Remove some old records to shorten the list and increase the readability for new users.

I finally got the Mac Streamer's internet discovery to work after deleting 2 cache files that had wrong permissions. I'm not sure how these files ended up with owner=root but deleting them solved the problem after I restarted the streamer (which recreates the files with owner=your username). Both my macs had this issue.

/Users/<username>/Library/Caches/iris-proxy-pipe-in

/Users/<username>/Library/Caches/iris-proxy-pipe-out

You can also just change the permissions of those files to fix the problem. In a terminal run this:

sudo chown <username> /Users/<username>/Library/Caches/iris-proxy-pipe-*

I cannot get Splashtop on the HP touchpad to sign into gmail. I have tested and it is due to the optional 2 step log in process for gmail. I have tried the application specific password for gmail with no luck. If I disable 2 step login, Splashtop on the touchpad logs in successfully. Any ideas, I would prefer to keep 2 step log in?

Solved my own problem. Gmail states on app specific passwords spaces do not matter. Well, they matter to Splashtop.

@Quan Le,

Two possible reasons for your case:

1. your school block most ports including 5222 used by google talk, so you can't sign in gmail at school

2. the available bandwidth is too small to get a stable connection when you are connecting school network

I, like Mary, am having problems logging into my Gmail account with my Windows 7 machine. I am running Windows 7 Home Premium SP1, Symantec Endpoint 11.0.5002.333 and Spybot S&D. I have followed the instructructions above and also completely disabled and turned off Symantec, Spybot and windows firewall to no avail. I have tried logging in with the test account. It works on the IPad, but not on the Win 7. Gmail is not locked either. Something is preventing the gmail log in. This is a great program, but is nothing more than a novelty if I can't use it outside a local WIFI. What do you suggest?

hi, i am not able to login on to streamer using my gmail id & pwd. If I cannot use this program outside the WIFI then its useless...

can anyone help me with this.

Make sure the starting port number on both the tablet/phone, and on the Streamer side, is identical.

how do you locate port number on ipad and macbook pro?

@Scott,

Streamer : Settings/Advance

iPad: in the computer list, if you have manually added a profile for a streamer, tap the blue Right arrow button beside the computer name, then you can find it by entering Advance. For those auto-scan computers, although you can't find this port #, but it's using default port 6783.

So Im having trouble connecting to my computer from my ipad or my iphone when im not on the wifi that the computer is associated with. The computer im connecting to is at my work and im able to use splash top when im there but thee is really no point if i cant access my computer from other networks. Also I too am having problem logging in on my gmail account on the computer i can get it on my iphone and ipad but i wont do it on the computer ive tried your gmail account in the faq and that did not work either. How do i go about fixing these problems.

@Richard,

Our test gamil got problem couple days ago and fixed now, please try again.

If your computer at work still can't login with our test gmail, please consult your office IT if most of ports including port 5222 used by google talk have been blocked. By this way, Spalshtop Remote won't be able to connect the computer within your work network from outside.

my gmail works on my pc (windows 7), but on my mac it fails (snow leopard). This is all on the same computer. My drive is partitioned (bootcamp). Therefore, on my mac I can use splashtop remote on on my Wifi, but not on 3g. What is wrong or different that makes the mac app fail, while the pc one works? 

-my ports are matched with 6783

-I troubleshooted all the recommendations

What is wrong with the mac app? No gmails succeed in logging in. 

-Evan G

My situation is identical to Dean Hassan's above (Oct-13 2011 07:50), except I am using the current version (1.7.0.4).

I have a valid Gmail account and password, which I have tested by logging in and out of several times at Google. But the Splashtop Streamer keeps rejecting it saying "Login failed: Please verify your credentials and network connection and try again". I have tried the test login mentioned above and that works fine.

Dean, did you ever get this resolved? Can anyone suggest a solution?

Thanks, Steve

@Evan Gillogley,

Please check the following suggestions:

1.Disable the Control Panel/Sharing/Remote management option on Mac computers

2.lower the resolution on mac(say 1024x768) and try again

3.3g usually gets lower available bandwidth than wifi, lower the streaming size is helpful on using Splashtop Remote, please also confirm gmail credential has been successfully logged in (can try our test gmail again, I just unlock it from google since it may be locked again by users testing in many locations)

@Steve Mulvey,

Here are 2 suggestions for oyu:

1.resent the password of your gmail and try again

2.have you ever unlocked your gmail account from google? please also try this if you did not try it before. https://accounts.google.com/DisplayUnlockCaptcha

still no luck?

Please also try our test gmail to see if there's difference.

