Splashtop remote access allows you to securely connect to your customers’ devices from anywhere. In this article, we’ll walk you through troubleshooting common issues that may prevent successful connections such as the Splashtop service hanging indefinitely, the “Splashtop Session Password is Incorrect” error, and other general connection problems
Prerequisites
Please make sure that you have 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
- 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 antivirus, 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
Fix Splashtop remote access
In case you have issues with Splashtop on your Windows devices, please follow the steps listed below:
1. Verify Splashtop for RMM: Make sure you have Splashtop for RMM installed on your device before trying to connect. You can download them from here:
2. Enable Popups: Make sure you have pop-ups enabled on your browser
2. Check agent connection: Open CMD to verify the connection, check if the manage options are hanging or not..
- If unresponsive, the Atera Agent is the issue. Check this KB: Troubleshoot Atera's Windows agent
- If responsive, the issue is with Splashtop; continue troubleshooting.
3. Run Fix Splashtop issues script Windows: Run the script listed below to verify prerequisites and to run some maintenance tasks that should fix the issue you are experiencing.
Fix Splashtop issues script Windows (.ps1)
To execute the script on your agents, please upload it to your Atera instance in accordance with the following knowledge base articles:
Important Note: Please ensure that you run the script as System and make sure it is set as .ps1.
$domains = @(
"st-v3.api.splashtop.com",
"st-v3-g3.api.splashtop.com",
"st-v3-src.api.splashtop.com",
"st-v3-src-g3.api.splashtop.com",
"st-relay-v3.api.splashtop.com",
"st-relay-v3-g3.api.splashtop.com",
"st-premium-v3.api.splashtop.com",
"st-premium-v3-g3.api.splashtop.com"
)
foreach ($domain in $domains) {
try {
$url = "https://$domain/api/fulong/v3/echo/check-relay"
$response = Invoke-WebRequest -Uri $url -UseBasicParsing -TimeoutSec 10
$success = $false
if ($response.StatusCode -eq 200 -and $response.Content -match '"result"\s*:\s*20200') {
$success = $true
}
if ($success) {
Write-Host "$domain : $($response.StatusCode) - SUCCESS" -ForegroundColor Green
} else {
Write-Host "$domain : $($response.StatusCode) - UNEXPECTED RESULT" -ForegroundColor Yellow
}
}
catch {
Write-Host "$domain : ERROR - $($_.Exception.Message)" -ForegroundColor Red
}
}
# Kill Splashtop and MSI processes
$processesToKill = @("SRApp", "SRService", "SRManager", "SRAgent", "SRFeature", "SRServer", "msiexec")
foreach ($proc in $processesToKill) {
try {
$found = Get-Process -Name $proc -ErrorAction Stop
$found | Stop-Process -Force
Write-Host "Process $proc terminated successfully." -ForegroundColor Green
} catch {
Write-Host "Process $proc not found or could not be terminated." -ForegroundColor DarkYellow
}
}
# Delete Splashtop agent package for both agent versions
$agentPackagePaths = @(
"C:\Program Files\ATERA Networks\AteraAgent\Agent\packages\AgentPackageSTRemote", # 2.0.0.0 and up
"C:\Program Files\ATERA Networks\AteraAgent\Packages\AgentPackageSTRemote" # below 2.0
)
foreach ($agentPackagePath in $agentPackagePaths) {
if (Test-Path $agentPackagePath) {
try {
Remove-Item -Path $agentPackagePath -Recurse -Force
Write-Host "Deleted package: $agentPackagePath" -ForegroundColor Green
} catch {
Write-Host "Failed to delete: $agentPackagePath — $($_.Exception.Message)" -ForegroundColor Red
}
} else {
Write-Host "Package not found at $agentPackagePath" -ForegroundColor DarkGray
}
}
# Delete Splashtop Streamer installer (file version)
$installerPath = "C:\Windows\Temp\SplashtopStreamer.exe"
if (Test-Path $installerPath) {
try {
Remove-Item -Path $installerPath -Force
Write-Host "Deleted installer: $installerPath" -ForegroundColor Green
} catch {
Write-Host "Failed to delete installer: $installerPath — $($_.Exception.Message)" -ForegroundColor Red
}
} else {
Write-Host "Installer not found at $installerPath" -ForegroundColor DarkGray
}
# Delete temp folder from current user profile
try {
$loggedInUser = (Get-CimInstance -ClassName Win32_ComputerSystem).UserName
$userName = $loggedInUser.Split('\')[-1]
$userTempPath = "C:\Users\$userName\AppData\Local\Splashtop"
if (Test-Path $userTempPath) {
Remove-Item -Path $userTempPath -Recurse -Force
Write-Host "Deleted user temp folder: $userTempPath" -ForegroundColor Green
} else {
Write-Host "Temp folder not found for user: $userTempPath" -ForegroundColor DarkGray
}
} catch {
Write-Host "Failed to detect user profile or delete temp folder — $($_.Exception.Message)" -ForegroundColor Red
}
# Restart Splashtop service
$serviceName = "SplashtopRemoteService"
try {
Restart-Service -Name $serviceName -ErrorAction Stop
Write-Host "Restarted service: $serviceName" -ForegroundColor Green
} catch {
Write-Host "Failed to restart service: $serviceName — $($_.Exception.Message)" -ForegroundColor Red
}
After executing the script on your agents, please ensure that you restart the AteraAgent service by navigating to Manage > Service Manager, locating the AteraAgent service, and restarting it. Once this is completed, wait two to three minutes, then try to access your agent.
If you are still unable to access your agent through Splashtop, please contact our support team.
