Troubleshooting for Remote Access

  1. Where can I download the Splashtop viewer and Streamer apps?

    You must install the viewer app on the device that is to connect to a remote device.

    The download links for the viewer apps are:

    • macOS viewer app - https://my.splashtop.com/rmm/mac
    • Windows viewer app - https://my.splashtop.com/rmm/win

    The Streamer apps are available in the tenant library, however, you can download the apps from the following links:

    • macOS - https://my.splashtop.com/csrs/mac
    • Windows - https://my.splashtop.com/csrs/win

     

  2. The remote access session is not working on desktop device.
    OR
    I am getting a blank or black screen. What should I do?

    3. To run a remote access session smoothly on your desktop device, ensure the following are fulfilled:

    • Streamer Installation - The streamer app must be installed on the chosen device and managed by KACE Cloud.
    • Identifier included in inventory - The installed Splashtop Streamer creates a device identifier. This identifier should be reported to KACE Cloud by the KACE Cloud agent inventory process.
    • Splashtop Service - The Splashtop service will be set up to run automatically during KACE Cloud inventory.
    • Splashtop RMM Code - The device should be configured with an RMM code linking it to the correct Splashtop management group.


  3. I am unable to view the screen on my Mac. What should I do?

    To allow remote access from a Mac, the Splashtop Streamer app must be given access to certain privacy panels by the device user. To grant these permissions, ask the device user follow these steps:
    1. Open System Settings on the Mac.
    2. Go to Privacy and Security.
    3. Grant access to Accessibility for the Splashtop Streamer (this is mandatory).
    4. Grant access to Screen Recording for the Splashtop Streamer (this is mandatory).
    5. Grant access to the Microphone for the Splashtop Streamer (required for sound).
    6. Grant access to Full Disk Access for the Splashtop Streamer (required to transfer files).
    7. After saving the settings, a remote access session should start.


  4. I am still unable to connect. What should I do?
    5. If you are still unable to connect, try the following:
    Visit the webpage on Splashtop’s website that checks if your device can connect: Check Connectivity to Splashtop Servers.