A list of "connection lost" trouble-shooting tips

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Below we have listed some issues reported by users related to lost connections.   We've listed some suggestions that you can try.  If you have had similar problems with different solutions, please feel free to enter your experiences for the benefit of other users.   We will keep adding to this list on an on-going basis.

 

1.  Weak Wi-Fi signal

If your tablet/phone is far from your router (different routers may have different distance limitations), the signal may be weak and therefore it's easier to lose the connection.  Try nearer case to see if it's better.

2.  Connecting via 3G

If you are using a 3G network, sometimes the 3G signal looks excellent, but you might not be able to readily determine how many clients are sharing the bandwidth at that moment.  In this case, you might try the connection later, after peak time, or try to connect to another network and see if there is any improvement.

3.  Connection lost when using a Mac without monitor attached

We are aware of a known issue related to lost connections if you are using a Mac machine without a monitor (such as a Mac Mini).  Please update your Mac Streamer to v1.7.0.4 or later version, and install our virtual driver by clicking the Settings/Advanced settings/Install driver button to solve this issue.

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

If this option is enabled on your Mac Streamer when you encounter "lost connection" issues, please disable it.  Disabling it should solve the problem.

5.  Lost connections due to Firewall issues

This is the most difficult case to solve, because there is tons of anti-virus and security software out there, and routers may have various firewall features that will block or otherwise impact the connection.  Here are some samples: (another link for more firewall related articles)

6.  Clear the memory on your iPad by removing all apps from multi-tasking, or just reboot your iPad.

7.  Forward 3 ports respectively on router:  The default is port 6783, 6784 and 6785.  Sometimes, opening these ports for your computer will help.

8.  Disabling "Dual CPU" in BIOS may solve connection issues (if your computer is old or performance has degraded).

9.  Restart your router:  Especially helpful if you just finished a large downloading process.

 

Again, you are welcome to share your experiences and trouble-shooting tips with fellow users, as we keep adding to this list......Thank you for your responses!

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18 Comments

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    Reteip

    I had this issue since a couple of days. I tried all of the above but didn't succeed.

    Finally i decided to uninstall my ATI display drivers (Uninstall display driver AND ATI software) and reinstall. And without having to restart or reinstall splashtop my Xdisplay does connect again. Maybe it helps

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    Shawn Baker

    None of this helps. The connection is difficult to make and unreliable. This is simply unacceptable performance. (Mac Mini, attached to TV via HDTV, no firewall, good wifi connection, reboot my computer? Please.)

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    Mark Boreham

    I have a MacBook Pro and a PC desktop and I can connect fine to the PC desktop from my HP Touchpad and my IPhone 3GS.  Neither will connect to the MacBook Pro unless it is hard wired into the router then it shows up right away and I am able to connect, what am I doing wrong? The PC shows and connects with no problems at all. I have turned off all firewalls on the Mac and still I cannot connect when it is wireless.

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    Mark A. Rodriguez

    Can you use a verizon 3g hot spot as a source of internet connection for a hp touch pad/splashtop

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    Victor (Splashtop)

    @Mark B., is your Wifi part of the same network as the router or is it a separate subnet?  If it is a different subnet, then you will  need to use internet discovery (gmail login) to connect to it.  If you can connect wit a direct wire to the router, then you should not have a firewall issue.

    @Mark R. yes, you can use the Mifi to connect; however, several customer have mentioned issues connecting due to gtalk being blocked.  Splashtop leverages the gtalk connection to cross the internet.  If you see issues with this, you can try to do port forwarding instead: http://support-remote.splashtop.com/entries/514213-how-do-i-connect-to-my-home-computer-from-outside-by-opening-ports-on-the-home-router

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    Brian Ruiz

    Hi Victor,

    I too am having this problem when trying to connect from my work Mac to my home PC.

    I took a look at the traffic going across my home router and found that when I tried connecting with the mac client, my home PC tried to respond to my work mac's INTERNAL IP address.  This, obviously, fails since my home network has no idea how to get to my work's internal network normally.  I connected my home PC to work via a VPN tunnel and was able to connect to connect my work Mac to my home PC.

