Frequently Asked Questions (FAQs)
We have incorporated the questions which we have been frequently asked in our sessions surverys, problem reports and emails.
What is CrossLoop?
CrossLoop is a global marketplace for all types of technical support. CrossLoop makes helping other people fast, friendly and cost-effective
by empowering any two people anywhere in the world to connect live via computer. Through its easy-to-use desktop sharing software and global,
user-verified Help Community, CrossLoop connects computer users with trusted, qualified service providers and friends who can provide the
support they need quickly and conveniently. CrossLoop is available in 21 languages and used by individuals and businesses in over 190
countries to provide technical support, training and collaboration around the globe.
I want to partner with CrossLoop – whom do I contact?
Please Contact us at: Partner@CrossLoop.com
Does CrossLoop work with OEMs, service providers, or technical integrators?
Please contact us at Partner@CrossLoop.com with your specific request.
How can I get more people in "the Loop" to spread the word?
Please use our form here to tell-a-friend about CrossLoop, or you can create an account and publish one of our widgets – called a CrossLoop Badge –
on your blog, site or social network. The CrossLoop Badge allows members to share their expertise, ratings, reviews and testimonials.
If you have any questions that are not answered below, please contact us through our online support forum here.
For the Customer
What is the CrossLoop Community
The CrossLoop Community is where anyone can find immediate help to the industry's best technical support Helpers. CrossLoop's Helpers solve a much higher percentage of customer problems than the industry average. Anyone can access the Community through the Home Page Search or through the CrossLoop screen sharing application.
Is the CrossLoop Community free?
It is completely free to use the CrossLoop screen sharing tool or to find a Helper in the CrossLoop Community. Many Helpers provide free assessments, estimates, and other free services. Depending on the problem, Helpers charge for their additional services as defined by their rate card.
How do I receive the 48-Hour Money Back Guarantee?
To automatically start the Guarantee, simply click on the "Chat with Me" button with any Helper and after your session pay with the prompts you receive. If you are not using the CrossLoop chat for your session, make sure you ask your Helper to pay via chat. This ensures that you receive the guarantee.
What is the 48-Hour Money Back Guarantee?
The 48-Hour Money Back Guarantee is one of the most exciting aspects of the CrossLoop Community. CrossLoop provides this guarantee for services provided by its Helper Community. This guarantee provides you, the Customer, with an added level of security when transacting with Helpers. Paying for a session with a Helper through the CrossLoop transaction system automatically starts the Guarantee. If the Helper was unable to solve your problem or your problem continued after the session and within 48 hours of your final payment, CrossLoop will refund the payment you made. Please review our Terms of Use for full details on the guarantee.
How much will I pay for expert help?
The rates for Helpers vary by many factors depending on the type of issue and experience of the Helper you choose. CrossLoop encourages Customers to always get an initial estimate that will provide you with best expectation for services.
How do I pay the Helper?
CrossLoop allows for credit card or PayPal payment for all services. Transacting over CrossLoop also enables the 48-Hour Money Back Guarantee, ensuring that you receive support that corrects your problem or meets your request.
Are there any additional Customer fees for using the CrossLoop Community?
CrossLoop does not charge the Customer any additional fees for using the screen sharing tool or the Helper Community. CrossLoop charges Helpers a percentage of final fees they charge for completed help session. Customers only pay for the services fees charged by their Helpers.
What happens to the CrossLoop screen sharing software now?
It will be available for use, for free, as always. CrossLoop plans to make money through the CrossLoop Community and some other premium services.
How do I sign up as a Customer?
CrossLoop only requires the minimum information to transact in our Community. When you connect with a Helper, CrossLoop will prompt you to create a simple login. By creating this login you can track your history, sessions, Helpers, and in the future diagnostic information.
What is the difference between a Customer and a Helper?
Anyone can use CrossLoop's free tools and Community. Helpers focus on fixing problems for Customers that come to the Community for help. However, you can be both a Customer and a Helper. In fact, it is very common for Helpers to help other Helpers in the Community and it is common for Customers and Helpers to help their friends using CrossLoop.
Can I continue using the CrossLoop screen sharing software to help my friends and family even though I don't intend to sell my expertise to others through the CrossLoop Community?
