I can’t get passed to lock/sign on screen because my fingerprint and PIN won’t work

Teresa916
Teresa916 Member Posts: 4 New User
edited November 2023 in 2020 Archives
I just bought my new Acer Swift 1, I went through the initial setup prompts and created a password, PIN, and fingerprint, installed Office and setup my email account and shut down. Prior to shutting down I had locked and unlocked my laptop several times using the fingerprint with no issues. Next day turned laptop back on and there was a notice on the lock screen saying something about my security wasn’t working because I need the latest version of Windows 10, I clicked on the link and used my fingerprint and it took me straight to the Windows site where I saw an update was already downloading. So I let that go in the background, got another notice to update Onedrive and clicked that and that download began as well. I did a little web browsing and then closed the lid to go eat dinner. When I opened it back up it wouldn’t take my fingerprint and said I need to use my PIN, but then said my PIN is no longer valid due to a change in security settings and it gives me instructions to setup a new PIN - only problem is I can’t login in order to get to the settings menu to update my PIN! It’s not giving me an option to enter a password- it only gives me a fingerprint or PIN option but neither work. What happened?? 

Edited the content to hide personal information
Acer-Samuel

Best Answer

  • JackE
    JackE ACE Posts: 45,203 Trailblazer
    Answer ✓
    >>>I just bought my new Acer Swift 1>>>

    You can try an ALT+F10 cold boot factory reset. Turn the machine completely off. Then press and hold the ALT+F10 keys. Then turn the machine back on. A recovery screen should appear as in the video below. I'd recommend doing a full remove everything factory reset and start from scratch again. If the problem persists, quickly return the machine to the vendor as defective for a refund or exchange before the vendor's RMA policy period expires. Usually only a few weeks. ACER warranty service will take longer. Jack E/NJ


    Jack E/NJ

Answers

  • JackE
    JackE ACE Posts: 45,203 Trailblazer
    Shut the laptop off. Remove charger. Insert paperclip into battery reset pinhole on bottom or back for about 10 seconds. Then re-connect charger and turn the machine back on to see if password option re-appears. Jack E/NJ

    Jack E/NJ

  • billsey
    billsey ACE Posts: 35,102 Trailblazer
    Microsoft has tweaked the security stuff a few times in the last year or so. You can always log into your Microsoft account online and reset the pin there.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Teresa916
    Teresa916 Member Posts: 4 New User
    @JackE, I tried the reset, no luck 

    @billsey, I signed into my Microsoft account at account.microsoft.com but I can’t find anywhere to reset my PIN, it only gives the option to change my password. 
  • JackE
    JackE ACE Posts: 45,203 Trailblazer
    Answer ✓
    >>>I just bought my new Acer Swift 1>>>

    You can try an ALT+F10 cold boot factory reset. Turn the machine completely off. Then press and hold the ALT+F10 keys. Then turn the machine back on. A recovery screen should appear as in the video below. I'd recommend doing a full remove everything factory reset and start from scratch again. If the problem persists, quickly return the machine to the vendor as defective for a refund or exchange before the vendor's RMA policy period expires. Usually only a few weeks. ACER warranty service will take longer. Jack E/NJ


    Jack E/NJ

  • Teresa916
    Teresa916 Member Posts: 4 New User
    @JackE, thank you. I ended up calling Acer support last night and this was exactly what they had me do and it worked, I’m able to get back into my laptop. He said it was an issue with the Windows 10 update that didn’t update correctly. 
  • JackE
    JackE ACE Posts: 45,203 Trailblazer
    edited April 2020
    Congrats on your success. I would however suggest that you open ControlPanel. Search 'restore point'. Click 'create a restore point' in left pane. In the box that pops up, make sure SystemProtection is turned on. This way, if an errant update causes problems, it can be more easily reversed and blocked until a future update fixes the problem. Jack E/NJ

    Jack E/NJ