Why is Splashtop Remote on my iPad crashing?

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Some users have written to tell us that the latest Splashtop Remote client update (v1.5.5.1) for their iPad crashes.  If this has happened to you, please provide information below about your configuration, and the situation/steps you performed prior to the crash, so we may help to identify the problem.  For example:

  • Tell us the client device and the OS version; such as iPad2 running iOS 5 beta 5, etc.
  • Tell us the OS on which Splashtop Streamer is running, such as Windows 7, 64 bit.
  • Were you logged in to gmail?
  • Was this a new installation, or an upgrade?  If an upgrade, from what previous version?
  • Any other information that might help us to identify the problem.

 

So far, we are aware of the scenarios listed below, followed by some suggestions:

1.   Some users report that they were connected to a PC successfully, then they logged off of Windows.  The client app then tries to reconnect, but fails and crashes.

  • Solution:  Restart the app and it should connect again successfully.

2.  Some users report that they tapped the Splashtop Remote app icon; then after the Splashtop animation, it went back to the iPad Home screen immediately.

  • Suggestion #1:  Remove Splashtop Remote Desktop and re-install from the App Store.
  • Suggestion #2:  Remove unused apps running by multi-threads (double-click the Home button and tap-and-hold on the icons at the bottom of the iPad) or restart the iPad.
  • Suggestion #3:  Make sure you are using Splashtop Remote v1.5.5.1 on the iPad; and Splashtop Streamer v1.5.5.4 or higher if on Windows,  or v1.5.5.2 or higher if on Mac.
  • Suggestion #4:  If your iOS version is 3.x, try updating to iOS v4.3.5.  This should solve the problem.
  • Suggestion #5:  If you are using the "Use computer's native resolution" setting on your tablet/phone, and connect to a Windows Streamer with a resolution higher than 2048, the Splashtop Remote app may crash.  Currently this is a technical limitation.  As a work-around, please lower the Streamer's resolution to 1920 (or lower).
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53 Comments

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    Alvaro Planchart
    I tried all the suggestions you mentioned here but none work. Please help me. I have successfully connected to my remote computer for a few weeks until I installed the newest version. Here is my information: -Client device and OS version : ipad1 iOS version to 4.3.5 -Streamer OS : Windows 7 64 bit -with gmail logged in? yes -new install or upgrade? Upgrade. if upgrade from what previous version? I don't know. Must be the prior to the current version since I have been a user for just a few months
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    Michael Johnson Jr
    -Client device and OS version : ipad2, iOS 4.3.5 -Streamer OS : Mac OSX 10.6.8 -with gmail logged in? yes. Logged into gmail, but connecting via LAN -new install or upgrade? Upgrade I've only had splashtop for about a couple of weeks. When i first installed it, everything appeared to work fine. Shortly after I installed it you all upgraded both the ipad client (1.5.5.1) and Mac streamer (1.5.5.2). I installed both and immediately started having problems. The weird thing is it works fine away from my home using gmail, or when I'm connecting via LAN and I am in the same room as my router. The moment I go to my bedroom, the furthest room from my router in my one story home, the connection begins to skip and the app crashes. I have a router that is Dual band (5ghz and 2.4ghz), and it happens in either mode. I know it's not interference or a slow connection. All other apps/internet connections work fine in both modes in my bedroom with a strong connection. I've tried all your recommended steps and none have worked.
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    Joe leonardo
    Splash top drops the connection randomly. There are no circumstances that are a repeat offender. I'm using ST with an ipad2 and my notebooks is running windows 7, 32 bit.
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    Paige thompson
    I bought it the day before yesterday and when i try to open it it says splashtop and goes straight to my ipad home screen. :P
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    Paige thompson
    Its an ipad one
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    Jack Akins
    I a have the most recent splash top version and ipad1. I used to be able to use the app but now when I try to launch, it crashes right after the splahtop logo shows and takes me back to the main screen. I have tried reinstalling and rebooting with no luck. Please help!
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    Jaff

    @Paige, Jack,

    Please confirm if your iOS version on your ipad1 is version 3.x? update to iOS 4.x can fix this issue.

