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Computer - Login Issues

Computer - Login Issues

Problem

You cannot sign in to your Windows 11 computer. The sign-in screen says your password is incorrect, or another sign-in option is not working.

Solution

1. Restart the computer

On the sign-in screen, select Power > Restart.

This can fix temporary sign-in problems and complete pending updates.

2. Check your keyboard

Before trying again, check the following:

  • Make sure Caps Lock is off.

  • If you use the number pad, make sure Num Lock is on.

  • If symbols like @, #, or ! do not type correctly, check the keyboard layout on the sign-in screen.

3. Make sure you are connected to the internet

Select the Network icon on the sign-in screen.

Connect to Wi-Fi or plug in an Ethernet cable if available.

If you recently changed your password, your computer may need an internet connection before the new password works.

4. Make sure you are using the correct account

If your account is not listed, select Other user.

Enter your full work email address and your work password.

5. Try Another Sign-In Option

Select Sign-in options on the sign-in screen.

Depending on your computer, you may see options such as:

  • Password

  • PIN

  • Face sign-in

  • Fingerprint

Try another available option.

A PIN is only for the computer. It is not the same as your work password.

If your password works but your PIN does not, select I forgot my PIN if that option is available.

If You Recently Changed Your Password

  • If your new password does not work, make sure the computer is connected to the internet.

  • If your new password still does not work, try your previous password once.

  • If the previous password works, sign in, then lock and unlock the computer using your new password.

If You Forgot Your Work Password

Use the instructions in the Reset Your Password article.

You may need to use another device, such as your phone or another computer.

During the reset process, you may be asked to verify your identity using one of these methods:

  • Microsoft Authenticator app

  • Text message

  • Phone call

  • Verification code

If you cannot reset your password or cannot complete the verification step, contact the Service Desk.

Common Situations

Your PIN does not work

  • Try signing in with your password instead.

  • If available, select I forgot my PIN.

Face sign-in or fingerprint does not work

  • Try using your PIN or password instead.

You lost your phone or cannot use Microsoft Authenticator

  • Contact the Service Desk so your sign-in methods can be updated.

You see an account lock message

  • Stop trying to sign in and contact the Service Desk.

Password, PIN, Face Sign-In, and Fingerprint

  • Password
    Your work account password.

  • PIN
    A short code used only on this computer.

  • Face sign-in and fingerprint
    Windows sign-in options that can be used instead of typing your password or PIN.

If one sign-in option does not work, try another one if available.

Contact the Service Desk

Contact the Service Desk if you still cannot sign in after trying these steps.

Please include:

  • The exact error message you see

  • Whether your password, PIN, face sign-in, or fingerprint failed

  • Whether you are in the office, at home, connected to a VPN, or not connected to the internet

  • Whether your password was changed recently