Half the time I want to connect, I can't.

Every time I want to connect to a client computer, it seems like something happens where I first have to have the client download and run TeamViewer, then I connect, restart the Splashtop software (or install it properly since the deployment page is difficult for non-techs to understand), and then I am finally able to connect.  But, down the line, something happens and I either have to reinstall or use TeamViewer again.

 

Not sure how many other people are having this difficulty, but it's becoming obvious why Splashtop charges so little in comparison to TeamViewer and LogMeIn: it's lower quality.  Not sure if this upcoming update will solve all these problems but if I ever have to get serious about remote access, Splashtop is currently NOT the software to do it with, rather, it seems more catered to the part-time techie or hobbyist.

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Comments

14 comments
  • Switched in the fall from years of Logmein use. Got to expensive, but Splashtop is a disaster compared to it or TeamViewer. What good is this product in a production environment if most of the time it doesn't work! It's cheaper, but not free. You have our money so fix this program once and for all !!!
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  • @Lansingm,

    Sorry for the issue. Could I know more details regarding to the does not work issue? I would like help resolve the issue. Thank you.

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  • Splashtop has come leaps and bounds since I first started using it years ago. Thanks for making an affordable, stable platform that I can support clients with.

    There are a few changes to the interface I would like to see but you guys are otherwise on the right track.
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  •  

    Constant messages like these which are incorrect.  Especially buggy on server OS's.  The streamer service is just plain unreliable compared to other products out there.  Most of the time we just give up and go thru vpn with rdp.  Who would have thought Microsoft would be more reliable.

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  • @Lansingm,

    What was the error message? Can not connect? In another session? I would like to help resolve the issue but we will also need to collect more info.

    Please also let us know the name of computers getting issue so we could give it a check on the backend.

    Thank you!

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  • We wrote to support several months ago about the issues where we cant get onto spashtop and we have to use team viewer to get on and kill splashtop service and and restart it.  If you offered free access to SOS to splashtop business users it would mean we wouldnt have to keep using team viewer. 

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  • @Laurence,

    We tried to ask for more info in the previous ticket but it seems you didn't reply to us.

    You mentioned that you have to kill Splashtop service and restart it, does it mean the streamer crashed on the target computer? It is a Mac or Windows PC? What version of the streamer was installed on the culprit computers?

    We will try to collect more info to address the issue. Thank you!

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  • i didnt reply because I never got the message. 

    the latest versions installed, althought it doesn't seem to matter what versions are installed it still seems to crash. 

    it wouldnt be such a big issue if we could use SOS...

    today we are having big issues trying to connect. just keeps dropping out. 

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  • @Laurence,

    If you are using Windows, please make sure the streamer version is 3.0.6.4. If that is a Mac, please use 3.0.6.3. The check for update button will not work at this time until we have silent upgrade function ready.

    If it still crashes, please help collect below logs:

    Windows-

    • C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\log\splog.txt
    • C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\dump\*.dmp 

    Mac-

    • /Users/Shared/SplashtopStreamer/SPLOG.txt or ~/Library/Logs/SPLog.txt (single user machine) 
    • Splashtop Streamer*.crash in Console->User Diagnostic Reports
    • SRStreamerDaemon*.crash in Console->System Diagnostic Reports 

    Thank you!

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  • half the time we end up having to uninstall the software and reinstall it. 

    on a clients pc we are on now it has the latest version and we have been having problems connecting to the pc all afternoon. then sometimes it will say cant connect as there is already a connection active when there is not, 

    once again if we had SOS for free as business users that would help. frustrating, time consuming and embarrassing  when we pay for this software and it always seems to fail on us :( 

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  • @Laurence,

    It might be better that we could find the root cause of the issue, not to mention that the crash of the streamer is not expected. If there is any issue, we should fix it. The logs would be really helpful, could you please help collect them?

    I also granted 7 days free SOS to your account so you could use SOS to connect to the culprit PC and get logs before the issue is fixed.

    SOS is a separate product from the unattended support products. SOS subscription is $100/year per technician.

     

     

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  • Yes we know how much it is and we know what it does. And we wouldn't need it if you had a stable product. Don't misunderstand us, we love your product but it's failing us too often. We can only collect data when it happens we can't just go on clients machines. 7 days is not sufficient as we are away me t week and unlikely to get the logs before we go.
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  • Away next week
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  • @Laurence,

    I see. I just extended the trial of SOS until May 31. Hope this helps.

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