Get help/Frequently Asked Questions/Hot Topics

I am unable to connect. What should I try first?

Splashtop Support
posted this on January 30, 2012 19:57

en12021301

The problem of being "unable to connect" can be caused by a multitude of reasons, and you can read many of the various connection-related questions-and-answers in the Connection section of the FAQ and in the Hot Topics section.  Anyway, we recommend that you glance through the various sections below, confirm that these items are set up properly, and see if any of these suggestions/instructions can help solve your particular problem.


I.  Setup steps if this is the first time you are using Splashtop Remote

1.  Confirm that the computers you want to connect to are compliant with our system requirements.  Please note that Mac OS X 10.5 and below are not supported.  A Dual Core CPU (not Core 2 Duo) is necessary for a better streaming performance.

2.  Verify that you have purchased, downloaded, and installed the Splashtop Remote Desktop app successfully from one of the following authorized channels.

  • iOS app:  Apple app store, or iTunes
  • Android app:  This is a little complicated because of different channels for different Android devices, so please check the information in this article for more details.

3.  Ensure that you have downloaded the Splashtop Streamer for computers running Windows or for Mac OS, and have installed the appropriate Streamer on your computer(s) successfully.  If for some reason you could not finish the installation, or no wizard guided you through the settings after  installation was finished, please view the topic at this link for some hints about troubleshooting.

- To get started downloading Splashtop Streamer, you can click on this link.

- After the installation process has finished, a Wizard will guide you through all necessary settings, including being prompted for:

  • Security Code:  This is for inputting on your tablet/phone devices when you are attempting to connect to your computer.  Please note that there are some rules about composing the Security Code, which need to be satisfied.
  • Network:  This item is necessary only if you want to remote-connect to a computer on a different network via Internet or 3G/4G.  Once the Internet Discovery feature is enabled, your computers which are logged-in with the same  gmail credentials should be automatically discovered on your mobile device (tablet or phone).  This article describes how to enable Internet Discovery for different devices.

 4.  After setting up all the above steps, you can connect your tablet/phone to your computer.  Some notes and suggestions:

  • Splashtop Remote only supports connection of one mobile device to one remote computer at a time.
  • We highly recommend that you first try Splashtop Remote when your device and computer are within the same local network.  This type of connection is simpler to make; and if it works, this would prove that there are no firewall issues on your computer.
  • You should also try to connect your mobile device to your computer from a different network.  (For example, if you are in your office and want to connect your home computer.)  For this case, you would need to enable the Internet discovery feature with a gmail credential. 

 5.  One of our users (Thanks, Ross McKillop) has written and shared some step-by-step instructions detailing the first-time setup with several good screenshots.  These are also very good reference for new users who are using Splashtop Remote Desktop HD for Android Tablet with either Windows Streamer or Mac Streamer:

6. For Android users, if you use any firewall (such as DroidWall) on your Android device, please configure it to allow Splashtop Remote Desktop to access the network. (Thanks to Sean Tiede)

 

II.  Different types of connections

Different usage environments may have different causes and solutions.  If you encounter connection issues with Splashtop Remote, please refer to the following usage cases.

1.  Local network connection

When your device and computer are connecting to the same WiFi router, this is a local network connection.  If your tablet/phone can't discover your computer automatically, or can discover your computers but cannot connect, it is probably being blocked by a firewall between them.  Please follow the instructions below to solve this problem.

  • Make sure the starting port number on both the tablet/phone, and on the computer side, is identical (6783 is the default start number).
  • Firewall from third-party anti-virus or security software:  Usually, adding Splashtop Streamer files in the exception list can solve this issue.  Please check this article to find the type of protection software you've installed, and read the related article for instructions about solving the firewall problem.  However, it's not possible to list all types of anti-virus software here.  Please try to add the following files into your firewall Exception List yourself, if you can't find your particular anti-virus/security software in the listed articles.

    Program Folder to find these files:

    C:\Program Files (x86)\Splashtop\Splashtop Remote\Server

    ─ OR ─

    C:\Program Files\Splashtop\Splashtop Remote\Server

     Application Files:

    - Dataproxy.exe

    - inputserv.exe (only necessary for Splashtop Remote Touchpad)

    - spupnp.exe

    - SRFeature.exe

    - SRLogin.exe

    - SRServer.exe

  • If you are using Windows 7, please add another firewall policy for opening ports 6783, 6784, and 6785, which are used by Splashtop Remote by default.
    [Procedure]:  Open the Windows Start Menu, open the All Programs list, type "firewall," access the advanced firewall settings.  Go to Inbound Connection, click "New Rules" in the right panel, select Port, click Next, select TCP, then type 6783-6785.  (Note:  It's not recommended to change these default port numbers, but if you have changed the starting port number on the Streamer and client app, then you would need to type the new port range accordingly.)
  • Firewall from router:  Theoretically, a firewall on the router should not impact the local connection.  However, some users have told us that they needed to disable the firewall on their routers to get a successful connection.  Please enter the firmware of your router, try to find the firewall option, and disable it if it exists.  This article gives some information about how to enter router firmware, if you don't know how to enter it.
  • If your device and computer are on a different subnet:  That is, in the same office and the tablet has an IP address of 192.168.10.1, and the computer has an IP address of 192.168.20.1, they are on a different subnet.  In this case, your tablet won't discover your computer automatically.  This is especially easy to occur in an enterprise network environment.  You need to manually create a new profile on the tablet and type the proper IP address in that profile.  This article describes how to add a new profile on a tablet or phone.
  • This article is a collection of more information and tips to enable your computer to be discovered by your device automatically.

2.  Remote connection over the Internet

When you are attempting to connect to your computer from a different network (for example, from the WiFi in Starbucks, airport, or office) this is "remote connection via the Internet. "  If your device can't discover your computer automatically using this method, please check the following points for hints.

  • Review the info in the "Local Network" section above.  In addition to those items described in the "Local Network" section above, which need to be solved first, the following points are especially helpful on remote connection issues.
  • Check to make sure the Internet Discovery feature is enabled.  If necessary, refer to this article which gives instructions on how to enable the Internet Discovery feature.
  • If your device or computer can't successfully log in with your gmail credentials, this article offers some hints for further troubleshooting.

