Troubleshooting - Error Messages

This help section provides a list of error messages you may encounter while attempting to use the CrossLoop Application:

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 VNC which will conflict with any other VNC program if it's running on the computer. (see suggested steps)
Your Firewall/Security software is blocking CrossLoop or VNC files from running or accessing the internet. (see suggested steps).

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 files that are necessary for the CrossLoop application to function and access the internet. The necessary files are: CrossLoopconnect.exe, crossloopservice.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 the files mentioned above 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 certain that the connection problem is not being caused by security software, please contact us at support@crossloop.com and provide as detailed a description as possible of both computers and the time when you experienced the problem.

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:

Disable your security program
Download the most current version of the CrossLoop application
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.

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 VNC which may not function at the same time with other VNC programs, so these must be stopped before CrossLoop can work.
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