Troubleshooting - Error Messages

This help section provides a list of the error messages that we have identified while attempting to use the CrossLoop Application:

• Failed to execute command line: WinVNC.exe
• Failed to connect to web service
• The file is corrupt
• Another instance of Winvnc is running

Failed to Execute Command Line: Winvnc.exe

The error message "Failed to Execute the Command Line: winvnc.exe" can come up in a variety of scenarios:

• Another instance of winvnc is running. CrossLoop installs and uses TightVNC which will conflict with any other VNC program if it's running on the computer. (see suggested steps)
• You are not signed in to the "Share" computer as a user with rights to write to the registry. You must be an administrator of your computer to use the CrossLoop Application.
• You have Firewall/Security software blocking CrossLoop or VNC files from running or accessing the internet. (see suggested steps)

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Failed to Connect to Web Service

The "Failed to connect to web service" message appears when something is blocking the CrossLoop Application from accessing the internet.

The solution to this problem is to configure your Firewall/Security software to allow the files that are necessary for the CrossLoop application to function to run and access the internet. The three files that need to be able to run are: CrossLoopconnect.exe, winvnc.exe, and vncviewer.exe.

Here is how you can allow those files to run:

• 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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The File is Corrupt

You may receive this message if your security software blocks our install. There is no security risk but if you are concerned about it, please visit the security section of our help pages.

Please follow these steps to install the CrossLoop Application:

1. Disable your security program
2. Download the most current version of the CrossLoop application
3. Install CrossLoop

After installation you will need to configure your firewall to allow CrossLoop to work. The details on how to configure your firewall are provided in the connection troubleshooting help page.

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Another Instance of WINVNC is Already Running

If you receive a message saying "Another instance of WINVNC is running" the computer must have another VNC program installed and running. CrossLoop installs and uses TightVNC which may not function at the same time as other VNC programs, so these must be stopped before CrossLoop will work.

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