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How to get back to conventional Windows login?

My parent is elsewhere, and has somehow managed to activate True Key logon to Windows. 

I am at the other side of the sea, and can't see or touch the PC..

How can she get past True Key, and log on by entering the Windows password. As far as I understand via telephone, she is stuck on something, probably True Key, asking for some PIN.

A link to the user manual might be useful here. 


5 Replies
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McAfee Employee
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Message 2 of 6

Re: How to get back to conventional Windows login?

Good morning,
 
Probably that Windows Hello was activated. If this is the case they could temporarily disable Windows Hello using the steps in the Workaround, below, and revert to using your normal account password to log on to Windows 10.

To disable Windows Hello:
  1. Click Start 
     

    on the bottom left of your Windows desktop.

  2. In the search box:
    1. Type Settings.
    2. Press ENTER.
  3. Click Accounts.
  4. Click Sign-in options.
  5. Under Windows Hello, click Remove, and confirm that you want to remove this feature.

I hope this solves the issue.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

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Re: How to get back to conventional Windows login?

To disable Hello, she has to log in first. So, she needs to ignore Hello/TrueKey nagging about some PIN that she does not know, and log in with the old userid/password that she does know.

This might be pretty obvious if I could see her screen, but I can't. I need to know enough to navigate her to the old login procedure, over the phone, and without me seeing her screen.

(Then I will guide her to get rid of Hello.)

As far as I understand, she should be albe to circumvent Hello by clicking "Sign-in options", see screenshot from https://www.windowscentral.com/how-set-windows-hello-lock-screen-windows-10-april-2018-update (red frame around the wrong field.)

Capture.PNG
But she reports that this entire screen is blanked out, when True key is up, asking for the PIN?


McAfee Employee
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Message 4 of 6

Re: How to get back to conventional Windows login?

Good morning,

I am sorry I should have figured that they were stuck at the login screen, my solution involved being already logged in to their Windows account.

In general Windows Hello using TK to login in should be able to be bypassed by clicking on the "sign-in options", it should then provide a regular Windows login screen. But if they cannot see anything but a blank screen, I have not seen that behavior from True Key.

I have searched and found several similar issues pointing to an issue with the Windows setup.

Marc D.

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Re: How to get back to conventional Windows login?

Even in cases where I can see the screen and the mouse, it is very hard to guide old people on a PC via telephone. In this case, I can't see anything.

I'll figure this out when travel restrictions are lifted. August, maybe.

Jan Egil

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McAfee Employee
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Message 6 of 6

Re: How to get back to conventional Windows login?

Hi Jan,

I understand that it is difficult providing help remotely. We'll be here hopefully, to help you further if it is needed once you are physically there.

Thanks and stay safe,

Marc D.

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