Remember two “emergency numbers”: 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.
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). Try issuing 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.
QMy child changed the system time and now the PC is force-locked?
That is the anti-cheat mechanism: NTP 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 as scheduled.
QCan my child just uninstall the software to bypass controls?
No. Uninstalling requires the parent password, and the client self-protects: if the service is killed it restarts automatically. Also add AIVI to your antivirus allowlist to avoid false positives.
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.