Tips for constant lost connections, or router crashes causing loss of Internet

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We have recently collected some reports from our users detailing their experiences with solving a constantly dropped connection, or even problems with the router crashing when connected with the Splashtop app.  Here are some suggestions garnered from user reports, which may help.

I.  If the connection is repeatedly lost:

  1. Please confirm that the WiFi signal is strong enough on your tablet/phone.  Sometimes a weak WiFi signal can cause the connection to be dropped.  Try to move your tablet/phone closer to the router to see if there is any improvement.
  2. If you are connecting via 3G/4G, or via the hot spot of your phone, sometimes the signal appears to be strong, but you never know how many users might be sharing the same bandwidth around you.  In this case, we suggest that you try during a different time of day, or connect to a different (stronger) WiFi if possible, to see if there is any improvement.
  3. If your WiFi is using 5 Ghz instead of 2.4 Ghz, it might be more susceptible to losing the connection, due to the limitation of the shorter transmitting distance.  Please try 2.4 Ghz to see if there is any improvement.
  4. If your router supports the QoS option (Quality on Service, an option to limit bandwidth usage for each connection thread), please try to turn OFF the QoS option to see if there is any improvement.
  5. It's possible that you might have an option similar to QoS which goes by a different name or description.  If so, check to see if there is a setting that might help solve this issue.  For example, the ASUS RT n56u provides a Settings page in which you can try setting the video/audio streaming to be a different/higher priority to see if it helps.

 

II.  If the Router crashes:

We have received user feedback recently, reporting that the Linksys WRT54G router will crash when the Splashtop app is connected.  At that moment, all Internet capability would be lost, and the router would need to be restarted in order to recover.

In this case, here are two things you can try:

  1. Update the router firmware to the latest version, from the Linksys web site.
  2. If #1 does not work, try switching to another compatible third-party firmware called DD-WRT.  We have some reliable reports from our users saying that they solved the problem by replacing the original firmware with this third-party firmware.


    Here is a forum talking about this router dropping the connection:
    http://forums.cnet.com/7723-7585_102-152261/linksys-wrt54g-problems/ 

    Here is some reference information about installing DD-WRT on a Linksys router: 
    http://old.testmy.net/t-12222

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Comments

  • Avatar
    Info

    Right now, with latest streamer software installed on the remote computer, I am not getting anything like a reliable connection.

    He has ADSL (as almost all the UK has), download speed is less than 1 (he's out in the sticks) and Splashtop just keeps failing to connect.

    Teamviewer dies a better job in this instance.

     

    Please, please improve the network bandwidth handling. I can see no reason why I should have to use TV on some connections just because ST cannot handle the low bandwidth and connection speed.

  • Avatar
    Info

    Oh, and remove the desktop background. That would help improve the situation.

  • Avatar
    Scs

    I've been having multiple disconnects with various clients. One I have yet to get back though I've restarted the service repeatedly on the remote machine. Whatever this is, it's getting worse.

  • Avatar
    Support

    @Scs,

    Sorry for the issue. Could I know what is the name of the computer getting issue? And what is the streamer version on the computer?

  • Avatar
    Scs

    I have several and would prefer not to name them publicly. All are running version 3.1.0.2. I have a client with a Mac where when I remote into it the notification in the upper right continuously refreshes and never disappears. When I switch from one window to another the screen will initially go to the new window, but for just a moment switch back to the previous one before returning to the selected window. I have one PC I'm not able to access at all, though I've repeatedly restarted the Splashtop service & rebooted the machine. The version on my machine is 3.1.0.0.

  • Avatar
    Support

    @Scs,

    We will need your help collect bugs. I will create a ticket per your comment.