3.  Connection via 3G/4G

Basically, connection via 3G is supported by Splashtop Remote.  However, in this case, there is often only a small available bandwidth.  Even though the signal might appear to be excellent, you never know how many users are sharing the same bandwidth around you.  Here are some things you can try.

  • Try to connect again during a different time-frame or in a different location to see if there's any difference.
  • Concerning 4G, we have reports of cases wherein the 4G connection failed with certain specific carriers.  Please see this article which provides more details including a work-around.
  • Use a low resolution on the Streamer side.  This will help a lot in reducing the streaming size.
  • When connected, switch the display on the iPad/iPhone from the default "Sharp mode" to "Smooth mode."  To do this, perform a 3-finger tap on the iPad or iPhone to open the Control bar from bottom, then tap the icon with 'A' on it to toggle these two modes.  This can also potentially help a lot to reduce the streaming size.
  • Please make sure you are using v1.7.5.4 of the Windows Streamer, and also using v1.7.5.4 of the app on your iOS devices.  Also please enable "Optimize for your network" in the Settings (accessed via the Gear icon gear-button.png in the upper right corner of the screen).  It helps a lot for connections via 3G networks, and on unstable WiFi networks.
  • Enable a hidden feature to limit the frame rate, to decrease the streaming size.  Please see Section IV "Advanced troubleshooting tips" below for details.

4.  Connection to a work computer or though a campus network

1.  The security concern is usually higher in most companies or schools, where they often have a strict policy to block most ports, including port 5222 which is used by gmail.  In this case, you won't be able to log in with your gmail directly (although Splashtop Remote will  try other ports instead).  However, if your company/institution/school blocks all ports, then it will be impossible for Splashtop Remote to establish a connection remotely for the computers within that type of environment.  Please consult your IT Department if you get an "unable to connect" message (or if your gmail login fails), and the computer is located on a work or school network.  Here are some suggestions and notes pertaining to this situation.

  • Connect to your work network via the VPN feature on your tablet first, if your IT Department allows this solution.  Then you can connect to your work computer as a local network case.
  • In this type of strict network environment, the streaming performance may be poor, or it might be easy to lose the connection, or possibly even unable to connect at all — even though you can automatically discover your remote computer with gmail logged-in.
  • We are now working on an additional way to improve this type of connection problem.  We will post it here when ready.  Please stay tuned.

2.  Another problem contributing to this connection issue is that some enterprise or school environments may have a proxy server set up, to save some external bandwidth.  Splashtop Remote currently does not support this network structure, but we are also working on this problem.  Please consult your IT Department to confirm whether or not your connection problem is the result of a proxy server.


III.  Basic troubleshooting tips

1.  If your tablet or phone can't find the computer automatically, or the computer is gray and a message like "Could not reach x.x.x.x (IP address)" is displayed under it on the tablet/phone:

  • Please read the section above entitled "1.  Local network connection" for details.

2.  Perhaps your tablet/phone can  find the computer automatically, but then after you have waited a long time for the connection to be established, a dialog appears which says "Unable to connect" with Try again and Go back buttons.  At the same time, the message "Your device is controlling this computer" may appear on the computer screen as well!

  • Please read the section above entitled "1.  Local network connection" for details.
  • The available bandwidth may be insufficient at this moment.  In this case, try the suggestions in "3.  Connection via 3G/4G" above.

3.  Normally, the tablet/phone automatically keeps in memory the applications that have been opened.  Clearing these from cached memory on your tablet or phone before making a connection will be helpful for the Splashtop Remote Desktop app to achieve a successful connection.

  • To clear the cache on the iPad or iPhone:
  1. Double-press the Home button on the iPad/iPhone.
  2. A bar will open at the bottom of the iPad/iPhone.
  3. Long-tap (press) an icon.  The icons will then start "shaking" and will contain a '-' symbol.
  4. Tap the '-' symbol on each icon individually until all icons are removed.
  5. Press the Home button to return to the Home screen, and try to connect again.
  • On Android devices, you can usually clear the cached memory by killing the running applications in the background, and clearing the occupied memory.  Depending on the device, this function might be found in features relating to Task Manager / Memory management, or in Settings / Applications.

4.  Sometimes, just a re-start for the computer, the router, and your device may help to establish a successful connection.  This is very useful for the "connection-failed" cases that are caused by a new update of the Splashtop app or Streamer.

5.  If re-starting the above devices and the computer still does not work, try to un-install the Splashtop app and Streamer, then re-install them, and re-start the devices and computer again.  Again, this is also useful for cases resulting from a new update.

6.  It's a good habit to disconnect via the Home button (for iOS devices) or the Disconnect function on the device app Control Bar.  After doing so, please wait 15~30 seconds before the next connection attempt, to allow the Streamer to completely recover all settings.  Re-connecting immediately, without waiting 15 to 30 seconds, may cause a long "waiting to connect" period of time, followed by the "Your device is controlling this computer" message on the computer screen, even though there is actually no connection established.

7.  Keep your computer running Splashtop Streamer alive, with no power-saving options enabled, such as Sleep/Hibernate.  If you have enabled any power-saving options, please see item 2 near the end of "Advanced troubleshooting tips" below.

8.  If your Mac computer enters Display sleep mode, either manually or automatically, Splashtop Remote won't be able to directly connect to it.  Please install our Virtual Driver first, then you should be able to discover your computer and connect to it.  Check "section III Wake-on-LAN Usage Timing and Limitations" in this article for more details.

9. If your computer has any USB devices plugged in, like sound devices, try removing them from your computer and then re-connecting to see if there's difference.


IV. Advanced troubleshooting tips:

1.  Limit the streaming frame rate to reduce the streaming size.  This is especially good for 3G and unstable WiFi environments in locations such as airports, hospitals, or coffee shops.

