Why did my computer lock while I was working?

If your computer is unintentionally locking while you're working on it, there are several things to check.

Please make sure that your GateKeeper is within line of sight to the Bluetooth USB sensor. If it is not, the signal may be weak, resulting in unwanted locking.

Then login again with GateKeeper. Many GateKeeper users use two USB Bluetooth sensors to maximize their field of coverage.

If the unintended locking persists, please open the GateKeeper application on your desktop and adjust the lock and unlock levels in the Dashboard.

Please also make sure of the following:

*Warning: To avoid unintended locking, we highly recommend that you place your USB Bluetooth sensors directly into your computer (using a USB extension cable is fine - still direct). If you are using a multi-port USB hub, it is possible that the port does not have enough power and the GateKeeper token can become disconnected. 

If you are using your phone (GateKeeper Trident app) as your token with the Trident app, please make sure:

1. Your phone is on.
2. Your phone's Bluetooth is turned on.
3. Trident app is running in the foreground.
4. Your phone is within line of sight to your USB Bluetooth sensor.

Please change the lock and unlock levels according to your needs and environment. Remember to carry the GateKeeper token outside of your pockets, and attach the USB receiver to the front of the computer or taped to the monitor for optimal performance. It is also recommended to use more than 1 USB sensor to maximize performance.

Additionally, if you go to the Settings tab on the left, you have more options to adjust the locking response time.

Under Lock Settings, you have Motion Detection Sensitivity. Choose a level of sensitivity to motion to force the computer to lock faster. High motion sensitivity will allow the computer to lock quicker. If the system is locking too much while you are sitting at your desk, reduce the motion sensitivity to the Low level.

There is also the Lock Delay Timeout feature. This function will delay locking the computer after a lock decision has been made for this Lock Delay Timeout period. Choose a value for this delay if you want to prevent the computer from locking immediately when you walk away. Important: This lock delay will only apply when the computer is locked due to proximity.

The Signal Quality Bias Factor is an advanced feature for adjusting the unlock and lock distance on the GateKeeper client software. Add a bias to signal quality to prevent computers from locking while you are working. This setting can be adjusted in the Client or Hub software.

A positive bias improves signal quality, while a negative bias reduces it. If the signal quality is too low, add a positive bias. If it is too high, add a negative bias.

If you are using an Android as your key fob and your computer is unintentionally locking, you must place your phone closer to your computer. The Bluetooth chip in your phone is at the top of your phone so it would help if the top of your phone was pointed towards your computer.

For any additional questions or concerns regarding security, proximity settings, computer locking, credential management, or compliance, please contact GateKeeper Enterprise support using the Support Ticket form on https://gkaccess.com/support/ or email [e-mail].

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