Forum Discussion

JTMauro's avatar
JTMauro
New Contributor
7 years ago

Goto Assist remote support screen lock on mouse movement

remote support screen just lock on mouse movement.  no click need, just move the mouse.  Only happening on a couple of computers..  Any ideas ?

  • CEIT-TI's avatar
    CEIT-TI
    6 years ago

    Not sure if this is still an issue, but for others having this issue, we found this to resolve our same issue with the mouse moving locking the remote session.

     

    "Go to "secpol.msc - Local Policies - Security Options - User Account Control: Admin Approval Mode for the Built-in Administrator Account" and enable it."

    -Jeff F. @ TI

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Hi JT,

    Sorry for the loss of functionality there.

     

    Are you saying that some of your unattended clients have the mouse locked so that you cannot control them remotely?

     

    If so, have you checked on the affected devices for any security software that may detect / disapprove of screen sharing functions?

    • JTMauro's avatar
      JTMauro
      New Contributor
      7 years ago

      I remotely connect - 

      If I move the mouse on the screen, the remote session locks. 

      If I keep the mouse off the remote screen, I can manipulate it using the keyboard.

      Only happens on 3 machines.  No anti-virus or anything special on remote computers that are not on other machines that are working from what I can see.

      • ADandS's avatar
        ADandS
        New Member
        7 years ago

        This is happening to me on a new computer.

        Not sure if this is a Windows 10 update security thing or something set in the policy editor or GoToAssist.

        I setup a remote session with customer I can see their desktop if I move the mouse it moves for a very short second and then goes to lock screen asking for windows user password.

        This is a brand new computer with Windows 10 Pro 64 bit.

        The GotoAssist client is update as of 12/12/2017 and the GotoAssist Expert App on my computer is updated as of 12/12/2017.

        I connected to other machines with the same client and app as we are using in the issue mentioned above without issues.

        I also connected to another computer on the same network where the one with the issue resides without this problem.

        Please help.

         

  • CEIT-TI's avatar
    CEIT-TI
    New Member
    6 years ago

    Not sure if this is still an issue, but for others having this issue, we found this to resolve our same issue with the mouse moving locking the remote session.

     

    "Go to "secpol.msc - Local Policies - Security Options - User Account Control: Admin Approval Mode for the Built-in Administrator Account" and enable it."

    -Jeff F. @ TI