{ "initialPaneId": "1", "panes": { "1": { "id": "1", "title": "Do you see an error message?", "content": null, "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [ "1", "2" ] }, "2": { "id": "2", "title": "Do you see a message \"We can't sign in to your account\" or an action center notification saying \"You've been signed in with a temporary profile\"?", "content": null, "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [ "23", "24" ] }, "3": { "id": "3", "title": "Which sign in method are you using?", "content": null, "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [ "8", "9", "14", "15" ] }, "4": { "id": "4", "title": "Great!", "content": "

\r\n

We're glad this guide helped you sign in to Windows 10.

\r\n

", "endNodeOutcome": "successful", "actionGroupTitle": null, "actionIds": [] }, "5": { "id": "5", "title": "Get help from Microsoft support", "content": "

\r\n

We're sorry this guide wasn't able to help you sign in to Windows 10. Please contact us for further assistance.

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [] }, "6": { "id": "6", "title": "Disable your antivirus software", "content": "

\r\n

Try temporarily disabling your antivirus software or any other app that might scan your device during sign-in. (Note: Some antivirus products may have additional components which affect the system and may only be disabled after complete removal and system reboot.)

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "6" ] }, "7": { "id": "7", "title": "Disable Windows Security", "content": "

\r\n

If you continue to experience issues logging in with your original profile, disable Windows Defender services: Open the Services app by typing services in the search bar and selecting it from the list of results. Then, find the Windows Defender Advanced Threat Protection and Microsoft Defender Antivirus services, right-click each of them, select Properties, and change Startup Type to Disabled, selecting OK after each change. Restart your device in normal mode and attempt to sign in with your original profile. (Note: After troubleshooting and resolving the issue, remember to set the Windows Defender services back to Automatic.)

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", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "7" ] }, "8": { "id": "8", "title": "Create a local administrator account", "content": "

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Try creating a new local administrator account, log in to that new account, then follow the steps in Fix a corrupted user profile to copy your personal data from the old profile into the newly created one.

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", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "4" ] }, "9": { "id": "9", "title": "Things to try first", "content": "

\r\n

If you're having problems signing in to a Windows 10 computer, try this first: Enter your password with the onscreen keyboard. Find it by pressing the Ease of Access on the lock screen.

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", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "12" ] }, "10": { "id": "10", "title": "Signing in with a PIN", "content": "

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If you're having trouble with your PIN, resetting it might help.

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", "endNodeOutcome": "false", "actionGroupTitle": "Are you signed in?", "actionIds": [ "10", "11" ] }, "11": { "id": "11", "title": "I'm signed in with a PIN", "content": "

\r\n

\r\n
If you see I forgot my PIN below the PIN text box, select it and follow the instructions. If there are multiple accounts on the device, choose the one you need to reset and follow the instructions. This will take you to Enter your password.
\r\n
\r\n
Then, select Start >Settings > Accounts > Sign-in options. Note: If you've just updated your computer to Windows 10, select Start > Settings > Network and Internet. Make sure you're connected to the internet. If you aren't, connect and then try signing in with your PIN again as shown in step one.
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\r\n
Select I forgot my PIN and then follow the instructions.
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", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "13" ] }, "12": { "id": "12", "title": "I'm not signed in with a PIN", "content": "

\r\n

\r\n
If you don't see I forgot my PIN below the PIN text box, select it and follow the instructions. If there are multiple accounts on the device, choose the one you need to reset and follow the instructions. This will take you to Enter your password.
\r\n
\r\n
Then, select Start > Settings > Accounts > Sign-in options. Note: If you've just updated your computer to Windows 10, select Start > Settings > Network and Internet. Make sure you're connected to the internet. If you aren't, connect and then try signing in with your PIN again as shown in step one.
\r\n
\r\n
Select I forgot my PIN and then follow the instructions.
\r\n

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "13" ] }, "13": { "id": "13", "title": "Match the sign in icons with the options you see", "content": "

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From the sign-in screen, select Sign-in options. Then, match the icon below to the sign-in options.

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\r\n $\"A$ \r\n

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", "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [ "15", "9", "14" ] }, "14": { "id": "14", "title": "The PIN is different", "content": "

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The PIN you use to access your device is different from your Microsoft account password and from your local password. If you need to reset your Microsoft account password, go to account.microsoft.com, select Sign in and follow the instructions. Next, select More actions > Change password.

