Internal Troubleshooting Splashtop Master
General Overview:
Splashtop functions off of 2 clients that work together. MSP Remote Support By Splashtop is the outgoing connection when you are connecting to another device. Splashtop Streamer accepts the incoming connection.
First Steps:
Verify the issue only pertains to Splashtop or MSP Remote Support By Splashtop
Try another source machine (see if the issue is only related to your local device)
Try another destination machine
Uninstall Splashtop, delete registry keys, and re-deploy
If the issue continues, gather as much of the following information as possible
Hostname(s) and UID(s) of applicable device(s)
The specific error message (copy and paste the full errors with date/time stamp and surrounding lines)
Affected operating systems
Time of issue occurrence
Datto RMM Service
No Splashtop Icon when attempting to connect to devices:
Ensure that the Components tab in the agent browser contains the Splashtop Remote Screen Sharing integration component.
If the component is not in the Components tab
Browse to the ComStore and download the Splashtop Remote Screen Sharing component.
If the component is in the Components tab, but not in the agent browser
Remove the component from the Components tab and re-add Splashtop Remote Screen Sharing from the ComStore
Are you in the Old UI?
Mac Devices running macOS 11.x and later will not show any Splashtop options see https://jira.datto.net/browse/RMM-11069. Use the New UI.
Splashtop isn't “working”(launching) when I select it from the online portal
Is the agent installed on the device you are connecting from? Can you click connect to the device?
Is MSP Remote Support by Splashtop installed? Locations of install:
Windows: C:\ProgramData\CentraStage\SplashtopClient\Splashtop_Client.exe
Mac: /usr/local/share/CentraStage/SplashtopClient/Splashtop_Client.dmg
Videos on how to uninstall and reinstall: Mac: Windows:
If the above locations do not exist that means MSP Remote Support was already installed when the agent was installed. You can use the following links to grab the exe and dmg files for uninstall/repair: (Link only works internally so if you need to send to a partner just through the file into a WP link.) Mac: Windows:
If MSP Remote Support is not installed you can also install (not uninstall) by attempting to connect via splashtop in the agent browser/ clicking Splashtop in The New for Mac OS only.
Windows: Mac:
Note I am splashtopping into a device that does not have MSP Remote Support Installed. That is how separate the two functions are.
"Splashtop Error: "Please make sure your computer is on and Splashtop Streamer is running on your computer."
To resolve this issue, you must reinstall the MSP Remote Support client that Splashtop uses. You can either use the Splashtop Client Cleanup Tool, or remove the registry keys associated with Splashtop. Note you will use CleanUpInstallerSRS.zip as we use Splashtop Streamer by default
Using the Splashtop Client Cleanup Tool
1. Download the Splashtop Client Cleanup Tool.
2. Run the tool and choose to uninstall MSP Remote Support by Splashtop.
3. When the uninstall process completes, initiate a new Splashtop connection to an endpoint. This should reinstall MSP Remote Support.
Deleting the registry keys
Deleting the registry keys described in this section will force Splashtop to reinstall MSP Remote Support upon the next connection attempt. Follow these steps to delete the keys:
1. Open regedit, and delete the following registry keys:
\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\
\HKEY_LOCAL_MACHINE\SOFTWARE\Splashtop Inc.
\HKEY_CURRENT_USER\Software\Splashtop Inc.
\HKEY_USERS\.DEFAULT\Software\Splashtop Inc.
2. Initiate a new Splashtop connection to an endpoint. This should reinstall MSP Remote Support.
I am able to Splashtop to All Machines But One (or a few) How do I uninstall Splashtop Streamer on the end point?
1.If using the CSM(Old UI), click the ComStore tab, then search for Splashtop.
If using the New UI, Click Automation → ComStore, then search for Splashtop
2. Download the Splashtop Uninstaller and Pre-install Splashtop Streamer.
3. Run the Splashtop Uninstaller as a job on the affected endpoint. Wait for the uninstall to complete.
4. Run the Pre-Install Streamer as a job on the affected endpoint. Wait for it to complete.
5. Launch Splashtop and verify it works normally.
Machines Running Mac OS 10.14 And Later Not Allowing Splashtop Remote Takeover
Mac devices running Mac OS 10.14 Mojave will not allow remote users to access the device via Splashtop without first making a change on that endpoint.
Procedure
1. Click the Apple logo in the upper left-hand corner of the screen, then select System Preferences from the drop-down menu.
2. In System Preferences, click Security & Privacy.
3. Click the Privacy tab, then click the padlock icon in the lower left-hand corner of the window (the machine will prompt you to enter your system password).
