How do I set up two-step verification?

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Two-step verification, also known as 2-factor authentication or 2FA, is an optional but highly recommended security feature.

Once enabled, logging into Splashtop will require an additional six-digit security code, in addition to your Splashtop password. The security code will be generated by an authenticator app on your mobile device. (Text messaging is not supported.)

This means, even if someone has guessed or stolen your Splashtop ID and password, he or she will not be able to log into your Splashtop account and access your computers.

Quick Setup Steps

(Tutorial video available at https://youtu.be/tqIum3zcW84)

  1. Update your Splashtop Business app to the latest version.
  2.  Log in at my.splashtop.com. Go to Account Info and turn on Two-Step Verification.
  3. Follow the on-screen instructions to enable two-step verification.
  4. Be sure to save off a copy of the recovery codes somewhere in case you lose access to your mobile device.

Requirements

  1. Have the latest version of Splashtop Business app (v3.0.8.4+ for Windows, v3.0.8.3+ for Mac, v2.6.8.2+ for iOS, v2.7.1.1+ for Android)
    Note: Windows Phone and Windows Modern UI apps are currently not supported yet
  2. Have a mobile device that can run one of these supported authenticator apps:

    Google Authenticator (Android/iPhone/BlackBerry)
    Duo Mobile (Android/iPhone)
    Amazon AWS MFA (Android)
    Authenticator (Windows Phone 7)

Enforcing Two-Step Verification

Team owners can require users on the team to use two-step verification.

Log in at my.splashtop.com. Go to Management > Settings. There are two checkboxes in the Management section, one for requiring all admins and one for requiring all members. (Check both boxes to require everyone.)

Once checked, users will be prompted to set up two-step verification the next time they try to log in.

Notes

  • Two-step verification applies when logging into my.splashtop.com or the Splashtop Business app.
  • Two-step verification requires the use of an authenticator app. Text messaging is not supported.
  • If you don't want to have to enter the security code every time on a device, you can check "trust this device" when logging in on that device. You can see (and delete) the list of trusted devices at Account Info.
  • Enabling two-step verification disables device authentication.
  • If you keep encountering error when entering the security code from your authenticator app, please make sure system time is accurate on your mobile device:
    1. On iOS devices, make sure Settings > General > Date & Time is set to "Set Automatically".
    2. On Android devices, please click "Sync now" under authenticator app's Settings > Time correction for codes.

If something happens with the authenticator app and you do not remember your recovery codes, please open a support ticket.

Have more questions? Submit a request

Comments

  • Avatar
    Chris

    Just set it up. Once I'd got my head around the setup process (Google Authenticator etc), it worked fine on PC but seems to fail on Android device with "Unable to reach Splashtop servers". Both devices are on the same WiFi link, mobile is working fine otherwise.  Mobile app is on latest version.

    This may be an unassociated temporary problem, of course, so I will check again later. 

  • Avatar
    Support

    @Chris,

    From what you described, it sounds like there may be a problem with our Android Splashtop Business app.

    Please file a support ticket. In the support ticket, please include the debug log from the Android app.

    To get the debug log, just log into the app. Open the dropdown menu from the top-right corner. Tap on "Contact us." Then you can email the log to yourself.

    Thanks,

    Phil

  • Avatar
    Info

    Is there plans to add text message for non smart phones?

  • Avatar
    Support

    @Info,

    There are currently no plans to add text message support.

    How important would that be to you? Customer input would certainly guide our future decision about this.

    Thanks,

    Phil

  • Avatar
    Info

    We have employees that only have texting phones, because they are not smart phones, it makes it impossible for them to login to splashtop since we activated the two-factor authentication.  There should be an option similar to Log Me In that allows you to set up a sms number to receive the code to log in.

  • Avatar
    Support

    @Info,

    Thank you. We will keep that in mind for future planning. Unfortunately at this point we don't have firm plans.

    Here's an interesting article my colleague came across the other day. Not quite sure what all the implications will be.

    http://www.redmondpie.com/sms-based-two-factor-authentication-may-soon-get-banned/

    Phil

  • Avatar
    Cdoyle

    How can we migrate two-step authenticator from one android device, to another?

    i am the account owner, and it says i can't 'change' the status of two-step...

