Splashtop Issues: Splashtop Not Connecting

Are they trying to Splashtop from a Windows to Mac device? If it just spins and then closes, this may be a known issue (6430232) and there is a workaround (see below). It's a weird work-around but it may be helpful to partners and can help confirm this is the same behavior we're seeing related to the known issue.
- Connect from the windows device to any other Windows device
- If successful, leave this window open
- Now try connecting to the same affected Mac device (with the WIndows connection still open) - does it now connect?
Does the device initiating the connection have the RMM agent? Sometimes partners are used to using Web Remote without an agent and don't realize they need to have one for Splashtop to work
Is the problem specifically with Splashtop, or with the Agent Browser making the connection, which Splashtop relies on? Try connecting fresh by agent browser and see if this is successful on its own. (Side note, if it is an agent browser problem and agent browser doesn’t' connect – make sure to update the case title and do not send cases to L2 saying it's a "splashtop issue". If agent browser connect, Splashtop is NOT the issue, it's a symptom OF the issue)
Isolate – our goal is to figure out which side of the connection is the problem. If the initiating device cannot connect to the desired endpoint:
- Can the initiating device reach a different end point on an entirely different site? - If yes, it implies the original endpoint is the problem
- Can the initiating device reach a different device on the same site? - If not but it can connect to another site, there may be a network issue at the site
- Can another device successfully initiate the connection to the target endpoint (you could also try connecting to the endpoint form your test device via shadow access if partner permits)? - If it can but their original initiating endpoint could not, it implies that original initiating device is the problem
Understand the difference between the two different Splashtop clients:
- Splashtop Streamer
  - Can also be installed by initiating a connection to a device that does not yet have streamer and accepting the prompts
- MSP Remote By Splashtop
  - The agent meant for MSP devices or users that is connecting to the Streamer on the remote end and controlling it.
  - Can NOT be uninstalled/reinstalled by component. You will need to initiate a connection from the target device and follow the prompts. It will self-install if not present.
  - If you have isolated the problem to be with the local initiating device and are reinstalling Splashtop Streamer on that device, you're doing something wrong. Steamer is ONLY needed on the endpoint being connected TO, and Streamer has nothing to do with the local initiating device
REVIEW THE LOGS
- Get a good example of the problem happening and confirm the name of the initiating device, the endpoint, and what exact time the connection was attempted
- Grab the logs from BOTH devices and review log activity at that time (bear in mind the time could be different if the device is in a different time zone)
- Log activity related to agent browser connections typically will show "relay" in log.txt lines near or during this activity
- Splashtop install, setup, and connection activity is also typically listed in log.txt with the tag "splashtop"

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