Usually, providing remote support is fairly straightforward. We have an in-house program our users/clients download and run on their computer in order for us to provide remote support. At times we do run into issues, and one that we recently came across was a user’s computer, in this case, running Windows 10, would immediately lock the screen once remote support would move the mouse. This issue was not just specific to our program, but also when attempting to assist the user with TeamViewer. After some research, the issue was resolved by adding a change to the Registry.
Backing Up The Registry
Be warned. Always create a backup of your registry prior to make any changes. If anything goes wrong, you can at least revert back to a good working copy of your registry. In order to make a backup of your registry you will need to:
1. Access the Registry by going to the Start Menu and searching for regedit, or hitting Windows Key + R and typing in regedit.
2. This will open the Registry Editor, which is seen below.
3. You will create the backup by clicking on File | Export. This will open a window in which you can decide to save the entire registry, or only a particular branch of the registry. In our case, we will save the entire registry to our desktop. You can save it in your preferred location. Depending on the size of your registry, this may take a while.
Implementing Change Using Registry Edit
After ensuring we have a good backup of our registry prior to making any changes, we can go ahead and proceed with the Registry Edit. The change we are about to add creates a rule for the computer to not lock after x amount of time. We will be setting this amount to 0.
1. In Registry Editor, you will need to select on the left-hand panel the folder, or hive, named HKEY_LOCAL_MACHINE.
2. You will need to navigate to the path HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Policies\System. You can also type in the path location in the address bar at the top of the Registry Editor which will navigate you to the location where the change will be implemented.
3. Once you are at the System folder, which is the end of the path mentioned above, on the right-hand panel, you should see a list of entries. Look for an entry called “InactivityTimeoutSecs.” In our case, this entry was not present, thus it had to be created. You will need to go to the menu bar and click on Edit | New | DWORD (32-bit) Value. If the entry is already present in your list, skip to step 6.
4. This will create a new entry on the right-hand panel which you will rename InactivityTimeoutSecs.
5. Once renamed, right-click on the InactivityTimeoutSecs entry and choose the Modify This will allow you to check the value of the entry. The default entry is 0, as it should be.
6. If InactivityTimeoutSecs was present for you and did not have to create a new entry, all you have to do is change the value to 0. The default value for Windows 10 is 900 which translates to 15 minutes.
7. Once change is made, close out of the Registry Editor and restart your computer for your changes to take effect. To test changes, attempt to remote in once more with TeamViewer, or Remote Desktop software to determine if you get locked out immediately after initiating remote session. If you are able to remote into the machine that had the changes made, and are able to control the machine without being sent back to the lock screen, congratulations! Your changes have taken effect.