Troubleshooting - Can't Connect

This help section provides details on how to troubleshoot if you can't connect to another computer using the CrossLoop Application. These are the most common reasons for difficulties connecting:

• I don't have an access Code
• I am behind a proxy
• My firewall is preventing the connection
• I am not an admin user

I Don't Have an Access Code

You can find your access code by clicking in the "Share" tab of the CrossLoop application.
You only need the access code if you are going to establish a screen-sharing session with another computer. In order to start a screen sharing session you should follow these steps:

1. Provide the access code that appears in the "Share" tab of the CrossLoop application to the person that wants to access your computer
2. The person accessing your computer enters the access code into their "Access" tab
3. Both parties press "connect"
4. The person that clicked on the "share" tab will receive a prompt to accept the connection
5. Grant permission for the other person to "View" or "Access" your desktop

The access code is a 12 digit number randomly generated by the CrossLoop application and it is used to encrypt the data before it is sent over the internet.

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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 through our online support forum here if you need any help.

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My Firewall is Preventing the Connection

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

• CrossLoopconnect.exe
• winvnc.exe
• vncviewer.exe

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 security 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 or block and make sure CrossLoopConnect.exe, Winvnc.exe and VncViewer.exe are allowed to run.  Here is a great online resource that explains how to allow a program internet access 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 TightVNC 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 RemoteAdminTightVNC in quarantine please change the action to take to "Allow"

If you are certain that the connection problem is not being caused by security software, please contact us through our online support forum here and provide as detailed a description as possible of both computers and the time when you experienced the problem.

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I am not an Admin User of My Computer

In order to use the CrossLoop client you must be an administrator of your computer. CrossLoop installs and uses TightVNC which must be able to write to the Windows Registry and it also uses the registry to remember certain settings and keep statistics.

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