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Blocked surface pro 11

Celia 0 Reputation points
2025-08-12T09:14:21.21+00:00

My surface pro 11 is blocked. I used to log in using face récognition so of course I forgot my password and confidentiel pin.

now face récognition stopped working and I am asked for the confidentiel pin which I forgot.

There is no option to do forgot password.

I try to reser the computer using the shift Burton hold plus restart but the trouble shoot screen does not appear.

The volume up button plus start Button method leads me to the UEFI screen and not the trouble shoot one.

What else can be done? My computer is unusable like that.

Surface | Surface Pro | Safety and security
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  1. Restee Miranda 615 Reputation points Independent Advisor
    2025-08-12T13:16:26.4866667+00:00

    Hi Celia,

    Thanks for posting to the Community. If you're locked out of your Surface Pro 11 and can't use Face Recognition, your PIN, or password, you'll need to create a USB recovery drive to reset it. Before doing it, if you have important files that needs to be backed up, you may need it to be serviced by a third paty repair shop. If you want to proceed, here is a simple guide I made for you.

    Step 1: Prepare a USB Recovery Drive. You need a working Windows PC and a USB flash drive, at least 16GB. Next, Go the the Microsoft Surface recovery image site. https://www.microsoft.com/en-us/software-download/windows11arm64

    Sign in with your Microsoft account and enter your Surface’s serial number to download the recovery image.

    Set Up the USB Drive:

    -Format the USB drive to FAT32.

    -Extract the recovery image files directly onto the root of the USB drive.

    Step 2: Boot From USB

    -Shut down your Surface completely > Insert the USB recovery drive > Press and hold the Volume Down button while tapping the Power button > Release the Volume Down button when you see the Surface logo.

    Step 3: Reset Your Device

    -Once in the recovery environment, choose your language and keyboard layout. Go to Troubleshoot > Recover from a Drive. Select Remove Everything and Fully Clean the Drive.

    This will wipe your Surface and restore it to factory settings, allowing you to set it up again.

    I hope this helps. Let me know if you need more guide by replying to this thread.

    Regards,

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