How do I do remote support using Splashtop?

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Splashtop is the simplest way to remotely support all of your and your clients' computers from anywhere. You can easily deploy Splashtop, manage user access, transfer files, group computers, and, of course, remote control the computers at the highest performance possible.

For unattended support, check out Splashtop Remote Support.

For ad hoc support with no agent installation, check out Splashtop On-Demand Support.

Getting Started with Splashtop Remote Support

  1. Sign up for a free trial at www.splashtop.com/remote-support.
  2. Log into my.splashtop.com and create your deployment package.
  3. Share the deployment package with users whose computers you need to manage, either by sending a link or by sending the streamer installer and your unique 12-digit code.
  4. When your users install the streamer and enter the code, their computers will become accessible to you.
  5. Download the Splashtop Business app to see and access those computers. The app is available for Windows, Mac, iOS, Android and Chrome.
Have more questions? Submit a request

Comments

  • Avatar
    John

    Deploying the streamer from my deployment console only allows ME to download STREAMER that can use the 12 code. STREAMER cannot be emailed due to the 19MB size. What you need to do is redesign the deployment console so that when I add a new deployment all I have to do is enter their email address and click send.  The email created from the deployment console should contain a link to download the software PC or MAC and the 12 digit code the deployment console created. OR give us a DEPLOYABLE DOWNLOAD LINK that allows for the entering of the 12 digit code during installation. A standard download of the streamer only offers username and password login and not entering the 12 digit code.......

  • Avatar
    Spencerkearton

    I agree with John. I am definitely a fan of your pricing, but trying to explain where to enter the code, how to enter it, etc. seems beyond some of the general users I typically assist and would get them flustered before we get started on their current problem.

    Being able to email a link to the download with the code pre entered, or a different kind of pop-up to enter the code in would be a very awesome addition to your current offering.

    Also if they were able to enter their email address as the computer name when installing, that would be great too.

    Thanks for the great work you have done so far, and also for the free trial.

  • Avatar
    Support

    @John & Spencerkearton,

    Thank you for your suggestions, we are working on adding a page providing download link of deployment Streamer and basic instructions to set up it on clients' computers, it should be included very soon in the future; thank you again for your kindly suggestion to make Splashtop better!

  • Avatar
    David

    Does each PC require a unique code or is each code for a "group" of PCs?

  • Avatar
    Support

    @David,

    Deployment code is tied to deployment Streamer, so every PC with same deployment Streamer installed will need to insert same deployment code.

    You could create a new deployment Streamer with different code by your needs.

  • Avatar
    Robert

    I would buy your product immediately if there was a deployment option that did not have the end user having to type in that code.  I really like the product, but that issue would cause so much confusion for my end users that it would be useless.  I'll have to keep looking for a different product.

  • Avatar
    David

    @Robert

    I thought that too but figured I'd try it anyway. Honestly, I haven't had any issues at all. I have some pretty challenging end users too.

    The biggest problem I have is that end users want to enter their own email address in the email field and then they ask me for a password or use the code in the password block. However, if they look at the visual directions provided on the download screen, its pretty darn simple to install.

    I've been using Splashtop for about 6 months and I think its wonderful for the price. For some clients I use it as a supplemental solution to LogMeIn or Teamviewer. For other clients, I use it as their primary remote support.

    Its worth a try. Your end users may be better than you think. At least its not something they have to do every time you need to remote in.

  • Avatar
    Aperez

    The product works but this method of deployment for remote user support is not at all viable for weak or even average users. The install package is on the heavy side at 19 megabyte. No user should be entering a 12 digit code. Getting right to the point a single click deployment for remote desktop support is a must. The reason for this is simple. Most users are wither weak or cannot following even the simplest of instructions. This is a stark reality. There is BOMGAR, LogMeIn123, TeamViewer, etc. and these products deploy with relative ease and most deal with UAC nicely. There is confusion for getting this all going. It is not as simply intuitive as expressed by the advertising. There is a nice price point here and the industry is looking for a viable, easy to deploy product. I hope you guys make it happen.

  • Avatar
    David

    @Aperez... you are absolutely right, most people can't follow the simplest of instructions.

    I'm not sure if you're on the phone while they deploy or not. I always have the user copy/paste the code. However, some don't even know how to do that.

    One thing you may consider is a really quick "how to" on a webpage or email before they click the link to go to the download page. This could be with detailed screenshots or even a quick video.

    Just a suggestion until an easier method comes.

  • Avatar
    Tech

    This is the second time I was almost ready to push the "Purchase" button.

    1st time: I saw that there is no File Transfer. Gave up.

    File transfer fixed in the mean time.

    Now, I see there is no fast way of opening a remote session.

