Can't log in to my PC

Connect JPA-PC1 to the internet from the Windows 11 sign-in screen, then retry I forgot my PIN and complete the Microsoft-account verification prompts.

Recover the sign-in

1. On the sign-in screen, select the Network icon in the lower-right corner and connect to Wi-Fi, or connect the PC to the router with an Ethernet cable. Online access may be required for Microsoft-account sign-in and PIN recovery.^1^
2. Select I forgot my PIN beneath the PIN box, and follow the prompts. This option applies to Microsoft accounts; the PIN is specific to the PC and is different from the Microsoft-account password.^2^
3. If the PIN reset still fails, select Sign-in options and choose the password/key icon. Enter the same Microsoft-account password that currently works on the Microsoft website. If that password was recently changed, enter the new password while the PC remains online.
4. If Web sign-in appears under Sign-in options, select it and follow the online authentication prompts. This option may not be available on every PC configuration.^2^

Seeing JPA-PC1 on the Microsoft account’s Devices page confirms that the PC is associated with the account; it does not provide a remote unlock facility.

If normal sign-in still fails

Try Safe Mode with Networking as a diagnostic path:

1. At the sign-in screen, hold Shift while selecting Power > Restart.
2. Select Troubleshoot > Advanced options > Startup Settings > Restart.
3. Press 5 or F5 for Safe Mode with Networking.
4. Attempt to sign in with the Microsoft-account password.

Safe Mode does not accept a PIN or biometric sign-in and cannot bypass a forgotten or rejected password. If the password works there, restart normally and then reset the PIN from Settings > Accounts > Sign-in options > PIN (Windows Hello).^1^

Last resort: reset Windows

If no account can sign in and the recovery methods continue to fail:

1. Hold Shift and select Power > Restart.
2. In Windows Recovery Environment, select Troubleshoot > Reset this PC.
3. Choose Keep my files if preserving personal files is important.

Keep my files reinstalls Windows and retains personal files, but removes installed applications and many settings. It is not a substitute for a backup, and recovery complications—particularly encryption or reset failure—can still put data at risk. If BitLocker is enabled, the recovery key may be required. Do not interrupt the PC if the screen remains black or it restarts during the reset.^3^

Contact Microsoft Support

Use Microsoft’s Contact Support option, enter the Windows sign-in problem, select Get Help, and then choose Contact Support if offered.^2^

Support can assist with documented recovery and Windows repair options, but agents cannot retrieve, change, or bypass a lost password or remotely unlock the PC.^4^

References

1. Troubleshoot Problems Signing In to Windows | Microsoft Support
2. Change or reset your PIN in Windows | Microsoft Support
3. [Windows 11](https://support.microsoft.com/windows/experience/backup-recovery/reset-your-pc#reset-steps)
4. Change or reset your Microsoft account password in Windows | Microsoft Support