Troubleshooting - Can't Connect

This section provides details on troubleshooting connection problems using the CrossLoop screen sharing application. These are the most common reasons for difficulties connecting:

• I can't find my Access code
• I am behind a proxy
• My firewall is preventing the connection

I can't find my Access code

The access code is randomly generated by the Crossloop application and displayed on the gray "Share" tab. To establish a screen-sharing session with another computer the person at the Share end must read the access code to the person at the Access end so they can enter it in the access code field on the green Access tab. Both users must click the "Connect" button within 2 minutes of each other. In order to start a screen sharing session, follow the details given here.

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I am Behind a Proxy

CrossLoop only supports transparent proxies with basic authentication. It does not support transparent proxies with digest or NTLM authentication, and it does not support non-transparent proxies. Please talk to your network administrator to make sure your proxy is supported by the CrossLoop Application and contact us at support@crossloop.com if you need any help. To configure Crossloop to use your proxy server you must go to the "Manual proxy configuration" menu item under "Settings" in the Crossloop menu.

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My Firewall is Preventing the Connection

Usually a failed or slow CrossLoop connection is caused by firewall/security software blocking files that are necessary for the CrossLoop application to function. The four files that need to be able to run are:

• CrossLoopconnect.exe
• Crossloopservice.exe
• winvncstub.exe
• tvnserver.exe
• vncviewer.exe

These files can be found in the following directories:
(On WinXP- C:\Documents and Settings\"Username"\Local Settings\Application Data\crossloop)
(On Vista and Win7-C:\Users\"Username"\AppData\Local\crossloop)

How to solve this problem:

• If your security software asks you if you want to allow these files to run, answer "Always Allow".
• If your firewall/security software is blocking the files without asking you, you need to find the section of your security software that contains the list of programs to allow and make sure CrossLoopConnect.exe, Crossloopservice.exe, winvncstub.exe, tvnserver.exe and vncviewer.exe are allowed to run.  Here is a great online resource that explains how to allow a program for the most popular firewalls.
• If you are using Windows Vista on the Share computer a slow connection could be caused by Windows Defender placing VNC in quarantine. When this happens performance will be very slow and erratic. To solve this problem follow these steps:
• Open Windows Defender
• Click on the "Tools" menu item at the top of the page
• Open "Quarantine"
• If you see RemoteAdminVNC in quarantine please change the action to take to "Allow"

If you followed these steps and are still having connection problems please contact us at support@crossloop.com and provide as detailed a description as possible of both computers including the operating system, type of internet connection and security software used for both computers.

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