Yes - you can absolutely do this. You can still create a profile, just be sure to opt-out of the Community when you create your profile. If you already have a profile and don't want to receive Customer leads, please go to "Edit Profile" to opt-out of the Community (see below for more details).
For the Helper
Is the CrossLoop Community free?
It is free to post your qualifications and expertise in the CrossLoop Community in a custom profile. CrossLoop charges a percentage of your final service fees charged to Customers you receive as leads in the Community. To understand the full details please read our Terms of Use.
What is a Customer or Lead?
A Customer or lead is defined as any person contacting a Helper through the CrossLoop Community and seeking help on their computers. This can be through an email or any other communication infrastructure that CrossLoop provides or was provided through CrossLoop. All payments for CrossLoop leads must be through the CrossLoop transaction system initiated through "Chat with Me".
How do I Use the CrossLoop Payment System?
Go to the Transaction Process Flow document to see a walkthrough of the process.
For the Customers sent to me, what information about me is sent to the Customer, if any?
CrossLoop does not send any information to the Customer that is not visible on the Profile of the Helper. The Helper's email is not visible or available to the Customer when viewing the profile or transacting unless the Helper provides it. The Helper gets all the information provided by the Customer.
What if I don't want to be involved with the CrossLoop Community and don't want leads?
If you have created a CrossLoop Profile, you can opt-out of the Community by logging into your CrossLoop Account on the web service -> go to Profile tab -> go to 'Edit Profile' and then scroll down to check mark the opt-out box. You can continue to use the CrossLoop profile to quantify your credentials and build and market your brand. However, you won't appear in search results if you check the opt-out box.
How do I ensure that the Customer decides to buy one of my services?
This is dependent on a lot of factors subjective to the Helper. Here are a few recommendations to increase your conversion rate:
- First, you must create a CrossLoop Profile.
- Complete your profile with all details that highlight your expertise. The CrossLoop search engine indexes the 'Headline', 'About Me' and 'Expertise' tags to help Customers find the right Helpers
- We recommend you upload a personal picture of yourself. This helps build your credibility and enhances trust. People like to do business with people with whom they can identify.
- Everytime you have a CrossLoop session, make sure you are logged into the client. The initial search result rankings are based on the number of sessions a Helper has had.
- Request from your Customers that they create an account (before you help them, if possible). Also request that they rate you and leave you comments after the session is over since comments and ratings are logged in your profile and help you build a track record.
- Publish the CrossLoop Badges and URLs on your site, blog or social network so that you continue to build your brand. These are available on the 'Promote' tab when you are logged into the website. You can also add your custom CrossLoop URL (the link to your profile page) on your email signature to promote yourself.
- 7. When you get a chat request, please respond immediately. When you receive a lead from the email leads@crosslop.com, make sure you respond within 24 hours to provide prompt response and delight to the Customer.
What fees does CrossLoop charge?
CrossLoop does not charge any placement or marketing fees. We only get paid when you make sales. CrossLoop charges a fee based on the total bill to the Customer. Please review the following document to understand our fees click here. We have performed extensive benchmarking of many other online marketplaces, such as eBay; social markets, referral services, as well as many others. Our rate is consistent with these marketplaces, especially when you include all fees that can be charged such as placement fees, success fees, promotion fees, convenience fees, etc...
How do I get paid for Customer services I render?
CrossLoop will remit funds to Helpers minus our fee for all paid services once a week as per our Terms of Use. All funds will be sent to the Helper's PayPal account or sent via check.
Will I need to pay CrossLoop for Customers that I have always had independent of CrossLoop or pay to use the CrossLoop software?
You can continue to use the CrossLoop screen sharing software for free with your own Customers. In fact, we recommend you use CrossLoop with your own Customers to help build your reputation and leverage your expertise with them to gain greater visibility in the CrossLoop Community so you can receive more leads and expand your business. Our transaction fees are first based on leads that we bring to you. We charge you only when you are successful. We also charge a nominal fee for the use of our transaction system that covers payment processing and also provides reputation building.
Helper Promotions
CrossLoop has developed several free tools to allow Helpers to market themselves and increase their visibility. As with all marketing campaigns, the more Helper's market themselves the more Customers and sales they receive.
