Splashtop remote access enables you to connect remotely with your customers. In this article, we will discuss how to troubleshoot common Splashtop issues that you might encounter.

Splashtop for RMM and Splashtop Streamer

Splashtop for RMM is the software application that you need to install on your device, that you are attempting to remote from.

Splashtop Streamer, on the other hand, is the software application installed on devices you want to remote into. Typically, there's no need to manually install Splashtop Streamer on your devices as it is automatically installed when initiating a remote connection. However, manual installation may be necessary in cases where automatic installation encounters issues.

Prerequisites

Please make sure that you whitelisted all of the servers needed for Splashtop on your network, as well as opening the necessary ports. Please check the following article to see all the Firewall settings needed for Splashtop.

• Firewall Settings for Atera's Integrations - Splashtop
• Make sure that the following paths are also whitelisted on your devices: "C:\Program Files\ATERA Networks\AteraAgent", "C:\Program Files (x86)\Splashtop"

• If you've installed ESET or any other type of Anti Virus, you might encounter issues as AVs may block Remote Desktop Protocol (RDP) connections by default. For ESET you can customize the installer configuration to allow for RDP connections. Learn more

Troubleshoot Splashtop remote access

In case you have issues remoting to one of your devices or installing Splashtop Streamer, please follow these steps. The following steps should fix the most common issues that you experience when attempting to initiate a remote connection.

Verify agent connection

Sometimes, Splashtop might not install or work properly because the Atera agent isn't communicating well with our servers. When this happens, it can stop Splashtop Streamer from installing or initiating a remote connection.

To see if there's a connection problem, you can try using other Live Manage features like Service Manager, CMD, Powershell, and Task Manager.

If you can't use any of those features, it's likely an issue with the Agent, not Splashtop. You can fix it by following the steps in our Troubleshooting guide here:

• Troubleshoot Atera's Windows agent

In case all of the Live Manage features mentioned above work fine, please check out the sections below.

Restart Splashtop service

There are instances where the Splashtop Streamer service remains stuck, preventing any connection attempts.

To restart the Splashtop Streamer Service:

1. Navigate to the Agent dashboard

2. Click Manage > Service Manager

The Service Manager window displays.

3. Scroll down to  'SplashtopRemoteService', click Restart, and wait for the process to complete.

5. After resetting the service for Splashtop, wait 2-3 minutes, then click on Connect.

If restarting the Splashtop Streamer service did not fix your issue, attempt a reinstallation of the software application.

Reinstall Splashtop Streamer

In certain cases, Splashtop can stop functioning correctly, and a reinstallation is required. This can be achieved by simply running the following script on your devices that have troubles with Splashtop. Simply upload the script in your Atera instance and run it on your devices.

msiexec /x {B7C5EA94-B96A-41F5-BE95-25D78B486678} /qn
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\Splashtop Inc." /f > nul 2> nul
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc." /f > nul 2> nul
RMDIR /S /Q "C:\Program Files (x86)\Splashtop\Splashtop Remote\Server" > nul 2> nul
RMDIR /S /Q "C:\ProgramData\Splashtop\Temp" > nul 2> nul
sc stop "SSUService"
sc delete "SSUService"
RMDIR /S /Q "C:\ProgramData\Splashtop\Splashtop Software Updater" > nul 2> nul
RMDIR /S /Q "C:\Program Files (x86)\Splashtop\Splashtop Software Updater" > nul 2> nul

Note: Upload the script as Batch (.bat) in Atera.

After running the script, wait 2-3 minutes to make sure that all files related to Splashtop Streamer have been removed.

After this, simply click on Connect, and Splashtop Streamer will install automatically on the device you are attempting to connect.

Important note: After reinstalling Splashtop, the initial remote connection attempt might likely fail. This could occur because Splashtop is installing while you're trying to initiate the remote connection. If you encounter this issue, please try making two or three more connection attempts without uninstalling Splashtop.

In case, uninstalling Splashtop Streamer using the script does not work, you can also do it by accessing the agent with the issue and clicking on Manage>Software inventory. There find Splashtop Streamer, select it, and click on Uninstall.

If none of the steps provided above don't fix the issue, please reach out to our support team for assistance via email or chat.

Fix Splashtop Resolution issues

If you are connecting to a device via Splashtop and having issues with the resolution of your Splashtop instance, then it means that the Video rendering settings for Splashtop RMM are not set up properly.

To fix resolution issues:

1. Open Splashtop for RMM on the device you are attempting to remote from.

2. On the Splashtop for RMM app window, click on Options.

A new window will open for Splashtop for RMM, called Option.

3. Go to Advanced. Here you can test disabling the option "Use legacy compatible mode". For more Video rendering options, click on Advanced Settings.

