Cannot connect - Splashtop Business

Hi Just installed and trying this out. i can connect fine between machines when i'm at home and on the same network but get the message 'Please make sure network is available and Splashtop streamer is running' when trying to connect via the internet. The icon shows a blue machine and does try to connect before coming up with this message.

I suspect it's something to do with SSL since looking at the logs on the target machine i'm getting the following messages.:-

<0>Jun 21 23:25:37 [SM_01700]:[NetTlv] SSL_Connect ret is -1 ssl err(1:0)
<0>Jun 21 23:25:37 [SM_01700]:[NetTlv] CreateSSL Err Info (336032744: error:140773E8:SSL routines:SSL23_GET_SERVER_HELLO:reason(1000))
<0>Jun 21 23:25:37 [SM_01700]:[RelayCh] create SSL fail (35-189-76-14.relay.splashtop.com:443)
<1>Jun 21 23:25:37 [SM_01700]:[RelayCh] setup ret=-1 retry 0 times
<1>Jun 21 23:25:37 [SM_01700]:[RelayCh] setup fail (0), retry 1 times

can you help please?

Many thanks

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Comments

5 comments
  • @Nick,

    We would need to check complete logs to address the cause. Please open the streamer on the remote computer getting the issue, go to the Advanced tab, scroll down to the bottom to click Send Debug Logs file.

    I also created a ticket for you, you can reply to us in the ticket.

    Thanks,
    Vans

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  • Debug logs sent as requested

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  • @Nick,

    We are checking logs and will update you as soon as possible.

    Thanks,
    Vans

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  • Regards;

    I had the same problem but discovered a different issue. The remote computers I was trying to access were rejecting to connect with these same messages. Then I decided to connect to them using Teamviewer (sorry) and was able to connect hence it was not a problem from the firewall standpoint. When checking more deeply in the situation I found that the remote computers were waiting to install updates at the next restart. After restarting them Splashtop started to connect.

    This is a very inconvenient situation since I am trying to switch Teamviewer to Splashtop as a support tool but can't convince my boss to do so when he sees issues like this one where Teamviewer can connect and Splashtop can't.

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  • @Luis,

    When you say waiting for a restart due to update, what is the update you mentioned? Was it a Windows update?

    As long as there is still internet access and the streamer is running with logging state on the remote computer, you should be able to log in.

    I would suspect there is another cause, but the reboot did resolve the issue.

    If you can reproduce the issue, please help file a ticket and send us logs so we can check and help accordingly. Thanks!

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