@Jaff

Thanks for the swift reply.

I have tried both your suggestions, but I'm still getting the same result (Please verify your credentials..... etc). I also get the same result when I try to enter them on my iPhone.

I have even created an "Application-specific" password in my Google account and tried that, but still no joy.

Your test Gmail account still works fine though.

Any thoughts?

@Steve,

Not sure what happened on your gamil account.

Could you try again the steps by this sequence?

1.close 2steps verification from google account settings

2.change to another password for your gmail account

Try again.

If it still doesn't work, another simple workaround is to create another new gmail and used only by Spalshtop Remote. (not good but should work)

It seems there was something wrong with one of my accounts on my mac. The another account works. I'll just transfer all my files to that one. Thanks for the help anyway. (problem not solved, but I just side stepped it by moving my stuff to a whole new computer account). So if it works on another account then that must mean there are some files (probably in my /library/) that restricting the connection between google talk and my devices. Maybe if it was more clear how google talk communicates between them, tech nerds can troubleshoot the problems on their own? -btw I even reset the bad account to factory settings didn't work. But I'm so glad I got it working! Oh and please get the video one working for mac! (I'm too lazy to switch over to my bootcamp windows7)

I've got the same problem as most other users i.e. can connect to my macbook pro via wireless at home from my iPAD - works great but quite useless as I might as well work from the mac.

However setting up Discovery so I can connect from IPAD via 3g fails because it just hangs on my gmail account in Streamer | Network. I have tried all the suggestions using test account, creating a new dedicated gmaii account, deleting the cache etc etc. I know I am using the correct username and password. Versions are all the latest, ports match but noting works - complete waste of time and money. Want a refund because Im sick of trying to get this working

@editfmrt,

We are sorry about the problem you encountered.

It's a known issue for some of connections via 3g won't be a good experience by users, it may be caused by the unstable available bandwidth. However ,our engineering is working on the improvement, if you still feel strongly to remove Splashtop Remote and get a refund, please open a ticket and our support staff will follow it up.

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

"The gmail account being used is not @gmail.com or @googlemail.com.  Splashtop Remote started to support non-gmail logins beginning with iOS client v1.5.5.1+Streamer v1.5.5.4 (for Windows), or v1.5.5.2 (for Mac).  If you are using an older version, you won't be able to use a non- @gmail.com or non- @googlemail.com account to log in for the Internet Discovery feature."

What about those of us using android? Mine is @personaldomain.com as my gmail account and neither yhe app on my xoom or the desktop app (win 7 64) will work.

Something is really broken with the Gmail discovery on the desktop client.  I'm at work and it lets me log into discovery on my iOS devices and Google Talk and the regular Gmail website log in without issue but the Splashtop app tries to log in but just stops after a second and never completes the login.  It's clearly communicating with the Gmail servers since typing an incorrect password results in it telling me that the password is wrong but typing the correct password just results in it doing nothing.  The faq here says to try logging in directly with google talk...so what do I do after I do that?  The splashtop app doesn't see it as logged in.

I can connect to my gmail account on my desktop with Splashtop Streamer.  However on my iPad I cannot sign in to my gmail.  On the internet discovery screen after hitting sign in it does not acknowledge.  Comes right back to "sign in to account".  I have reinstalled the app on both my desktop and iPad and no change.  Both ports match, security codes match, etc.  I even tried the strst.t01 gmail and no luck!  What do I look for next? 

@Jason long ,

Android devices did support non @gmail or @googlemail.com to be the account of Internet discovery, however, it should come from company, personal account is still not in the support list.

@P.S,Damaris Whaley,

As we knew, google sometimes blocked the login for specific instance when it conflict google's security rules, at this case, you may be able to login on some devices, but not in some specific device or computer. The solution is to use the URL on above article to unlock it. Please try again.

I have the latest updated streamer app but it will not let me do internet discovery unless i'm in the local network...i have changed my firewall settings on my windows 7 machine. when i put my gmail address in and my password which i have changed know 3 times and have even tried the double authentication it still will not let me log in. when i hit the sign in button it thinks about it for a little bit then it still reads sign in...i just bought the ipad thursday and loaded the ap to the ipad and computer on friday. any solutions would be valued...the spooling of the sign in happens on three computers and the ipad. simply unresponsive to the sign in.

I have discovered through use, that the majority of problems I have connecting from my work to my home computer... is caused by the Streamer on my home computer, inexplicably logging itself out of my Gmail account.  If I don't check on the Streamer, and see if it is still logged into my Gmail account in the morning... the odds are good that I won't be able to log into my home computer that day.  My wife has confirmed this behavior on her separate copy of Splashtop Remote and Streamer too.

