If you’re facing any issues while deploying Splashtop on your client’s assets, you can use this article as a starting point to troubleshoot and get Splashtop running smoothly on your own.
Prerequisites for Splashtop
Make sure that the Splashtop Viewer app is installed on the technician's asset.
You can download the Splashtop Viewer application for your workstation using the links below:
For Windows: https://my.splashtop.com/rmm/win
For Mac: https://my.splashtop.com/rmm/mac
Here are the OS versions that the agent supports:
Windows: Windows 8.1 and newer, Windows 2012 R2 and newer
.Net: 4.7.2 and newer
macOS: 10.15 and above
Clients who want to install Splashtop must ensure that the following are already in action:
In Windows, Powershell and WMI must be enabled, and the SuperOps.ai agent should have the required permissions to access them. For Mac, Full Disk Access and Screen Recording need to be provided for superops present under /Library/superops/bin.
Ensure that any antivirus software or firewalls on the asset don’t block the SuperOps.ai agent. You can do so by whitelisting the following URLs used by the agent to download script module files and auto-updates.
wss://ws.superops.ai/*
*.api.splashtop.com
*.relay.splashtop.com
update-g3.splashtop.com / update.splashtop.com / sn.splashtop.com
Port 443 needs to be open and allow both HTTP over TLS and non-HTTP over TLS
3. SuperOps.ai should have the permissions needed to execute a script from default folders.
4. If more than one RMM agent is installed on a single asset, all of them may try to reset the RMM session password for Splashtop simultaneously. Please make sure that only the SuperOps.ai agent is installed and running on the system.
5. Kindly ensure that accessibility permissions are provided to Splashtop in the streamer-installed asset. The control of the mouse, keyboard, and other devices connected to that specific asset is impacted by this permission.
To learn how to grant Splashtop accessibility permissions, click here.
Error Scenarios
The following are the error scenarios that are experienced during Splashtop download, installation, and configuration.
The download stage
1. Unable to download the MSI or script file
Description: A firewall or antivirus blocks downloading the file from the remote server.
Solution: Please make sure that the domains have been whitelisted. Refer to the above-mentioned whitelisting URLs to do so.
2. Download file error: bad gateway
Description: The connection may be interrupted due to issues with the internet, or with the Splashtop server.
Solution: Kindly check and try again.
3. Download file error: unexpected error
Description: We're not sure what the error is.
Solution: Kindly check out the above-mentioned pre-requisite document for reference. Ensure that all the items in this document are covered to avoid any issues. If you're still having trouble, send us a message, and we'll help you.
The installation stage
1. Permission to run Powershell
Description: The user does not have the permissions required to execute the command in PowerShell.
Solution: Check if any firewalls or antivirus software are blocking the script. If so, make sure that it is unblocked.
2. The PowerShell executable file is not available in the path.
Description: Powershell is not available in the path for the asset.
Solution: Manually set the PowerShell path in System Environment Variables.
Steps to set PowerShell Path:
1. Windows search bar > type environmental variables
a. Select the path under user variables for USER
b. Click the ‘new’ button on the top right corner
c. Enter the PowerShell path
How to find the Powershell path
This PC > under devices and drives > Local disk C > Windows > System32 > WindowsPowerShell > v1.0
(Copy this path and enter it in the environment variable)
d. Click ‘Ok’ to save the path
e. Click ‘Ok’ in Environment variable tab also
2. Once again click ‘Environment Variables’ in the System Properties tab
a. Select path under system variables
b. Click the ‘new’ button on the top right corner
c. Enter the PowerShell path
How to find the Powershell path
This PC > under devices and drives > Local disk C > Windows > System32 > WindowsPowerShell > v1.0
(Copy this path and enter it in the environment variable)
d. Click ‘Ok’ to save the path
e. Click ‘Ok’ in Environment variable tab also
3. MSI executable file is not available in the path
Description: MSI executable file is not available in the path for the asset.
Solution: Manually, set MSI executable path in System Environment Variables.
Steps to get MSI path
1. Windows search bar > type environmental variables
a. Select the path under user variables for USER
b. Click the ‘new’ button on the top right corner
c. Enter the MSI path
How to find the Powershell path
This PC > under devices and drives > Local disk C > Windows > System32
(Copy this path and enter it in the environment variable)
d. Click ‘Ok’ to save the path
e. Click ‘Ok’ in Environment variable tab also
2. Once again click ‘Environment Variables’ in the System Properties tab
a. Select path under system variables
b. Click the ‘new’ button on the top right corner
c. Enter the MSI path
How to find the Powershell path
This PC > under devices and drives > Local disk (C:) > Windows > System32 >
(Copy this path and enter it in the environment variable)
d. Click ‘Ok’ to save the path
e. Click ‘Ok’ in Environment variable tab also
4. Service failed to start; need to uninstall and reinstall on demand through the UI
Description: The Splashtop service is down.
Solution: Try restarting the service, or uninstall and reinstall Splashtop through the UI and try again.
5. If a client customer uninstalls without knowledge of MSP
Description: Splashtop Streamer is not installed on this asset.
Solution: Please check the installation status of the application and try again.
6. Windows installer cannot be accessed.
Description: The Windows Installer is currently inaccessible as multiple applications are queued for installation.
Solution: Please wait for the app installations to complete and reboot the system.
7. Error while installing the Windows Installer package
Description: Windows Installer might be trying to install an app that is already installed, the folder in which you are attempting to install the package might not be encrypted, and more.
Solution: Check out this document to learn more about this error and how you can resolve it.
8. Any unknown error
Description: We're not sure what the error is.
Solution: Have you checked out this prerequisite document? Please ensure that all the items in this document are covered to avoid any issues. If you're still having trouble, send us a message, and we'll help you.
The configuration stage
1. RMM code is not set.
Description: We've encountered issues with the RMM code for this asset.
Solution: Please click the action button provided at the bottom of the pop-up. In case it doesn’t work, kindly contact support.
2. The RMM session password is incorrect.
Description: We've encountered issues with the RMM session password for this asset.
Solution: Please click on the action button provided at the bottom of the pop-up. In case it doesn’t work, kindly contact support.
3. Error while setting request permission
Description: We've encountered issues while setting request permissions for this asset.
Solution: Please reconfigure the request permission settings from the marketplace and try again.
4. Error while setting the security code
Description: We've encountered issues while setting the security code for this asset.
Solution: Please reconfigure the security code from the marketplace and try again.
5. Error while setting the hide tray icon
Description: We're unable to set the property "hide tray icon" in Splashtop.
Solution: Please reach out to our support team if you’re facing this issue.
6. Any unknown error
Description: We're not sure what the error is.
Solution: Have you checked out this prerequisite document? Please ensure that all the items in this document are covered to avoid any issues. If you're still having trouble, send us a message, and we'll help you.
You can also check the connectivity to Splashtop’s servers using this URL: https://www.splashtop.com/check
If there are failures with any servers, make sure that their corresponding URLs are whitelisted in any antivirus/firewall you use.