Remote Access – Frequently Asked Questions

Yes. A computer can both be accessed remotely and initiate remote connections.

For example:

· The Splashtop Streamer can be installed on a computer to allow it to be remotely accessed.

· Independently, that same computer can also have the Splashtop Business App installed and logged in with valid Splashtop credentials.

When a user logs into the Business App, they’ll simply see the computers they’re authorized to access. These two functions work independently and do not interfere with each other (But a user should not connect to the same computer they are currently physically in front of, or else the Splashtop session will mirror itself repeatedly, creating a looped display).

Users should use the Splashtop Business App (purple icon). When a user logs into the Business App, they’ll see the computers they’re authorized to access. From there, they can click on a computer to remotely access.

Only the Streamer installs are limited by the specific subscription—not the Business App.

· Splashtop Business App: Unlimited installs

· Splashtop Streamer: Limited by plan tier

The Solo plan does not allow the purchase of additional licenses. Pro and Performance plans do.

The number of computers a team can access remotely depends on the subscription tier and the number of licenses:

• · Solo: Up to 2 computers (2 Streamers total)
• · Pro / Performance: Up to 10 computers per license
  - Example: 2 Pro licenses = 20 computers total

The Solo plan does not allow the purchase of additional licenses. Pro and Performance plans do.

Yes. Users can free up a Streamer slot at any time by:

· Uninstalling the Streamer from the computer, or

· Deleting the computer from the computer list in the Splashtop web console

This allows you to reuse that slot for another computer.

The Diagnostic Tool helps identify and troubleshoot connection issues from the Splashtop Business App to your remote computer. You can run the tool after an unexpected disconnection or manually run it on the computer list.

To enable and access the Diagnostic Tool:

Windows

1. Open the Splashtop Business App

2. Go to File > Options > Advanced

3. Check Enable Diagnostic Tool, then click OK

Mac

1. Open the Splashtop Business App

2. Go to Preferences > Advanced

3. Check Enable Diagnostic Tool

Once enabled:

· Refresh the Business App

· Look for the Diagnostic Tool icon next to the Settings icon beside a computer in your device list. 

For step-by-step visuals, refer to the Diagnostic Tool support article. (Chat with Support directly from the article for more help.)

Session recording is available on Remote Access licenses with Pro or Performance tiers (not available on the Solo tier).

To record a session:

1. Connect to the remote computer

2. In the remote session toolbar, click the Session Recording icon (circle with a dark center)

3. Recording will begin immediately. For more details on recording options and file storage, refer to the Session Recording support article.