There are various scenarios and errors that occur with Splashtop, and this article aims to address all of the most common errors.
"The session password is incorrect. Please try again" or "splashtop streamer not found error"
When these errors occur, the first step is to make sure that the application is actually on the device. The easiest way to check for this is to simply check GoLive > Software for the "Splashtop Streamer" application:
If the app is there, it's also important to account for whether this device has/had a separate Splashtop version installed. Two different Splashtop licenses may not exist on a device at the same time, and if this is the case, you must choose between one or the other.
To verify an Addigy Splashtop installation, you can look at the "Addigy Splashtop Installed" device fact.
Reinstalling Splashtop
Note: Reinstalling Splashtop using these commands will require the end-user to re-approve the Screen Recording permissions for Splashtop.
Before reinstalling Addigy's version of Splashtop, you must first run this command:
sudo rm -f /Library/Addigy/st-installed-version.txt
Once this file is removed, Splashtop can be reinstalled by running the following command:
sudo /Library/Addigy/go-agent policier install splashtop
This command will remove any pre-existing installations of Splashtop and install the Addigy-specific version.
Infinite loading in the Splashtop for RMM app and "Splashtop streamer offline error"
When this happens, it's best to first verify the device is in a stable state. This means that it's logged in (ideally) and has a stable connection to the internet.
While the error states the streamer is offline, it's possible that a pre-existing session may be stuck. Existing sessions can be closed by going to GoLive > Splashtop (top-right) > Show advanced settings > Close any existing session:
If that does not help, select the "try restarting the service" text. This will only show up after a session is attempted by clicking Start Connection.
If none of the above steps help, it may be worthwhile to reinstall Splashtop and/or place the device on a neutral network, such as a hotspot.
Low quality when connecting from Windows
If you notice that the quality is very bad when connecting to a Mac from Windows, we recommend reviewing Splashtop Low Quality on Windows