If you run into problems with Splashtop, here are some things that might help.

Allowlisting Instructions

If Splashtop is not installing after being applied to the policy and you don't see any errors, it's likely being blocked by an AV or Firewall. Run this tool to test for issues. 

We also suggest allowlisting the following where applicable:

• SRManager.exe (Windows only)
• SRFeature.exe (Windows only)
• *.api.splashtop.com (* is wildcard)
• *.relay.splashtop.com (* is wildcard)
• https://my.splashtop.com/
• https://splashtop.com/

Note: You may need to allow Amazon Web Servers, which is where these servers reside (amazonaws.com) 
Additionally, port 443 needs to be open, including non-SSL traffic.

Logs can be found on the local asset under C:\ProgramData\Syncro. The Syncro Service Runner log should give further information about what is happening during the install.

Tip: Splashtop also provides this whitepaper on firewall exceptions and domains that need to be allowlsited.

Bad Install

If you're encountering install issues with Splashtop, we recommend running an uninstall Script (Windows only) in the Syncro Community Library.

Splashtop Doesn't Install on the Local Machine

See the Allowlisting Instructions.

Trouble Connecting/Condition Not Satisfied Error

If you receive the error:

Splashtop says: Condition Not Satisfied. (Source IP address check, SRS rmm_id not matched)

there are a few steps you can take:

• It may be related to the client/version. First, check to see if the Splashtop Streamer was installed as this will be required to launch the session. Then try disabling it from the policy and enabling again. 
• You can use background tools to restart the Splashtop Remote Service on the asset you're trying to remote into.
• If those don't help, you can reach out to Splashtop support. If there is a communication problem it’s often a firewall or AV issue.

Hearing Sound from the Local Machine

By default, Splashtop streams the sound from the local PC to you during a session. This can be disruptive if you are on a call over the net. Sound settings can be adjusted through the Splashtop Streamer, located on the local PC.

The "Output sound on this computer" option will disable sound from the end user's machine during a session:

Hardware Issues / Black Screen

If the local PC is experiencing hardware issues only when Splashtop is installed or a black screen is appearing, try this:

First, ensure all drivers are up-to-date. If this does not resolve the issue, try using the Mirror Driver which can be installed from the Splashtop Streamer. With a mirror driver installed, the Splashtop Streamer will use a different way to process the screen information:

Session Appears Blurry / Low Resolution

If the remote access session appears blurry or has low resolution, adjusting your video settings may help. 

In the Splashtop for RMM application, navigate to Options > Advanced Settings > Video Rendering Options. You can also try enabling/disabling hardware acceleration.