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Splashtop Remote Streamer - Installs, will not run.

Michael Jones
asked this on April 24, 2011 12:20

Win7 64bit SP1. (Version 1.3.5.4)
Install was fine, asked for password, completed and closed. No server start.  Tried install with UAC off, on. Server will not start. Tried running task as administrator. Same results. Does not show in tray or task manager.

 

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Jaff
Splashtop Inc.

Could you confirm:

1.it can't start even manually start it from Windows Start menu?

2.would you mind to re-download again from our web site?

http://www.splashtop.com/remote/download?from=product

April 26, 2011 21:04
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Michael Jones

Downloaded new 1.3.5.5. Made sure 1.3.5.4 was uninstalled.
Installed as Administrator. Install again went fine, server fails to start from start menu link or trying to run SRserver.exe from Program Files as an administrator. No change.

April 27, 2011 13:38
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Michael Jones

Firewall and AV were also shut off during install.

April 27, 2011 13:40
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Jaff
Splashtop Inc.

You can't see streamer in Task manager? Splashtop Remote is a service, please confirm is there a SRServer.exe running in 'Process' tab, not 'Application' tab?

April 28, 2011 03:11
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Michael Jones

Sorry, I meant the Processes tab in the Task Manager. No, SRServer.exe  is not running in the Processes tab. Never appears, not even briefly, when trying to launch.

In the services tab 'SpashtopRemoteService'  (PID 4040) is listed and has status of running.

April 28, 2011 13:53
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Jaff
Splashtop Inc.

Could you send back the log file which you can find from:

C:\Program Files\Splashtop\Splashtop Remote\Server\SPLog.txt

Our engineering can have a vestigation.

Thanks.

April 29, 2011 03:28
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Michael Jones

File does not exist. Searched entire system drive.

April 29, 2011 11:23
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gibffe

I have the exact same problem but on windows xp proffesional - managed to install just fine, cannot start it up - not icon in tray, no log file, no nothing - this is ridiculous. Lucky I only wasted 59p on this app.

May 08, 2011 07:14
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David Turpin

Same here Windows xp sp3 Dell netbook. Installs finne but will not run or create log file. User is administrator. Uninstalled and reinstalled latest version from the website. Tried to manually start the srserver in the program files but no luck. any ideas?

May 08, 2011 19:38
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Jaff
Splashtop Inc.

@Michael, gibffe, David,

Could you help us to collect some debug info about your case?

[SRServiceLog.txt]:
1. Download the "SRServiceLog_32Bit.batxxx" and rename it to "SRServiceLog_32Bit.bat" (or SRServiceLog_64bit.bat)
2. Run as administrator and execute the bat file
3. Find the file "SRServiceLog.txt" under C:\

4.please modify the path in .bat file manually if your Splashtop Remote is not installed as the full path described in .bat file


[Windows log]
1. On start menu, right click on "Computer" and select "Manage” to launch computer management window 2. From Computer Management - System Tools - Windows Logs - Application - Save All Events As -> save it to ".evtx" file from Execte/save selected events

 

[Task manager] (press Ctrl+Alt+Del can open Task Manager)

in Process tab, sort by name, then check if there's SRserver.exe running there

May 09, 2011 00:54
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Michael Jones

No SRServer in Process Tab.

I am not comfortable sending my  Windows logs. If you have something I can look for, let me know.

SRServiceLog.txt attached.

 

May 09, 2011 09:23
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Michael Jones

Uninstalled 1.3.5.5 after seeing an update. Installed 1.4.0.3

Same story on all previous tests. Will not run.

May 09, 2011 11:20
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gibffe

the bat file is starting the service

 

cd \Program Files\Splashtop\Splashtop Remote\Server
SRService.exe -x
SRService.exe -r > c:\SRServiceLog.txt

 

 which appears in the processes, server is not in there tho

 

May 09, 2011 16:48
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David Turpin

The batch file starts the service for me and the srservice.exe is running under processes on my pc. so all looks good but no GUI. On my pc this happens right after clicking finish on the install..no GUI and it cant be started from the program icon.

May 09, 2011 18:41
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David Turpin

it appears to install completely in the event logs no other related events found.  

May 09, 2011 18:49
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Joshua Harnwell

Similar Problem - Installs fine. On Launch it seems to hang. Appears in system tray and as a process in windows task manager. Does not create a log file.

May 10, 2011 01:39
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David Turpin

Support.. any ideas on this?? we have provided the debug info you have requested.

May 11, 2011 05:27
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Michael Jones

Noticed last night by accident, that under Windows Taks Manager, there is admin button to show processes from all users. Only then did SYSTEM processes show up.

SRService.exe and SSUService.exe are both running. No tray icon (show all icons is on). No access to program. Unable to connect from iPad.

May 11, 2011 13:49
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David Turpin

Michael, sounds like we are having the exact same issue. Support, do you have any ideas to try ?

May 11, 2011 14:25
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Jaff
Splashtop Inc.

Hi all,

We treat this issue as a higher priority and already sent to our engineering with all your inputs. We'll update you again once we have feedbacks from engineering.

Thanks for your patience!

