Splashtop remote access

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.

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.

Note:

• This article discusses Splashtop's unattended remote support. Atera also integrates with Splashtop SOS for on-the-fly assistance without prior setup.
• Professional plan users can have up to two concurrent sessions. Expert, Master, and Enterprise plans have unlimited concurrent sessions — remote into as many devices as you want!
• Pro plan users can have up to two concurrent sessions. Growth, Power, and Superpower plans have unlimited concurrent sessions — remote into as many devices as you want!

Connect with Splashtop

You need at least one of the following permissions to use Splashtop remote access:

• Admin
• Desktop Remote Manage
• Server Remote Manage

Note:

• By default, Splashtop's remote access type is set to 'Unattended'. This means the end user will not be prompted to accept or reject the connection.
• Connecting simultaneously to the same device in Atera is not possible via Splashtop.

To start a remote connection: 

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

Note:

• If this is the first time using Splashtop on your device, you need to download and install the Splashtop RMM client before returning to Atera and clicking 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.

Connect to offline devices

To try 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 is 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 default

When set as default, Splashtop will automatically install on all existing and new agents.

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. In the Splashtop tab, click Set as default.

Splashtop is now your default remote access and will be installed on all existing and new agents.