To anyone at Splashtop: is there any way to add the ability to have the Streamer log back in by itself, if the connection is interrupted or the Streamer application logs itself out of Gmail?  It is obviously my intent to ALWAYS have the Streamer running, so I can get to my home computer whenever I want to, and it has caused me great frustration  when I travel, as I have to have someone physically go to my computer, open up the Streamer application, and manually log back in with my Gmail credentials.  A simple "Stay Logged In" checkbox on the Streamer app, on the page where I log into Gmail... would be a life saver!

@Pat McKinley,

Basically, Streamer will stop re-login gmail when there's no network available, and automatically re-login when network recover back. Your case is a little weird to us, could you share us your SPLog.txt file and attach here? We may be able to see what happened from it.

Get it from: C:\Program Files\Splashtop\Splashtop Remote\Server

Maybe you can try unlock your gmail account by bottom URL to see if it's helpful.

@chris yeschke,

Are your computers located at work network?

Have you tried the hints described in above article?

http://support-remote.splashtop.com/entries/20329286-why-does-my-gmail-login-fail-for-the-internet-discovery-feature

Please specially pay attention on :

1.if most of ports blocked

2.try to unlock your gmail account even though it can login in another session.

https://accounts.google.com/DisplayUnlockCaptcha

3.have you tried our test gmail and get successful login?

Hi @Jaff,

Thanks so much for the quick follow up.  The Gmail account isn't locked.  I am able to access it from my phone, and from my work computer, with no interruptions, so  I don't think that's the issue.  Please see my attached SPLog file for your review.  It looks like something happened around 9:35am yesterday (2/14/12).  I would very much like to know what you find.  

Thanks again!

@Pat McKinley ,

I'll send your log file to our engineering for further check.

Are you running Streamer on a Virtual machine? in our experience, if the host goes to sleep, it may cause VM lost the Internet capability even though host has been awaken. If you are this case, please check if the network capability of VM has come back after host awaken.

@Jaff

No, no virtual machine.  Just a straight install of Windows 7 Home Premium, 64 bit.

@Pat McKinley ,

Our engineering just feedback me:

From your log, we only see the Internet connectivity lost, but don't know when your Internet connectivity recover back. Does your computer connect to a wifi router which connects to another router? In this case, Splashtop Remote won't know when your Internet connectivity recover back, and won't be able to re-login your gmail automatically. If you are this case, you can try to connect your computer to the first router instead to see if there's difference.

@Jaff

I have a hard line ethernet connection to a single DLink DIR-655 router.  Is there anything else that could be impeding Splashtop from reconnecting when Internet connectivity is lost and then recovered?  I did already check my Norton 360 firewall settings, and all of the Splashtop related items are set to auto in the firewall, per your FAQs.  Any other ideas?

Similarly to PS and Damaris I can connect to my gmail account on my PC with Splashtop Streamer.  However on my iPad I cannot sign in to my gmail using splashtop. It works fine in Safari.  On the internet discovery screen after hitting sign in it does not acknowledge.  Comes right back to "sign in to account".  I have reinstalled the app and no change.  Both ports match, security codes match, firewall etc.  I even tried the strst.t01 gmail with the captcha and no luck!  What do I look for next? 

Well, let me add myself to this list...

Local Wifi is OK.

The streamer cannot get me logged in with my Google ID.
I'm using an .XS4ALL.NL email address. Verified my password by disconnecting/logging in on Google itself: OK. Not blocked. The dummy account provided by Splashtop: OK.

Windows 7 ports are opened by creating the rule in the Windows firewall. No other firewalls are switched on.
Tried switching off Security Essentials- no luck. No other virus protection is running locally.

I am, of course, quite sure that my internet provider is running all sorts of extra protection, which I cannot switch off.

Please advise...

...oh, and let me add:

Windows 7 Ultimate 32 bit, fully updated.

iPad 2 iOS 5.0.1 Absinthe (but no problem on that side, sofar: the connection over local Wifi is running smoothly))

Also having problems logging in on both the desktop app and iOS app. All updated to the latest version. Test account works fine, but my personal @hotmail.com Google account won't sign in.

Gmail login does not work on my Mac OSX 10.7.3 Splashtop version 1.7.5.2 - it just sits there with the spinner and cancel button.  The test account doesn't work either, but then nor can I log in to the test account because it wants me to verify the backup email because i might be hijacking the account.  

I can log into my gmail normally, and I can sign into google talk.   I am using 2 step verification and I am using an application specific password.