How can a promotion signature help me promote my services? What is a promotion signature?
How do I add a promotion signature to Outlook 2007 Vista?
Only the small gray and small black badges can be used in email signatures.
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad. Keep Notepad open, you will use it to copy and paste the link to your profile from here. The code will look like:
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/> - In your email program, select Tools, and then Options
- Select the Mail Format tab
- Click "Signatures..." (near bottom right)
- Click "New" (near upper right)
- In the next window, name the new signature "My Signature"
- Click on the Add Picture icon on the right portion of the dialog
- In the filename paste in the .jpg path from above: http://www.crossloop.com/images/badge-sm-gray.jpg
- Click Insert, wait a bit, your picture should be inserted
- Make sure the picture is highlighted, click on the Insert Hyperlink Icon
- In the Address paste in the profile link form above: http://www.crossloop.com/[Your Name]?type=email
- Click OK
- On the Signatures and Stationary screen, change the Choose Default Signature option to "My Signature"
- Click OK two more times to get out to main Outlook screen
- Compose a new message and verify the new signature is in place
How do I add a promotion signature to Outlook 2003 XP?
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents." It will look like this
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/>- Open Microsoft Outlook 2003
- Select Tools and then Options
- Select the Mail Format tab
- Click "Signatures..." (near bottom right)
- Click "New" (near upper right)
- In the next window, name the new signature "My Signature"
- Select the "Use this file as a template" option and click "Browse..."
- In the file dialog, choose "My Documents" and select "mysig.html"
- Click "Next >" and "Finish" to proceed
- Click "OK" on the "Create Signature" dialog to continue.
- Back in the Options dialog, open the "Signature for new messages" drop-down menu and select "My Signature"
- From the "Signature for replies and forwards:" drop-down menu, select "My Signature"
- Click "Apply" (near bottom right)
- Compose a new message and verify the new signature is in place.
How do I add a promotion signature to Outlook 2000?
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents." It will look like this
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/>- Open Microsoft Outlook 2000
- Select Tools > Options
- Select the Mail Format tab
- Click "Signatures" (near bottom right)
- Click "New" (near upper right)
- In the next window, name the new signature "My Signature"
- Select the "Use the file as a template" option and click "Browse..."
- In the file dialog, choose "My Documents" and select "mysig.html"
- Click "Next" and "Finish" to proceed
- Click "OK" on the "Create Signature" dialog to continue.
- Back in the Options dialog, open the "Signature for new messages" drop-down menu and select "My Signature"
- From the "Use this Signature by default:" drop-down menu, select "mysig.html"
- Click "Apply" (near bottom right)
- Compose a new message and verify the new signature is in place.
How do I add a promotion signature to Outlook Express?
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents."
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/> - Open Microsoft Outlook Express
- Select Tools > Options
- Select the Signatures tab
- Click "New"
- Select the "Add signatures to all outgoing messages" checkbox
- Click "File" under the "Edit Signature" section (near the bottom)
- Click "Browse" and select "mysig.html"
- Click "Apply" (near bottom right)
- Compose a new message and verify the new signature is in place.
How do I add a promotion signature to Thunderbird?
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents."
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/> - In Thunderbird, Select Tools > Account Settings...
- Choose which email account you want to use the signature
- Check "Attach this signature"
- Click "Choose..."
- Select "mysig.html"
- Click "OK"
- Click "Save" (near bottom left).
How do I add a promotion signature to Netscape?
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents."
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/> - In Netscape, Select Edit > Mail & News Group Account Settings ...
- Check "Attach this signature" and click Choose
- Select "mysig.html"
- Click "Open"
- Click "OK".
How do I add a promotion signature to Eudora?
- This instruction only for eudora 7.1 in paid mode, standard mode doesn't allow paste signature in HTML format
- Choose either the small gray or small black badge on your promote page to use as your email signature.
- Highlight the text in the "embed code for email signatures" box and Control+C to copy the text.
- Paste it into Notepad and save the file as "mysig.html" in "My Documents."
