How to fix missing computer from your computer list

Problem

A computer I've set up doesn't show up on the computer list.

I do not see it in the Splashtop Business app's computer list. I also do not see it on the web console under the "Computers" tab.

It may still show up in the web console under "All Computers" tab.

Suggestions

  1. Check if any filtering or search term is on, in the Splashtop Business app or the web console.
    For example, the Splashtop Business app can be configured to show only online computers, only offline computers, only computers matching search terms, etc. (Follow the link to see detailed information on Business App Filters)
  2. Make sure the streamer was not logged out or uninstalled by the end user.
    This is stating the obvious, of course. The latest versions of the streamer have the ability for the settings to be locked to prevent undesired changes by the end user. However, end users with admin privileges can still find a way to do it. You can also check the history log in the web console to see if there was a logout event.
  3. Check if the permissions are set correctly.
    For Splashtop Business Access, click on the gear icon next to the computer and choose "Access permission." Make sure your name is listed and checked.
    For Splashtop Remote Support, go to Management > Users, click on the gear icon next to your user ID, and choose "Access permission." Make sure you do have permission to access the relevant computer or computer group.
  4. Refresh the computer list
    Press F5 or click the "Circular Arrow" icon in the business app to refresh the computer list.

Refresh_Button_en-us.png

5. If the computer was cloned from a computer or VM with streamer installed, please reset the streamer identifiers.

Splashtop relies on each streamer instance to have a fully unique identifier. The unique identifier is generated at the time of streamer installation. If you clone a disk image that has streamer pre-installed, the two clones would have the same unique identifier and could result in the computer not appearing in the list (Follow the link to see how to fix the duplicate streamer identifier issue)

6. Check if an Admin on your team removed the computer.

Splashtop Team Owners, Super Admins, and Admins all have the privileges to remove computers from the Splashtop team. You can check the history log on the web console to see if the Admin/Team Owner on the team removed the computer. Please check the following guide on how to check if an Admin removed a computer from the team.

 

If all of these steps check out, and the problem persists, you can try toggling the permissions to something else and then back. In very rare cases, we've seen permissions becoming corrupted, and they can be corrected simply by toggling the permissions.

If you have some spare time to let us troubleshoot before toggling the permissions, please file a ticket with our support team. We'd appreciate the opportunity to debug the case where permissions could have become corrupted. It's a rare occurrence and not something we've been able to duplicate in-house.

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