This FAQ explains how Splashtop SOS works within Atera. Splashtop SOS provides secure, on-demand remote access to unmanaged devices using a one-time session code — perfect for technicians assisting end users without a pre-installed agent.
Overview
Q: What is Splashtop SOS?
A: Splashtop SOS is an on-demand remote support tool that allows technicians to access any device — even if the Atera agent isn’t installed — by using a one-time session code shared by the end user.
Q: How is Splashtop SOS different from standard Splashtop?
A:
Splashtop (standard) – used for managed devices that already have the Atera agent installed (unattended access).
Splashtop SOS – used for unmanaged or one-time devices, requiring end-user presence and approval (attended access).
Activation and Licensing
Q: How do I activate Splashtop SOS in Atera?
A: Activate it from the Atera App Center. You’ll get a 14-day free trial, after which licenses are billed monthly.
Q: How is Splashtop SOS billed?
A: Each license costs around $18 per month and covers up to 10 technicians, though only one technician per license can initiate an SOS session at a time.
Q: How many concurrent SOS sessions can I have?
A: You can run as many concurrent sessions as you have licenses. For example, two licenses = two concurrent sessions.
Q: Can I use a directly purchased Splashtop SOS license with Atera?
A: Yes, but you’ll need to manually enter your Splashtop SOS account email for each session. Purchasing through Atera links technician accounts automatically.
Q: What happens if I delete or uninstall SOS after trialing it?
A: Removing SOS has no effect on your existing Splashtop access for managed devices. SOS operates independently from the standard Splashtop integration.
Q: How do I purchase additional Splashtop SOS licenses?
A: They are automatically included based on your total number of Atera technician licenses, at a ratio of 1 SOS license per 10 Atera technicians.
To unlock an additional SOS license, you simply need to cross the next threshold of 10 Atera technicians. For example, if you currently have 20 Atera technician licenses, you are allotted 2 SOS licenses. To get a 3rd SOS license, you only need to add 1 more Atera technician license (bringing your total to 21 technicians).
Using Splashtop SOS
Q: How do I start a remote session using Splashtop SOS?
A:
Ask the end user to visit sos.splashtop.com.
Have them download and run the SOS app.
They’ll receive a 9-digit session code.
Enter that code in Atera to start the session.
Q: How long is the SOS session code valid?
A: The session code is valid only for that single session and expires when the session ends or the app is closed.
Q: Is unattended access possible with SOS?
A: No. Splashtop SOS supports attended access only. The end user must be present to launch the app and approve access.
Q: How do I end an SOS session?
A: Either the technician or the end user can end the session by closing the SOS app or disconnecting from the session window.
Q: Can I generate SOS session reports?
A: Yes. Session logs and activity reports can be exported from the Splashtop SOS dashboard for compliance or tracking.
Features and Capabilities
Q: What operating systems are supported?
A: Splashtop SOS supports Windows, macOS, Android, and iOS.
Q: Is chat supported during SOS sessions?
A: Yes. A built-in chat feature allows communication between the technician and end user during sessions.
Q: Can I copy and paste text between local and remote devices?
A: Yes. Clipboard sharing is supported for text transfer between connected devices.
Q: Can SOS sessions be recorded?
A: Splashtop SOS doesn’t offer native session recording, but you can use third-party screen recording tools if required.
Q: Can Splashtop SOS be branded or customized?
A: Yes, with Splashtop SOS+ or SOS Unlimited plans, you can brand the SOS app with your company’s logo and custom text.
Q: Can I pre-configure the SOS app for users?
A: With SOS+ or SOS Unlimited, you can distribute a pre-configured, branded SOS app for simplified access.
Q: Can I restrict which technicians can use SOS?
A: Yes. Admins can assign or revoke SOS permissions from specific users via the Atera admin console.
Security and Permissions
Q: Does Splashtop SOS support Multi-Factor Authentication (MFA)?
A: Yes. MFA can be enabled in your Splashtop account for enhanced security.
Q: Does the SOS app require administrative privileges on the end-user’s device?
A: Yes. On Windows and macOS, the end user may need to grant admin permissions for full remote control.
Q: Can technicians view or control UAC (User Account Control) prompts?
A: Yes, on Windows, technicians can view and interact with UAC prompts when proper permissions are granted by the end user.
Q: What happens if the internet connection drops during a session?
A: The session will automatically disconnect. The end user must relaunch the SOS app and provide a new code to reconnect.
Q: Is clipboard or file sharing secure?
A: Yes. All data transmissions use TLS and AES-256 encryption, ensuring end-to-end security.
Maintenance and Localization
Q: How do I update the Splashtop SOS app?
A: The end user downloads a new version of the SOS app each time they start a session, ensuring it’s always up to date.
Q: What languages are available in the SOS app?
A: The SOS app supports multiple languages and automatically matches the user’s system language, or allows manual selection.
Q: Why am I seeing the error “The session code is incorrect. Please try again” in Splashtop SOS?
A: This error appears when the end user downloads the wrong regional SOS app. Splashtop SOS is stack-specific (Global vs. EU).
If your account is on the Global stack, the user must download the app from sos.splashtop.com.
If your account is on the EU stack, the user must download the app from sos.splashtop.eu.
For full details and instructions on checking the correct service region, see: Global vs EU.
Support and Troubleshooting
Q: What support options are available for Splashtop SOS?
A: Support is provided through:
Q: Can Splashtop SOS be used across different operating systems?
A: Yes. Technicians can remotely support Windows, macOS, Android, and iOS devices from either Windows or Mac computers.