<a href="http://www.crossloop.com/[Your Name]?type=email" target="_blank"><img border = "0" src="http://www.crossloop.com/images/badge-sm-gray.jpg" alt="Get help from [Your Name]!" />/<a/>- In Eudora, Select Tools > Signatures
- Right click on left window and choose "new"
- Enter a signature name "CrossLoop" when "Create New Signature" popup
- Click "OK"
- Select Edit > Paste Special ...
- Select As "HTML Format"
- Paste the copied email signature HTML into the document
- Click "File" and choose "Save"
- Back to "Options" > Category
- Select "Composing Mail"
- In Signature box, select "CrossLoop" from list
- Click "OK"
- Back to "Options" > Category
- Select "Styled Text"
- Check "Send signature with styles"
- Click "OK".
What is the CrossLoop screen sharing software?
CrossLoop offers a FREE secure screen sharing utility designed for people of all technical skill levels. CrossLoop enables non-technical users to get connected from anywhere on the Internet in minutes without changing any firewall or router settings. It only takes a few minutes to setup and no signup is required.
Why would I use CrossLoop?
CrossLoop connects people with their trusted contacts – both friends and professional service providers – to receive help on their computers. With CrossLoop, people can help their contacts remotely as if they were working side by side. Popular uses for CrossLoop range from technical assistance to trouble-shooting to software and application training, such as how to set up a blog or create videos online.
Do I need to create an account to use CrossLoop?
You do not need a CrossLoop account to use our free desktop screen sharing application. However, with an account you receive these additional features and benefits for FREE:
- View and track your sessions – you can access your history of all the CrossLoop sessions you've had, including who you had a session with (if known), the purpose of the session (if provided), and the time, date, and duration of the session.
- Share feedback and testimonials – you can rate the people you have CrossLoop sessions with and share your comments.
If you frequently need help on your computer, an account will help you keep a history of all the work done on your computer which will be beneficial to anyone helping you in the future. Think of this as your computer's medical history.
If you are a frequent Helper or a technical support professional, we recommend you create an account and profile on CrossLoop. This will enable you to:
- Build your credentials – track and tag your screen sharing sessions. Your profile page dynamically updates with each CrossLoop session you have.
- Promote your expertise – display your credentials dynamically anywhere on the web
- Monetize your skills – be discovered to generate leads with the CrossLoop Badge
I have a firewall installed – Do I need to configure the router?
Absolutely not – CrossLoop works so that you do not have to re-configure your router. Just click on download from our homepage and install the software. Click on the CrossLoop icon on your desktop and you are ready to connect with anyone securely.
What do I need to use CrossLoop?
Currently it works only on the Windows OS
- Windows 2000 or newer, including Vista
- Pentium 500MHz +
- 128 MB RAM or greater
- 2 MB hard drive space
- Broadband Internet Connection
How can a promotion signature help me promote my services? What is a promotion signature?
Does CrossLoop work on dial-up?
Yes, but we recommend broadband for optimal service.
How do I invite someone to view and control my desktop?
- Direct them to www.CrossLoop.com and have them click on the Download link or use our tell-a-friend feature here. Once they have downloaded the software and installed it, they can launch the software by clicking on the CrossLoop icon on their desktop.
- Have your contact click on the "Access" tab.
- Provide to your contact the Access Code from your "Share" tab and ask him/her to enter it in the empty space provided on his or her "Access" tab.
- Now both of you should click on the "Connect" button and CrossLoop will connect your computers. If you both do not click connect within 2 minutes the connection will time out. (Note: this is a security feature to ensure there is a user at both computers) . Also see the note for Windows Vista below.
- You will be asked a final time for permission to allow or deny your contact. Click on the ‘Allow' button and you contact will see your desktop.
- You can use the additional features such as view only mode that allows your contact to only view and not change your computer, share files, switch screens.
Note: Windows Vista by default turns on UAC (User Access Control). If you have windows Vista, the UAC control will prompt you to provide permission to continue with the action. You can grant permission by continuing. It is often easier to turn off UAC by going to Control Panel > User Accounts and Family Safety > User Accounts then click on "Turn User Account Control On or Off" and turn it off. You can always turn this back on after your session.
How do I access someone else's desktop?
- Direct the other person to www.CrossLoop.com and have them click on the Download link.
