Problems with signing into Windows

Hi Giuliano,  

What's a Trusted Platform Module (TPM)? - Microsoft Support

If the device experienced some software environment changes prior to the problem, restoring the device to a relatively early state to minimize the impact of potential software environment changes is always the preferred option.

• When you restart your PC, press and hold the Shift key while you select Power > Restart. 

• The device will boot into Windows Recovery Environment. 

• Once in Windows RE, you should be able to find the option to use Command Prompt or System restore or Uninstall updates in the Advanced options list under Troubleshoot in the Windows Recovery Environment. 

• Or, in Windows RE, you can select Troubleshoot > Advanced options > Startup Settings > Restart. 

• Select Restart, once the device reboots, in the Startup Settings screen pick one of the available options, or press Enter to boot Windows normally.

  

Network status is a potential factor that can affect credential verification.

If you wish, you can try connecting your device to a different network, such as a hotspot or USB shared network.

The following steps are relatively complicated. If you are unable to complete these steps, you can try to invite your experienced friends or professional offline computer support stores to assist you.

The following are some special commands shared by other community members to clean up some old data related to Windows Hello.

• When you're in Windows Recovery Environment, you can select Command Prompt.

• In the Command Prompt window, execute the following commands one by one to gain access to the NGC (Next Generation Credentials) directory associated with Windows Hello. (Make sure your C drive is the system drive; if not, change to the correct drive letter) 

  takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /r /d y icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /grant everyone:(oi)(ci)(F) /t Ren C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc Ngc.old

• The takeown command and icacls command are usually used to change the permissions/access control of files/folders, and the ren command is used to rename files. The meaning of the combination of the ren command and “Ngc.old” is to rename the original “Ngc” file/folder to “Ngc.old” as a backup. This will make the system try to reallocate the file/folder as a backup. This will make the system try to reallocate the new Ngc directory. 

In some early threads containing similar issues, some community members may try to check the BIOS and release the TPM data state.  

• To boot to UEFI or BIOS, boot the PC, and press the manufacturer's key to open the menus.  

  Common keys used: Esc, Delete, F1, F2, F10, F11, or F12. During startup, there's often a screen that mentions the key.  

  If there's not one, or if the screen goes by too fast to see it, check your manufacturer's site. If there's not one, or if the screen goes by too fast to see it, check your manufacturer's site.  

• You may probably be able to find options related to the TPM module in BIOS/UEFI.  

• Once the steps to clear the TPM data are complete, reboot the device and try to log in with your Microsoft account.  

• You may be prompted to reconfigure your PIN, make sure your network environment is working properly, then follow the prompts to verify your account and reconfigure your PIN.  

• Please note: The operation of the TPM module is a dangerous operation.

  Clearing the data state of the TPM module will also affect the state of BitLocker encryption.

  If you have enabled the BitLocker encryption function, please carefully consider whether you need to perform this step.

This is a special idea shared by other community members about running specific tools using the Command Prompt provided by the Windows Recovery Environment.

• Account Locked - Microsoft Community

  

Options for backing up your data include removing the disk and connecting it to another computer as a secondary disk, or using the Command Prompt option provided by Windows Recovery Environment, as shared by other community members in the thread below.

• It relies on an additional bootable USB media. External bootable media has files associated with a separate Windows Recovery Environment. They are similar in function, but it does not directly use the files on the disk where Windows is already installed.

  You can create the USB media on other working devices.

  Create installation media for Windows - Microsoft Support

• There is more described in the thread, only the key parts have been captured. You can click on the thread for more information.

  Rescue Files when Windows Won't Start - Microsoft Community