 To enable the streaming frame rate:

  For Windows Streamer:

  1. Download the attached file to your local drive (fps.txt).  The default frame rate in this file is 5 (DWORD in Hex is 00000005).  You can experiment with this value, modifying it to be higher or lower, in order to determine the proper value for your situation.
  2. Rename the file to fps.reg.
  3. Double-click on the file to import it to your system.  It may trigger a warning message from Windows.  If so, please agree to proceed.
  4. Quit the Streamer.  Then manually launch it again to make the file take effect.
  5. Try to connect again, to see if it works

NOTE:  This hidden feature conflicts with "Smooth" mode.  Therefore, when you use this feature, please keep the default "Sharp" mode setting.

  For Mac Streamer:

1.  Prepare an Editor tool to edit the Mac plist file.  Here are two samples:

  a).  Xcode4 (Apple Inc): http://developer.apple.com/xcode/, for Lion only.

  b).  PlistEditor (3rd party) : http://www.fatcatsoftware.com/plisteditpro/

2.  Go-->Go to Folder…, input the path ~/Library/Preferences/

3.  Select com.splashtop.Splashtop-Streamer.plist and edit it with the type of tool mentioned above.

4.  Add a new Child, named “SharpFPS,”  Type:Number,  Value:5.

5.  Exit the Splashtop Streamer, then re-launch it, and try again.

NOTE:  This value of parameter can't result in a precise frame rate (like Windows).  There's very little tolerance.  For example:

Fps value=5;  the real fps could be 5~10

Fps value=15;  the real fps could be 15~22

2.  If your computer is not always awake, it may require a special feature Wake-on-LAN to "wake it up" first.  Then you can try to connect to it.  Please read this article for more details about the Wake-on-LAN feature of Splashtop Remote.

3.  Sometimes, the UPnP option on the router will cause a "failure to connect," even if your tablet/phone can see the computer and it is in an available state.  Please try to turn this option OFF (if it is ON), then try again.

4.  Sometimes, even within the local network, it's possible that your tablet/phone still might not be able to discover your computer automatically.  One thing you can try is to change your router’s encryption method and see if it makes any difference.  Usually, the router provides some options for connection encryption, like None, WEP, WPA, and WPA2.   AES and TKIP are sub-options for WPA/WPA2.  "None," or WPA/WPA2 (with AES or TKIP), is the recommendation.

 

Comments

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Mark

I am also not able to connect from the internet. Just stopped working a few days ago. I have confirmed all my settings...nothings changed.

Router port forwarding is fine, PC external IP is fine, etc..... Started after your last update. I have tried everything to get this to work.

 When can we expect this to be fixed?

February 23, 2012 19:55
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Mark

Ok its working now again......not sure if you did anything but its working.

February 23, 2012 20:05
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Jaff
Splashtop Inc.

Thanks the update, Mark.

Usually, a temporarily malfunction after new update can be solved by uninstall/reinstall app or just a restart on device and computer.

February 23, 2012 20:13
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brice
I recently purchased splashtop and it works great on my local wifi at home. I also got it to work remotely via internet discovery at my parents place. I then brought it to work with me which is at a school. I tried the free wifi and was unable to recognize my computer at home. I then logged into my credentials for the staff wifi and it discovered my computer at home instantly. here is where the problem occurs. i click connect and it has multiple bars, when used at folks house it only had two not sure if this matters or means its further away? secondly it times out and i get the response, cannot connect to your computer and also in lower left corner is has s=01 E=s4000121 not sure if this means anything as well? Since it can find my computer at home i assume the correct ports are open. So i assume then that the connection is just to weak and cant connect or when trying to connect they block me? any help would be great
February 24, 2012 08:52
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KayakGuide.com

My remote connection issue after the iPod app update was resolved by the following:

  1. In iPod Splashtop app settings, I deleted the remote connection configuration for my MacBook.

  2. On my MacBook, I opened  Airport Utility for my Apple Extreme router and clicked "Manual" to obtain the current router IP address.

  3. In my iPod Splashtop app, I created a new remote connection, entered that current router IP address, and made sure my Gmail account was logged in.

That fixed my problem.

KayakGuide.com

February 24, 2012 11:36
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Becki
Jaff - thank you very much, my problem is now resolved. I had tried this multiple times with the last desktop streamer version without any luck, but with the new version everything's back to working perfectly!
February 27, 2012 13:33
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Phearak Choun

Having trouble connecting via 3G on Samsung Galaxy S2 to windows 7 64bit, Phone finds computer alright but when I try to connect it says unable to connect, Splashtop connects fine with ipad 2 on a 3G network, there is activity on the Samsung and sometimes connects but now it just doesn't want to.

February 29, 2012 00:56
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Jaff
Splashtop Inc.

@Phearak Choun,

For connection via 3g, it's heavily depending on carriers, sometimes even the signal looks excellent, the real available bandwidth may be still small because some users may share the same bandwidth around you. It's the reason sometimes you can connect but sometimes can't.

Update Windows streamer to latest v1.7.5.4 may help some on connectivity via 3g. (please also make sure your device uses the latest version too)

February 29, 2012 01:46
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Jamie Patrick

I am having no issue whilst connecting on my wifi network within my home, in fact I am enjoying a great experience this way. However, whilst out using my iphone app and a 3g network I have yet to connect.  I have watched my pc that I am trying to connect to and the resolution changes ready to stream but then the app returns to the list of computers (or on the first attempt gives error S=01 E=84000121).  I am signed in using google account on app and streamer. I am using Windows 7 32bit.  I also use ipad to connect but it's wifi only so I haven't tried over 3g. Both app and streamer are the latest versions. I may try another network carrier to see if it is a network specific problem.

March 01, 2012 23:19
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Tierix

when is it planned to add the Proxy Server function please?

March 05, 2012 11:29
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Jason LaMar

OK, this statement ...

" A Dual Core CPU (not Core 2 Duo) is necessary."

... is absolutely ridiculous. I just bought Splashtop Remote Desktop to access an older 17-inch MacBook Pro (with one of those "Core 2 Duo" CPUs) and couldn't figure out why it's not working. Then I read this here. Interesting that you don't make that CPU distinction on the App Store, merely stating "1.6 GHz or faster dual-core CPU" as a requirement.

Um, excuse me, but the Core 2 Duo is a dual-core CPU. Just look at Intel's own documentation!

http://www.intel.com/products/processor/core2duo/specifications.htm

Bullet point #1 -- Intel® dual-core technology

So what's the deal? I want my money back. Seriously. And while you're at it, please make it clear in the App Store listing that Core 2 Duo processors are not supported by your product. That's sort of an important detail for people with slightly older Mac technology.

