Hi Summernn,
I'm Christine, an Independent Advisor. Looks like your Aunt can't sign in on her account/device. No worries, I'll do my best to help you.
Kindly check and follow the steps below:
We are going to try to enable the built-in administrator and you will create a new user profile so that you can transfer all of the files there so you can use the computer again.
To open the Windows recovery environment, please follow the steps below:
Please hold down the shift key on your keyboard and click the restart option on your screen. (Do not release the SHIFT key)
You will see the Choose an option screen: Click Troubleshooting,
click Advanced Options
Command prompt, type the command below and hit enter:
Note: There's a space between r and /
net user administrator /active:yes
After that, restart the device and select the Administrator, please create a new user, by following these steps:
Create a new user profile:
https://support.microsoft.com/en-us/windows/cre...
Copy files to the new user profile
https://support.microsoft.com/en-us/windows/fix...
Please let me know the result. I'll be happy to assist you all the way until it's resolved.
Thank you,
Christine L
