Why does my mom's phone say null when I try to factory reset it?

[Android Central Question]

Cannot do a hard reset on my mom's Coolpad. Does null mean it's hacked so I can't erase everything?

 

[MoreDef]

I have the same issue here so what does that mean

I'm trying to reset it so I can contact anyone besides who is in the same house with me. I get zero calls back from anyone I try to contact. I have thinks I need to get done and I've literally been trying and trying for days and ZERO RESPONSES. NOW OUT OF 100 Different PPL AND NO RESPONSE WHAT SO EVER... MAJOR PROBLEM.

I've got to ask...is it only set up to contact specific people? Like, is the phone set up so that you can only call certain people in your house/family?

Is your mom's phone set up so that she can't call anyone else...almost like there are parental restrictions on it?