"I cannot reach the Windows sign-in or the lock screen"

What it is for

You are connected to a Windows computer. Then the screen gets locked, Windows asks for a sign-in, or the question for administrator rights appears (user account control). Instead of the picture you see a notice or nothing. These screens are specially protected in Windows. Only the BrowserDesk service may show and operate them.

What you need

• On the device: BrowserDesk with the service installed (C4). Setting it up needs administrator rights once.
• A cloud licence or an own relay. It does not work with Free.

How to do it

1. What does the picture show? - "Am Gerät wird eine Administrator-Bestätigung angezeigt" (an administrator confirmation is shown on the device) with the sentence "… Der BrowserDesk-Dienst übernimmt die Anzeige – das Bild kommt in wenigen Sekunden." (the BrowserDesk service takes over the display — the picture comes in a few seconds): all fine. Wait a few seconds. The program briefly reconnects. - The same box with "… Ohne den BrowserDesk-Dienst kann er nicht übertragen werden. Bitten Sie die Person am Gerät, den Dialog zu beantworten – danach erscheint das Bild wieder." (without the BrowserDesk service it cannot be transmitted — ask the person at the device to answer the dialog): no service runs on the device. Continue with step 2 — or let the person on site answer.

1. Is the service running? On the device Einstellungen › Fernzugriff (Settings > Remote access) → card Systemdienst (system service). If it does not say "Läuft" (running), set up the service with Dienst installieren (install service) — the administrator password is needed (C4). Without anyone on site this works from the command line: Install a client from the command line. Even "run as administrator" is not enough — only the service reaches these screens.

1. Free? On browserdesk.de every device outside an access with a cloud licence counts as Free. There the person at the device must confirm every session — nobody can do that at the sign-in screen. Access without confirmation and before sign-in only exists with a cloud licence or an own relay (A1).

1. Need Ctrl+Alt+Del? You send the key combination via the session menu (E6).

1. Clicks land next to the spot, for example in a program running with administrator rights: H4.

1. The device does not come back online after sign-in or restart? Repair BrowserDesk (H18, Repair a client).

1. Nothing helps? Collect the logs on the device — they show whether the service took over the protected screen — and send them to info@browserdesk.de.

How you know it worked

You see the lock screen, the sign-in or the administrator question and can type and click there — for example "Yes" in the user account control or the password at the lock screen.

What the other side sees

The person at the device sees the lock screen or the administrator question as usual. Your input appears there.

Good to know

• Brief rebuild: when Windows switches to a protected screen (and back), another part of the service takes over. The program reconnects by itself — the picture is gone for a moment.
• macOS and Linux: a Mac can only be controlled while a user is signed in. On Linux there is a separate card Zugang vor der Anmeldung (access before sign-in) for the sign-in screen (C4).
• More background: Reach the Windows login / lock screen.

If it does not work