March 19, 2012 07:37
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Jaff
Splashtop Inc.

@Jason LaMar,

Sorry to confuse you by this description. The connectivity actually is not very related to the CPU, but it'll impact the streaming performance much when connected. A dual core CPU will have a better usage experience than core 2 duo on Splashtop Remote app, so we recommend this CPU.

If you can't get connection between your ipad and macbook, there may have setting up issues there, please create a ticket and our support staff will give a specific support on your case. Thanks. http://support-remote.splashtop.com/anonymous_requests/new

March 19, 2012 21:17
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josh eadie

I can connect my ipad to my work computer fine when on the same network, but when I try remote internet access the connection fails with an error message that says "Cant connect to computer." It shows my computer as "found" but times out when I try to connect. My gmail credentials are inputed correctly as well as security codes because it works fine on the same wifi (LAN) network. What is the issue? I have added exemptions to microsoft security essentials and still no idea.

March 22, 2012 08:13
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adrian floden stokker

i can connect to my computer via my ipad, but it loses the connection after max 30 sek, the same counts for my iphone 4. is it my pc thats too old or something?

March 25, 2012 13:55
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Jaff
Splashtop Inc.

@josh eadie ,adrian floden stokker ,

Are you connecting from a different network or via 3g?

In this case, please enable "Optimize for your network" from Settings(Gear icon on upper right) on ipad/iphone, but it currently works only with Windows Streamer.

@adrian floden stokker ,

What's your router brand&model? please :

1.restart it to see if there's difference?

2.change router's encryption to NONE or WPA or WPA2 with AES or TIKP to see if there's difference?

3.any anti-virus software installed on your computer?

March 25, 2012 22:55
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Tai Tran

I used to be able to use Splashtop Remote Desktop fine but after I reinstall my Windows 7, Splashtop Streamer is not working anymore. Keep getting the error "Your 6783 port is not reachable" . This did not happen before, I just installed and it worked, no hassles, but now the port is not reachable, can't even connect through internet with my gmail account.

March 26, 2012 03:35
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Seth

Here's where I'm stuck: When I click on the computer I want to connect with, the laptop (a Mac running OS X 10.7) says it's "now being controlled by the iPad," but the iPad itself never actually gains control - it remains stuck on a black screen, blinking white line, with the message, "Connecting to your computer..." Nothing changes, and eventually I have to close the app altogether. Can anyone help?

March 26, 2012 06:41
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adrian floden stokker

i use norman as an antivirus program, may that be the reason?

March 26, 2012 09:18
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Jaff
Splashtop Inc.

@Tai Tran,

After reinstall Win7, have you checked the firewall and ports have been properly setting up? (more info in above article)

[Procedure]:  Open the Windows Start Menu, open the All Programs list, type "firewall," access the advanced firewall settings.  Go to Inbound Connection, click "New Rules" in the right panel, select Port, click Next, select TCP, then type 6783-6785.  (Note:  It's not recommended to change these default port numbers, but if you have changed the starting port number on the Streamer and client app, then you would need to type the new port range accordingly.)

Please reboot your pc after the modifications.

 

@Seth ,

Are you connecting to your computer from different network(or via 3g) ? in this case, the available bandwidth is a key factor, please lower the resolution(ex. 800x600) and try again to see if there's difference.

 

@adrian floden stokker,

A simple way is to totally disable(or uninstall) this antivirus program to see if there's difference.

March 26, 2012 19:55
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Tai Tran
Tried all that but still doesn't work.
March 27, 2012 14:09
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josh eadie

@Jaff In response to my post above and your first response, I tried enabling the Optimize for my Network setting and I still get the same error message. The error code at the bottom of my screen is S=01 E=84000121.

March 28, 2012 05:14
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Dave
Downloaded the HD app on the IPad and downloaded the streamer on the PC. Connected locally through the network but when I go outside the network via 4g it sees the PC but will not connect! What do I need to do in order for this to work?
March 28, 2012 12:42
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Dave
Oh yeah changed the setting for Internet Discovery and logged in forgot to throw that in there.
March 28, 2012 12:43
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Jaff
Splashtop Inc.

@Tai Tran ,

Have you ever tried to change another ports like 8783~8785, and put 8783 on both tablet and computer isdes.

 

@josh eadie,

It seems the available bandwidth is still low, please try these suggestions again:

1.use lower resolution on computer to be 800x600

2.limit the streaming frame rate by the instructions described in above article, IV. Advanced troubleshooting tips:, #1.

3.it would be a good experiment if you can find another wifi outside with stronger signal to see if it could connect

 

@Dave,

Have you checked this article mentioned in above article? http://support-remote.splashtop.com/entries/20537498-does-splashtop-remote-support-connection-via-4g

There's a known issue about 4G, not sure if you are this case.  A work around provided in that article too but needs a little tech know-how on ports forwarding.

March 28, 2012 22:26
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Tai Tran
Hi,i tried those ports numbers but still not work. I forgot to say that i upgraded to Windows 8 Consumer Preview, but i don't think the new OS is the problem since Team Viewer remote desktop still works fine,but it doesn't have the audio streaming capability like Splashtop so i really hope there is a way to fix this.
April 08, 2012 00:27
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Steve

Stupid Question - Connection on my home WIFI network works GREAT (iPad to Mac Mini). Now I'd like to test connecting via the internet. Is it possible to connect VIA THE INTERNET while still within range of my home WIFI network OR will Splashtop always default to the WIFI connection if available?

April 08, 2012 11:36
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Lark Honrine
I am unable to get the streamer to install on my windows 7 computer. I keep getting Error 1603. Any sugestions?
April 08, 2012 20:30
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ted woodliff

another piece of fuking junk you developers suck thanks for wasting my money you creeps

April 08, 2012 23:27
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Jaff
Splashtop Inc.

@Steve,

When your ipad and mac are in the same local network, Splashtop Remote app will always use wifi to connect to your mac, and will use Internet discovery to connect to your mac once they are in different networks.

