There are various scenarios and errors that occur with Splashtop, and this KB 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.
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
Sometimes when connecting via Splashtop, the connection can get stuck and cause an infinite loading screen:
When this happens, we recommend first selecting the "Close any existing session" checkbox, found here:
Once selected, begin the session again by clicking "Start Connection".
If this doesn't work, also try selecting the "restarting the service" blue text that will show after a session is attempted:
Low quality when connecting from Windows
If you notice that the quality is very bad when connecting to a macOS device from Windows, we recommend reviewing our article on this here: Splashtop Low Quality on Windows