TROUBLESHOOTING

When connecting to a Windows 10 Unattended Support Computer I can not use the stored password or enter it manually

Issue

  • When connecting to a Windows 10 Unattended Support machine, customer will not see an option to use the stored password or enter in the Windows password manually.
  • Computer will be displaying the lock screen image ( may be customized just like wallpaper).

Objective

Environment

GoToAssist Remote Support
Unattended Support
Windows 10

Procedure

Answer

Cause

Windows 10 implemented a new feature called "The curtain screen" a user must click anywhere on the screen to bring forward the log in prompt.

Resolution

Click anywhere on the screen to bring forward the Log On prompt. Once the Log On prompt is visible the stored password can be used as normal.

Additional Information