What do I do if my remote computer is offline?

This article serves to outline the various reasons why a remote computer will show as offline and the steps needed in order to change the status to online.

Each of the following steps will need to be checked physically by someone at the remote computer, unless you have another remote access application.

Table of Contents

How do I know if my remote computer is offline?

If the remote computer is offline, the computer icon next to the device will be greyed out.


When attempting to connect to the computer, you'll get the error message: Cannot Connect, Please make sure network is available and Splashtop Streamer is running


While the computer is offline, you will not be able to connect, and running the diagnostic tool will result in the same error message.

Step 1: Check to see if the computer is powered on

Possible Causes: Computer is manually shut down, power loss due to an outage or battery drain

Solution: Manually power on the computer by pressing the power button located on the computer.

Step 2: Check to see if the computer is in Sleep mode

Possible Causes: Typically, most computers are set to "Sleep after x minutes/hours". If the setting is not turned off, the computer will go to sleep automatically. Computer could have been manually put to sleep.

Solution: If the computer is in sleep mode, press the power button to wake up the computer. If you have Wake-on-LAN enabled, you can use that to wake up the computer.

Step 3: Check to see if the computer has network connection

Possible Causes: Outage from Internet Service Provider(ISP), router is offline, computer is not connected to WiFi.

Solution: If the ISP is having issues, you will need to contact your ISP. Reset router and check to see if the computer can connect to webpages.

Step 4: Make sure that the Streamer application is running

To check whether the Streamer is running, you can find the icon in the following locations on Windows and Mac. If the icon is not there, the Streamer is not running.

Windows: There will be a Streamer icon in the bottom right hand tray area, on the WIndows taskbar.


Mac: There will be a Streamer icon in the top right tray area, on the Mac menu bar


Possible Causes: The Streamer application could have been manually quit or might have crashed

Solution: Open the Streamer application. On Windows, you can find the Streamer application in the Start menu, in the folder called "Splashtop Remote"


On Mac, you can find the Streamer application in the Applications folder


Step 5: Ensure that the Streamer is logged in under the Status tab

When opening the Streamer, you should see your email or the owner account's email in the section labeled "Computer deployed by"


If the Streamer is logged out, it will look like one of the following pictures:DeployedSRS_en-us.png


If the Streamer is asking for a code, you can get it from your management console at https://my.splashtop.com/team_deployment

If the Streamer is asking for an account login and you are a Splashtop Business customer, please restart the streamer service.

1. Open Windows Services by searching for it in Windows Search. You can start the search by clicking the windows Icon or the Search icon in the bottom left hand corner of your screen.


2. Find SplashtopRemoteService in the list of services. It is sorted alphabetically already.

3. Right click on that row -> click Restart

4. Open the Splashtop Streamer to see if there's any changes. It might be asking you to allow your team to have access to the computer again. Click Confirm if it does and the computer should be accessible again.

Step 6: Error messages

If you open the Status tab in the Streamer application and you see a message saying "Unable to reach Splashtop Servers", there is something blocking the connection.

Possible causes: Antivirus software or security software, or changes to the firewall settings.

Solutions: Make sure Splashtop Streamer is listed as an exclusion in the antivirus software and allow it through the firewall as well. Refer to our article here for more information.

2 out of 13 found this helpful