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 v18.104.22.168+Streamer v22.214.171.124 (for Windows), or v126.96.36.199 (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.
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 v188.8.131.52, you cannot use a gmail account with a 2FA authentication password on Mac Streamer. This was fixed in v184.108.40.206 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.
- 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.