Why does the Splashtop software show "unable to reach Splashtop servers?"

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If your Splashtop software displays "Unable to reach Splashtop servers" or "Unable to reach Splashtop relay servers," please check the following steps to troubleshoot:

  1. Make sure your device is connected to the Internet, and proxy settings are configured properly on your machine's network settings and/or in the Splashtop software settings.
  2. If there is a firewall or anti-virus enabled on your device, make sure the following Splashtop processes are not blocked:
    • SRManager.exe
    • SRFeature.exe
    • SRServer.exe - old
    • SRUpdate.exe  - old
    • Dataproxy.exe (only necessary if still using Splashtop gen-1 Internet Discovery feature through Google account)  - old
    • spupnp.exe (only necessary if still using Internet Discovery feature)  - old
  3. Check with your network admin to make sure the following addresses are reachable on your network:
    • (New) Can run a tool to see if a network firewall: www.splashtop.com/check
    • *.api.splashtop.com (* is wildcard)
      • currently: st2.api.splashtop.com and st2-relay.api.splashtop.com
    • *.relay.splashtop.com (* is wildcard)
    • Note: You may need to allow Amazon Web Servers, which is where these servers reside (amazonaws.com)
  4. port 443 needs to be open, including non-ssl traffic
  5. If your machine is running Windows XP or Server 2003, make sure they are updated to XP SP3 or Server 2003 SP2 with the latest Windows updates applied in order to support the latest security/encryption algorithms. Make sure the following Microsoft Windows hotfix is installed:
    http://support.microsoft.com/kb/968730/en-us
  6. Try restarting your router.
  7. If it still does not work after trying above suggestions, your CA on the Streamer computer might already be out of date. Please install certificates attached then see if it works to log in Streamer. - old
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Comments

  • Avatar
    Rgriggs

    You should enable Ping responses on the servers listed above, so that we can test from our systems to ensure they respond.

  • Avatar
    Hriverahome

    How can we install the Certificates?

    Also, enable ping response will be a good way for us to check if those servers are abailable...

    Thnanks 

  • Avatar
    Hriverahome

    This could be an alternative to ping:

    telnet st2-relay.api.splashtop.com 443

     

  • Avatar
    Support

    @ Hriverahome,

    Please unzip the attachment, then double click all three CA files to install them.

  • Avatar
    Beh

    I would like to thank support for this article. I resolved my Server 2003 problem using steps 5 and 7.

    I've only been a Splashtop subscriber for 2 days and you guys so far have been fantastic. I worked with 3 techs at LMI to TRY and resolve what I think was the same issue when 5 of my 2003 servers went offline last fall. They gave up and just said Server 2003 was no longer supported.

  • Avatar
    Support

    @Beh,

    Glad to see it helps! We will try our best to keep supporting older OS such as Server 2003 and XP.

    Should you have any questions, please don't hesitate to let us know.

    Splashtop team
    Vans