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:

• I am using Windows Vista
• One of the computers has gone into Hibernate or Sleep mode
• One of the computers has an active screen saver

I am Using Windows Vista

Windows Vista has a new security feature called "User Account Control" that can help prevent unauthorized changes to your computer. UAC does this by asking you for permission or an administrator password before performing actions that could potentially affect your computer's operation or that change settings that affect other users. Unfortunately, this message and request for approval displays even if you are logged in as a user with Admin rights. When this message is displayed the CrossLoop client is immediately disconnected. In order to solve this issue you can follow these steps:

1. Open the Control Panel
2. Open User Accounts and Family Safety
3. Open User Accounts
4. Turn User Account Control off (This will require a reboot)

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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
2. Open the power options properties
3. Change the options for system standby an system hibernates 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 "Display welcome screen on resume". 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
2. Open the display properties
3. Click on the Screen Saver tab
4. Increase the wait time before the screen saver starts or select "None" as the screen saver
5. Click on "Apply"

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