 

@ted woodliff,

If you are willing to share us more info about your problem ,we'll try our best to help you.

April 08, 2012 23:51
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Andreas Pöppel

splashtop streamer (1.7.5.2) runs perfect o my mac book pro (OS X 10.7.3) with my iPad2 ( iOS 5.1; splashtop xDisplay 1.7.0.1). Now I try the same with my Mac Pro (same OS X). I tried al your help topics but I don't get an connection. Mac shows "iPad its connected", but iPad shows "connection with your Mac is not possible"!? Please help me!

April 09, 2012 09:29
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mohammed mashhoor godah

how can i make an account
what server URL & email & password should i enter

April 17, 2012 13:46
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robomiller

Hi I just got my transformer prime and got this app but I can't seem to connect, I can find my computer from an internet connection when i click on my computer it will connect for like a second and then just cut out say "unable to connect" I have already tried my router, I uninstalled my advast and reinstalled the app and nothing works I need help!

April 17, 2012 21:58
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robomiller

I forgot to mention I have windows 7 64-bit runing a 6 core cpu and an crossfire radeon 6970 x2

April 17, 2012 22:23
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PirateSteve Rippin
I just purchased Splashtop and I only get a connection for 10 seconds and then the screen freezes on my iPad 3 and it says, Lost connection, reconnecting, it reconnects and then does the same again continuously, it's a great app but I wish the connection would last a lot longer please, I have read all the ways to get a connection but nothing seems to make it last longer, also I have the latest versions, for pc and iPa, Hope there's a new update soon :)
April 18, 2012 08:49
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Mika Järvenpää

Hope to get some update or hints to get this working with newly bought Mac mini and iphone4/ipad2/(new)iPad. Couple of first connections are working ok, but then it stars giving error code S=03 E=84000120. Cannot connect to your computer. Sometimes it is saying another that another client is already connected, even if i have tried with only one client. First two or three connections handled ok both home and 3G network. No problems with another (win7) computer. 

April 22, 2012 13:08
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Mika Järvenpää

Using 1.7.5.2 version for Mac. And 1.7.5.4 for iPhone. And connection starts to work always after quit and restart streamer, but of course I don't want to use vnc to  restart streamer every time when streamer hangs.

April 22, 2012 13:13
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Mika Järvenpää

Seems that turn off - turn on streamer does the trick. But somehow every third connection attempt from 3G makes splashtop hang. 

April 22, 2012 13:24
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dannie

I have no problem connecting via same wlan network.

But when conencting via 3G i get an error ? I have no problem finding my computer..
I am using a MacBook Pro with Lion and an iPad 2.

Any idea what the problem could be?

If i cant connect from other networks the app is kind of useless... 

April 28, 2012 04:07
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Mika Järvenpää
I agree. This is useless application for Mac users, if want to connect outside home network. Works ok with Windows only.
April 28, 2012 04:23
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Jaff
Splashtop Inc.

@Mika Järvenpää,dannie,

For the usage case with a remote connection via 3g, because 3g usually can't provide a stable and sufficient bandwidth, sometimes it can connect, sometimes not. Anyway, the following suggestions should be helpful:

1.lower the resolution of streamer, ex.1024x768 or 800x600

2.enable "Optimize for Network" if you are using ipad/iphone(from Gear icon on upper right)

3.try another remote case with strong wifi signal to see if there's any difference.

April 30, 2012 00:50
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Mika Järvenpää

The delay or the speed of my 3G connection is not a problem. I can connect always to my Win7 PC over the same 3G connection (as pointed already earlier). The problem has something to do with Mac mini.

Just checked my 3G connection with speedtest.net. Ping 310 ms, Download 4.61 Mbps, Upload 0.34 Mbps.

Best Regards, Mika

April 30, 2012 13:47
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Mika Järvenpää

Could it be that some resources can be left hanging in Mac version of sw? For example if connection closed suddenly (from remote client side). Anyway the current windows version works very well. Thank you for that.

April 30, 2012 13:56
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Marc Posner

I have a mac and a PC, on two different networks, and everything was running perfectly until recently (software update on iOS) and it all has gone away. I can't connect to anything anymore--I get the flashing bars, and then it hangs, and then it tells me "Cannot Connect" on either computer. I have upgraded all of the clients and streamers to the newest versions. I can't even connect on my home network with the firewall turned off.

 

Any suggestions?

May 03, 2012 10:17
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Jaff
Splashtop Inc.

@Marc Posner ,

Please restart your computers and make sure streamer has been launched successfully including gmail logged in, then try again. It may help.

May 03, 2012 22:05
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Marc Posner

@Jaff,

I have restarted, I have reinstalled, on both computers, logged out and in from GMail. No joy.

May 04, 2012 08:19
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Bob

My ipad finds my pc automatically, the IP address is correct, the security password is correct, I have signed into gmail on both the ipad and pc, yet trying to connect I get the error message,  Cannot connect to your computer", in the bottom left hand of the screen is a code, S=02 E=84000121  Can any one help.

This is my first attempt logging on,  Have removed the software and reloaded, and restarted the pc too.

May 06, 2012 12:01
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Bob

In addition, I have done all the adding the exceptions and the ports.

May 06, 2012 12:15
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Bob

And cleared the cache.

May 06, 2012 12:23
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Jaff
Splashtop Inc.

Hi all,

We recently found google seemed adjusted their policy about google server usage and may cause Splashtop Remote failed to connect via 3g or weak wifi(esp. for the cases worked before). This issue is planning to be fixed by our next update. However, it still needs some times to polish, please stay tuned.

Thanks for your patience!

If you still can't connect remotely via another strong wifi, you may be another case, please open a support ticket to get a specific help.

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

May 07, 2012 01:06
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Dana Sperling

Everything worked fine up until about a week ago. I now have a similar issue as Bob with the same error in the lower left corner but the difference is that Splashtop can NOT find my computer unless I physically move the mouse to take it off screen saver. This has never been an issue. Who keeps their computer on all day? My computer use to be asleep and Splashtop would find it and wake it up to connect. My wifi is VERY strong and I don't understand what google has to do with me not being able to connect when in my house.

