What to do when receiving a network error from testing the connection type using the Diagnostic Tool

If you got "Network error" when testing Connection type in the diagnostic tool, it usually means our service has been blocked.

  • Configure the firewall on the local or remote computer or the router, to allow it to access below Splashtop servers:
    *.api.splashtop.com (* represents wildcard)
    *.relay.splashtop.com (* represents wildcard)
    Both ways. Only port 443 is needed.
  • The root CA might be expired. To update the root CA, import the Go Daddy cert gdroot-g2.crt as a system user:


How to import root CA to your system

Please visit https://docs.microsoft.com/en-us/dotnet/framework/wcf/feature-details/how-to-view-certificates-with-the-mmc-snap-in

and follow below steps:

  1. Select Run from the Start menu, and then enter mmc.

  2. From the File menu, select Add/Remove Snap In.

    The Add or Remove Snap-ins window appears.

  3. From the Available snap-ins list, choose Certificates, then select Add.

  4. In the Certificates snap-in window, select Computer account, and then select Next, and select Computer account..

  5. In the Select Computer window, leave Local computer selected, and then select Finish.

  6. In the Add or Remove Snap-in window, select OK.

  7. Import Go-Daddy certificate into trusted root certificate.


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