CrossLoop® Simple Screen-sharing 

Setting up screen-sharing with CrossLoop over the Internet is very simple. First you download and install the free version of CrossLoop® onto your computer. Then, to initiate a remote assistance session, you launch CrossLoop and give CTI the randomly generated secure access code it automatically generates. (See below for details.) This allows the CTI technician to have full access to your computer over the Internet during the troubleshooting session. No other configuration is required (except perhaps disabling "User Account Control" in Windows  Vista and Windows 7 as described in note 1 below). 

Before attempting a connection, first call CTI Tech Support (800-533-1031 between 8 am to 6 pm M-F) to determine is someone is available to provide online assistance. You also must agree to the disclaimer in note 2 before CTI can provide remote assistance. 

Install

Windows: To Install CrossLoop in Windows (with Windows XP SP3 or later, 128 MB RAM or greater, 2 MB hard drive space, and a broadband internet connection): 

    1. Click here to download the install file from CTI (or click http://www.crossloop.com/download.aspx?get_free=&win=true to download the latest version from CrossLoop)
    2. Save the CrossLoopSetup.exe file to your Desktop 
    3. Close all other programs 
    4. If you are running Windows Vista -
      • Right-click on CrossLoopSetup.exe file on the desktop, select "Run as Administrator"
      • At a User Account Control (UAC) permissions prompt, click Continue 
      • Confirm English language and then click OK (see note 2 below)
      • go to step 6 below
    5. For Windows 8/7/XP/2000/ME/98 -
      • Open or Run the CrossLoopSetup.exe file (or double-click the file on your desktop if not prompted to Run or Open)
      • Click Run to Allow 
      • Confirm English language and then click Next
    6. Follow CrossLoop's installation wizard -
      • Accept the License Agreement and click Next
      • For "Additional Tasks", leave "Create a desktop icon" checked, but you can un-check "Create Quick Launch icon",  and then click Next 
    7. Click the Install button to accept the installation settings 
    8. Check Launch CrossLoop and then check Finish.

Apple Mac: To install CrossLoop in an Apple Mac (with OSX 10.4 "Tiger" or later, an Intel processor, 20MB disk space and 500MB of RAM):

  1. Click Download (or go to http://www.Crossloop.com/download.aspx?get_free=&mac=true to download the latest version from CrossLoop)
  2. Open the CrossLoopMac.dmg or CrossLoop.pkg 
  3. Follow the on-screen installation instructions
  4. Accept the CrossLoop License
  5. Open from your Applications folder.

Use

To use CrossLoop (after installation):

  1. Call CTI Tech Support (800-533-1031 during normal business hours) to request that a support technician open a CrossLoop connection for remote assistance. Please identify yourself, the name of your MLS, what the problem or error is that needs to be investigated, and if a support tech is not currently available, your call-back phone number. Call-backs are in the order received and, due to the highly variable nature of troubleshooting and call volume, cannot be scheduled for a specific time. 
  2. Launch CrossLoop (immediately after installation or later)
    • in Windows by double-clicking the installed CrossLoop icon on your desktop
    • in Mac open CrossLoop.app in your Applications folder
  3. If prompted to "Create a CrossLoop Account" the first time you open CrossLoop, click Skip (or X to cancel) 
  4. Click the grey "Share" tab if it is not automatically selected (see image below) 
  5. Give the CTI technician the 12-character Access Code on your CrossLoop Share screen (a new Access Code is randomly generated each time you open CrossLoop, and it expires if not used)
  6. Once CTI tells you they are ready, click the Connect button. 
  7.   At the CrossLoop Warning screen, click Yes to allow a CTI tech "to connect and share control of your computer." Do not check "View Only". 
  8. The first time you run CrossLoop you may need to click the "Unblock" button on the Windows Firewall Security Alert screen (or "Allow" or "Trust" for any other firewall, security or antivirus program). If you are using Windows Vista/7, see note 1 below. 

To close a CrossLoop remote connection, click the Disconnect button on the CrossLoop screen. CTI cannot remotely connect to your computer unless you run the CrossLoop program and provide a current access code (as described above). If you do not expect to need further remote technical support from CTI in the near future, you can remove the CrossLoop program from your computer as you would any other program (go to Control Panel and select Add/Remove Programs, or in Windows Vista/7 select Programs and Features). 

Note 1: Windows Vista, 7 or 8. If you are running Windows Vista, 7, 8 or  8.1, you may need to temporarily disable User Account Control (UAC). To disable UAC, follow the instructions for your version of Windows in the related article, "Configure Security Settings in Windows". 

Note 2: Disclaimer of Warranty. All services are provided under the terms and conditions of CTI's license agreement accompanying CTI Navigator. Assistance in any form is provided only as a convenience to licensed users of CTI products. Problems and solutions may depend on the nature of your system environment and other parameters that are unknown to CTI. By requesting assistance, user agrees that actions and solutions described, suggested or implemented by CTI staff are entirely at the user's own risk and are provided without warranties of any kind. Under no circumstances, including negligence, shall CTI or any of its employees be liable for any direct, indirect, incidental, special, punitive, consequential or other damages, loss, cost or liability whatsoever that result from or are related to use of technical support provided by CTI.

Note 3: Security. This assistance program uses encrypted data for privacy during transmissions, and it requires you to initiate a connection. No one can connect to your computer using these programs without your permission and participation. 

Note 4: Viruses. The only information transferred during a remote connection is the pixels for screen display, mouse operations, and keystrokes. Since no files are transferred, these connections are not vulnerable per se to spreading any known virus.  

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