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Frequently Asked Questions

Answers to various common questions you may have

General Questions

Q1.1. My computer does not have a Bluetooth controller. Can I use Across in this case?
Yes, you can, but you need a USB Bluetooth dongle. There are many USB Bluetooth dongles in the market and most of them are dirt cheap.
Q1.2. How can I check whether the Bluetooth stack on my computer is the Microsoft Windows Bluetooth stack or not?
  1. Open the Device Manager on your Windows computer.
  2. Double-click “Bluetooth” in the Device Manager. If there is “Microsoft Bluetooth Enumerator” under the “Bluetooth” category, Bluetooth stack on your computer is the Microsoft Windows Bluetooth stack. Otherwise, it is not the Microsoft Windows Bluetooth stack.
  • For a Broadcom chipset, please make sure “WIDCOMM Bluetooth software” is NOT installed on your computer. Broadcom WIDCOMM uses the Microsoft Windows Bluetooth stack as its baseline and therefore it has "Microsoft Bluetooth Enumerator" too. Once you have removed “WIDCOMM Bluetooth software”, the Microsoft Windows Bluetooth stack automatically works.
  • For a CSR chipset, if you'd installed “CSR Harmory”, please remove it. Once you have removed the software, the Microsoft Windows Bluetooth stack automatically works.
  • For an Intel chipset, if you'd installed “Intel(R) PROSet/Wireless Software for Bluetooth(R) Technology” or “Intel(R) Wireless Bluetooth(R)(patch version: ...)”, please remove it. Once you have removed the software, the Microsoft Windows Bluetooth stack automatically works.
Q1.3. How can I switch the Bluetooth stack on my computer to the Microsoft Windows Bluetooth stack?
  • For a Broadcom chipset, please make sure “WIDCOMM Bluetooth software” is NOT installed on your computer. Broadcom WIDCOMM uses the Microsoft Windows Bluetooth stack as its baseline and therefore it has "Microsoft Bluetooth Enumerator" too. Once you have removed “WIDCOMM Bluetooth software”, the Microsoft Windows Bluetooth stack automatically works.
  • For a CSR chipset, if you'd installed “CSR Harmory”, please remove it. Once you have removed the software, the Microsoft Windows Bluetooth stack automatically works.
  • For an Intel chipset, if you'd installed “Intel(R) PROSet/Wireless Software for Bluetooth(R) Technology” or “Intel(R) Wireless Bluetooth(R)(patch version: ...)”, please remove it. Once you have removed the software, the Microsoft Windows Bluetooth stack automatically works.
Q1.4. I am getting an error message of “Failed to initiate paring process. Please check the Bluetooth controller in your computer. Error Code: 15” during pairing. How can I fix it?
  • For a Broadcom chipset, Bluetooth stack on your computer may not be the MS Windows stack but the Broadcom WIDCOMM. Please find the “WIDCOMM Bluetooth Software” in “Programs and Features” (“Control Panel” > “Programs” > “Programs and Features”) and remove it. Once you have removed it, the MS Bluetooth stack automatically works and the error during pairing will not occur.
  • For an Intel chipset, please find “Intel(R) PROSet/Wireless Software for Bluetooth(R) Technology” or “Intel(R) Wireless Bluetooth(R)(patch version: ...)” in “Programs and Features” (“Control Panel” > “Programs” > “Programs and Features”) and remove it. Once you have removed it, the MS Bluetooth stack automatically works and the error during pairing will not occur.
Q1.5. Are there any constraints on Across relative to the Bluetooth version?
No. You can use Across on all Bluetooth versions.

Installing & Uninstalling

Q2.1. My Android smartphone/tabletPC can’t access to the Google Play store. Can I install Across Client on my device?
Yes, please follow the steps below to install Across Client on your device. However if your device can access to the Google Play store, use the Google Play store. Also do not use other APK files except the official APK file from the link below.
  1. You must first allow your device to install from “Unknown Sources”. To do this, navigate to Settings > Security (or Applications in some devices) and check the box marked “Unknown Sources” (or turn on “Apps from Unknown Sources” in some devices).
  2. Download the Across Client APK file on your device using this link.
  3. Tap the downloaded Across Client APK file to install.
  4. Once Across Client installation done, don’t forget to uncheck “Unknown Sources” (or turn off “Apps from Unknown Sources” in some devices) that you activated in the first step.

License

Q3.1. The activated product key keeps being automatically deactivated. What’s the matter?
Please check if the system clock of your computer is correct or not. If the system clock is not correct, please fix it.
Q3.2. I’d like to change the email address that is related to my product key. How can I do?

Please send a message using the following form by the Contact Us:

Subject: Please change the email address for my product key(s).
Message:

Hello. I’d like to change the email address that is related to my product key(s).

Old email address: (e.g. old@email.com)

New email address: (e.g. new@email.com)

Product key(s) that will be related to the new email address:

(e.g. (The first 4-digit for each product key will be enough)

    1. A1B2
2. C3D4
)

Keyboard Mouse Sharing

Q4.1. When a client device has input focus, the typed keys input to the Across Server computer instead of the client device. What's the matter?
If you are using a special keyboard security software (for example, anti-keylogger), the software may prevent Across from sharing keyboard with your client device. In this case, please disable or remove the software that caused the issue.
Q4.2. I am using a good (gaming) mice whose polling rate is above 125Hz, and use it to control all my smartdevices. However when I control a client device with it, the mouse cursor moves sluggish. What's the matter?
Bluetooth communication speed is not so fast to support high-speed data transmission. Bluetooth technology only supports polling rate up to maximum of 125Hz. Therefore please lower polling rate to 125Hz during using Across.
Q4.3. Everything works fine except that I cannot input the 'Q','W','E','I','O','P' keys ('A','Z','E','I','O','P' keys for a French keyboard) to a client device. What's the matter?

Trial version has the following limitation (which is stated in the download page):

The trial version only works without any limit for 30 minutes after computer starts. After the 30 minutes, mouse works without any limit, but when you input keyboard to a client device with the trial version, you will be unable to input the ‘Q’, ‘W’, ‘E’, ‘I’, ‘O’, ‘P’ keys of a keyboard (the ‘A’, ‘Z’, ‘E’, ‘I’, ‘O’, ‘P’ keys of a French keyboard) to the device. Also, the length of the clipboard text that can be synchronized between devices is limited.

If your issue is not the case, please don't hesitate to let us know.

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