Error in logging in in my Surface pro

Turki Ali Omar 0 Reputation points
2026-11-06T21:08:54.4133333+00:00

Hi

Can you please help me solve the problem. I cant log in because the system fails to upload.

Surface | Surface Pro | Install and update
0 comments

2 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Vikki-T 13,480 Reputation points Microsoft External Staff Moderator
    2026-11-07T06:04:06.1833333+00:00

    Hi Turki Ali Omar,

    Could you clarify what happens when you try to sign in? For example, does the Surface stop at the Windows sign-in screen, reject your PIN or password, or display a specific error message?

    If possible, please share the exact error message or a screenshot with any personal information hidden. In the meantime, try selecting Sign-in options and signing in with your account password instead of the PIN or Windows Hello. This will help determine whether the issue is with Windows sign-in or the device startup process. Thank you so much for your understanding.     

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    Was this answer helpful?

    0 comments

  2. AI answer

    2026-11-06T21:09:16.2533333+00:00

    Try these steps in order on the Surface Pro:

    1. Restart the device.
      • On many Windows sign-in issues, a restart can clear temporary errors.
      • If updates are pending, use Update and restart if that option appears.
    2. Make sure the Surface is connected to the internet from the lock screen.
      • On the sign-in screen, select the Network icon and confirm Wi‑Fi is connected.
      • If possible, use a stronger connection.
    3. If Windows Hello is failing, sign in with a PIN or password instead.
      • If face or fingerprint recognition does not work, use another sign-in method and then set up Windows Hello again.
      • If the device says it could not recognize the face, go to Start > Settings > Accounts > Sign-in options > Windows Hello Face > Improve recognition after signing in.
    4. Check for Surface updates after access is restored.
      • Open the Surface app.
      • Expand Help & support.
      • Select Check for updates to open Windows Update and install available updates.
    5. If fingerprint sign-in is the problem, remove and set it up again.
      • Go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) > Remove.
      • Then select Set up.
    6. If the PIN also does not work, reset it.
      • Sign in with the password.
      • Then go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN.
    7. If sign-in still fails, start in Safe Mode and test sign-in there.
      • On the sign-in screen, hold Shift while selecting Power > Restart.
      • Go to Troubleshoot > Advanced options > Startup Settings > Restart.
      • After restart, select 5 or press F5 for Safe Mode with Networking.
      • In Safe Mode, only password sign-in is available, not PIN or biometrics.
    8. If the issue is with the Microsoft account itself, use the Microsoft account sign-in helper.
      • It checks common account sign-in problems and guides recovery steps.

    If the message about the system failing to upload is actually appearing in OneDrive or a Microsoft 365 app rather than the Windows sign-in screen, that can happen when the signed-in account does not have permission to upload files. In that case, resetting the Windows settings app account connection, clearing old OneDrive credentials, or reinstalling OneDrive can resolve it.

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

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.