Why does my gmail login fail for the "Internet Discovery" feature?

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We have collected some possible causes, and tips for solving the issue or working around the issue, reported by some users wherein the gmail login fails when using the Internet Discovery feature.

  • 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  (for iOS and Android devices).
  • Please make sure the Internet connectivity is still working at the moment when you failed to log in successfully using your gmail credentials.
  • If you can't log in successfully by repeatedly clicking on the Sign in button, it might help to clear the fields, then re-type your gmail address and password again manually.
  • You can try the "test" gmail account shown below, on both the tablet/phone side and on the streamer side, to see if the problem is being caused by your gmail account.

            E-mail:  strst.t02@gmail.com
            Password: 1234qwerstp

caution.gif  NOTE:  This gmail account is for test purposes only.   Not for personal or any other use.  We also recently found that this test gmail address sometimes might not work because there may be too many people using it.  If you happen to encounter a problem using this test gmail account such as "login failed," please go to the Google website to unlock it and try again.  (https://accounts.google.com/DisplayUnlockCaptcha)

 

  • If you have applied for a 2FA (2-step verification) authentication password for the gtalk service, please use the new password (16 characters) generated by Google as the login password for our Internet Discovery feature.
  • If you are using an older version of the Mac Streamer, prior to v1.5.5.2, you cannot use a gmail account with a 2FA authentication password on Mac Streamer.  This was fixed in v1.5.5.2 and later versions.
  • If you have applied for any free DNS domain name from any kind of DynDNS, OpenDNS or NO-IP, etc., please ensure that you did not filter talk.google.com (used by gmail) to be black-listed.
  • Internet Discovery may not work when logging in using your gmail account in an enterprise networking environment, because some networking environments at companies may use a strict policy to block most of the ports, which will also block the gmail login.  In this case, you can try to log in directly via GoogleTalk.
  • If your network is behind a proxy server (as is usually the case in company environments where they want to save some network bandwidth):  Splashtop Remote does not currently provide an interface for users to type an IP address for a proxy server.
  • Using a 3G network to log in to gmail:  Sometimes the 3G signal looks excellent, but you can't determine how many clients are sharing the bandwidth at a given moment.  In this case, you might try the connection later, after peak time, or try to connect via another network and see if there is any improvement.
  • 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.  Open the Windows Start Menu and then click All Programs.  Type "firewall" to 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.

  • There may be times when Google might automatically disable access to your gmail account due to various situations that are considered abnormal or suspicious by the Google system, as listed here.  Depending on the severity or the type of unusual account activity, your gmail account might be locked for a couple of minutes, or up to 24 hours, while Google investigates whether or not your account has been compromised.  However, if you want to attempt to unlock it immediately, you can try to do so manually by clicking on the link below.  Note that trying to log in directly from gtalk can confirm whether or not it's locked.

            https://accounts.google.com/DisplayUnlockCaptcha

  • We have found that Verizon (3G or 4G), and possibly other carriers, are not supporting the gtalk network again.  In this case, our Internet Discovery feature is not able to connect.  A work-around for this is "port forwarding."  Please take a look at this article: http://support-remote.splashtop.com/entries/514213-how-do-i-connect... (Requires some technical know-how...)
  • If you have installed anti-virus software and can't log in with a gmail account, it may be caused by the block of this software.  Please stop the protection of anti-virus software temporarily before logging in with gmail, and try again.

 

 

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103 Comments

  • 0
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    Jaff

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

  • 0
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    Splashtop Support

    @Mary,

    Your computer at work seems behind a proxy server, it'll block the gmail login. Please confirm your IT this point. If so, we are sorry Splashtop Remote currently still does not provide a way to connect through proxy server.

  • 0
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    Tony Eversole

    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?

  • 0
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    Tony Eversole

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

  • 0
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    Quan Le
    My gmail account will not sign in on my iPad. It works when I am on my home network, but not when I'm at my school. It signed in shortly for a bit and then when I reopened the application, it doesn't sign in. It just attempts to verify & stops.
  • 0
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    Jaff

    @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

  • 0
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    Quan Le
    Alright thank you! That is very reasonable.
  • 0
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    Brett Gloss

    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?

  • 0
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    sachin bidkar

    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.

     

  • 0
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    Omar Iturbe
    I have the same issue, trying to sign in to my gmail account, my password has 8 character long but the wheel never stop so I never connect to gmail
  • 0
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    Scott Lane

    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?

  • 0
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    Jaff

    @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.

  • 0
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    Richard Seastrand

    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.

  • 0
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    Jaff

    @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.

  • 0
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    Evan Gillogley

    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

  • 0
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    Steve Mulvey

    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

  • 0
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    Jaff

    @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.

  • 0
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    Steve Mulvey

    @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?

  • 0
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    Jaff

    @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)

  • 0
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    Evan Gillogley

    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)

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    editfmrt

    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

  • 0
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    Jaff

    @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

  • 0
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    Jason long

    "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.

  • 0
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    P.S.

    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.

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    Damaris Whaley

    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? 

  • 0
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    Jaff

    @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.

     

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    chris yeschke

    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.

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    Pat McKinley

    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!

  • 0
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    Jaff

    @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?

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    Pat McKinley

    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!




    SPLog.txt
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