    Hi all,

    We just released a new Windows streamer v1.6.0.1, it improves the connection capability a lot, please have a try.

    http://www.splashtop.com/streamer/download

    After finish the installation, please restart your computer to avoid unpredictable disturbing.

    For Mac streamer, it's coming soon, please stay tuned.

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    Jack Akins
    Hi Jaff - I was on 3 and just upgraded my iPad to the latest 4 ver. And now I am good to go.
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    Mathew Meyerotto

    iPad 2 with Macbook Pro 2.3 ghz i5 running  10.6.8  App is unresponsive and crashes within minutes of starting up.  Tried restarting, rebooting and re-installing to no avail.  I have also tried disabling bluetooth to no avail.  Would appreciate a fix or my money back.

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    Kelly

    @Mathew Meyerotto,

    What is your iOS version? Have you also checked the suggestion #4? Please update your iOS version to 4.3.5 if it is 3.x.

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    Michael Carney
    For myself I am a new customer so i have the latest versions of both the remote and desktop apps. I am running the remote on an iPad 2 with 4.3.5 and a Mac Mini with the latest version of Lion. I experience the disconnect when i am watching on the desktop a live stream of a football game run by the Wingate University athetics department. They seem to be using a flash based format to accomplish the streaming.
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    Liam Duggan

    Hello. I have an iPad 1st edition running iOS 4.3.5 software. Splashtop Streamer is running on my macbook pro with version 10.6.8. It is running Snow Leopard. I am logged into gmail, and it was a new installation. I will be able to get on for maybe a few seconds, but then the app will crash and will go to the home screen. I have not tried the new helpful tips, but plan to do so very soon. 

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    jacks

    I have Ipad2 and OS 4.3 ...!
    my splash Splashtop Streamer 1.6.0.1 and Splashtop Remote Desktop 1.6.0.2 in my ipad...!
    it's work great with my laptop's wifi ( win7 , 64 bit )  and i like it very much and prefer it to other similar apps, but when i want to access my pc outside of my home by sign in google account , it can find my ipad , but the app crashed and show my apps...! i reinstall app and  Splashtop Streamer many times ,and close other apps but i still have this problem..!

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    Thomas Cook

    Worked ok until upgrade to iOS 5... Will an update come out soon?

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    Jaff

     @Thomas,

    Here are some suggestions for you to try:

    1.remove Splashtop Remote Desktop app from ipad/iphone then reinstall

    2.uninstall Streamer on windows/mac then reinstall

    3.do nothing, only restart computer and ipad/iphone

    We still don't know why Splashtop Remote will temporarily get glitch after update to iOS5, but some users told us above suggestions work for them.

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    Nate Gordon
    I am fully up to date for iOS as well as Splashtop on iPad, iPhone, and desktop. App only opens up every 4-5 times I click on it - otherwise it starts to open and crashes after title screen. On the rare occasions it does work, it disconnects and crashes after a few minutes. I have deleted and reinstalled all apps and fully restarted the iPad, no luck. Are you working on a fix for this, and if somewhen do you expect it to be released?
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    Victor (Splashtop)

    @Nate, have you ever connected?  It sounds like you have a firewall issue blocking Splashtop Streamer on your computer...  Please refer to these firewall tutorials: http://support-remote.splashtop.com/forums/298564-tutorial-videos

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    Nate Gordon

    Victor,

     

    Yes, I've connected often. I had not done so in over a month, but this week tried again and the app crashes on me. It's not a firewall issue, because the app is crashing BEFORE it connects to a computer, during the Start-Up process (I see the Splashtop logo and then it goes back to the iPad home screen). As I said, on the rare occasions where it does connect, it doesn't hold, but since the app crashes either during start-up most of the time, I am confident it has nothing to do with my computer (and there have been no firewall changes over the past few months).

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    Victor (Splashtop)

    @Nate, for firewall problems it would fail during the connection process as well.  It might be worth a quick check to turn off your firewall and anti-virus and see if there is still an issue.  Since you mentioned that ipad/iphone/desktop app all "crashes" while trying to connect suggests that the problem is on your computer side.  Another test would be to use ipad/iphone/desktop to connect to a different computer if you have one.  One other thing other customers found out is that their router had a firewall...