- Once they have downloaded the software and installed it, they can launch the software by clicking on the CrossLoop icon on their desktop.
- Have your contact click on the "Share" tab.
- Ask the person their Access Code and enter it on your "Access" tab.
- Now both of you should click on the "Connect" button and CrossLoop will connect your computers. If you both do not click connect within 2 minutes the connection will time out. (Note: this is a security feature to ensure there is a user at both computers). Also see the note for Windows Vista below.
- Your contact will be asked a final time for permission to allow or deny you access. Instruct your contact to click on the Allow button.
- You can use the additional features such as view only mode that allows your contact to only view and not change your computer, share files, switch screens.
Note: Windows Vista by default turns on UAC (User Access Control). If you have windows Vista, the UAC control will prompt you to provide permission to continue with the action. You can grant permission by continuing. It is often easier to turn off UAC by going to Control Panel > User Accounts and Family Safety > User Accounts then click on "Turn User Account Control On or Off" and turn it off. You can always turn this back on after your session.
Does CrossLoop provide white label or co-branded versions of CrossLoop the crossloop screen sharing software?
Please Contact us at: Partner@CrossLoop.com
How secure is CrossLoop?
Security is built into all aspects of CrossLoop. Session data is encrypted at the end-points before being sent using a 128-bit encryption algorithm using a randomly generated 12 digit access code. Explicit permission is required before any screen images are sent to a remote computer. CrossLoop does not store any of the data from the screen sharing sessions. Click here to learn more: Security
Can CrossLoop recover anything deleted on my PC by my contact?
No – CrossLoop sessions are private and use encrypted technology. Nothing is recorded or saved on our servers.
Can I transfer files with CrossLoop?
Yes, you can. The CrossLoop file transfer feature enables you to copy files and folders to or from the ACCESS and SHARE computers. The file transfer capability is available once you are connected and have established a screen sharing session. File transfers can easily be done by dragging and dropping a file or multiple files or folders onto the CrossLoop dialog box. Click here for more details: file transfer
Does CrossLoop support international languages?
The client screen sharing application is supported in 21 languages, as are the homepage and download pages of the CrossLoop website. In the future, we will internationalize more areas of the CrossLoop website.
If I have Windows and my friend has a MAC or Linux OS, will CrossLoop work?
CrossLoop currently works only on the Windows OS. We plan to release a Mac and Linux version in the future.
Can I personalize CrossLoop with my logo or brand?
Not currently, but please do let us know if this is of interest. You can contact us here: Partner@CrossLoop.com. We are actively working on bringing you enhanced features based on your feedback.
Does CrossLoop support multiple users collaborating at the same time?
Not currently, but we plan to release a version that will in the future. Please make feature requests here: feedback
Does CrossLoop allow me to reach into another PC remotely without someone at the other end?
CrossLoop is built for remote collaboration and support between two people. For security reasons, we always require confirmation from the SHARE computer before access is granted. The Customer also has the security to allow a "view only" connection.
Does CrossLoop support a session with more than 2 users at a time?
CrossLoop focuses on enabling any two people to share desktop screens in order to provide or receive computer help, training or collaboration. As mentioned above we plan to release a multi-user tool in the future. We are always listening so please submit your feature request here: feedback
How can I avoid the scroll bars when I am looking at my contact's desktop?
You can do so by going into the full-screen mode. Click on the top left corner of the viewer and from the drop down menu, select "Full Screen".
Does CrossLoop provide paid technical support to help me on my PC?
CrossLoop does not provide paid technical support, but many of our Helpers deeply understand the technology and can provide technical support at this time. If additional support is of interest to you, please make a feature request by contacting us here: feedback. We are always listening to our users.
Why doesn't anyone show up to help me after I click on "Share"?
The "Share" tab provides you with the code so you can get help. When you provide this code to a friend or a Helper that you find in the CrossLoop Community they can connect to your computer.
I have used tools like VNC, Windows Remote Desktop etc. What is unique about CrossLoop?
- Ease of use – no router configuration or technical knowledge required
- Secure and encrypted
- CrossLoop does not require Windows XP Pro (Windows Remote Desktop)
- You can also create free accounts to log your sessions, start building a track record for yourself, and promote your credentials anywhere on the web. This will help you access new Customers and monetize your skills.
