Multiple messages saying computers have been removed from my account

Hi,

Today I'm receiving multiple emails telling me that computers have been removed from my splashtop account - they are spread across various customers and definitely aren't being removed by a user.

I've connected to one of them using RDP - the streamer was showing as ready for connection - but the computer had gone from my list of clients. I was able to close and reopen the streamer and it's now appeared in my list again.

However I've received about 10 emails now saying various machines have been removed. I've also had one customer on the phone saying when they started their machine a message popped up from Splashtop saying "Oops, it looks like you don't have a Splashtop account". This is weird and if it starts happening on many machines I'm going to be inundated with customers calling wanting to know what's happening.

Any ideas?

Thanks,

David




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Comments

36 comments
  • David,

    We're looking into the issue right now. It looks like it's a side effect of our scheduled maintenance earlier today. We'll investigate and fix as fast as we can.

    Sorry about that.

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  • This is UNACCEPTABLE -  these are working accounts that I do not have access to and they were removed!  What am I to do now?  I need to go to each location and reinstall my remote access - This is hours of unnecessary work without compensation.

     

     

     

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  • I had about 20 fall off as well, but they are now coming back, saying they are being added by using a deployment code.

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  • Same here, will these be restored?

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  • 14 PC's have been removed! I must have access restored NOW!

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  • Workstations and Critical SERVERS were also removed on a holiday weekend where I have no physical access to the site!!!!!!!!!!!!

    NOW what do I do???

     

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  • I had 6 removed. Frustrating.
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  • I came in this morning to do work on multiples computers to find that I received several (about 10) emails saying computers were removed, and a couple of emails saying computers added to my account. All around 3am to 4am PST.

    I do work on these computers during non-business hours like right now over the weekend but now I can not. This issue is keeping me from getting my work done.

    I hope this can be fixed without any action taken on the remote computer as I have no physical access to them.

    -Peter

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  • @all,

    We've root caused the problem. Indeed the maintenance introduced a side effect where certain computers were removed from their teams.

    Some computers will re-initialize and return to the team without any action. Unfortunately the others will return only by manually restarting the streamer or the computer.

    We're really sorry guys. We know restarting the streamer or computer is the last thing you'd want to hear.

    We'll keep racking our brains here to see if there's anything else we can do from our end.

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  • Same here. VERY frustrating! Not as bad as some others, but 5 computers at two different sites. I signed up for your service so I wouldn't have to make these physical trips! You're costing me time and money. I will expect some form of compensation from Splashtop and assurance that you'll perform better testing in the future before initiating actions on our systems.
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  • Not sure if it's related (to your scheduled maintenance) but on a few computer that's I've rebooted about 45 minutes ago have NOT come back online.

     

    -Peter

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  • Additionally I am noticing that some of my computers are showing offline (not having been rebooted) since around your scheduled maintenance.

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  • I just received the same emails that other users in terms of "added by a deployment code". I received an email for each of them, but do not see all of them yet. Is there a place where change logs are kept? I think perhaps the community would be less angst over this problem if we knew what you were trying to accomplish. You will surely loose customers over this one. I'll stay around for a bit, but would be curious of a change log location.
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  • @Ptoutant, @Peter,

    We're trying something on our end to recover the computers. Please see if the "removed computers" now show back up in your computer list. And see if they're accessible now.

    If this works out, we'll continue fixing for all the affected customers. May not work for 100% of the computers, but hopefully alleviates a lot of the pain.

    Note that any grouping and permissions setting you've customized before will need to be done again.

    Thank you.

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  • I had 7 computers removed but one was restored eight minutes after it was deleted. I suppose that machine was restarted.

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  • I see now that my message has prompted all of the remaining ones to be added as emails have come in telling me that the computers are added again, however they are not showing up in my list of computers yet. Not sure if something else needs to be done on the back end or it just takes time for computers to show up and if so, how much time before I can connect to them?

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  • @all,

    We're in the process of digging up all the "removed computers" and returning them back to their appropriate teams.

    Hopefully you'll start seeing those computers show up on the "Computers" tab at my.splashtop.com. They should be in "Default Group."

    If you don't see them there, then the permissions may not be correct. And they'll show up in Management > All Computers. You can simply correct the permissions then they should show up in the "Computers" tab.

    Please see if above did happen for you, and see if you can access those computers remotely again.

    Remember to set the groups and permissions as how you'd like them again.

    Really sorry for the issue.

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  • None of my deleted computer have showed up yet. Additionally I still have computers showing offline, some of those were rebooted this AM and some of those went offline during your scheduled maintenance. I'll check again in about an hour.

     

    -Peter

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  • The one computer that got readded somehow on it own this morning was showing up in Default Group, but the rest of my computers that were just restored to my account were not showing up. I did find them as you suggested under Management > All Computers and I have assigned these missing computers. However, they are still not showing up on my computer list for me to connect to one this morning I am urgently trying to connect to.

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  • edit: I have assigned the missing computers to the groups I had them in previously. And this has not solved the problem of them not showing up in the computer list -- is there something else I can do to connect to one of these computers?

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  • @Peter,

    I see several computers in your account where the permissions need to be reset. For any computers that you don't see in your Computers tab, can you go to Management > All Computers to choose their permissions again?

    Hopefully that will make them show up in the Computers tab and, correspondingly, in your Splashtop Business apps.

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  • I'm afraid I'm having the same problem - I've had emails saying that most, or maybe even all, of the missing computer have been added back to my account - but I can't actually find them to connect to.

    David

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  • @support,

    What's the method for resetting permissions?

    -Peter

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  • For example - I've got a computer called "Troy". I've had an email saying he's been re-added... but I can't find it anywhere - including at the website under "Computer View > All Group > troy"

    David

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  • @Help,

    Under Management > All Computers, please choose the permissions again for the problematic computers. E.g. gear icon > Access permission > "Allow access by all admins".

    Please let us know if that helps.

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  • @all,

    Any missing computers should be in Management > All Computers > Default Group.

    While on that page, permissions can be reset by clicking on the gear icon next to the problem computer, then choosing "Access permission" > "Allow access by all admins."

    If that doesn't make the computer show up in the main Computers list web page and in the Splashtop Business app, please let us know!

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  • @support,

    Following your instructions for resetting access permission....on my computers showing offline it was already set to Allow access by all Admins and the Confirm button was greyed out. I tried to click the option button for Allow access by all admins and members, this un-greyed out the Confirm button and then I clicked confirm, then I show a red ! icon next to the computer and it said it couldn't update the device with the new setting. My guess is because the computer is showing Offline (but it's not).

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  • @support,

    In the Management > All Computers  I only saw one computer that had access permission set to "none" I reset that one to all Admins. But unfortunately that computer still is not showing up in my computer list.

    -Peter

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  • @Peter,

    Ok thanks for checking. Our developers are investigating your account.

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  • I've got a computer I want to connect to under "Management > All Computers > Default Group" and I click on the gear icon to the right of it but I don't get an option about Access Permissions.

    My options are Delete Computer, Rename Computer, Assign Computer group, Add note, See user list.  That's it.  When I click See user list, I can see that no users have permission to that computer.

    Your provided instruction to click on gear icon beside computer under Management > All computers is not working for me. Help!! How do I get permission back to access this computer?

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