I am sat behind two nat routers, work router -> home  router -> ISP -> internet ----> talk.google.com
                                                                         \-----------------------------------------------------> VPN -> WAN 

Any ideas?

Hi all,

If you can't login your gmail successfully, please confirm :

1.your gmail credential and password are valid and still working, this could be double check by:

  a) test with our test gmail

  b) use your personal gmail credential and password to try to login gtalk service (not gmail account login from browser)

2.consult your office IT if most of ports including port 5222 are blocked, in this case, gmail login may fail too

3.if you have enabled 2-steps verification for your gmail, please also use this 16 digits password to login for Splashtop Streamer and tablet

If you can login your gmail successfully on both tablet/computer, you should be able to see your computer automatically on tablet, please also enable "Optimize for your network" on ipad/settings to increase the connectivity in remote connection case. Please update to latest versions to enable this new feature, paired with iOS device v1.7.5.2+Windows Streamer v1.7.5.4.

A reboot of my mac seems to have fixed it for me.  Prior to reboot, splashtop wasn't even attempting to contact the network (no packets seen in tcpdump) worked fine after a reboot.  Mac had not been rebooted since splashtop was installed.

My 2-Step GMail password is not accepted for internet discovery log in. Now what?

@Thomas W Dorrance,

Could you also try our test gmail to see if there's difference?

If this test gmail still fail to login in your case, please confirm if your network environment blocked most of ports.

Jaff,

Yes I did try and the test gmail log in worked.  What's my next step?

Thanks.

@Thomas W Dorrance ,

If our test gmail worked in the same network environment, you can try to re-new your 2-step gmail password from Google again to see if there's difference.

BTW, does your 2-step gmail password fail to login on computer or client device? or both? If it still fail, I suggest you can create another new gmail account with a simple password and used by Splashtop Remote only.

@Bill it sounds like you may have gotten the Pro version of the Streamer, 2.x.x.x.  The normal consumer version does not have a "URL field", version 1.7.5.x.  Sorry for the confusion!  Please uninstall the streamer and install from here: http://www.splashtop.com/streamer/download

After reviewing more than a dozen discussion threads on this site, and seeing that you claim that a google account login should work if Google Talk works, I went ahead and installed Google Talk, which works fine and lets me login under my regular account (using a non-gmail address).

But Streamer still can't login using that account.  Since the App won't let me change the login info (I assume it just picks up the google account from the tablet), I'm still locked out.

And Streamer provides an IP address only for the local network, not a valid internet IP address, so I can ONLY use Splashtop when I'm within 50 feet of my house -- in other words, I can only use Splashtop where I don't need it.

Clarification: when I said "I'm still locked out," I'm not referring to the status of the google account (I can log in to google just fine), but instead that I'm locked out of using Splashtop from anywhere outside my local network.

Wow, I finally decided that there just MUST be a way to do this, and finally realized that I hadn't navigated the === in the bottom taskbar; after clicking that, I clicked on "settings" and I was able to enter the login info for the new gmail account I'd created just for this purpose.

Now I have to go away from my home to see if it works.

I am unable to connect via the Internet, even though I have absolutely no problem with the free TeamViewer or Jump Remote Desktop for iOS, so I don't think it can be a firewall issue. I have no problem connecting when I'm home and sharing the same WiFi with the computer I'm trying to connect to. Please provide some support. 

I should add that I am trying to connect from a MacBook Air to a Mac Mini, both running Lion. The Mac Mini I'm trying to connect to is showing up as Blue (seen) on the MacBook Air, so it's definitely seeing the Air. It just won't connect. Hope to get a response soon.

I too have a non-gmail google account (which won't work for splashtop) that is always logged in on Firefox.  Not wanting to change that account, I set up another google account with a new gmail address and logged it in on Chrome and now internet discovery works fine.  FYI Once you login your gmail google acct, Chrome does not have to be open for this to work.

Hi, first of all, forgive me if I´d write something wrong, I´m brazilian, english is not my first language.

I´m having the same issues Pat McKinley had. I can login with my gmail account, but few hours later I got disconnected.

-The streamer is instaled on a PC running Windows 7 64bit

-I´ve got only 1 router

-Tried 2 diferent gmail accounts and still got the same problem (none was locked).

@Alvaro Oliva,

No problem at all, your question is fully understood.

The issue gmail can't auto-login again when Internet comes back is a known issue and our engineering is working on it. Please stay tuned, and thanks for your patience.

BTW, Are you running win7 on a virtual machine like Parallels on a Mac?

Assign a static IP address for your win7 may help to keep login longer.

