My PC is locked by Norton Family and there is only a black screen. What to do?

Question

1- I bought a mini PC for my child (win11 pro ready) and installed Norton Family.

2- After 6 hrs of screen time Norton Family locked the PC and just a black screen.

3- While trying to add some more time I deleted the related child profile on Norton Family.

4- I opened another child account linked to the same PC.

5- Although I reset the screen time, the PC screen is still black and no response. Can't access to desktop at all.

6- Asked Norton Help Desk and they said since I deleted the original child account link the PC is blocked in locked mode.

7- They adviced me to connect the MS Support.

8- Can MS Support help me remotely to unlock the PC?

9- If so, how should / how can i connect to MS Support?

10- What info should i provide?

Thank you very much.

Answer 1

Hello Metin 

Welcome to the Microsoft Q&A. Thanks for sharing your issue. Thanks for the detailed info here are some steps and suggestions to help 

 

Yes, Microsoft Support may be able to help, especially if the lock is interfering with Windows login or system access. However, since the lock was triggered by Norton Family, Microsoft might have limited ability to override it directly unless it's affecting core Windows functionality. 

 

What You Can Try First 

Before contacting Microsoft, try these steps: 

1. Boot into Safe Mode 

This may bypass Norton Family's lock: 

• Hold Shift while clicking Restart from the login screen. 
• Go to Troubleshoot > Advanced options > Startup Settings > Restart. 
• Press F4 to boot into Safe Mode. 

If you can access Safe Mode, you may be able to: 

• Uninstall Norton Family. 
• Create a new admin account. 
• Reset screen time settings. 

2. Use a Different Admin Account 

If you have another local administrator account, log in with that and uninstall Norton Family or reset the child account settings. 

 

 

Hope the above information is helpful to you！ 

 

PS：Bing, Microsoft Edge, Windows, Windows Insider Program is now supported on Microsoft Q&A. 

Starting from July 2, 2025, new questions must be posted there. Existing discussions will remain accessible on Microsoft Answers until July 6, 2025. 

Customers will be redirected to Q&A starting July 7, 2025. 

🔗 https://learn.microsoft.com/answers/questions/ 

 

Best Regards, 

XXXX | Microsoft Community Support Specialist Hello Metin 

Welcome to the Microsoft Q&A. Thanks for sharing your issue. Thanks for the detailed info here are some steps and suggestions to help 

 

Yes, Microsoft Support may be able to help, especially if the lock is interfering with Windows login or system access. However, since the lock was triggered by Norton Family, Microsoft might have limited ability to override it directly unless it's affecting core Windows functionality. 

 

What You Can Try First 

Before contacting Microsoft, try these steps: 

**1. Boot into Safe Mode **

This may bypass Norton Family's lock: 

• Hold Shift while clicking Restart from the login screen. 
• Go to Troubleshoot > Advanced options > Startup Settings > Restart. 
• Press F4 to boot into Safe Mode. 

If you can access Safe Mode, you may be able to: 

• Uninstall Norton Family. 
• Create a new admin account. 
• Reset screen time settings. 

**2. Use a Different Admin Account **

If you have another local administrator account, log in with that and uninstall Norton Family or reset the child account settings. 

 

 

Hope the above information is helpful to you！ 

 

PS：Bing, Microsoft Edge, Windows, Windows Insider Program is now supported on Microsoft Q&A. 

Starting from July 2, 2025, new questions must be posted there. Existing discussions will remain accessible on Microsoft Answers until July 6, 2025. 

Customers will be redirected to Q&A starting July 7, 2025. 

🔗 https://learn.microsoft.com/answers/questions/ 

 

Best Regards, 

Ian | Microsoft Q&A Support Specialist