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", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "4" ] }, "15": { "id": "15", "title": "What kind of account are you trying to sign in with?", "content": "

\r\n

\r\n Microsoft account is an account created using an email address to sign in to your PC and Microsoft services like OneDrive, Skype, Outlook, and Xbox Live.

\r\n

\r\n Local account is an account that is only used to sign in to your PC. This is usually an administrator account or a user name. It is not an email address.

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", "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [ "15", "22" ] }, "16": { "id": "16", "title": "Troubleshoot issues with your Microsoft account", "content": "

\r\n

For help troubleshooting Microsoft account problems, go to When you can't sign in to your Microsoft account.

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", "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [] }, "17": { "id": "17", "title": "Local account", "content": "

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\r\n Reset local account password for Windows 10, version 1803 and beyond\r\n

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If you added security questions when you set up your local account for Windows 10, then you have at least version 1803 and you can answer security questions to sign back in.

\r\n

After you've entered an incorrect password:

\r\n

\r\n
Select the Reset password link on the sign-in screen. If you use a PIN instead, see PIN sign-in issues. If you're using a work device that's on a network, you may not see an option to reset your password or PIN. In that case, contact your administrator.
\r\n \r\n
\r\n
Answer your security questions.
\r\n \r\n
\r\n
Enter a new password.
\r\n \r\n
\r\n
Sign in as usual with the new password.
\r\n \r\n

\r\n

\r\n Reset local account password for Windows 10, before version 1803\r\n

\r\n

For versions of Windows 10 earlier than 1803, local account passwords can't be reset because there are no security questions. You can reset your device to choose a new password, however this option will permanently delete your data, programs, and settings. If you've backed up your files you'll be able to restore your deleted files. For more information, see Recovery options in Windows 10.

\r\n

To reset your device, which will delete data, programs, and settings:

\r\n

\r\n
Press the Shift key while you select the Power button > Restart in the lower-right corner of the screen.
\r\n \r\n
\r\n
On the Choose an option screen, select Troubleshoot > Reset this PC.
\r\n \r\n
\r\n
Select Remove everything.
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\r\n

You may need to reset your password. Here’s how:

\r\n

\r\n
\r\n Sign in to your Microsoft account using your current password. If you forgot your password, either select Forgot my password and follow the steps. Or, for deeper account sign-in issues, see How to reset your Microsoft account password.
\r\n
\r\n
Once you've signed in, select Security.
\r\n
\r\n
Select Password security.
\r\n
\r\n
Type your current password, then type a new password and type it again to verify.
\r\n
\r\n
Select Save.
\r\n

\r\n

\r\n Are you able to sign in?\r\n

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "20" ] }, "20": { "id": "20", "title": "Fill out the account reinstatement form", "content": "

\r\n

You’ll need to fill out the account reinstatement form.

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": null, "actionIds": [] }, "21": { "id": "21", "title": "Recover your account", "content": "

\r\n

Your account may have been compromised. Follow the steps as sign in to secure your account.

\r\n

Once in your account:

\r\n

\r\n
\r\n Check sign in activity for sign ins that weren’t you\r\n
\r\n \r\n
\r\n
\r\n Review your account settings\r\n
\r\n \r\n
\r\n
\r\n Protect your other online accounts\r\n
\r\n \r\n
\r\n
\r\n Protect your Microsoft account for the future\r\n
\r\n \r\n

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "4" ] }, "22": { "id": "22", "title": "Temporary profile", "content": "

\r\n

If you see one of those messages, Windows will create a temporary profile and sign you in to that one.

\r\n

\r\n Note: Any settings or new files created within that temporary profile will be removed after logging out, so it is important to attempt to resolve this issue, either by restarting or with additional steps.

\r\n

\r\n
\r\nFirst, use an external drive to save any work you’ve done since your last successful sign in. Any files you have created or changed while in the temporary profile will be lost when you sign off.

\r\n

Restart your device in safe mode and sign in with your original profile. Check to see if your settings and files are restored.

\r\n

", "endNodeOutcome": "false", "actionGroupTitle": "Are you able to sign in?", "actionIds": [ "3", "5" ] }, "23": { "id": "23", "title": "Sorry that didn't help", "content": "

\r\n

\r\n \r\n

We're sorry this guide wasn't able to help you sign in to Windows. If you've tried all the steps in this guide, it may not be possible to sign in with this account.

\r\n

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Troubleshoot problems signing in to Windows 10

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