How do I do on-demand support with Splashtop?

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Get Splashtop On-Demand Support (SOS) to instantly access your customers' computers without them having to pre-install anything.

Learn more about Splashtop On-Demand Support.

Sign up for a free trial.

3 Simple Steps

  1. Ask your customer to download and run a program from sos.splashtop.com. No installation needed.
    The SOS program can run whether the customer has an administrator account or a standard user account on the computer.
  2. Your customer tells you the 9-digit session code that’s shown on the screen.
    screenshot_asrs.png
  3. Enter the session code into your Splashtop Business app (for Windows or Mac).
    The session code field is either on the home screen or under the SOS menu.
    Please be sure to download and install the latest version from www.splashtop.com/downloads#b (v3.0.4.x or higher required).


    screenshot_client_commercial.png

    That's it!

Ending the Support Session

The user whose computer is being remotely accessed can end the support session by clicking on the "Disconnect" button or by exiting the SOS program.

The user can delete the program from the computer and just download it again from sos.splashtop.com when needed.

The technician can disconnect the support session by closing the session window or by clicking on the "Disconnect" icon in the in-session control bar.

Connect with admin rights

Notes

  • Each technician can have up to 10 concurrent sessions from one machine at a time

  • The session will disconnect if the computer is rebooted, logged out, or switched to another user account.
  • A new session code is generated each time the program is launched.
  • If the SOS program stays running (e.g. not re-launched), the same session code can be used to re-connect to the same computer.
  • If the SOS program is run under a standard user account, Windows UAC and other privileged screen elements will not be visible on the technician side. The technician will not be able to see or control admin-level elements.
  • If the SOS program is run under a standard user account, Ctrl-Alt-Del cannot be sent remotely to the end user's computer.
  • Please contact our support team if you run into any issues.
Have more questions? Submit a request

Comments

  • Avatar
    Support

     Will it be branding/logo for the file.exe?

  • Avatar
    Support

    @Support,

    This is not supported at this time but planned.

  • Avatar
    Phil

    When I send my client to sos.splashtop.com, after serving up the download it redirects my client's web browser to a sales page for Splashtop SOS. No offense, but I really don't like this. If I want to redirect my client anywhere, it would be to a page that emphasizes my brand, not yours. The only way around this that I can see would be to regularly download the .EXE myself and serve it up from my own website so I can make the redirect (if any) something which is relevant to my clients (who are, generally speaking, not likely to be your prospects - not for the SOS product, anyway).  Am I missing an easier solution here?

    I recognize the value of the simple, universal URL to send people to.  But I'd much rather have the simple URL with a /myname appended to the end of it and be able to claim/specify my own redirect URL in settings, not to mention get a branded version of the .EXE.

    Truth be told, even the branding (white label or co-branding) is not terribly important to me (though I'll certainly embrace it if it comes along), but if there's going to be a redirect after file delivery, it should be something I choose not a landing page for the support tool I'm using.  I know the product is young, so maybe that's just where you've got things for the moment - but long term the redirect as is just really doesn't make much sense for us, your paying users.

  • Avatar
    Chris

    I'm interested, but need to know more about costs. Will the $100 be in addition to my current Splashtop Business subscription? Will you do a "combined" price? (Do these questions make sense :-) ) ?

  • Avatar
    Borut.Verc

    Hello, my SOS function to support customers is grey, and i can t od anything.

  • Avatar
    Simon

    Hi,

    Will you be adding on-demand support to the iOS app?

  • Avatar
    Support

    @ Borut.Verc,

    Did you sign up or subscribe SOS? You could refer to the link below for more details:

    http://www.splashtop.com/sos

     

    @ Simon,

    This is planned, but I don't know the solid time schedule.

  • Avatar
    Chris

    Repeat comment / RFI:
    I'm interested, but need to know more about costs. Will the $100 be in addition to my current Splashtop Business subscription? Will you do a "combined" price? (Do these questions make sense :-) ) ?
    Chris

  • Avatar
    Support

    @Chris,

    Yes $100 is the additional fee. SOS and Splashtop Business are different products.

