specific microsoft account signed into the store, and i somehow deleted this account but did not reactivate it in 60 days, so it is gone. Could this has something to do with it?

What I next want to mention is that I installed a lenovo retimer driver for the device, because some vendors provide different qualcomm drivers for arm64 and improved my overall device performance, but this was more like an experimental choice, and by trying to install it, it boots into my uefi update screen and says update succesfull but, my vendor specific bsp driver pack installation doesnt work, because its not even loading the uefi update screen, and there is my last important question because you are from Microsoft and you can validate this:

There has been enrolled a bsp driver pack via the microsoft updater, and this bsp has included an uefi update with bios version "368" ASUSTeK COMPUTER INC. System Hardware Update (200.0.8.0), which does not allowes me to downgrade the bios version, and since this is installed I have the issues with the inaccessible uefi blocked by an unknown "uefi password".

I just want to know, if this password has been set by myself and that there are not any known bugs and hope to get help from you. Can cause this microsoft firmware driver pack lead to a mismatch in the keyboard layout or cause any bugs when we are talking about the firmware password when it gets enrolled into the device via updater?

AI answers, that the TPM, the Pluton and the Qualcomm Snapdragon has all to do with this security password in uefi and I want to validate if this is right when my secure boot is off.

I cannot change this state to on because my "lost" uefi password is blocking the access, and this feels like a blacklotus infection, are there any known arm64 kind of like malware, which can be caused by using linux on these devices, because I have dual boot installed with a linux distribution.

If you dont know anything about it please tell me who can answer any questions for this. The UEFI is a insyde uefi.

I have already tried "everything" to solve the questions. Thank you very much for your help.
Lychee-Ng 29,075 Reputation points Microsoft External Staff Moderator

2026-09-28T06:30:40.3633333+00:00

I get where you're coming from, jonner, but I can't say for sure. And I don’t think anyone here can confirm with confidence what happened to the password or whether that particular update was involved.

For the record, on Microsoft Surface devices, the UEFI password is used to protect access to UEFI settings. Meanwhile, TPM/Pluton separately as security hardware for Windows features such as BitLocker and Windows Hello. Technically, those wouldn't be responsible for each other.

Not to mention, the important difference here is that you have an ASUS Vivobook. Microsoft can’t reliably determine what happened inside firmware from third-party. Given everything you’ve already tried, I think it's better to reach out to ASUS Support and ask them specifically what happened to your device.