May 11, 2011 23:24
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Jcalabrese9044
I find it hard to believe that professional programmers could really write an update that stops the program from running at all. Maybe it is time for a change. Over three weeks and the only updates seem to have to do with new features many can't even use, because we cannot start the program. I was winning to live with the constant disconnects, but failure to launch problems and the lack of doing anything about it before promoting new features is the death nail for me. Bye bye splash top. Let me know when your engineers get a handle on launching your program.
May 15, 2011 07:21
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gibffe

it is truly ridiculous the server doesn't run properly; I mean how hard is it to get the damn thing into the tray  - I can understand it can fail further along the line, but failing to even start is a joke

May 15, 2011 09:45
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frank streeter

I am having the same problem as those before me, the service is running but the GUI is missing.  Cannot access PC from the iOS as well.

May 16, 2011 15:38
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Zhao Defeng

Same story happened with version 1.4.0.4 on Win XP SP3. SRService & SSUService was there in Process, however nothing happened, no tray icon, no access from iPhone. How serious have you ever been taken since it happened long long agao?

May 16, 2011 20:33
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Michael Jones

Accidental discovery.
Windows Task Manager-Processes Tab - Show Processes from all users
Kill SRServer.exe
Start Splashtop. Works.

Changing the program to start/not start at boot makes no difference.
SRServer is running in processes after boot reguardless and has to be killed and restarted to function every boot.

(Side note - If I choose not to start Splashtop Remote Streamer at boot, this should not be running should it? Services, maybe. Processes, I dont see why this needs to be running. Same goes with the SSUService.exe Updater.  I want the choice to run or not run startup items. Hoping this is just part of the problem and will get resolved.)

May 17, 2011 13:32
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Joshua Harnwell
Killing the process and restarting works for me now!
May 17, 2011 14:11
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Michael Jones

1.Testing
Uninstall.
Reinstall 1.4.0.4 from web.

Installs, takes password, finishes. No program in tray.
-TASK MANAGER-
Processes (ALL USERS) - SRService.exe and SSUService.exe both running.
Services - SSUService - Running, SplashtopRemoteService - Running

2.Fix
Kill SRService.exe in Processes (ALL USERS)
Run Spashtop Remote.
Program runs properly.
-TASK MANAGER- (Not connected to external device)
Processes (ALL USERS) - SRServer.exe now shows up in Processes. SRService.exe is still killed.
Services - SSUService, Running. SplashtopRemoteService, Stopped.

3.Reboot.
Same thing. Run step 2.

4. (When the SRServer.exe works normally, please press Alt+F1 on the Streamer window so that it will create some other logs)

in C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\
*Application.txt
*SPlog.txt
*System.txt
*WinInfo.txt

ALT+F1 Crashes Streamer window if SRServer.exe is not launched as Admin.
Works creating files if launched as Admin.
Not comfortable sending complete logs. Maybe someone else will assist.

May 19, 2011 12:13
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Shelly VP

Thank you Michael.  After reading your post I was able to shut off the SRService.ext and log on to the program.   I appreciate your taking the time and effort to help

May 22, 2011 10:31
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Pavel
Same problem as decried by Michael and the others- install finishes and nothing happens. At first I thought it was an issue of permissions and opened the ports on the router as well as in the firewall. Then I realised that I never got to what is supposed to be the welcome screen. I was lucky to find this thread and now after manually killing the process and restarting it I was able to connect for the first time in four days since I got the app. I believe that this should be a top priority issue for the support team, please take it seriously. For info - I am running a Windows XP machine. I hope this is resolved soon.
June 03, 2011 16:30
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Lance

OK, had the same problem and thanks to this post was able to fix.  After install on Win XP SP3 machine, initial program would just never launch.  uninstall, reinstall - nothing worked.  Going into Task Mgr and, viewing all processes and killing SRServer.exe and then launching the program worked and the UI finally came up.

One other bug - when entering a password for the first time, it does not seem to like an initial uppercase letter.  It accepted it in the first entry box, but not in the password confirm box.  Weird.

Not exactly the quick and easy install that was advertised!!  But still have hopes that this will all be worth it.

 

June 05, 2011 09:09
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Robert W. Levenson

Recently purchased Splashtop and am having the same problem. Killing SRServer and relaunching does work, but stops working if I leave the client app on my IPAD2 and try to return. Also, when rebooting my PC (XP service pack 3) the splashtop programs have to be terminated manually. Hope a fix is coming soon.

June 08, 2011 16:41
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Robin

I just got the App but when i try to start the programm at my Vista desktop pc, nothing happens.  I tried killing the process in task-manager and restarting but it didnt show any results.

July 17, 2011 00:46
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Eli lee

The same problem...

OK, I wait. But please be hurry...

July 17, 2011 18:58
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donald Fraser

Worked once. Does not work for me now. Niether this 1.5.0.1  version of streamer - or the prior one when I reinstalled it.

July 20, 2011 00:07
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A

Am new user today (on XP), and have had the same problem outlined above, and the same (temporary) solution. Any progress in dealing with this issue, o support gods?