Splashtop is currently useless at this point. I could never and still can't connect unless I am home. However, I want to tackle the main issue first and then work on the outside network connection.

May 09, 2012 07:48
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Dr. Ron

I am able to connect to my desired computer with my android phone, but not my laptop.  I used splashtop two nights ago on my laptop know it will not connect.  I can see the computer, but when I attempt to connect; I get a message that the process has stopped.

May 11, 2012 21:00
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Clint

I cannot connect to my mac with splashtop since this latest mac update please help, im sure this must be a issue for many. My windows splashtop still works fine, so it must be something on the mac update I have a intel imac running latest os and updates.

May 12, 2012 00:53
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Tracee
My ipad "found automatically" my desktop and for about a second connects to it. But then splashtop closes on my ipad and I lose the connection. I have reloaded both the app on the ipad and the desktop software. I have confirmed that all passwords match and that I am signed into google. No error code is coming up. Why is this happening? How do I fix it?
May 14, 2012 13:51
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Ian Cameron

I have downloaded Splashtop Cam on my ipad and Splashtop Streamer on my Mac Book (10.6.8).. however when i try to log in on my ipad it keeps saying "Upgrade your Streamer to the latest Version" with S=03 E=84000121 also in the screen corner.  The Streamer on the Mac Book says it is the latest version but i can't get the app to work.  I have rebooted and done the normal things but still no joy.. 

Any assistance is appreciated.

May 28, 2012 08:21
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Jaff
Splashtop Inc.

@Ian Cameron,

Splashtop CamCam currently doesn't support Mac streamer, you may find another computer running with Windows to have a try. Sorry about this.

May 28, 2012 18:44
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JV

this app is a bit bittersweet... excited about the potential - disappointed at the reality.

i have looked on this forum for a solution, but it seems most of the questions are centered around 3G or 4G issues.

I am ableto connect at home, which is cool, but only limits this device to a room by room monitoring app.. cool, but not so much

I am all configured properly (obviously), but now i am at the office with very strong WIFI (not 3G) and am still unable to connect to my home computer. My home computer is on - no sleep or hibernation, no firewall -  i am trying to connect with either my iPhone or my iPad (i have both apps).. to no avail.

I am headed on vacation on a few days and was hoping to enjoy this but it looks like that won't happen... any suggestions? is a real fix in the works or is has this program reached its limits?

thanks in advance.

May 29, 2012 08:25
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Angel George
Please help. This is exactly the app I need to work on my ipad3. However I cannot seem to get it to work other than using my home wifi network. I cannot connect using other wifi networks or using 3/4g networks. What am I doing wrong? I have even entered the computers ip address and still nothing. I cannot even find it if I am not connected to the home network. Please help. I really want to believe this is the app I am going to love but so far it has only caused me frustration. I know of other co workers that want this as well but they are waiting for me to be able to get it to work before they buy it. Please help.
May 29, 2012 10:42
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Network Administrator

How can I connect to two different computers at the same time using Splash top Remote? Is there something else I should be using?

May 29, 2012 12:45
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Jaff
Splashtop Inc.

Hi john vicino, Angel George & all,

Our next update will solve most connectivity issues from 3G/4G or other low bandwidth network as you encountered. It's coming soon around mid of June. Please stay tuned. It'll give you a much better experience on connectivity.

May 29, 2012 19:08
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Marc Posner

@Jaff

Will this update also fix connections over the same, high speed in-home wifi (which isn't working for me, either)? 

May 30, 2012 06:24
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Simon Aebli

Hey

 


I need your help.

When i start Splashtop RemoteClient, after a few seconds i becom an error:

Microsoft Visual C++ Runtime Library

Assertion failed!

Program: ...

File: .\p2p\base\port.cc

Line: 394

Expression: username_attr

For Information on how your Program can cause an assertion failerure, see the Visual C++ documentation on asserts

 

(Press Retry to debug the application - JIT must be enabled)

 

then when i click Retry or ignore, the Program crashes down.... :/

 

Thansk for your help!

 

Sorry for my bed english... i'm schweizer ;)

May 30, 2012 23:51
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Jaff
Splashtop Inc.

@Marc posner,

Your case is not bandwidth issue, may be firewall issue. If you can connect from 3g or outside wifi but not in local network, please check these two points:

1.check the starting port number on both ipad and streamer, make sure they are identical (default=6783)

2.if they are identical and still can't connect, change to another starting number like 8783 for both sides, and try again

3.if above suggestions still can't solve, could you confirm if there's a small satellite on the found computer icon listed on your ipad when you are at home network?

 

@Simon Aebli ,

You looks like using our Windows client, please open a support ticket for another specific service.

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

May 31, 2012 00:37
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Maury Landsman

I am pretty frustrated. Mac OS 10.7.3. IOS 5.1.1, latest Spalshtop streamer and app for iPad. iPad 3 and Macbook Pro 15 inch. I am pretty computer savvy. I have followed all the fixes, uninstalled, re-installed re-started, re-configured the firewalls and logged into gmail.  The iPad app cannot find my computer on a pretty decent  wifi system with an Airport extreme router. (I cannot lower the WEP protection.) I sometimes get to the point where the internet connection seems to registers on my laptop, but then the app crashes on my iPad.  Any more suggestions?  btw, Logmein Pro seems to work, but I would prefer to use your app.

June 03, 2012 16:33
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Maury Landsman
Of course, now after 2 hours it works without my having done any
June 03, 2012 17:40
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Maury Landsman
Thing else.
June 03, 2012 17:40
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Maury Landsman

3. The connection is very inconsistent.  Sometimes it connects and sometimes not.  Still frustrating.

June 04, 2012 05:24
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Jaff
Splashtop Inc.

@Maury Landsman,

The issue you encountered is the same known issue and will be fixed in next update. It's coming soon around mid of June, please stay tuned.

June 04, 2012 18:50
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matt saccomanno

I am also having consistent connection problems with Splashtop Remote. Used to work well in the past. Have tried off and on for several weeks, trying many of the fixes recommended above and I'm using version 1.7.5.4 everywhere. I can connect on the local network (iPhone or iPad to my Win7 64 bit with i7 CPU), but on a remote connection (either wifi or 3G) it seems to almost connect or briefly connect for an instant, then Splashtop Remote crashes on the iOS device and thereafter won't connect again (it won't get past the 6th of 8 bars on the app connecting screen). Shows error code S=03  E=84000121. I used to love Splashtop but I'm loosing hope at this point.

