A network interruption at your location, or on some step between your location and our datacenter, or occasionally even in our datacenter will cause the connection to your SureDesk™ to ‘hiccup’ or ‘stall’.

If the interruption is longer than a few instants, you may find your SureDesk™ becomes unresponsive or you may see the image below:

Here’s what you should do:
1.    Relax for a minute – except for local network issues, internet or datacenter interruptions are rare (a dozen times a year perhaps) and most often resolve themselves quickly (within seconds usually or 5-10 minutes at the most)
2.    Do Nothing during the interruption – the more you click during the interruption the more the SureDesk™ needs to do before it becomes functional again.  Try to reduce the queue of commands when there seems to be an interruption.
3.    If you get disconnected, give the our servers 2-3 minutes to refresh before logging in to the web portal.
4.    When you login into the portal again, using IE on a trusted network, your SureDesk should pop up again with all your open applications and work as it was before the interruption.
5.    If the SureDesk™ doesn’t pop open on it’s own, gently MOUSE OVER the logoff button on the portal and select DISCONNECT – then relogin to the portal and see step 4.
6.    10% of the time you may unfortunately face a hung session, just like a hung PC, and you’ll need to actually logoff your session, shutting everything down and relogin to a new session with all your software closed and any open work usually saved in a draft or temporary file.  This kind of crash of your session should be very rare and occur no more than a couple times a year.

As always if you have any additional questions or the above doesn’t seem to work please contact This email address is hidden from email harvesters via JavaScript or give us a ring at 800-882-8701