    It looks like the Mac client is feeding the wrong information to the PC streamer as to how to get back to it.  Please forward this on to your engineering department.

     

    Thanks,

     

    Brian

    P.S.  I'll post this in a few more places to make sure someone sees it. 

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    Brian Ruiz

    Should have read: "...was able to connect from my work Mac to my home PC."

     

    Also, I just realized I may have posted this in the wrong place, since what I was having was not a "Connection Lost" issue but rather a "cannot connect" issue.

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    Charles C

    I've basically tried all of these and none of them work.  I'm trying to connect to my PC (on another network) via gmail.  I can access it fine from my android phone via 3G, but somehow on my macbook Air keeps disconnecting.  It connects for a fraction of a second, and I can hear a fraction of a second's worth of sound, and then it disconnects again.

    An a separate issue, I'm trying to connect via another PC here to my PC at home, but I keep getting the error "Failed to initialize Audio."  Is there a way I can bypass initializing audio altogether and just connect without sound?  Or is there another fix to this problem?

    Thanks.

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    James
    How come the splashtop cant connect it 24hours? After few hours it will disconnected what is the problem.
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    Dan

    Running Windows 7 Pro and iPad2 OS 5.1.  The computer shows up in Splashtop for 5-15 seconds and then disappears.  When I am able to enter a password I simply get the "cannot connect to your computer message".  What's odd about this is that I was running Splashtop on my old PC with no problems (same iPad, same network...).  Bought a new Acer, installed the splashtop streamer on the new PC and now it wont hold the connection.  


    Windows Firewall has Splashtop as an accepted connection and I have no Virus Software installed (yet).  

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    Jaff

    @Dan,

    Are you connecting via 3g? if so, please lower the resolution to 800x600(ipad side can select this option) to minimize the streaming size to see if there''s difference. Please try to connect in a local network to confirm there's no other blocks between ipad and pc.

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    Dan

    @Jaff - I am trying to connect first on my Wi-fi to keep it simple.  It is not a bandwidth problem.  Splashtop will find my PC on my home network, show it is available for 5-15 seconds and then it looses the connection.  All other iPad apps still have full connectivity, so it is not a Wi-fi problem.  It has to do with the connection between the two Splashtop apps.  

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    Don Tregenza

    I recently had an issue connecting to a new computer, and what appeared to be an internet connection/ wifi conflict, between my old and new computers.  It occured after I performed a data transfer between machines using the built in Windows 7 transfer program.  As part of the transfer process it imported the Windows profile from the old machine to the new machine, then Splashtop seemed to flip between the two profiles when discovering the computers.  Internet connection with google was logging in and out on a periodic cycle.  The IP addresses for the two machines were maintained, but the computer name sometimes changed.  Simple fix was to shut off one of the two computers.  I have now abandoned the older computer.  I am sure I could have played with the registry settings of the profile but I don't have time for that.

    Incidentally, Splashtop was a huge benefit, as the main fault with my old laptop computer was a failed display.  I used Splashtop to view the display output on my Playbook and was then able to enable a remote display.  This allowed me to transfer data to my new machine....thanks Splashtop....now if you could just get the connection issue bugs resolved.....everything was working fine on my Playbook and Samsung tablets until recently, now I get intermittent internet connections.

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    Kent Garrison

    Does anyone actually know why this happens....I loved this software until I answered yes to Streamer update...now it is useless....keeps disconnecting...tried everything I know and still happens...unless Splashtop is forcing u to buy it again....I haven't done that...

     

     

     

     

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    Kent Garrison

    Well I was able to get it to stop disconnecting by uninstalling the version 2.5.5.4 streamer and installing the older version 2.1.5.2 now it is solid again...no more updates for me...

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    Alex

    @Kent Garrison,

    Thanks for your update, we are actively looking into this issue.

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    Laura Pino

    Hello,  I am using Splashtop to connect my home pc (Dell, Windows 10 hardwired) to my work computer (Dell, windows 10, hardwired).  The connection constantly drops.  I am not sure what to do to keep a connection.  Get fiber optic?  Any help is appreciated.

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