Get "Wrong password / Could not connect" when attempting session to PC.

Source PC: Win 7 Professional x64

Dest PC: Win 10 Professional x64 (Surface Book)

Verified that latest streamer is installed on SB (v3.0.0.5) and latest Splashtop client on the source machine (v 3.0.0.2).

Trying to connect from the PC list in the client on the source machine, I get a dialog with the above message (Wrong password / Could not connect). Logged in and out of both client and streamer to verify Splashtop account info is correct. Streamer does not require any additional security for connect. I have attempted clearing credentials in the client and get the same result.

Attempting to connect from the Splashtop website gets a request for my Splashtop account password and then just sticks as a progress spinner but never progresses. Connections from my iPhone (iPhone 6S Plus, iOS 9.1, Splashtop app v2.6.5.1) and iPad (iPad Mini 4, iOS 9.1, Splashtop app v 2.6.5.1) work fine. 

5

Comments

34 comments
  • @Rrjefferson,

    Our supporter has replied to your ticket.

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  • Yes, and I to them but if someone out there figures out a workaround first, bully.

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  • @Rrjefferson,

    We figured it out. Please refer to the ticket.

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  • Would be great if you share this info, so i could halve solved my problem by now and not waiting for support ;-)

    Cheers,

    Yves

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  • @Yves,

    It is an issue related to v3 Splashtop Business client. The engineering team are working on fixing it and will release a new v3 build soon.

    For now please you could use the following link to roll back to v2 Splashtop Business as a workaround:
    https://db.tt/SnnV93ub

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  • I am having this same issue, it just started this afternoon.  I have tried it from a Windows 7 and 10 computer.  It only happens on some of our destination computers, not all.  OS doesn't seem to matter.

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  • @Info,

    We also replied to your ticket.

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  • Has there been any progress on this?  I've noticed a few PCs having this issue.

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  • @Eharrison,

    Yes we were working on this. Please help restart the PCs or restart the streamer on PCs that having this issue then see if it still happens.

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  • Having the same problem on two out of 4 computers

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  • @Budnail,

    Did you still see the issue today? Could I know the name of the computers? If you still see the issue after April 27, please also help collect splog.txt at below path on the culprit computers:

    C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\log

    Thank you.

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  • After restarting the streamer on the problem computers, (which required a cross town trip) all appears well.

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  • @Budnail,

    We are actively improving this on our backend; please don't hesitate to contact us if you see the issue again. Thank you!

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  • Encountering this for the first time today on a PC in SoCal and I'm not very frustrating... It appears a local re-start may resolve it.  Any other advice?

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  • @Ron_ellis,

    I checked the backend it seems it is 3.0.6.4 streamer on computer in SoCal, please help upgrade the streamer to 3.0.8.2 then see if you still see the issue.

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  • Really?  Just update the client on the PC that's 650 miles away and that Splashtop could reach a day ago, but can't today.  It seems you do not understand why we use this software...

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  • @Ron_ellis,

    The computer is showing online according to backend's record and although it is not the latest streamer (3.0.8.2) installed but there should be no "wrong password" issue with 3.0.6.4.

    Is it possible there is someone near the computer could help restart the streamer?

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  • I just had this happen. An hour ago I was able to access a Mac laptop as I have many times. Just now, after several tries, I cannot, getting the "wrong password" message. The Streamer client should be v.3.0.6 something, Splashtop Business on my Mac is 3.0.8.3. I have a lot of remote work to do tonight and in the next few days... Sure hope this is not going to happen on all attempted connections! Please help!

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  • @Charles,

    Do you still see the issue? Could we know the name of the Mac you wanted to connect but failed?

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  • @Charles,

    We'd like to debug a bit if you're still seeing the issue. Please file a support ticket and attach the debug logs for both the streamer and Splashtop Business app:

    streamer: /Users/Shared/SplashtopStreamer/SPLOG.txt OR ~/Library/Logs/SPLog.txt (single user machine)

    Splashtop Business app: ~/Library/Containers/com.splashtop.stb.macosx/Data/Library/Logs/STClient.log

    Thanks,
    Phil

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  • We are also now experiencing this issue with one of our systems.

    Only happens when entering the correct password on any local user account.

    When entering an invalid password, it correctly returns an invalid password response.

