HELP
Troubleshooting
Most problems are a permission, a firewall, or a network that blocks discovery.
The other computer doesn’t show up
- Both computers must be on the same network, with Crosspoint open on both.
- Guest networks and many office networks block discovery. Use Add by IP address on the Devices page; the other computer shows its address at the top of its own Devices page.
- On Windows, allow crosspoint-service when the firewall asks. If you dismissed it: Windows Security → Firewall & network protection → Allow an app through firewall → allow crosspoint-service. Set your network to Private.
- Crosspoint uses UDP port 24900. A firewall between the computers must allow it.
- Both computers need the same version of Crosspoint. Update both from About → Check for updates.
The cursor doesn’t cross to the Mac, or keys don’t type there
Check System Settings → Privacy & Security → Input Monitoring and Accessibility (Device Control and Data Access on the newest macOS). Crosspoint must be on in both. Crosspoint’s Settings shows the live status. After an update, if both look on but nothing works, remove Crosspoint from both lists with the − button and add it again.
The cursor doesn’t cross where I expect
Open Layout. The cursor crosses only where screens touch. A warning under the canvas tells you if a screen doesn’t touch any other or overlaps one. Drag it until it snaps into place. If the cursor crosses by accident near an edge, set an Edge delay in Settings.
Control seems stuck on the other computer
- Move the mouse or trackpad of the computer you’re at. It takes control back immediately.
- Or press Ctrl+Alt+Shift+Esc (on a Mac ⌃⌥⇧+Esc), or click Release control in the menu bar or tray menu.
- If the network drops, control comes home by itself within a second and held keys are released.
The connection keeps dropping
Crosspoint reconnects by itself, usually within 30 seconds after a network change and within seconds after sleep. Wi‑Fi that switches between access points or bands can cause short drops. A cable on one of the computers helps.
Shortcuts do the wrong thing
With Translate shortcuts on, ⌘ on a Mac keyboard acts as Ctrl on a PC and the other way around. Turn it off in Settings to send keys exactly as pressed, or change single rules on the Keyboard & mouse page.
Copied files aren’t arriving
- Received files go to
Downloads/Crosspoint. Progress is on the Transfers page. - A dropped connection pauses a transfer; it carries on after reconnecting.
- More than 1000 files at once? Zip them first.
Lock screen and admin windows on Windows
Windows doesn’t let any app control its lock screen, administrator (UAC) prompts or admin windows. Crosspoint tells you when this happens. Type on that computer’s own keyboard for those.
The menu bar or taskbar stays bright when screens dim
That’s expected. Dimming darkens the screen, but the menu bar and taskbar can stay bright.
Remote desktop
Don’t try Crosspoint through a remote desktop app like RDP, Parsec or TeamViewer. Those send their own mouse and keyboard and confuse both. Use it on computers that are physically in front of you.
Still stuck?
In the app, open Diagnostics → Copy debug report and paste it into an email to us from Contact support. It has versions, connection state and recent log lines, never your clipboard or key presses.