4. Click Accessibility, then in the Allow the apps below to control your computer list, check the following items:
MSP Remote Support by Splashtop.
Splashtop Streamer
AEM Agent (if present)
MSP Remote Support by Splashtop is only installed on a device that is initiating a connection; it may not be present on your machine.
5. Repeat steps 3 and 4 for the Screen Recording and Full Disk Access sections.
Upon reconnecting, the Datto RMM support agent should be able to connect to this machine.
Splashtop Security Code:
https://jira.datto.net/browse/RMM-10421
For info needed to escalate Type Splashtop security code in slack
Should be fixed as of 10.8
Partner Complaining about Splashtop Using TLS 1.0?
The results are correct in which the Splashtop Streamer is configured to allow traffic via TLS 1.0. The reasoning is that while Datto does not support some outdated operating systems, Splashtop does still allow connections to any OS that is only capable of accepting TLS 1.0 connections. While this is the case for the Streamer application itself, all Splashtop RTO connections via Datto RMM will be facilitated over TLS 1.2. To further explain, the Splashtop Streamer application cannot accept any connections outside of Datto RMM unless it is associated with a legitimate Splashtop account. The best suggestion we can make for this would be to disable TLS 1.0 and/or 1.1 connections locally on any desired device. Any connection via Datto RMM will still work as expected. Splashtop does have a Help Document somewhat regarding this: https://support-splashtopbusiness.splashtop.com/hc/en-us/articles/115001582803-Unable-to-reach-server-streamer-because-of-TLS-1-0-support-disabled Their suggestion is using a 3rd party tool such as IISCrypto to ensure only TLS 1.2 traffic is allowed on any given device. While we cannot support or assist with this part, hopefully, this may be helpful in at least blocking the traffic to pass the vulnerability scans.
Why does my antivirus flag Splashtop as unsafe?
Sometimes, the SSUService ImagePath registry key does not include quotations in its image path. Some antiviruses consider this a vulnerability and will flag Splashtop to be flagged as unsafe.
Resolution
1. Add quotations around the image path for the registry key in question:
HKLM:\SYSTEM\ControlSet001\Services\SSUService\ImagePath
2. Download and run the Splashtop Key Quoter as a job against the device in question
Splashtop error: "You'll need a new app to open this st-centrastage"
Remove the following Windows registry key, then reboot the Windows 10 device you tried to run Splashtop on:
32-bit
HKLM\Software\Splashtop Inc.\MSP Remote Support
64-bit
HKLM\Software\WOW6432Node\Splashtop Inc.\MSP Remote Support
Splashtop enlarges taskbar icons on Windows 10
1. Navigate to the streamer install folder C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\VirtualDriver.
2. Find the corresponding uninstall bat file:
32bit: uninstall_driver.bat
64bit: uninstall_driver64.bat
3. Right-click the batch file, and select Run as Administrator.
When I try to connect a Splashtop session directly from a Mac OS endpoint, it opens in my hypervisor instead of as a direct connection
This solution is for machines that previously connected through a VMWare hypervisor. Other hypervisors may cause similar issues and require similar configuration changes.
1. On the Mac endpoint, open the VMWare app and navigate to the Virtual Machine menu → Settings → Default Applications.
2. Turn off Open your Mac files and web links using Windows applications.
3. Open Splashtop from the AEM Web Portal.
Splashtop Failure/ Slowness/Connection Dropped
Do both devices in the connection meet Datto RMM's operating system requirements?
Attempt to connect from another source machine. (See if it is just related to this device)
Attempt to connect to another destination machine (See if it is just related to this device)
Obtain and review RMM agent service log files.
Does the issue affect other Datto RMM RTO options? Document which RTO tools are affected (RDP/VNC).
Has the source network been allowlisted as per help docs?
Has the destination network been allowlisted as per help docs?
Are any error messages presented?
Request that stateful/deep packet inspection be disabled temporarily on any firewall in the connection route (if applicable).
Uninstall/reinstall Splashtop using components, per Guru card
Has the Mirror Driver been installed?
Document firewall make/model (Check if Stateful as the agent does not communicate well with DPI).
Obtain Windows Application and System Event Logs in .evtx format (Right click > Save All Events As).
Obtain an export of the entire registry (if Windows).
If any tests were run as part of troubleshooting, document the time frames of tests.
Document all operating systems this has happened on.
Splashtop business connection "actively refused"
This is likely due to the configuration of your Splashtop Business deployment package that your code / is associated with. It must have "Enable Local Connections" enabled in order for it to work. This setting is enabled by default, but may have been altered by an admin believing it was not necessary.
