Can't establish multiple sessions on different devices

Sometimes when using multiple computers with the same Splashtop credentials, you will encounter the following error message:
"Your account is already in a session using a different device. You can only establish multiple sessions from the same device(40409)."
Please see the screenshot below for an example.

40409_en-us.png

You might encounter this message if you are on  the following teams:

  • Splashtop Business Access Solo
  • Splashtop Business Access Pro 
  • Splashtop Business Access Performance 
  • Splashtop On-Demand Support trial; Legacy ; Basic (per user license); Teams 
You might encounter this message if the same login credentials are logged in to the Business App from two different devices (Computers/Phones/Tablets) and connected to remote computers at the same time.
You can tell if a computer has an active remote connection in two different ways:
1. Look for the green circle around the computer icon in the Business App. Please see the screenshot below.

Active_connection_en-us.png

 

2. You can also check the session logs section by logging into my.splashtop.com to see which exact computers have active sessions so that you don't have to click on specific computers to check. Please see the screenshot below.

 

Active_sessions_en-us.png

 

This is done to help limit users from using a single license on multiple computers at the same time. To resolve this, please make sure to use separate login credentials on each device when connecting at the same time.

 

The restriction does not apply if you are on  the following teams:

  • Splashtop Remote Support
  • Splashtop Business Access Legacy
  • Enterprise
  • Splashtop On-Demand Support Basic; plus 10; Unlimited, Legacy

If you wish to initiate sessions on various devices simultaneously, log in using your owner account on our web console: https://my.splashtop.com/account_info/#team_tab. Go to team settings, locate the "Allow users to establish remote sessions from multiple devices" option, and switch it on to activate this feature.

*Note: Each device utilizes a concurrent license.

 

concurrent session_en-us.png

 

 

 

 

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