Side question: I'm unclear about the security/privacy of giving my gmail password. I don't see this explained on this site, but perhaps I missed it...

thank you.

August 19, 2011 12:40
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Kelly
Splashtop Inc.

@A, 

Please confirm below two settings: (install latest Windows Streamer v1.5.5.4)

1. "startup type" of SRService is set to "Automatic"

**Steps:

1) Right-click [My Computer] and select [Manage].

2) In the [Computer Management] window, open [Services And Applications] branch in the left pane and click Services.

3) In the [Services] pane, check "Splashtop Remote Service" startup type is "Automatic"

4) If it's not, right click on Splashtop Remote Service to launch "Properties" and change the startup type to "Automatic"

 

2. [For XP only] Check a process "terminal service" on your computer is disabled.

**Terminal Services" process exists in XP Professional, not in XP Home.

**Find the service through this way:

1) Right-click [My Computer] and select [Manage].

2) In the [Computer Management] window, open [Services And Applications] branch in the left pane and click Services.

3) In the [Services] pane, there should be [Terminal Services].

4) If it is disabled, please enable it (need reboot your pc) and try again.

August 22, 2011 20:13
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Paul Coward

08008

I cannot start the program on the PC.

where do I get my money back?

September 02, 2011 07:41
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Kelly
Splashtop Inc.

@Paul,

May I know the Windows OS (xp, vista, win7) and Windows Streamer version that you're using?


Besides checking of "startup type" & "terminal service"(see previous post), the other suggestions you can try are:
1. Uninstall previous version and re-install again
2. If there is any anti-virus software installed on your pc, please make sure they don't block the Streamer(especially the software "Kaspersky")
3. Try to rename "plug in" folder in C:\Program Files\Splashtop\Splashtop Remote\Server\ and see if any difference. (The path for 64bit OS is C:\Program Files(x86)\...)
 
If all of above do not help, please issue a ticket from below link and our support staffs will follow it. Thanks.

http://support-remote.splashtop.com/requests/new
 

 

September 05, 2011 00:32
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Develous Bright

My install process keeps telling me that there is already an install session already in progress.  I have rebooted, tried it several times in a row. and been very intentional about not clicking more than once on the "Next" button.  But I keep getting the multiple session error statement, kicking me out of the install.

Please Advise.

November 02, 2011 06:55
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Kelly
Splashtop Inc.

Hi Develous Bright,

If the error you encountered is "1618, Another installation is already in progress.....", you may refer to the link and see if it helps.

http://www.installsite.org/pages/en/msifaq/error/1618.htm

If you're not the case, please share more information with us and we will try to provide other suggestions. Thanks.

November 02, 2011 22:55
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Cara Fairbanks

I didn't read all the posts but I think I"m having the same problem as many here...I downloaded the desktop streamer (windows XP) and nothing happens...it says it completed the install, but when I click on the program from STart menu nothing happens and it never asked me to set up a security code or anything.  This is frustrating.

November 13, 2011 22:01
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Jaff
Splashtop Inc.
November 15, 2011 19:24
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Tim

Hi, have looked at the above posts and cannot get Streamer to run. As with others, installed OK, asked for password etc, but then won't start-up. The SRServer.exe trick does not work for me. Vista, latest version of Streamer. Will try whatever you suggest but if I can't get it to work I will need to ask for my money back.

December 24, 2011 16:28
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Brian Nunez

I'm having the same problem as Develous Bright described. Tried the installsite link but it still does not work. Any suggestions? 

January 05, 2012 16:46
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becky kycek

Same trouble.  Installed on imac - Lion OS - smooth install - clicked to open - nothing happens.  

Went the same wrote on PC - no problems, connects easily to Ipad and Droid Incredible.   

Problems with Lion?

January 06, 2012 08:19
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Lou Seelbach

Ctr-Alt-Del close SRService.exe then launch worked for me.  I don't know why this hasn't been fixed.  If I hadn't read this thread I never would have got this working.

May 23, 2012 19:26
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Konstantinos Fotos

Hi,

i downloaded from splashtop.com the newer software version 2.0.0.4 and i use Windows 7 64bit. When i click the .exe file to install does nothing at all...! After that i checked on the Task Manager and the setup file runs on the background for hours......! After that i reboot my system and downloaded again the file and the same AGAIN and AGAIN.....

 

Thanks,

June 27, 2012 19:31
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Derek J. McAnally

Why is this STILL a problem 2 years later?  Why did I pay $20 for this?  Getting the app to run (especially one so expensive) should not be something that takes 2 years.

April 01, 2013 04:47
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Chris

I see this is an old thread, but I just had this issue and couldn't get it easily resolved. I finally ended up resetting TCP/IP (from an elevated command prompt, run "netsh int ip reset resetlog.txt" and then rebooted. Then uninstalled Splashtop, ran the CleanUpInstaller (https://support-splashtopbusiness.splashtop.com/entries/21581474-I-...), then rebooted again. Then I downloaded the installer again, installed it (using "Run as administrator"), and it worked just like it was supposed to. I linked my account into the system and it started right up.

Can't say it will work for anybody for sure, but it did get me going.

 

Hope it helps.

February 12, 2014 19:57