    Users have to download a pretty big file 19 MB.

    User has to copy the 12 digit code.

    User has to complete the installation of SplashTop.

    User has to agree to the terms and Co.

    User has to paste the 12 digit code.

    Why on earth would any sane person want to do all that when far simpler solutions exist?

    And why on earth would I want permanent access enabled on other computers?

    For permanent access I have the built in and far superior Remote Desktop from Microsoft.

    For instant support all that is needed is:

    1. Click a link and download the file.

    2. Run the file

    Now either the file connects directly to your streamer or the client has to tell you his/her code.

    1. I input the user's code and connect.

    That should be it!

     

    Whoever thought this process most likely never worked with normal PC users.

    Too bad.

    This is my 2nd time I give a pass on SplashTop.

    At this time would not consider working with SplashTop even if it was free for Business use.

  • Avatar
    Spencerkearton

    The deployment is definitely an issue. When the link is created, and the user clicks the link agreeing to my services, then the instruction page pops up. That was a definite improvement. One downfall is that while clicking the download button, in Chrome it targets a new blank window and the users have been calling to tell me they are stuck on a white page. Can we change the target to download the link while remaining on the instruction page? If not, can we make the blank page tell them to click the little x so I dont have to send pictures?

    Your price is why I am here. I'm just a part time dude making some side money. I typically deploy and install while I have possession of the machine for any type of service, and then inform them that all they have to do is open the streamer and call me in the future.

    If we could make this easier, it would be beneficial for everyone. Not embedding the deployment code seems like a big miss. I know its not for privacy since the code is within the deploy link. Is it just a back end issue? Maybe I can find someone to help you.

    Other minor annoyances I experience are that on the clients screen when I attempt to login, it kicks me off, and then I have to log back in occasionally, but not always. It does it most on machines that I have used remote desktop on within LAN. An "Are you sure you want to disconnect" prompt confirmation would be nice also because I'm a dimwit and click the wrong x occasionally.

    If I could make a feature request beyond improved deployment, I would like to see machine uptime, or last seen features. Mesh Central has a cool setup, I'm not sure if that's part of their open source code, or if it's Intel's.

     

    The product itself is okay. It's not the best, but priced accordingly. Please don't take any of my commentary as insult, I just had a few moments to follow up. I've been a customer for 5-6 months now maybe? I'd love to be clamoring for the upcoming renewal fee, or suggest Splashtop to more folks but I'm not quite there yet. 

    Thanks for steadily improving things. It's definitely gotten better, I'm just an impatient jerk sometimes.

     

     

     

     

  • Avatar
    Spencerkearton

    Sorry to post twice. I thought of another thing. When I click the link for deploy in my.splashtop.com on a fresh Windows 7 install, the Deploy button doesnt work. I always have to install Chrome first or access a previous deployment package from my cloud storage. Is that an IE9 issue? Would a small text link below deploy solve that issue?

  • Avatar
    Info

    If you download and install "InstallForge" you can create an installation file to include the splashtop.exe file from the deployment section when your new executable is built. Within InstallForge (or any other program that does the same thing, like an installer creator) you add the silent install command like so:

    prevercheck /s /i dcode=7your_code,confirm_d=0,autologin=1,hidewindow=1

    Once this is complete you then build your own installer that includes the splashtop deployment file. During the installation it will do a silent install of splashtop and in a few seconds the computer will appear in your dashboard. So once your installer is built this is what will happen:

    Customer downloads file.

    Customer runs the file.

    Customer hits next to start install.

    Splashtop is installed silently.

    Customer click Finish to close the installer.

    You can now connect to the computer. I hope this helps others that were asking for that quick connect scenario until splashtop can configure this feature. We are currently using this process to get around the part of having the customer enter the code, etc.....

  • Avatar
    Tom

    @Info Great solution!  Thank you!

  • Avatar
    Alan

    @info, I can't get this to work. Can you please tell me step by step how to configure the Build in InstallForge? Thanks!

  • Avatar
    Info

    First modify the following command line with "your_code" from the Deployment Package you created. This is in the splashtop dashboard under Managegement->Deployment.

    Streamer.exe prevercheck /s /i dcode=your_code,confirm_d=0,autologin=1,hidewindow=1

    The required entries in Install forge:

    In the General Area put a Program name or something as this will create the path Program Files\etc...

    In the setup section select files.

    Then click "Add Files" and locate the splashtop streamer file (I had already renamed it to splashtop_streamer.exe).

    In the Files tab uncheck the box that says "Allow user to change installation path". I do this so the user does not get prompted during the install.

    Then select Uninstall Tab and just check the "Include Uninstaller". I do this because I hate software that does not come with a quick Uninstaller. However, this will only uninstall this setup package and not the actual Splashtop application once installed.