June 08, 2012 17:38
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Tierix

The fact that you still do not support Proxy Settings is unacceptable! Hundreds of customers have requested it since 2011!

June 19, 2012 03:27
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Amanda

I am having an issue logging in remotely.  When I log in within the same LAN everything works swell but when I log in from a remote connection is tells me "Wrong Security Code".  I have reset to no avail.  Any ideas?

June 19, 2012 13:26
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Peter Picken

I  can connect whilst on my local network but cant connect remotely on 3g. It shows that I have connected to my gmail account ie "signed in" but does not see the computer in splashtop. Need help

 

June 21, 2012 19:07
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Ginette Beardsell

I bought this app and installed it on my iMac and iPad. After much trouble I finally got them to see each other and connection was fine, until I turned off my iMac. For  short while, I had a message on my iPad stating that my computer was already using another session (which was false).  But now, nothing, absolutely nothing. Searching, searching and searching...........When I click on the PLUS +) sign, i have to enter the computer name, fine. I then have to add the IP address and is states:  Required. Look it up in the Splashtop Streamer. WHERE?  Splashtop is nowhere to be found on the iMac, except in the Applications folder. The Splashtop app cannot be opened, cannot even be deleted (in order to re-install it, maybe it would help?).   I have seen on this page that I am not the only one having trouble, but I do not see any answer on how to solve our connection problem.  Is there an issue with the program with Mac?  THANKS

June 24, 2012 11:09
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Asitha Koggala

I have ASUS - Eee- ASUS Eee Pad Transformer TF101 . it has OEM splashtop remote. I need to cloud my Win 7 PC and i install Splashtop_Streamer_Win_v1.7.5.6 But it say: 

["splashtop streamer allowes you to easily intract with your computers from your mobile. it only takes a moment to set up."]

Please tell me why here stuck . i install 2 times. but same i cant go next.

Thank you.

June 26, 2012 06:46
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Jaff
Splashtop Inc.

Hi all,

New update Splashtop 2 is there!

If you are using Splashtop Remote Desktop app v1.x on iPad(only for iPad this time), please update our new Splashtop 2 later today from Apple app store(and new Streamer on our web site). This is almost a brand new product and worth spending you some time to know what it would benefit you, this is the link shows you how to upgrade to Splashtop 2 and the introduction & FAQs you may want to know.

How to upgrade?

http://support-splashtop2.splashtop.com/entries/21632007-how-do-i-upgrade-to-splashtop-2-and-get-a-free-anywhere-access-pack-for-ipad-only

Introduction:

http://support-splashtop2.splashtop.com/entries/21531662-what-s-the-difference-between-splashtop-2-and-splashtop-remote-desktop

FAQs:

http://support-splashtop2.splashtop.com/entries/21545607-the-questions-you-are-most-likely-to-ask-about-splashtop-2

June 26, 2012 21:07
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matt saccomanno

I just upgraded to Splashtop 2 and it works beautifully so far!! Finally I have access to my machines on remote networks again. Thank you, Thank you!!!

The upgrade process went well by following the specific steps given in the "How to upgrade?" link above.

If it keeps working like this then Splashtop has redeemed itself in my eyes. Thanks again.

June 27, 2012 10:55
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Tim Johansson

Since the update I've been having huge problems... 

While on the same wi-fi as my computer, it thinks my computer is on another network(that little satelite dish is in the corner) and then it asks me for a password, one that I have not even chosen. tried typing pretty much everthing i can think of there but it just tells me it's wrong and sends me back to the menu.

June 27, 2012 11:02
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Colleen Smitherman

 On another site I have found a way to log into Lion from the iPad remote.  First set the Mac display to never sleep.  Create a screen saver that is totally black and set it to come on after 3 minutes or shorter if possible.  I have been able to connect all day using this approach. Once I had to tap the iPad screen to get the screen saver to go off and see the desktop. I hope this helps someone.  Colleen in Wisconsin

June 27, 2012 19:08
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Paul Maynard

I just updated to Streamer 2 on windows. It required me to get new user ID and password. Which I have as I am signed in to create this message. But when I enter application and  i type correct user id and password I get error message saying I do not have an ID. What is going on here and should I fix.

June 28, 2012 22:05
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Amanda
I am having the same issue as Paul Maynard. It provides a link where to change password or even create a login but those links cannot be accessed. Reinstall?
June 29, 2012 00:36
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Dan Greene

I'm experiencing the same problem as Paul and Amanda above.

July 01, 2012 09:57
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Justin Nelson

I have also had the problem with logging in. i have reinstalled several times and have even set up new accounts using my other email addresses but none of them work. whats up?!!!!

July 02, 2012 16:11
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Ryan Tseng
Splashtop Inc.

@Paul Maynard, Sorry for caused inconvenience to you. I am afraid that maybe you'd confused Splashtop Account with Support system account. To apply for Splashtop Account, you can only click the Create One link either on the Status tab of Splashtop Streamer or on the login screen of Splashtop 2 client. 

@Amanda, sorry that the link un-clickable is a known issue we will fix in next patch. Currently there is a workaround you can exit and re-launch Streamer to restore its state or to apply for Splashtop Account in Splashtop 2 client on your iPad. 

@Tim Johansson, sorry for caused inconvenience to you. We found an issue that, when logging in Splashtop Server, if you input email address in different uppercase/lowercase form between Splashtop 2 client (the iPad app) and Splashtop Streamer (on your PC), you may encountered the wrong password issue. Hope this resolves the issue you encountered.  

July 03, 2012 04:30
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Justin Tomas

I have just updated my Mac OS X Lion laptop to the new 2.0.0.4 Slashtop Streamer and now my iPad (which I have not had any issues with) cannot connect?  I've created the account that is now required.  Not sure what the issue is?