Cause
Datto's RMM agent utilizes the loopback address (127.0.0.1) upon the endpoint you are connecting to in order to communicate with the resident Splashtop Streamer application.
Resolution
Clone or create a new deployment package in the Splashtop Business web console, that has the option "Enable Local Connections" selected
Alternatively, this option can be manually set within an affected endpoints Streamer App under the Advanced Tab, or via the registry key below:
DirectConnect should be set as '1' in order for it to work with Datto RMM initiated connections.
32bit OS - HKEY_LOCAL_MACHINE\SOFTWARE\Splashtop Inc.\Splashtop Remote Server
64bit OS - HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server
The Splashtop Streamer service should then be restarted in order to commit the above registry change.
Alternatively, this component will perform the same necessary change should the change need to be employed across a wider set of devices.
Additional Resources
Customize the Default Streamer Settings for Deployment (external link)
How do I install Splashtop via RMM when they have a Splashtop Business Account?
If a partner already has a Splashtop Business account and wants to configure the RMM Splashtop with these creds then they need to follow the below steps.
Note: If you already have an account with Splashtop, installing the Splashtop Streamer through Datto RMM will remove your ability to configure your Splashtop Business Account credentials from within the Splashtop Streamer menu. If you would like to be able to configure your credentials from within the settings, we recommend that you use the installer provided by Splashtop or use a component to install the Streamer. However, when using this login method, data will not be tunneled through our secure connection and is therefore not supported by Datto RMM.
To install via RMM
1. Go to the ComStore and add the component "Pre-install Splashtop Streamer [WIN]" or "Pre-install Splashtop Streamer [MAC]" to your component library
2.Create a quick job or scheduled job targeting the devices that you want to configure the Splashtop Business account on
As part of the component, you can specify the 12-figure Splashtop Business key to use
3. Let the job run, it will update the Splashtop installation with the business key
To install via the Splashtop console Steps taken from Splashtop
1. Create a deployment package via Splashtop web console.
2. Enter the 12-digit deployment code into the Splashtop streamer
agent, on the computers your end users want to access. (AEM has a
Splashtop Deployment script in ComStore that helps with injecting your
deployment code into the streamers.)
3. Configure which end users can access which computers by setting the access permissions.
4. Have your end users install the Splashtop Business app (left side of that page). When they log into the app with their Splashtop credentials, they will see and be able to remotely access the computers you've assigned.
Error: Failed To Initialize Video Device
This error tends to happen when the local device that is connecting out is a VM, but that might not always be the case.
You may also find connections to some devices may be successful consistently, while others fail consistently. Although this seems like a problem with the endpoints that cannot connect, the problem is actually on the local side.
If this error is received, add the following registry property on the local device
Directory:
HKEY_CURRENT_USER\SOFTWARE\Splashtop Inc.\MSP Remote Support by Splashtop
Value to add:
DWORD32 type, value=DisplayMethod, value data=000000f1
This article contains info from the following:
Datto RMM: How Do I uninstall and reinstall Splashtop?
https://help.datto.com/s/article/KB360021668372
Machines Running Mac OS 10.14 Not Allowing Splashtop Remote Takeover
https://help.datto.com/s/article/KB360021551211
Datto RMM:Splashtop Error: "Please make sure your computer is on and Splashtop Streamer is running on your computer.
"https://help.datto.com/s/article/KB360021611972
Datto RMM: Splashtop icon no longer present in agent browser
https://help.datto.com/s/article/KB360021958471
Why Does My Antivirus Flag Splashtop As Unsafe?
https://help.datto.com/s/article/KB360021624911
Troubleshooting Splashtop Issues
https://help.datto.com/s/article/KB360021881631
Splashtop error: "You'll need a new app to open this st-centrastage"
https://help.datto.com/s/article/KB360021943471
Splashtop enlarges taskbar icons on Windows 10
https://help.datto.com/s/article/KB360022103891
Splashtop Connections from a Mac OS Endpoint Open in a Hypervisor Instead of as a Direct Connection
https://help.datto.com/s/article/KB360021312132
Splashtop Failure/ Slowness/Connection Dropped
https://help.datto.com/s/article/KB370000003505
Splashtop business connection "actively refused"
https://help.datto.com/s/article/KB370000002113
Installing Splashtop when account already exists
https://help.datto.com/s/article/KB370000002110
Datto RMM: Splashtop Error: Failed To Initialize Video Device
https://help.datto.com/s/article/KB370000002074