    Then select the commands tab and click "Add".

    In the pop up window make the following entries:

    Type: Execute Application

    command: <installpath>\splashtop_streamer.exe

    parameters: prevercheck /s /i dcode=your_code,confirm_d=0,autologin=1,hidewindow=1

    Then just click on build, select the location to save the setup file and click on the build button.

    Thats it. Now you send the new file to the customer and it will install the splashtop streamer in just three clicks.

    Click one to run the file.

    Click two to hit next.

    click three to Click Finish.

    I am still working on how to uninstall the streamer but the reason it has become challenging is because I need a builder that has uninstall options because InstallForge does not have that capability. I guess this is the difference between buying an installer builder or a free one.

    I hope this helps.

  • Avatar
    Alan

    Thanks for the help! Works great if downloaded through IE or Firefox. When downloaded through Chrome, I get "Splashtop.exe is malicious, and Chrome has blocked it". Guess I'll have to make sure new customers open the link in IE, unless anyone has a way to make it look legitimate to Chrome?

  • Avatar
    Support

    It seems that the computer I need to connect to must be already signed in for me to access it.  Is that true?  Because after a reboot TEAMVIEWER allowed me in immediately but SPLASHTOP is showing the computer as OFFLINE.  How come?

  • Avatar
    Spencerkearton

    Uninstall and then when installing allow it to install for everyone rather than the (just me) option.

    If you limit which users can see it, then it can't run as a service at the log in screen until speficied users sign in. I think this is the root of the issue. Haven't personally confirmed, just something I've witnessed.

  • Avatar
    Support

    @Spencerkearton I did install for all users.  Maybe it was because the REQUIRE WINDOWS PASSWORD option was checked.  I will try it again with that unchecked and will reboot.

  • Avatar
    Support

    One more question - can anyone tell me why I should not quit the LOGMEIN CENTRAL service which is now RIDICULOUSLY priced?  Are there any problems with supporting my clients with SPLASHTOP instead of LOGMEIN?  What am I losing?

     

    Thanks in advance for sharing the wisdom :-)

  • Avatar
    Spencerkearton

    Sorry for the incorrect answer and good luck!

    Logmein central prices are how I ended up here.

    Though some solutions have been mentioned, there are still many features that Splashtop lacks, or does in a manner that's less efficient. Deployment is my biggest problem. I need to create my own installer. Other things missing compared to log me in would be lack of task manager, system metrics, chat, last time online, etc. Compared to teamviewer the feature set is very similar IMO other than the easier deployment.

  • Avatar
    Pblank

    An automatic "deployment package" for each defined computer group, with the group's code built-in, should be offered.  Really no good reason why it isn't.  This should be as easy as possible to do.

  • Avatar
    Natemulli

    I also agree, I am in the middle of a trial, but the deployment process seems amazingly complicated.

  • Avatar
    Contato

    In login screen, the splashtop disable. Logmein work in login screen. Is possible this?

  • Avatar
    Support

    @ Contato,

    Splashtop still works at Windows log-in page. When you saw the issue, the computer profile is offline or online in the computer list? 

    Could you please also try to restart the router to see if it helps?

  • Avatar
    D.Spink

    I agree with the comments regarding installation. For the "average" non-tech end user it's quite a challenge to get the software installed! Plus the current download page shows a picture of what the SpalshTop application window looks like - without exception my users tell me they can "see the splashtop screen, but the code is typing itself in" - they think the example of the application window IS the application window. What's worse is that they'll then click on it trying to make it work which sends the SplashTop installer behind their browser window so they can't see it. It leads to frustrating minutes wasted on the phone talking them through the process.

    As for entering the deployment code automatically - surely even something as simple as adding the code to the end of the downloaded filename would work? The program could parse its own filename and pluck out the code if found. Simples?

    Once installed I have to say it works great - love it. Happy with the subscription model also rather than larger initial outlay.

    David

  • Avatar
    Pblank

    This confuses so many end-users it's ming-boggling.  I have taken to having them download and temporarily run TeamViewer, logged into their computer and THEN installed Splashtop myself. Kinda nuts but it works.

  • Avatar
    Alan

    We created an install exe using "install forge" as detailed above. WE send the client a link to the exe from dropbox and they download and install. No code needs to be entered. The only user interaction is clicking the link, running the exe and that's it.

    Working great!

  • Avatar
    D.Spink

    Hi Alan - yeah, I read your previous comment about that. I'll take a look at that - thanks for sharing your method. Only thing that concerned me was the malicious software notification someone mentioned might appear when downloading with Chrome. but I guess it's easier to make sure the client is using the correct browser than talking them though the entry of the codes, etc, etc !!

     

    David