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
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  1. 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.

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  2. 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.     

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