Troubleshooting - Slow Connection

This help section provides details on how to troubleshoot if the CrossLoop Application is suffering from slow connection speeds. The first step would be to determine the reason for the slow connection. These are the most common issues:

• Unable to establish a peer to peer connection
• Problems with firewall / adware / spyware
• Conflict with another program
• Slow Internet connection

If you cannot resolve your issue, you can always adjust the image quality to increase speed.

Unable to establish a Peer to Peer connection

CrossLoop's Peer to Peer connection connects the two computers directly without going through any other server and this is the fastest type of connection. The CrossLoop application will always attempt to establish a Peer to peer connection between the two computers. If a "Peer to Peer" connection is not possible it will create a "Relay" connection and all information will go through our server.

If you are experiencing a slow connection speed you are probably using a relay connection. In order to find out whether this is the case you can follow these steps:

1. Connect to another computer
2. Click on the CrossLoop Icon in the upper left corner of the CrossLoop application
3. Choose "About" from the drop down menu

If there is a P2P section at the bottom of the about screen, you have a P2P connection.  See below example:


If you can't establish a Peer to Peer connection please contact us through our online support forum at support@crossloop.com providing as detailed a description as possible of both computers and the time when you experienced the problem, and we might be able to find out why you can't.

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Problems with Firewall/Adware/Spyware programs

For CrossLoop to run properly 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.

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Conflict with another program

CrossLoop installs and uses TightVNC which could conflict with any other running VNC program on either computer you are using in the CrossLoop connection.  Make sure you turn off any other application that uses TightVNC while you are running CrossLoop.

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Slow internet connection

This one is pretty obvious: if you have a slow internet connection, or if you have programs opened that utilize a lot of bandwidth, CrossLoop can't provide the best performance.  To check your speed go to www.speedtest.net and test your speed.  We recommend broadband, but CrossLoop does work on some dial-ups if it's a reliable connection.

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Adjust Image Quality

You can adjust the image quality to speed up performance. In order to do so you should follow these steps:

1. Before establishing the connection click on the gear icon on the access computer see below:
   
   
2. Click on "Change Image Quality" from the menu
3. Set it to low image quality to speed up performance
   
   Once you make this change it will remain in that mode until you change it again.

Of course it may work better if you can solve the root problem that is causing the slow connection speed. These are the problems that lead to slow speeds with the CrossLoop application:

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