What are the different modes of support?
With the Splashtop Remote Support license type, both unattended and attended support are included in the subscription.
Understanding the difference:
· Remote control for managed devices: Get remote access to Windows, Mac, and Linux machines with the Splashtop Streamer installed on them instantly from any device, with or without an end-user present.
· On-Demand Support: Provide quick, ad-hoc support to end-users on computers and mobile devices via a 9-digit session code, without a pre-installed agent.
What is AEM?
This refers to Splashtop Autonomous Endpoint Management. These are a set of endpoint management capabilities to help streamline operations and automate routine tasks that are available either as an add-on or included as a tier for select plan types. Some popular features are 3rd party patching, policy framework, proactive alerts, remediation, and more.
If the Splashtop Streamer is installed on a remote computer, can that same computer also use Splashtop to access other computers?
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).
Can the Splashtop Business App be installed on different devices using the same login? Is there a limit
Yes. The Splashtop Business App (purple app) can be installed on multiple computers and mobile devices using the same login credentials.
There is no limit on how many devices the Business App can be installed on. Many users install it on:
· A work desktop
· A home laptop
· A personal computer
· Mobile devices (phone or tablet)
What is limited by my subscription—Business App installs or Streamers?
Only the Streamer installs are limited by your subscription—not the Business App.
· Splashtop Business App: Unlimited installs
· Splashtop Streamer: Limited by plan tier
Does iOS / iPadOS support view-only? Which app is used
Yes. Due to Apple’s operating system restrictions, iOS and iPadOS remote access is view-only.
To connect:
· Install the Splashtop SOS app from the Apple App Store on the iPhone or iPad.
· The screen of the iOS/iPadOS can be remotely viewed, but interaction and remote control is not supported with the iOS/iPadOS devices.
Where can I find installation instructions for Remote Support?
Find step-by-step installation instructions for both the Business App and Streamer in Splashtop support documentation.
Refer to the Splashtop Installation Instructions article for guidance on setting up Remote Support correctly.
Need more help?
If you still have questions, join our Ask the Experts – Remote Support live session every Wednesday at 9:30 AM PT, or contact Splashtop Support for personalized assistance.