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.


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.


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