guidePublished:2026-09-23
Emergency unlock, forgotten password, stuck lock screen — FAQ
Remember two “emergency fixes”: the child needs the PC briefly → enter 110 on the lock screen; a parent is locked out → use the web console's temporary unlock, or enter the parent password at the PC to switch to Setup mode.
My child urgently needs the PC but I'm not around — what can they do?
Enter 110 in the password box on the lock screen for a 1-minute temporary unlock (3 times a day); parents can also issue a temporary unlock of any length remotely from the web console. More scenarios and fixes are covered in the FAQ below.
Frequently asked questions
QMy child urgently needs the PC and I'm not around — what now?
Enter 110 in the password box on the lock screen to unlock for 1 minute, up to 3 times a day. After 3 uses the parent password is required. 110 also clears the forced lock caused by clock tampering.
QI forgot the parent password. Can it be recovered?
The parent password cannot be recovered online (only its hash is stored locally). First issue a temporary unlock from the web console with the bound account to buy time; if Setup mode is still unreachable, reinstall (which clears local rules) or contact support.
QThe lock screen is stuck and I can't exit — what should I do?
First check whether it is the countdown popup (not closable by default — wait it out). If the whole screen is unresponsive: enter the parent password at the PC for Setup mode, or issue a temporary unlock from the web console. If it persists, reboot — rules reload after restart.
QI can't exit the quiz window — what now?
The fullscreen-exclusive quiz window blocks Esc and Alt+F4 on purpose and needs the parent password or 110; Points & Quiz slots with points available never pop the quiz window. Parents can also issue a temporary unlock from the web console.
QMy child changed the system time and now the PC is force-locked?
That is the anti-cheat mechanism: with network time sync on, drift over 300 seconds forces a lock that only the parent password clears. This is by design — it means protection works. Keep Network time sync on to avoid drift accumulating.
QI changed rules in the web console but nothing changed on the PC?
Check in order: 1) did you click Save and apply to device; 2) is the device online (offline rules queue and deliver on reconnect); 3) did you wait one heartbeat (~10s). If all three check out, look at the device's last-online time in the console.
QWhy does the device show offline when the PC is clearly on?
Online status depends on the client heartbeat; no heartbeat for 20 seconds means offline. Common causes: the client is not running, the PC lost network, or the system is asleep. Wake the PC and keep the client running.
QMy remote management expired — do on-device rules still work?
Yes. Expiry only disables remote care, settings, temporary management and mode switching in the web console. Slots, lock screen, app controls and points already delivered to the device keep running. See Membership and remote-management expiry.
QCan my child just uninstall the software to bypass controls?
No. The uninstaller asks for the parent password and aborts if cancelled or unverified; the client also self-protects and restores the service if killed (use Settings → Software Management → Repair protection). Also add AIVI to your antivirus allowlist.
QMy child pressed Ctrl+Alt+Shift+Esc and remote care stopped working.
That is the physical safety kill switch kept for the child: it cuts remote keyboard/mouse control immediately and shows a system notice. It is a deliberate safeguard and restores after restarting the client; until then, use the PC directly or a temporary lock instead.
QI bound WeChat but never receive violation alerts.
Make sure binding was completed in the membership center inside the WeChat official account (desktop browsers cannot complete WeChat authorization — scan the QR code and finish on the phone). Then send a test via Test violation report. Same-type violations merge within 10 minutes, and alerts depend on the client being online.
Where can I ask about issues not covered above?
Use the Online Consult page for AI support, a human agent or to leave a message; the client Settings footer also has Help Center and Online Consult entries — details below.
Still need help?
- Open the Online Consult page for AI support, a human agent or a message.
- The client Settings footer also has Help Center and Online Consult entries.
- When reporting an issue, include the client version (top-left of the lock screen) and the time it happened.