My key is right next to the computer but the computer keeps locking/disconnecting.

If your token is right next to/touching your computer but the computer keeps locking, first, please make sure that you are using our proprietary Bluetooth USB sensor and not your computer's internal Bluetooth. Every computer has a different Bluetooth chip positioned differently, so performance will vary. Then, please ensure that your token is in line of sight of your Bluetooth USB sensor placement, not the computer itself. If your token is in your pocket, please place your USB receiver via extension under your desk so the that the token and the receiver are in line of sight.

Token and USB Placement

Make sure your GateKeeper Halberd token (or phone) and USB sensor are in direct line of sight.

If you are wearing your token on a lanyard, make sure your USB sensor is on your monitor facing you:

 

If you have your GateKeeper token on your waist or in your pants pocket, place the USB sensor under your desk:

 

If you were logged out because your token disconnected, please make sure that your token is turned on. If you are using your phone as your token, make sure your Bluetooth is turned on and that the Trident app is also turned on and running in the foreground.

Please also see the attached document that shows how to properly utilize a USB extension cable with your USB sensor.

Many GateKeeper users use two Bluetooth USB 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 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 sensor 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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