How is this different from web-conferencing tools like Webex?
CrossLoop allows you to sit behind anyone's PC from anywhere at anytime. Tools like Webex are for video conferencing in the business environment whereas CrossLoop is designed to allow people to help or be helped by people you interact with regularly and trust. Furthermore CrossLoop is free.
Can I use this software with a technical support person overseas at a call center?
Yes – absolutely. If the person is walking you through a phone conversation, you can recommend that they use this software, if you trust them, to resolve the problem on your PC. It enhances productivity and eliminates the visual-audio gap in communication that we all experience frequently.
Can I use CrossLoop to collaborate with someone to edit a word document, powerpoint presentation or any other Microsoft Office application?
Yes – Absolutely. Either of you can see the changes you are making to the document/ program and have the final result immediately instead of exchanging emails back and forth tracking changes. This saves time and enhances productivity significantly. You can simple transfer a final copy to your contact through CrossLoop's file transfer feature.
Furthermore, this is not just limited to Microsoft applications. You can use CrossLoop to collaborate with any application that resides on your PC like QuickBooks, Adobe, etc.
Can I collaborate with a programmer in a different geography?
Yes – Absolutely. Either of you can see the changes you are making to the document/ program and have the final result immediately instead of exchanging emails back and forth to track changes. You can then transfer the final document file by dragging and dropping it to the other person's computer as soon as you have finished editing the file.
Can I work with a translator remotely?
Yes – Absolutely.
Can I use CrossLoop for training with an expert remotely?
Yes – Absolutely. We have seen many of our users use it to train others on different software applications
How much memory do I need to install the CrossLoop software on my hard disk?
Very little - 3 MB hard drive space!
My friend/ contact does not have an email - can (s)he still use CrossLoop?
Absolutely – all you need is a browser and an Internet connection. With CrossLoop, you can even send them with an email and show them how to use it! If one wants to create a free CrossLoop account, you will need a valid email address.
Is CrossLoop an anti-spyware program?
No – but you can enlist a knowledgeable person you know to help remove spyware, adware on your PC by using CrossLoop.
Can I use CrossLoop to get my computer remotely diagnosed?
Yes – schedule it with a trusted person who is knowledgeable on PC diagnostics to do this with you. This can be done from anywhere, anytime by anyone you trust.
Can I get a friend to help me make my browser/ email more secure?
Yes – absolutely.
What is the gear icon on the CrossLoop UI?
Clicking on the gear icon provides you with different options like ‘Change Language', ‘Change Image Quality', check the version you are using, contact CrossLoop for help or read the latest developments on our blog.
I own a small business and want to use CrossLoop to support my Customers – what is the price for a Business Edition?
Currently it is absolutely free. If you desire a co-branded version, please contact us here
Where can I submit feature requests?
We love your suggestions – contact us through our online support forum here with your ideas.
If you don't find the answer to your problem below, please contact us through our online support forum here.
1. Firewall/Security software could block CrossLoop or VNC files from running or accessing the Internet which can prevent CrossLoop from running. Symptoms include:
a. Failure to launch the VNC Viewer on the "Access" computer after the "Share" computer clicks on the ‘Allow' button.
b. Error message "Failed to Execute the Command Line: winvnc.exe". This message could appear on the "Share" computer and indicates that something is blocking TightVNC files from running. This might also happen if the user does not have Admin rights on the computer in the "Share" mode.
c. Error message "Failed to connect to web service." This message indicates that something is blocking the file CrossLoopConnect.exe from accessing the Internet or on very rare occasions the CrossLoop server could be experiencing a problem.
To prevent or remedy the above problems, please configure your Security software to "Allow" CrossLoopConnect.exe, WinVnc.exe and VncViewer.exe to run and access theIInternet. Some security software might list groups of programs to be allowed or blocked. The CrossLoop, TightVnc, Remote Control and VIPTunnel groups should be allowed.
2. If either or both of the computers have a VNC program already installed, it could conflict with CrossLoop.
CrossLoop installs and uses TightVNC which will conflict with any other VNC software if installed on the same computer. All VNC programs use the same registry keys and could overwrite each other's settings. If you are being asked for a password from a VNC dialog box when trying to run CrossLoop, it is not a CrossLoop message. The best thing to do is to uninstall CrossLoop and the other VNC programs on your computers and start fresh by reinstalling CrossLoop.
