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Old Surface Pro 4. I don't have password or pin, cannot log in.

Don Boggs 0 Reputation points
2026-02-03T23:45:32.5366667+00:00

Hi,

Surface Pro 4 w/i5. Purchased for wife about 2017. She passed in 2019. I don't know her password or pin. I do not need her files I guess but, I would like to use this nice unit.

I've tried the factory reset several times but, it stops at some point with an incomplete reset.

Any suggestions?

Thank you and best regards.

Don

Surface | Surface Pro | Install and update
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  1. Q&A Assist
    2026-02-03T23:45:38.0333333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    If you are unable to log in to your Surface Pro 4 due to not knowing the password or PIN, and factory resets are failing, you have a few options to consider:

    1. Use Recovery Options: You can attempt to access the recovery environment by holding the Volume Up button while pressing the Power button. This may allow you to reset the device or troubleshoot further.
    2. Create a Recovery USB Drive: If you have access to another Windows device, you can create a recovery USB drive. This can help you reinstall Windows on the Surface Pro 4. You can find instructions on how to create a recovery drive on the Microsoft website.
    3. Contact Microsoft Support: If the above options do not work, contacting Microsoft Support may provide additional assistance. They can guide you through the recovery process or help with any hardware issues.
    4. Consider Professional Help: If you're still unable to reset the device, you might want to consider taking it to a professional repair service that specializes in Surface devices.

    Make sure to have any necessary proof of ownership when seeking assistance from Microsoft or a repair service.

    References:

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  1. Don Boggs 0 Reputation points
    2026-02-03T23:48:49.8166667+00:00
    1. I've tried this and do not get the response you state.
    2. I will attempt the USB recovery trial.
    3. and 4. I may try if the USB method doesn't work.
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  3. Huy-K 9,025 Reputation points Microsoft External Staff Moderator
    2026-02-04T04:26:02.8966667+00:00

    Dear @Don Boggs,

    Thank you for posting your question in the Microsoft Q&A forum.

    We apologize for any inconvenience you may encounter when using our services/ products.

    To help me narrow this down, could you please confirm how you performed the factory reset (for example: from Windows Settings > System > Recovery, via a USB recovery drive, or using the device’s recovery environment/UEFI options)?

    Additionally, please share the exact recovery image link you used so I can verify it matches your device model and the correct factory image.

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  4. Don Boggs 0 Reputation points
    2026-02-04T14:37:32.75+00:00

    So... I tried to reset this device four or five years ago. I do not remember how I did it. I know I had another windows device online beside it and following the directions on the MS website to perform a Factory Reset. It seemed to be working until the very end when I said something about not completing the process.

    I also know I did not have a USB device to work from.

    Again, this unit was my wife's. I purchased it for her. She set it up out of the box so, I have no access to what she did or how she set it up. I can only show I purchased it with my credit card.

    I cannot log onto this unit. I cannot reset the password or PIN number nor will it recognize me, even though I set a photo for ID shown on the lock screen. I guess I look too different. This is extremely frustrating. And yes, OE and ignorance. But, that is why you have a job isn't it?

    I know this does not help you help me but, I am about to throw this unit in the garbage as it is just a piece of useless plastic at this point.

    However, I sincerely thank you for responding and hopefully you can direct me to a factory reset success. Even if I have to pay to unlock this device... as long as I can afford it, I am willing. Please advise.

    Best regards,

    [Moderator note: PII removed]

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