Half the time have to restart the Splashtop service to get the computer to show as online even though Teamviewer free works fine

I can't understand why we have to keep stopping and starting the Splashtop service just to make computers come up as online. The culprit computers are a mixture of Windows POSReady x86 Embedded (Which is Windows 7 based) and Windows 10 machines x64. 

We know it's not the computer or connection because we use Teamviewer to log in and restart the Splashtop service to continue using Splashtop.

Starting to think - what's the point of doing this if we can just use Teamviewer the whole time...

Is there going to be a fix for this issue or what? Seems like others on the forum have expressed the same problem and so far haven't seen any constructive attempts for a solution.

All I see is "Give us more information otherwise we can't pinpoint the issue" - well these machines we have are in multiple internet environments and all running multiple versions of Windows.

 

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Comments

18 comments
  • @Itdept,

    Sorry for the issue.

    This should not happen, whether on what version of the Windows. Please help file a ticket and collect logs. The logs can be retrieved by clicking the open log folder button under the advanced tab in the streamer.

    Please also describe more details about what the issue is, it is the computer did not even show in the computer list, or it showed offline which should be online.

    Splashtop team
    Vans

     

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  • Sorry to hear about the troubles.

    > I can't understand why we have to keep stopping and starting the Splashtop service just to make computers come up as online. The culprit computers are a mixture of Windows POSReady x86 Embedded (Which is Windows 7 based) and Windows 10 machines x64. 

    This is quite uncharacteristic, and we'd like to get to the bottom of it.

    First is trying up-to-date streamer versions. We've made quite a few connectivity-related fixes in the past year between 3.0.x.x (which most of your computers are on) and 3.1.2.1 (current latest).

    On the computers where you run into this problem, can you hit "check for update" to bring it up to 3.1.2.1?

    (Once a computer is running 3.1.x.x, it will stay up-to-date automatically and silently.)

    Then, if the same connectivity problem happens again on 3.1.2.1, please let us know, for us to start grabbing debug logs and getting our devs involved to debug on the problem machine.

    Thanks,
    Phil

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  • I seem to be having the same issue. Currently on two Windows 2003 servers and one Windows 2008 R2 server. Restarting the service is all that needs to be done.

    Trying to write a batch file to test if Splashtop is off line. Stopping and starting the service is no issue. I wonder what we should be looking for to then execute the stop/start commands?

    EDIT:

    I think I have the log you may want. Is it called "Serviceinfo.txt". More than happy to email it to you guys. 

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  • @Beh,

    Thanks for the info. This is really unexpected, especially as I see you are running our latest streamer version across the board!

    Can you file a support ticket and attach the debug logs from those servers?

    To find debug logs: open streamer > go to Advanced tab > scroll down and click on "Open log folder"

    Thank you.

    Phil

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  • Hi Phil,

    Yes I will, just waiting to check 1 more server to see if a restart of the service corrects the problem like it did for one of the other servers today. I just don't have a backdoor to the last server, so I have to wait for the owner to get to the console.

    If you are curious which one is down, look at my "Monitored" group in my account.

     

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  • Thanks @Beh. Yes, I see one computer offline in the "Monitored" group. Looking forward to the debug logs.

    Phil

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  • I have the same issue

    OS is Windows 10 or POS Ready

      

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  • @Rlarson,

    Can you also file a support ticket and attach debug logs?

    To find debug logs: open streamer > go to Advanced tab > scroll down and click on "Open log folder"

    Thank you.

    Phil

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  • Phil, I submitted a support ticket with the requested files. Not the server you and I were looking at yesterday, they actually had internet issues.This one went off line this evening.

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  • @Beh,

    We replied to your ticket, more logs are needed. Thank you for your help!

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  • Just wanted to share that on my servers I used task scheduler to run this batch file at 7:00 am each morning to restart the splashtop service. I have not had any issues with those servers incorrectly showing off line since doing this

    @echo off
    net stop SplashtopRemoteService
    net start SplashtopRemoteService
    exit

     

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  • @Beh,

    Thanks for sharing your tip with all of us.

    Yikes, we definitely need to get to the bottom of it so restart is not needed. Very unexpected!

    Phil

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  • Just added to my support ticket the log files for another 2003 server that went off line. I hadn't setup the auto splashtop restart script on this server yet. Restarting the service worked on this one too.

    BTW, if anyone is using the restart batch file on a 64 bit 2008 R2 Server or 2012 Server they may have issues running the program using Task Manager. This is a good thread at MS Technet about the issue. I went the system account method and created the C:\Windows\SysWOW64\config\systemprofile\desktop folder.

    https://social.technet.microsoft.com/Forums/office/en-US/44120d29-cb25-4478-999e-f1a4e9dfa304/command-runs-successfully-from-a-cmd-prompt-but-not-when-using-task-scheduler?forum=winservergen

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  • @Beh,

    I replied to your ticket with a beta build of the streamer. Please give it a try. Thank you!

    Splashtop team
    Vans

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  • I just wanted to comment one month later that restarting the streamer service once daily using this simple batch file has worked great. No headaches anymore.

    @echo off
    net stop SplashtopRemoteService
    net start SplashtopRemoteService
    exit

    On some 64 bit server operating systems the batch file runs fine manually, but not as an automated task. One solution I found was to create a "desktop" folder under "C:\Windows\SysWOW64\config\systemprofile" and place the batch file there, then run the batch file as "System" in Task Scheduler

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  • Due to timing issue with the new 3.1.4.0 release, I had to add a timeout command. Here is my updated script

    @echo off
    net stop SplashtopRemoteService
    timeout /t 15
    net start SplashtopRemoteService
    exit

     

     

     

     

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  • I'm having this same issue with Streamer 3.2.0.0 installed on two of my Win 2012 R2 servers. 

    The hosts intermittently show offline in the Client app. I remoted in via different host and restarted streamer service on the offline system and it showed up in the client app.

    There are only two hosts that are having this issue so far. What could be wrong?

    Thanks!

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  • @Kirill,

    We would need to collect logs from the computer to address the issue if it still happens. Please help file a ticket, our supporter will help you as soon as possible.

    Thanks,
    Vans

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