3. CrossLoop fails to install.
You must be logged in to your computer as a user with Admin rights to install CrossLoop. CrossLoop installs and uses TightVNC which must be able to write to the Windows Registry and to a configuration file. If you do not have Admin rights you will receive the error message "Failed to write to config file".
4. CrossLoop disconnects and closes the VNC Viewer.
CrossLoop does not have a time out period. These are the known reasons CrossLoop would disconnect in the middle of a session:
a. The person on the "Access" side minimizes the VNC Viewer to work on his/her own desktop for more than 1 minute. This is a characteristic of Tight VNC that we cannot modify.
b. One of the computers goes into hibernate or sleep mode after being idle for the set amount of time.
c. Some screen savers might cause CrossLoop to disconnect when they start up. Windows screen saver will cause a disconnect if you have it set to "Display welcome screen on resume."
d. A prolonged interruption in Internet connectivity on either end of the session.
5. Computers that use a Proxy server to access the Internet present a problem for CrossLoop performance.
An optimal, and normal, connection for CrossLoop is a Peer to Peer connection in which data is transmitted directly between the two computers having a session. If you use a proxy server, a Peer to Peer connection is not possible and therefore, CrossLoop performance will not be as robust as with a Peer to Peer connection. When possible, you should have a direct connection to the Internet when using CrossLoop.
6. I am unable to download the software with a warning of a security risk. Do I need to get my IT Administrator to change my settings and get permission?
Yes – many corporations do not allow employees to download software based on their internal IT policy. Please ask your administrator to set permissions for CrossLoop. CrossLoop's "Privacy" policy is here
Does CrossLoop visually capture/record my sessions on its servers?
Absolutely NOT – all data transfers are encrypted with our 128-bit algorithm. Our servers do not have access to any screen data. See our Privacy policy here.
Does the CrossLoop software have any adware, spyware etc. that I need to be concerned about?
Absolutely NOT – in fact, many people use CrossLoop to remove spyware and adware from their computers.
Where can I get the full details on CrossLoop's security?
Security is a high priority for us so here are all the details of the security measures we take.
Access Code
This is a 12 digit code that CrossLoop randomly generates on the "Share" tab every time the application is started.
"Access" Tab
Click on the "Access" tab on the CrossLoop software application when you want to take control or view your contact's PC remotely. (Your contact will "Share" their desktop.)
Comments
These are general comments that each contact may enter after the session to provide you with feedback and/or describe the help they received. These are viewable by anyone who sees your public profile.
CrossLoop Account
A CrossLoop Account is a free benefit for any user. This enables you to view and track your session history. With an account, you can create a detailed profile to build and promote your technical skills and credentials online. If you have a CrossLoop account and login to the client before each CrossLoop session, your profile will be dynamically updated. Now you can build your expertise and capture Customer feedback and testimonials. This is all done automatically by just using CrossLoop. You can create a free account here: create account
CrossLoop Badge
This is a widget with a small representation of your profile, your expertise and ratings. You may publish this on a blog, your website, a classified site like Craigslist or a social network like MySpace. The CrossLoop Badge, along with your profile, will be dynamically updated with your sessions. This means that your expertise and ratings will always be current wherever you choose to publish them. This requires no work once your profile is set up – just make sure you login during a session and continue using CrossLoop as you always do.
Expertise: These are tags (keywords) that describe your expertise in any particular domain like "spyware, database management, MS Office, Vista, CRM training, etc." At the end of each CrossLoop session, you will be asked to enter tags to describe that session. These tags will appear on your public profile. You may also enter tags when you first set up your profile or by clicking on "Edit Profile".
Location
This tells people where you are located. This will help people find a relevant expert.
Language
This tells people the languages you speak fluently. This will help people find a relevant expert.
Mark as Inappropriate
This is included on your Sessions page under the comments area. You may check this box if you see a comment that is inappropriate or otherwise violates the CrossLoop Terms of Use. Anything you mark will be submitted to CrossLoop to review.