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    Nate Gordon

    My desktop app is not crashing, just the iPad and iPhone. And as I mentioned, it's not even reaching the connection process - the app is crashing on starting up, nothing to do with connecting to the device. When it does connect, it then crashes anyway... but since it rarely reaches the connection process but crashes before it gets that far, I have to assume it is an app problem (when an app crashes on the start-up screen, that's an app problem - it's not opening). I can't disable the firewall and anti-virus at work - which is where I use the app. Until 5.0 and your most recent update, it worked fine.

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    Nate Gordon

    I give you your quote in response to the one before mine: "We still don't know why Splashtop Remote will temporarily get glitch after update to iOS5, but some users told us above suggestions work for them." This seems to indicate that you know it's a problem with iOS5. How are you working to make Splashtop fully compatible with iOS5?

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    Jeff Louie

    Still having crash issue after following tips for uninstalling / reinstalling all apps on iPad2, iPhone, and MacBook (streamer). Currently running iOS 5.0.1, And Lion 10.7.2. Initial connection seems to be fine, but crashes within 2 minutes.

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    Victor (Splashtop)

    @Nate, we continue to do testing for issues with IOS5 and such.  If you have not created a support ticket, then please do.  Then our support team can get additional details to figure out the issue.  http://support-remote.splashtop.com/requests/new  Thanks for clarifying that your desktop app does not crash, so it does narrow it down to potentially  ios5 related.

     

    @Jeff, when you say crash does the app close out completely or does it just loose connection.  If it is a connection lost, you might try to change your resolution setting to 1024x768 to reduce the bandwidth and see if it improves.

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    Nate Gordon

    Victor - it started working fine two days later, without me doing anything beyond complaining, so not sure what's up. I'll try to recreate the exact situation that caused the problems (a room I don't normally use), and see if it happens again. Now I'll move on to figuring out my problems with the Whiteboard app. :-)

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    Nate Gordon

    Victor - I'll ask it here since it is related. I purchased the Whiteboard app. Works fine on my computer. I installed the most up-to-date version of the Streamer on a colleague's computer who might use it. The Whiteboard app kept starting to connect (saw a message on Streamer on her computer saying it was connecting) but then got an error message on the iPad (Cannot Connect to Computer) and the app crashes. I then tried Remote Desktop on her computer and it worked fine (although the first time I tried it it would not connect because the desktop said another Splashtop app was controlling it), returned to Whiteboard and no luck.

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    Kelly Kindopp

    Same issue as everyone else, IPAD 1. OS5, Win7 64 bit, system was great until you upgraded it now it just crashes, I might get it to stay connected for 1 min if I am lucky.

     

    please fix this issue ASAP

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    Kelly Kindopp

    Oh, I have the latest release of both the desktop and the IPAD software

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    Timothy Yung

    I'm running into this problem, too. The moment it connects to my desktop, the app crashes (without ever seeing the desktop).

    • iPad 3 running iOS 5.1
    • Windows 7, 64-bit
    • I am logged into Gmail, but both devices are on the same LAN.
    • This is a new installation (on both devices).
    It did not crash when I let it use my iPad's resolution (the default setting). When I changed it to use my desktop's native resolution (2560x1600), it started crashing.
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    Jtjohn84
    I believe it is a problem somewhere with the iPad three. Me and a fre I end both with iPad 3 are having the same issues in that the app crashes on opening. However another friend who has an iPad 2 is running the app just fine. The app also works on my iPhone 4 perfectly. So this tells me it is with the iPad 3 somewhere. Hopefully we can get some answers quickly
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    Jaff

    @Timothy Yung,

    It's a known limitation when Streamer(Windows) resolution exceeds 2048, ipad may get crashed when attempting to connect. Please set Streamer resolution lower like 1920 or lower to see if there's difference.

     

    @Jtjohn84,

    We are still waiting iPad3 to have a test, before it's arrival, please try the steps to clear cached memory on ipad, then try again.

    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.
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