Hi,

I have same problem as @Pat McKinley

The streamer logout gmail and then cannot re-login automatically,

please help to fix this or if there is any work around.

Thanks!

Macbook Pro 15' early 2011 network fails google login - see attached

This was previously working.

No virus or firewall software.

Can log in fine on iPhone and iPad

It does not seem to matter how many people have this problem. Splashtop has made NO progress whatsoever on this in the MONTHS it has been plaguing users. We actually paid for an application that is fundamentally broken (at least when you need to use INternet discovery to connect).

I can login to splashtop streamer network function through Windows 7 with no problem but when I try to do it through Snow Leopard on the same network using the same gmail account it doesn't work.  Please help.

I am having the same issue many here are having.  Here the specifics: I have 2 computers.  My Laptop running Windows, everything works beautifully.  This computer connects to the router wirelessly.  2nd computer is a desktop running Windows XP.  Desktop has streamer version 1.7.5.6.  Splashtop on the Desktop is not able to connect my gmail account.  I have tied the test gmail account, I have tried a new gmail account.  It will not connect to either.  I get "Login failed...."  I have double checked firewall settings - these are set correctly (according to the posts that are listed here).  Starting port number is 6784.  Any thoughts?

Hi all,

We did find recently our Internet discovery feature is hard to connect if the available bandwidth is very strong, esp easy to fail via 3g. One of reason should be from the policy change about google server usage. We are improving this remote connectivity issue in our next update, however, it still needs some times to polish, please stay tuned, it's coming soon.

@Sexton Lee ,

If your android device works but ipad not in the same network environment, you can try to remove ipad app, then re-install it to see if there's any difference.

Please try another gmail to login on your ipad or change to connect to another wifi router and try again.

@Jaff

I assume you mean the bandwidth is very LOW? I can see how this might apply to the client (iPad) side but I do not see how this would fix the issue where the Splashtop Streamer continously disconnects from Google. This is the problem that is driving me crazy. I can go check preferences randomly and it will say I need to sign in again (with a message that it failed). All I need to do is click the sign in button (credentials are still there) and it connects again. The problem is if you are trying to connect remotely, this certainly would not allow discovery to happen.

Please address this ASAP.

Eric

@Jaff I am having the same problem as @Pat McKinley, but unlike the others having this problem I am using the mac streamer on the newest OSX. The gmail account logs off at some point in the middle of the day and doesn't re-login. I am only on one router, and don't use a virtual machine. Can you use any more information from me?

I gave up long ago trying to get this software to work, says it all really, not fit for purpose.

Austin,

What replacement did you go with? Something that does Auto Screen scaling, internet discovery, etc?

Thanks

My requirements are non-commercial and infrequent, so I use Teamviewer for remote screen sharing, which works extremely well, but is quite costly for commercial use.  Access to your remote devices mediated through their server(s) which is how I expected splashtop to do it.  If splashtops use of google chat worked reliably then there woud be nothing wrong with it, but it just doesn't work in my experience, and nothing should ever be that difficult get working or unreliable if they want people to use it.  It just puts people off.  They don't seem to be that bothered judging from the responses and time scales involved, I mean its been 10 months since this thread was started and we are no closer to having a solution.  Not a good way to keep customers.

It's clearly the desktop client that's having problems. I can log in great on my iPhone 4. I can log in great on my HP Touchpad via wi-fi. However, when I try to log in on my PC ON THE SAME NETWORK AS MY TOUCHPAD, I get a "Email or password incorrect" message. That's right, the Touchpad and the PC are on the exact same network, but the PC can't connect, while the Touchpad can.

This makes it unmistakably a problem with the desktop client of Splashtop Remote.

Hi all,

For the issue about remote connection with Internet discovery feature, it's very easily happened in a low bandwidth case because of the update from google server library. That's also the reason for some users why they did not update any release but got this issue suddenly.

We already addressed this issue and will fix it in next update. In our plan, we'd like to have more enhancements together, please give us more time. You may find our new update will give you another better experience in connecitivity.

@Corey Black,

The issue you got also in our fix plan, however, it needs more time than connectivity improvement, sorry about this inconvenience and hope you can keep more patience with us.

It's great if it's going to get fixed, but I really don't see how it's a low bandwidth problem, since my 3G connection works flawlessly using Internet Discovery, yet it doesn't work on my work's corporate high-speed connection using Internet Discovery. And again, my tablet works perfectly on the same network. It's only the Windows client.

@Jaff,

While I would love to believe you, this certainly cannot be the case. I have been using Jump Desktop for days (they also use Google for internet discovery) and this problem NEVER happens.

Eric