Profile
Your profile page allows people to learn more about you and your technical skills. This is an opportunity to promote your expertise. This contains fields that are relevant to enable a person to make a decision about using your service, such as your background, your locale, languages you speak, recent comments from people you helped.
Promote
When you are logged in to the CrossLoop website, you will have access to the promote tab. This is where you will go to publish your CrossLoop Badge (see "CrossLoop Badge" above). This can be published to any site, blog or social networking site. Customers may contact you through this widget and it updates automatically with every session.
Ratings
Every CrossLoop session can now be rated by your contact or Customer. Anyone may rate a session as (+1) indicating they were satisfied, (-1) indicating they were not satisfied, or neutral which results in a zero and does not affect your rating.
Reputation
Each time you provide help to someone using CrossLoop, the other person will be asked to rate you (with either a +1, -1, or 0 – see above). The cumulative of these ratings is shown under the reputation heading on your public profile.
"Share" Tab
Click on the "Share" tab on the CrossLoop software application if you want to share your desktop with a trusted contact. You may give full control of your keyboard and mouse or you may select the ‘View Only' option. The Access Code is automatically and randomly generated on the "Share" tab. You have to share this code with the person who will "Access" your desktop with your permission.
Session
Whenever you launch the CrossLoop application to "Share" or "Access" desktop screens, this is considered to be a session.
Session History
This is a snapshot of the total number of people you have helped using CrossLoop and the total number of help sessions you have had. A session is included here if you indicate you provided help or the other party indicates they received help at the end of the session.
Settings
When you are logged in to the CrossLoop website, you will have access to the settings tab. You may go here to update your name, email address and password.
Tags
These are keywords created by a user. Each session can be tagged with a relevant keyword that describes the work done during the session, such as "spyware, database management, MS Office, Vista, CRM training, etc." The person providing help will be asked to enter tags at the end of each session. These tags will automatically appear on your profile under the Expertise category (see "Expertise" above) and will be viewable by the people you helped provided that they too have an account on CrossLoop.
Gift Certificates and Pre-paid Help Certificates
It's the time of year for giving. This year, give the gift of Help and SAVE!!
In the spirit of the season, CrossLoop is helping to give the gift of help by offering up to 20% off prepaid help services. We're also giving back to our community of Helpers by offering referral fees.
The thrilling part of this offer is CrossLoop pays 100% for the discount. The discount comes out of our normal transaction fee. You pay nothing for this service. Your customer gets free help and you as a Helper get all the benefit.
See below for Free Money and Big Discounts, but hurry... the discounts only last through the Holidays!
CrossLoop Gives You Money... for Free!
CrossLoop will give you $5 each time you refer a customer to prepaid help certificates and they purchase a prepaid gift certificate. Very simply, how this works:
- Contact your clients, friends or family. Simply use our "Tell a Friend" function on your own profile page to email your contacts and spread the word.
- The link in the Tell a Friend email will direct your contacts back to your CrossLoop profile (http://www.crossloop.com/YOURSCREENNAME) where they can purchase the gift certificates.
- The referral fee is automatically credited to your account with each purchase.
"The Gift of Help" offer automatically appears at the bottom of your rate card.
Example Helper Profile View With Help
CrossLoop Gives You Big Discounts!
CrossLoop offers several exciting options to save you and your friends 15% to 20% off services! Link to these offers from the home page, search page and your own Helper profile page, or click the Gift of Help.
Give the Gift of Help
The Extra Benefit
You can buy a certificate for your friends and family and put yourself as the referring Helper.
This combines the two offers for even more savings. You get the discounted rate and you get $5 for each one.
How to Use a Gift Certificate
When a Heler charges a customer for service they receive a window like the following below. At the bottom of the page there is a link called "Enter it Here." When the customer clicks on this link they will receive an option to enter their code show on the second image below. Once they enter the code the system will deduct the appropriate amount and promt the customer to pay the remaining amount if any remains. Multiple codes can be entered for a single transaction.
Customer View of the Payment Screen with the Option to Enter a Code
Customer View of the Code Entry Screen
Our Terms
There are some limitations and this tremendous offer will only last for the Holidays so take advantage now! To see the full
terms please read our Terms of Use.