Computer keeps locking while I'm working.

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. Also see the attached document.

GateKeeper Enterprise Client v3.12.28.0 

GateKeeper Single-User Client v3.11.35

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:

How to increase the computer's lock range.

GateKeeper Enterprise Client Version (v3.12.28)

1. Open your GateKeeper Client application on your PC by pressing the Windows key on your keyboard and start typing "GateKeeper".
   
   
2. In the Proximity Lock Range square, select the next lower tier from the dropdown menu. The default range is Normal (10-15 feet). The maximum range setting is Out of Range Only (>25 feet). The computer will lock when the token is out of range.

How to adjust the lock range from the GateKeeper Hub.

(Requires GateKeeper Client app v3.12.28 and Hub v3.10.0)

1. Log into the GateKeeper Hub and click Group Settings.
2. Choose a group and click Managed Settings.
3. Under Lock Settings choose Lock Range, select the next lower tier from the dropdown menu. The default range is Normal (10-15 feet). The maximum range setting is Out of Range Only (>25 feet). The computer will lock when the token is out of range.

GateKeeper Single-User Client v3.11.35

1. Open your GateKeeper Client application on your PC by pressing the Windows key on your keyboard and start typing "GateKeeper".
   
   
2. Move the Lock dial left to increase the lock range (locks farther away). Now your computer will lock slower when you leave. This will help prevent unintended locking events. The default lock setting is 25. Try moving the lock range to 10 or 15. The maximum distance the GateKeeper can lock your computer is at lock setting 0.

Changing your lock and unlock distance.

Using the internal BLE instead of the GateKeeper USB Sensor

The computer may be locking because the Token Visibility Timeout counter is reaching its limit and locking the computer. That means that the computer is not able to read the presence of your GateKeeper token, thus will lock the computer. This may happen while using the internal Bluetooth because the Windows OS limits the amount of data being transferred from the token to the software.

If you're using the free version of GateKeeper Client (Personal), your Token Visibility Timeout is locked to 30 secs. Please use the USB sensor as described above to increase the amount of data sent from the token to the software. You will receive immediately see a change of locking performance.

If you're using the GateKeeper Enterprise Client application (subscription-based), please use the USB sensor as described above and increase the Token Visibility Timeout setting to 60 seconds. How to adjust the Token Visibility Timeout Setting. If the setting is locked, please contact your GateKeeper Hub administrator to change the setting.  

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.

Finally, the Inactivity Lock Method is used to lock the workstation after a period of inactivity (mouse or keyboard movement). If you are doing work that involves less mouse and keyboard movement (Zoom calls, reading, etc.), disable the Inactivity Lock Method to prevent the computer from locking while you're still at your computer.

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.

After making all of the above changes and the computer still locks unexpectedly, please use the Help tab in the client app to submit feedback. Please see the submit feedback article for help sending feedback. A GateKeeper representative will reach out for further assistance.

For any additional questions or concerns regarding 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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