4. In the Advanced Setting, you can select the Video Rendering Options or Enable/Disable Hardware acceleration.

Important note: We cannot provide the exact Video rendering settings that you need in order to have a high resolution on your remote connections. This is because there are a large number of factors that can determine your video quality when initiating a remote connection. It is of utmost importance to test the settings to determine what options suit your needs.

5. After selecting your preferred Video rendering options, click on OK to close Splashtop for RMM.

Splashtop for RMM missing or did not launch correctly

This issue appears when attempting to remote to a device directly from Atera.

To fix the issue:

1. Open Splashtop for RMM and click on Check for Updates.

You will get one of two messages, either there are available updates, in such case, please install them and then attempt to reconnect. After installing the update try to reconnect to a device. In case there are no updates available or the update did not fix the issue, please continue to the next step.

2. Reinstall Splashtop for RMM on the device you are attempting to remote from. This can be done by simply accessing Control panel > Programs and Features. After reinstalling Splashtop for RMM, attempt another connection.

3. Another issue that might prevent you from initiating a remote connection is having pop-ups blocked on your browser. Please make sure that pop-ups are enabled for Atera in your browser.

4. In case the connection attempt still fails after following the previous steps, please reboot your device and make another attempt. This should fix the issue at hand.

In case the issue persists, please reach out to our support team via email or chat.

Black/Green Screen

Occasionally, you may experience situations where the remote connection fails to display the end-user desktop and instead shows a black or green screen.

To fix this issue:

Open Splashtop Streamer, go to Advanced, and scroll down to Screen Capturing Options. Test all of the available options.

Change the Screen Capturing option via script

You can also change the Screen Capturing Option by running this Powershell Script on the device you want to remote to. Upload the script to Atera as .ps1, running it as a System. Once the script has been added to your Atera instance, run it on your device.

You will need to change the "X" value within the script with one of the following options:

• 1 - Software
• 2 - Hardware
• 3 - NVIDIA graphics (if the option is available)
• 4 - Mirror Driver

We cannot provide an exact option that will fix your issue as there are multiple factors at play, please test which option suits your needs.

# Check if the system is x64 or x32
if ($env:PROCESSOR_ARCHITECTURE -eq "AMD64") {
$regKey = "HKLM:\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server"
} else {
$regKey = "HKLM:\SOFTWARE\Splashtop Inc.\Splashtop Remote Server"
}

# Change the CaptureMode registry key
try {
Set-ItemProperty -Path $regKey -Name CaptureMode -Value "X" -Type DWORD -Force
Write-Output "CaptureMode registry key has been successfully updated."

# Restart SplashtopRemoteService
Restart-Service -Name SplashtopRemoteService -Force
Write-Output "SplashtopRemoteService has been successfully restarted."
} catch {
Write-Error "Error: Failed to change registry key or restart SplashtopRemoteService."
}

Important notes: When utilizing Splashtop Streamer for Windows alongside an RDP session, both can coexist successfully if you initially connect your computer via RDP and then connect via Splashtop Remote Desktop. However, if you minimize the RDP session, Splashtop Remote Desktop may display a black screen.

Incorrect device name in Splashtop

If the hostname of a device was recently changed, you will notice that the Splashtop still displays the old name. To fix this, simply run the script on your device and the name will update in Splashtop.

IF EXIST "%PROGRAMFILES(X86)%" (GOTO 64BIT) ELSE (GOTO 32BIT)
:64BIT
reg add "HKLM\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /f /v CloudComputerName /t REG_SZ /d %computername%
GOTO END
:32BIT
reg add "HKLM\SOFTWARE\Splashtop Inc.\Splashtop Remote Server" /f /v CloudComputerName /t REG_SZ /d %computername%
GOTO END
:END
sc stop "SplashtopRemoteService"
sc start "SplashtopRemoteService"

You can upload the script to Atera and run it on your devices that have the issue. Please add the script as a Batch file (.bat) when uploading it to Atera.

Automatic deployment issue

If there is an automatic deployment issue, you can manually download Splashtop Streamer from the following link:

• Splashtop streamer installer

Once you download the Splashtop Streamer client, you can upload the script to Atera and run it on your devices that have the issue.

Important note: Please keep in mind that depending on your subscription plan, you might not be able to upload the installer, in such case, you can generate a script using our Script generator to install Splashtop from that link on your devices.

The speaker and Microphone are not working on Mac devices

You might encounter problems when you're able to access a meeting and Splashtop is open on your devices. To fix these issues you must change some settings in Splashtop Streamer. Access Splashtop Streamer on the device you are connected to, and change your settings to "Output sound on this computer only".