July 05, 2012 17:24
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Andy Leonard

I just purchased splashtop this afternoon and have been connecting to my PC through my wifi network; it has been working flawlessly. I turned off the wifi on my iPhone to see how 3G would handle it and I have run into some issues. The app finds my computers and allows me to connect 5 out of ten times but will disconnect me after about 25 seconds. I have the optimize for network option selected and changed the frames per second registry.

July 07, 2012 18:19
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Jaff
Splashtop Inc.

@Justin Tomas, If you are using XDisplay and pairing with Streamer 2.0.0.4, you don't need to create Splashtop account yet, please check this link for how to setup Streamer 2 for your XDisplay. http://support-remote.splashtop.com/entries/21658867-how-can-i-conn...

@Andy Leonard, Could you confirm what product are you purchased? and what device are you using? ipad or android device? Please also share us what version of app and Streamer you are using? Sorry we need these info for quickly identify your problem.

July 08, 2012 03:52
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Andy Leonard

I am using the remote desktop on my iPhone. And no worries, the app is version 1.7.5.4 and the streamer is 2.0.0.4. I have been playing around with the frames per second registry to get it to run smoothly but it still disconnects occasionally. Is there a way to add a registry for the "smooth" setting? It would be helpful to have the "sharp" setting be used for at home on the wifi (with a high fps) and the "smooth" setting be used for 3g and having the ability the modify both. Also, I am only getting sound through the app while using headphones; no sound from the phone's speakers. Is this an app issue or iPhone issue? the speakers do work with other apps and music. Thanks

July 08, 2012 14:33
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justin greenhalgh

what do i put in the "server url" ?

July 08, 2012 18:03
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Andy Triefenbach

Splashtop worked fine until I downloaded the new streamer. Thanks a lot! Now the program/service is useless. Very upsetting since I paid money for the iPhone App.

July 13, 2012 20:42
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Jaff
Splashtop Inc.

@Andy Triefenbach,

What client device and what app are you using? If you are using android device or not the Splashtop Remote Desktop for iPad app, it's still conpatible with new Streamer v2, please check this link for how to do the settings.

http://support-remote.splashtop.com/entries/21658867-how-can-i-connect-my-non-ipad-tablet-phone-to-my-computer-with-splashtop-streamer-2-installed

The new Splashtop 2 for android is also coming soon.

 

@justin greenhalgh,

What app do you using? Splashtop Pro?

 

@Andy Leonard,

Splashtop 2 for iphone is also coming soon, it supports automatically changing the display quality by available bandwidth, and you still can use 3-finger tap to switch 'sharp' and 'smooth' mode manually from the opened Control bar.

July 14, 2012 01:53
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andy american

i have splashtop pro. what do i put in for the url?

July 18, 2012 19:17
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andy american

i have splashtop pro as well. what do i put in for the url?


July 18, 2012 19:20
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Peter Green

I use Splashtop to access my Windows and Mac laptops from each other as well as an iPhone and an iPad. I've downloaded and installed the new streamer on the laptops, and the new Splashtop Remotes on the iOS devices, and it is working fine. However, I can no longer access my Windows laptop from my Mac laptop. The Mac is running Splashtop Remote Desktop 1.3.4, which uses Internet Discover and my Google account, but the new streamer uses a Splashtop account, which seems like a disconnect. Is it still possible?

August 12, 2012 23:02
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Peter Green

It actually finds that computer initially, but won't connect to it. It doesn't get past the first of the eight progress indicators on the "Connecting to your Computer" screen before giving me a Cannot Connect message. After that, on the home screen of the Remote Desktop app it shows "could not reach this computer".

August 12, 2012 23:04
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Jaff
Splashtop Inc.

@Peter Green ,

Splashtop 2 app(latest is v2.0.0.6) for ipad and old v1.x app for iphone can use a same Streamer v2.x.(latest is v2.0.0.7 for mac, v2.0.0.8 for Windows)

Splashtop 2 app uses Splashtop account with AAP activated for remote connectin case, and old v1.x including Mac client v1.3.4 still uses gmail credentials logged in(settings in Others tab) for remote connection case. Please try again if you did not setup properly.

August 13, 2012 00:05
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HyunJoon, Kim

I purchased IPad and Mac version of Splashtop. And installed Splashtop Streamer 2 on my Windows system. IPad version connects always successfully but Mac version has problem to connect. I checked all settings. I have set the old GMail access settings but it doesn't works!...

Why you don't upgrade Mac version of Splashtop Remote Desktop? I am very in anger about that.

August 31, 2012 21:47
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S. Klotz

Why does Splashtop initially connect, then immediately disconnect?  This typically happens 9 out of 10 times!

September 10, 2012 16:15
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Jaff
Splashtop Inc.

@HyunJoon, Kim,

What's your mac client version? Google server(gmail) sometimes can't provide a stable service, that why we developped another Splashtop cloud to replace it.

Please try more suggestions on this link to see if there's difference.

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

 

@S. Klotz,

What's your Splashtop app?

Does previous Streamer v1.7.x provide a better and stable connection?

September 11, 2012 02:57
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Michael Bidwell

Hello, I have a Motorola Razr Maxx and lately I haven't been able to connect to my PC while on another network. Whether it be 4G or WiFi. I can connect with no problems when I am on my home network. Also, when I am not on my network and on either 3/4G and/or another WiFi network, it will "see" my PC. It just will not connect. My Splashtop App version is 1.6.6.2 r24816 and the Splashtop Streamer program on my PC is 2.0.0.4. I have a Windows 7, 64 bit PC. It was working fine a week ago, and nothing has changed on my PC or my Phone. Any help would be GREATLY appreciated.

September 21, 2012 14:49
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Michael Bidwell

Update: I have just updated the Splashtop Streamer program on my computer to version 2.1.0.4 and still no connection other than my home network.

September 21, 2012 15:14
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Jaff
Splashtop Inc.

@Michael Bidwell,

Using 3G/4G on Splashtop app though Google server will get an unstable or even no connection is a known issue, it's hard to be totally solved because we have no control over google servers. That's also why we develop Splashtop cloud on Splashtop 2 to replace google server.

Splashtop 2 for Android phone app is coming very soon, please stay tuned and have a try.

September 23, 2012 23:50