    The version of the streamer happens to be 3.0.6.4.

    We have one other system on the same version which doesn't have this issue.

    Using the IPAD App version 2.6.8.1, the app returns a "Your computer may not be on" response.

    On the Android App version 2.7.1.6 r81526 returns, "Security code is set in Splashtop Streamer's Security tab" (we did not set a security code)

     

     

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  • @Jruggieri,

    Sorry to hear about the troubles.

    We can't make out exactly what's wrong. Below are suggested steps for us to continue troubleshooting together. Please file a support ticket and provide as much of the information below as you can for us to keep working on it.

    1st - Can you take a screenshot of the "wrong password" message (when you enter the *correct* password)?

    2nd - Please grab the debug logs on streamer and Splashtop Business app (I think you're on our latest app already 3.0.8.5)

    streamer: C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\log\*.*

    Splashtop Business app for Windows: C:\ProgramData\Splashtop\Splashtop Remote Client for STB\User\*.txt

    3rd - Restart streamer and see if problem persists

    4th - Update streamer to latest (3.0.8.3) and see if problem persists

    Thanks,
    Phil

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  • I am trying to evaluate the trial version of your software and I get a similar message when trying to remote into a computer

    The Dialog Box asks: Enter a valid Windows/Mac user name and password for the remote computer.

    I put in the correct credentials and I get

     "Your user name or password is incorrect. Please try again."

    This worked yesterday and I can get into this remote computer by having them change the Security to not require a windows login

    I'm not sure I can switch from Logmein if this cannot be resolved...I don't have many days left on my trial...

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  • Hello.

    I got this message today, running Business v3.1.0.0 and trying to connect to a Windows 10 PC with Streamer v3.1.0.0

    The thing a tried to do was som uppdates on the klient machine. 

    First it work, i installed some windows updates and rebooted, after that i got the message. Used Teamviewer instead to install some more updates.

    After second reboot i could connect again with splashtop and everything was fine.

    Did a Bios-update and a third reboot and same massage again.

    What can be the problem with this? Is it splashtop´s servers that don´t keep up with the reboots and new logins? or that?

    Any ideas what i can try to find a sulution?

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  • @Lennart,

    We might need your help to collect logs. We transferred your comment to a ticket. Please help reply to the ticket. Thank you!

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  • I just had this issue happen.  The only way I could get to reconnect was to physically go to the machine, uninstall splashtop and reinstall....

    Luckily, the machine was in the next room.  If this happens to a machine 10, 100 or 1000 miles away, I'm going to be a very unhappy (former) customer.

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  • I'm generally impressed and pleased with Splashtop.  When it's working it's a full-featured tool, easy to install and it quickly makes a very usable connection.

    When it doesn't work I find that the most frequent reason is an apparent version miss-match.  If I upgrade the destination PC's Splashtop software I often find that I can make a connection again... That is a target PC generating this error does not generate it moments after an update.  So the phrase "Wrong password / Could Not Connect" might be more useful without the 'Wrong password' reference.

    My guess is that the development team has had problems trying to keep the updates backward compatible as we know from the recent issues with streamer's 'Check for Update' feature.

    How about a two- or better three-back compatibility policy for upgrades and telling us when that objective can't be achieved?

     

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  • Brandon,

    Sorry about the issue. We'd like to root out this sort of bugs. Can you file a support ticket and include the streamer version and streamer debug log?
    (open streamer > go to Advanced tab > scroll down and click on "Open log folder")

    Ron,

    Appreciate the input. Streamer can go back quite a few versions and still generally work, although as you can guess we'd always recommend the latest version (3.1.0.2 at the moment). With each version, we've identified and fixed various corner case connectivity issues that our customers find. So we're indeed very interested in any connectivity issues that still happen with 3.1.0.2. Please do contact our support if you find such.

    Thanks to you both.

    Phil

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  • We are seeing the same issue here connecting from business 3.1.0.0 to streamer 3.1.0.2. So far only with 1 machine.

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  • @Peter,

    We'd like to dig into it with some debug logs.

    When you get a chance, can you file a support ticket and include the debug logs from both the streamer and Business app?

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

    Business app: C:\ProgramData\Splashtop\Splashtop Remote Client for STB\User\*.txt

    Thanks,
    Phil

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