    As for the combined price, I suggest that you could contact our sales, I am not sure about it. 

    You could mail to sales@splashtop.com with your question, our sales would like to help. 

    Hope this helps!

  • Avatar
    Chris

    Can't see the advantage of SOS then. I'd have to pay an extra $40 a year, and all I'd get for that would be a somewhat easier process for ad-hoc support. Where there's an ongoing relationship, installing STB is not a problem.   

    Also, your claim about High Performance doesn't seem to stack up. I've tried TeamViewer and the performance is definitely better :-(    If it wasn't for the fact that TeamViewer is so %^$££!¬@!!@ expensive, I'd jump ship, sorry. 

     

     

  • Avatar
    Sales

    There are just too many problems with this product.  

    • My client launches the app but it conflicts with a personal Splashtop streamer they already have installed.  It prompts me for their personal password when trying to connect using the On-Demand Support ID.

    • I can't use this from my Android phone or my linux workstation.  My Android phone has no place to enter the one-time code and the Chrome Browser on my linux workstation just gives me a blank screen.

    • Why can't I just enter the 9 digit code and go?  Why do I have to click "On-Demand Support", enter the code, click CONNECT then redirect back to another application?

    This whole solution is broken in so many ways.   Thankfully I only signed up for the temporary subscription.   I would be angry if you charged me $100 for this mess.

    Guess it's back too LogMeIn Rescue.

     

  • Avatar
    Phil

    I have to say, me and my Senior Engineer have both really fallen in love with this product.  We were already active Splashtop Business users, and I'd been using a homemade workaround to try to use the Business product for on-demand support.  Having SOS as the option for on-demand made everyone's lives so much easier.  I've not tried SOS yet from my mobile (iOS) but will soon, but from our Windows machines to mostly Windows clients, it's been working fantastic.

    As for my gripe a few posts back about the "landing page" - they've fixed that 100%. The new landing page is EXACTLY what was needed.  This isn't the first time these developers have listened and responded to suggestions from me and other users.  That, as much as anything, is going to keep us around as paying subscribers.

  • Avatar
    Support

    @Chris,

    We didn't expect such laggy issue happens unless there is any issue. Does the issue constantly happen in your experience? Is there any reproducing steps that we could give it a try in house?

     

  • Avatar
    Support

    @Sales,

    As for the questions you listed:

    1. SOS streamer should not affect general streamer to work normally. It might be another issue. Could I know what personal password did it ask for? Could I have a screenshot of the error message?

    2. SOS currently only supported at Windows and Mac version. We plan to have it available on portable devices and we actually are working on this. Please stay tuned!

    3. It is more about the design. I will pass this feedback to the product team so they are aware of it and can think about how to handle it best

  • Avatar
    Support

    @Phil,

    Thank you so much for your kindly words! We will keep listening to customers and keep improving our products!

  • Avatar
    Support

    @Sales,

    Update the third answer.

    Not sure if you are aware of this, there is a icon next to the search bar in the app that you could quickly open the SOS 9 codes insert window. (Please see attached screenshot.)

  • Avatar
    Sales

    @Support

    The option you refer too in the screenshot does not appear in my screen. 

    How EXACTLY do I access the screen you reference in your screenshot?

    I have attempted to access this option by logging into https://my.splashtop.com/login and by visiting http://www.splashtop.com/downloadstart?product=stb&platform=windows-client to install the Splashtop Business client.  If I launch the Splashtop Business app on my Win7 machine then it says I should use Chrome.  I click GO and it sends me back to my.splashtop.com. 

    I suspect the "Splashtop Business" app is supposed to launch a client (probably as shown in the screenshot) but your software is broken.   You don't give your customers a choice between launching the client and launching the web application.  

    I have used LogMeIn Rescue, GoToMyPC, AeroAdmin and TeamViewer.   This is far more complicated than it should be. 

