Use Splashtop Remote Access

Our Splashtop integration enables you to provide instant remote support for your customers anywhere, anytime. Securely connect to remote computers, access files, and applications, and troubleshoot problems without having to leave your desk.

Our Splashtop integration enables you to provide instant remote support for your users anywhere, anytime. Securely connect to remote computers, access files, and applications, and troubleshoot problems without having to leave your desk.

Note: This article discusses Splashtop unattended remote support. Atera also integrates with Splashtop SOS attended remote support

This article describes how to:

• Initiate a remote connection
• Try to connect to offline devices (Windows)
• Set Splashtop as your default remote access

Remote Connect with Splashtop

Note: Only users with 'admin' permissions or users who have either 'Desktop Remote Manage' or 'Server Remote Manage' permissions enabled can use Splashtop remote access.  

To initiate a remote connection: 

1. From Devices (on the sidebar), navigate to the device and click Connect. 

The Connecting to a device window appears.

Notes:

• If this is the first time using Splashtop on your device, you need to download the Splashtop RMM Client. Follow the prompts to install the Splashtop RMM client. Then return to Atera and click Connect.
• You must enable popups for this site to launch Splashtop.

2. Click Open Splashtop for RMM. 

You're in! The device is now available for remote connection.

• If connecting to the device for the first time, then users with no Splashtop account as well as existing Splashtop users must install the Splashtop RMM tool on the target agent.
• Once you click Connect, Atera will push a streamer to the agent. This process should take a few seconds.
• You are allowed a maximum of two concurrent remote sessions per technician on Pro, while the Growth and Power licenses are unlimited in this regard (connecting simultaneously to the same device in Atera is not possible via Splashtop). Learn more about Atera pricing

Connect to offline devices

To attempt to connect to an offline device:

Occasionally, the Atera agent may appear to be offline under certain network conditions. When this happens, you can try to bypass the agent and remotely connect to the device directly via Splashtop. 
Note: This option will only be available for Windows devices. 

1. From Devices (on the sidebar), navigate to the device and click Connect. 

The Offline Agent window appears. 

2. Click Connect to try and establish the remote connection despite the device appearing offline.

Note: You can also try to remotely connect to an offline device from the Agent Console by navigating to Devices > Your Device > Connect.

Set Splashtop as the default

To set Splashtop as your default remote access:

1. From Admin (on the sidebar), click Settings. The Settings page appears.

2. Click the Remote access tab.

3. Click Set as Default.

Splashtop is now your default remote access. Click here to see how to initiate a remote connection.