Aurora R10, BIOS 2.3.3. Windows Hello will not work now

Question

Updated my Alienware Aurora R10 with the latest BIOS today. After the install was completed, the system restarted. Each time I do a BIOS update, I need to redo my PIN for Windows. I normally need to authenticate with Microsoft prior to resetting my PIN. I authenticated with Microsoft and received my code via email to reset my PIN and after I entered the code, the system responded with "something went wrong" and two choices - Cancel or Retry. If I retried, I had to do the whole process over only to have the same "Something went wrong" come up.

I then tried to reset my PIN in the Windows security section in Windows 10 but it would not take. Each time I rebooted or shut down and restart, it would prompt me to reset my PIN at windows startup. I then found something on the Dell forum to delete the contents from my NGC folder. Tried that and I still cannot reset my PIN. If anything, now I get the windows prompt to "Login" and not to reset my PIN. I click the login button, the windows screen refreshes and prompts me to "Login" again. I need to do this several times before I see the Windows authentication screen. Still cannot reset my PIN.

Any thoughts. It all started with this recent BIOS.

twotonetommy · Accepted Answer

I ended up talking to Dell support and we tried a few more things but ultimately I reinstalled Windows and now I can use my PIN

JOcean · Answer

Just a hunch but have you checked to make sure that your Windows 10, assuming it is Windows 10, is still activated? This Windows support page has information on where to look and the procedure.

twotonetommy · Answer

Thanks for the response.  Just checked if my Windows is activated and it is.  I guess this is not the issue.

Vanadiel · Answer

Make sure you are connected to the internet when logging on.

twotonetommy · Answer

I am definitely connected to the internet - hard wired.  I am still required to add my password for my Microsoft account and it is accepted, I just get the try again screen where I have to cancel to get into windows.  I can use chrome without issues.

steadler · Answer

more useful tips, may help ! https://www.yourwindowsguide.com/2021/01/something-went-wrong-and-your-pin-isnt-available.html

twotonetommy · Answer

Thank you for the suggestions: So far I have: Checked the setup and the TPM and Secure boot was enabled Ran the Run a Repair install I am still having the same issue.

Vanadiel · Answer

If you can’t add a new PIN, you need to first take ownership of the Ngc folder. To do that, launch Command Prompt as an admin and enter the commands listed below. Hit Enter after each command.

takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC
icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /grant administrators:f

Try logging in again or set up a new PIN code. Check if this solution solved your problem.

twotonetommy · Answer

Unfortunately I tried the above commands and the commands processed successfully however it did not resolve the issue.

Ever since I emptied that NGC folder, each time I restart, I see the windows background with the words Login. I click login and the screen refreshes and comes back to the same screen with Login. This happens two, three or four times before I see the Microsoft authenticate dialog box. I am finally able to enter the correct password but then the same try again or cancel screen appears.

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Aurora R10, BIOS 2.3.3. Windows Hello will not work now

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