     

  • Avatar
    Support

    @Sales,

    The button is on Windows or Mac app and I checked the backend you already have the latest version of Splashtop Business app, so you should have it. Could I have a screenshot of the computer list in your Splashtop Business app?

    The computer list on the web portal (my.splashtop.com) shows the computers with general and deploy streamer installed.

    If you have both Google Chrome Splashtop Business app and desktop version Splashtop Business app installed on the same computer, it will trigger Chrome app first when you click connect button on the web portal if you are using Chrome.

    To use SOS, please manually open Splashtop Business app, click SOS button, then you could insert the access code to access target computer.

  • Avatar
    Sales

    @Support

    Your own email proves my point.

    "To use SOS, please manually open Splashtop Business app..."

    Manually opening the Splashtop Business app while the Splashtop Chrome add-on/extension is installed automatically forces you to the Splashtop website portal. The SOS icon does not exist on the website. Why?

    If you want to use the Splashtop Business app on Windows then you are required to delete the Splashtop Business extension in Chrome.

    You guys really have no clue how your own app works on Windows and why this is frustrating for your customers. I already spent an hour tonight figuring out something you should already know. Furthermore I should not have had to figure it out in the first place. Launching the Windows client should never force your customer to the website.

    I am simply amazed we need to even have this conversation. I am unsubscribing from this thread.

  • Avatar
    Info

    Having the end customer right-click and run as administrator saves a few headaches. Glad to see there is a quick remote session option. I understand this is just the first release so there may be some features or bugs that may need some work but this is great. Thanks.

  • Avatar
    Info

    The access code should not change across reboots of the remote machine.

    I'm currently in a remote session in safe mode (with networking), the streamer will not install because it's in safe mode and I know that once I reboot the computer I will need to call the customer to restart the sos module.

  • Avatar
    Simon

    I'd second that function request for reboots without calling the customer each time, would save a lot of time and headaches.

  • Avatar
    Support

    I agree with Simon I find myself having to use kaseya in order to get remote access after a reboot.  Its very frustrating while doing a virus removal and having to reboot several times and bother the customer each time you reboot.

  • Avatar
    Support

    @Info,

    The streamer can't be installed in safe mode but you could install it in normal mode then the streamer will work in safe mode too.

     

    @Info, Simon & Support,

    We are working on developing remote-reboot function and we will consider how to support this usage scenario when using SOS. Thanks for the sharing!

  • Avatar
    Chartalos

    I am trying to connect to a computer using Windows XP via Splashtop SOS, and I get the answer "Wrong Password" from my pc and "connect failed" from my tablet. Any ideas??

     

  • Avatar
    Support

    @ Chartalos,

    Please restart the SOS program on the target computer you were remotely connecting to then see if the issue still happens. We included fixes to our backend earlier today and it should resolve the issue.

  • Avatar
    Hello

    Is there any plans for branding in the works?

  • Avatar
    Support

    @ Hello,

    This is planned but we don't have a time schedule yet.

  • Avatar
    S.Bosman

    At my office we use Splashtop SOS now in stead of Teamviewer, but we noticed an annoying problem with our customers.

    We work in healtcare, so the docters and medical buildings use protected internet lines, so computers are using proxy by default, with Teamviewer we never have had problems connecting to our customers. but now with Splashtop most clients wont start up correctly because auto detect proxy is disabled. now we have to tell each customer first to go to settings / advanced and enable Auto Detect Proxy.... very annoying for us is there a way to enable proxy detection by default ? because alot of our customers are complaining now we moved to "NEW" software. its not working like they where used to and we gotta explain em constantly 

  • Avatar
    Support

    @ S.Bosman,

    By design it will remember the settings. It is saved in registry keys by Windows user accounts. If the SOS program is opened once in a Windows user account, the setting should be remembered when the SOS program is opened again at the same Windows user account.

    Did you see the issue when opening the SOS program on a new Windows account?