Troubleshooting - CrossLoop Application Disconnects

This help section provides details on how to troubleshoot if the CrossLoop Application is disconnecting while you are connected to another computer. These are the most common issues:

• One of the computers has gone into Hibernate or Sleep mode
• One of the computers has an active screen saver

One of the Computers has gone into Hibernate or Sleep Mode
To prevent your computer from hibernating and therefore interfering with your session, follow these steps:

1. Open the Control Panel and Click Hardware and Sound
2. Open the Power Options properties
3. Click on "Change when the computer sleeps" and set "Put Computer to Sleep" to "Never".
4. Click on "Apply"

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One of the Computers has an Active Screen Saver
Windows screen saver will cause the CrossLoop application to disconnect if you have it set to "On resume, display logon screen". Other screensavers may also interfere with the CrossLoop application. In order to prevent this issue, you can follow these steps:

1. Open the control panel and click on Appearance and Personalization
2. Click on Change screen saver in the Personalization tab.
3. Increase the wait time before the screen saver starts or select "None" as the screen saver
4. Click on "Apply"

Please note that prolonged internet connectivity problems at either end can also cause disconnects.

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