    Thanks in advance!

  • Avatar
    Seth.Silapasvang

    Is it possible to turn off the "trusted devices" for 2 step verification? If one of my users loses their laptop and the thief breaks in then they will have access to the remote computer. I want to force the option to always verify with the 6 digit code no matter what computer is being used. Is this possible?

  • Avatar
    Support

    @Cdoyle,

    Apologies for the late reply. You've probably figured this out. To use a different device for two-step verification, you would turn off 2SV. Then turn it on to go through setup again. You would be presented with a new QR code, which you can scan with your new device.

    @Seth,

    There's currently not a way to prevent your user from checking the "trust" box when they sign in with 2SV. We'll add that to the feature backlog.

    As you might already know, as the team owner, you can see the "trusted devices" for all of your team members under Management > Settings > Manage trusted devices. You can delete devices there.

    Phil

  • Avatar
    Trent

    Already created a ticket, but adding this here in the event other users have the same problem.

    My business account has two users, I'm the primary admin and the other user is a regular member. 2FA was enabled and working fine for us both. The member user lost their phone. I'm trying to turn off 2FA in order to allow the user to reset their 2FA, but the Splashtop site is telling me that I cannot do so and I receive a message stating, "Two-step verification cannot be turned off because it has been required by your Splashtop Business account owner." I am logged into the account as the business owner. Waiting for a response from support.

  • Avatar
    Trent

    I may have already answered this myself. The team management page allows for disabling 2FA requirement.

  • Avatar
    Support

    Trent,

    Thanks for posting the question and solution :)

    The "Splashtop Business account owner" is essentially the person who paid for the subscription. As you found, that person has various options under Management > Settings for setting policies that apply to all the members (including 2FA).

    Cheers,
    Phil

  • Avatar
    David

    I just got a new Google Pixel phone. It copied and installed the Duo Mobile program from the old phone but when I run it it asks for a barcode or "secret Key". I don't have one and I can't find anything about this in your help files.

    How do I do this?

  • Avatar
    Support

    @David,

    You will need to re-configure 2FA after changing to a new phone. You could re-configure it from the web portal and if you don't remember your recovery code, please file a ticket and we will help.

  • Avatar
    Carsten.Gregor

    Hi, I'm the Admin of our Splashtop Team and I would like to enable 2FA for the computers I work from. Unfortunately there no such option given. Only the owner can activate 2FA which seems unlogical to me. How can I activate 2FA as Admin?

     

    EDIT: Nevermind, I found the option in Accountinformation which was not the place I where I assumed such a function to be in but well...

    Edited by Carsten.Gregor
  • Avatar
    Support

    @Carsten.Gregor,

    Yes you could configure it under Account Info / Account summary.

    The owner would have more options, such as force members to user 2FA, manage team trusted devices, etc under team tab.

  • Avatar
    Steven

    I am evaluating Splashtop for Remote Services. I received the same response as the original poster
    "Splashtop Login Failed
    Two-step verification is enabled on your Splashtop Account, but your system does not support it. Please update your app to the latest Version and try again."

    I have disabled the feature, closed down the app, but it still comes up with that message. I went as far as to clear all app data, and it comes up with the same message.

  • Avatar
    Support

    Steven,

    Please advise the type of device you're running Splashtop Business app on (e.g. iOS, Android, Windows, etc.).

    Please also advice the version of Splashtop Business app you're running.

    Let's see if we can get your Splashtop Business app working.

    In the meantime, you can disable two-step verification via web console so you can continue testing.

    Phil

  • Avatar
    Steven

    Amazon Kindle Fire Running Splashtop for business 2.6.0.0R72621
    Streamer 3.1.2.1 Is my mobile device. I did disable the Two-step so I can continue testing.

  • Avatar
    Support

    Steven,

    Confirmed with dev. We need to update our Kindle Fire app. ETA is end of May, hopefully sooner.

    Apologies for the inconvenience.

    Phil