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I can’t connect to the remote end point

If you experience connectivity issues whilst trying to connect to your endpoints, follow the process below:

This is a one time process for troubleshooting a specific Agent that you cannot connect to. It is not required to repeat this process unless an Agent is experiencing remote connection problems.

 

Cannot Connect to Endpoint

 

1. Navigate to the Agent dashboard
Ketty-PC1.png
2. Click the Manage dropdown > Service Manager
The Service Manager window displays.
Ketty-PC1-Service_Manager.png
3. Scroll down to  'SplashtopRemoteService'.

4. Click Restart and wait for the process to complete.

5. Click Go To Agent 

6. Click Connect

Note: If the above steps do not resolve the issue, white-list the following paths on the Agent side, then re-run the procedures:

  • C:\Program Files\ATERA Networks\AteraAgent
  • C:\Program Files (x86)\Splashtop
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