FAQ & Troubleshooting Logging In FAQ

Logging In FAQ

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The most frequently-asked questions we receive regarding login issues.

Table of Contents


“Connection error. Check your network settings.”

Your firewall or antivirus software may prevent VCC Live® Desk connecting to the network. Make sure no antivirus software is blocking the connection. See Firewall Settings.


“The operating system you are using is no longer supported. Soon, you will not be able to log in.”

Your computer is running an operating system that is no longer supported. In order to continue using VCC Live® Desk, you will need to upgrade to a newer operating system. See Supported Operating Systems.

Obsolete operating systems have reached the end of their support by their manufacturer and no longer get security updates. Security updates patch vulnerabilities that may be exploited by malware and help keep user data safer.

We encourage all users using obsolete operating systems to upgrade to newer operating systems in order to continue having access to VCC Live® Desk, as well as to ensure your data is safe.


Which operating systems are compatible with VCC Live®?

VCC Live® can be used with Windows 7, 8.1, 10 or with Linux Ubuntu version 14.04, 16.04 (64-bit).

Please note that as of 14 January 2020 Microsoft® will no longer provide security updates or support for PCs running Windows 7. For this reason, it is not recommended to use VCC Live® Desk and Archiver on Windows 7 after 14 January 2020, and it may not be as well compatible with Windows 7 following that date.

For more information, see Supported Operating Systems.


Why won’t VCC Live® Desk open when I click on its shortcut icon?

Even though the application may already be running, its window might get stuck off-screen. To resolve this issue:

  1. Double-click on the VCC Live® Desk icon on the taskbar. It ensures that the off-screen window is selected as the active window.
  2. Press and hold the shift key on your keyboard, then right-click on the VCC Live® Desk icon on the taskbar.
  3. Select Move.
  4. Press the arrow keys on your keyboard to move the window.
  5. Continue moving the window until it appears on your screen.

Note: This method works only on computers running Microsoft Windows.

Alternatively, the VCC Live® Desk application may have failed to open. To see if the application is running in the background, open Task Manager:

  1. Press Ctrl+Alt+Del on your keyboard.
  2. Select Task Manager.
  3. Look for VCC Live® Desk on the list.

Note: This method works only on computers running Microsoft Windows.

If none of the suggestion above work, you may try to:

  • Restart your computer.
  • Contact Support.

“Your account may be restricted. Please contact Support.”

Your account may be restricted if payments remain outstanding for an extended period of time. See Restriction Procedure.


“Your password has expired.”

You must change your current password, because an admin or supervisor user has requested a password change for your user account. Learn how To Enforce a User to Change Password Upon Next Login.


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