Remote sessions are the bread and butter of a technician’s everyday operations. Given how frequently you use them to help your clients, you need remote desktop software that’s powerful and helps you start remote sessions with ease.
That’s why we partnered with Splashtop to build a tighter, native integration, to make remote sessions a natural part of your workflow, while you’re troubleshooting your client’s assets on the platform. By integrating Splashtop with SuperOps.ai, you can seamlessly bring your tools together and start remote sessions with a single click.
The best part? Splashtop is bundled in with your SuperOps.ai subscription. As long as you’re on any of our paid plans, you can provide remote support to your clients using Splashtop at no additional cost.
How to set up the integration
It’s setup time! Here’s a step-by-step walkthrough on how you can integrate Splashtop with SuperOps.ai.
Before you get started, please make sure to install the Splashtop Viewer app on your device. This app will be instrumental in helping you run remote sessions with your clients using Splashtop.
Click the settings icon the pane to the left. Once the settings page is open, scroll down to the bottom and select the marketplace.
You’ll find Splashtop listed under the remote desktop section. Click the install button on the right to open the configuration page and start the integration process.
3. Inside the configuration page, you’ll find a list of instructions; follow them and keep them in mind while going through the configuration process.
4. Start off by choosing which method you’d like to follow while asking your client permission to run a remote session on their device. You can choose from four different methods to request permission to connect. Here’s what the methods are and what they mean:
Reject connection after request expires (At login screen, reject automatically): If the client hasn’t accepted the connection request in 30 seconds, or if the user is logged out, the request will be rejected automatically. In this case, the technician will not be able to conduct the remote session unless the client approves the request.
Reject connection after request expires (At login screen allow automatically): If the client hasn’t accepted the connection request in 30 seconds, the request will be rejected. However, the request will be approved if the user is logged out. In a nutshell, the technician will be able to conduct the remote session if the client accepts the request or is logged out of the device.
Allow after request expires: If the connection request expires, the technician will be allowed to go ahead with the remote session. In this case, the technician can conduct the remote session unless the client explicitly rejects the request.
Off: In this case, the technician will not need to send any permissions to initiate a remote session with the client’s asset.
5. You can add an additional layer of security to your remote sessions by selecting a mode of additional authentication. Here are the options available under this section:
Machine login: The technician will need to log in to the asset using their admin credentials.
Security code: The technician will need to obtain a unique security code from the client and provide it in order to initiate a remote session.
Not required: No additional authentication is needed from the technician’s end.
6. Additionally, you can choose whether to display the MSP’s name or the technician’s name during the remote session within Splashtop, and whether you’d like to display the system tray icon.
7. Once you’re done, click the save button to complete the configuration process. And that’s it, your integration is good to go. All you need to do next is go to the list of assets, click the tools icon on the left, and select Splashtop to initiate a remote session.
There are some common errors that may occur while configuring Splashtop on your client devices, or while initiating remote sessions.
Here are some error codes you may encounter and what they mean:
Error code 20016 - Splashtop streamer is not associated.
This happens because:
Only one instance of streamer can be installed/run on a machine.
Each streamer can only be associated with one RMM partner.
If you're getting this error, please check if the machine has already a Splashtop streamer deployed by another RMM. If so, please remove the other RMM agent and test it again with just the SuperOps.ai agent.
Error code 20012 - Splashtop Streamer not found
This error occurs when a remote session is initiated, but Splashtop is unable to reach the streamer. This could be due to various reasons, listed here.
If you've tried troubleshooting, and you're still facing issues with your remote sessions, reach out to our support team! We'll need:
The RMM code: It can be retrieved from the registry. The registry path is "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" and the key is "RmmCode”.
The version of the Splashtop streamer. You can find it in the about page of the streamer app. You can find a sample image of the about page below. Please note that the streamer should be on version 184.108.40.206 or later.
For Windows: You can download the Splashtop Viewer app here: https://my.splashtop.com/rmm/winPlease ensure that the app version is 220.127.116.11 or later.
For Mac: You can download the Splashtop Viewer app here: https://my.splashtop.com/rmm/mac
Please ensure that the app version is 18.104.22.168 or later.
If you need any help while settings things up, leave us a message at firstname.lastname@example.org and we’d be more than happy to help!
Looking for features that aren’t available in the platform? Let us know! We'd love to add it to our product roadmap.