Computer Not Showing Up in List of Devices

We recently purchased 3 identical computers, and installed the Splashtop Streamer and Splashtop for Business on all of them. Through my endpoint management software, I can access all of them via the Splashtop Streamer. In order for our end users to access their computers remotely, they need Splashtop for Business. The install worked perfectly on 2/3 of the computers, but the third does not show up in our list of devices.

I have re-run this install many times by now, from the end-user account, domain-admin, local-admin... I've done everything but boot to Safe Mode and install it from there. Splashtop support has asked the end user to sign into the Streamer or to re-install the Streamer, despite my repeated assurances that the Streamer is working correctly (since I can remotely access the device), and that it is not the problem. 

Has anyone ever encountered this issue before? Currently it is not too much of an issue, because there is another computer that this user can remotely access for the tasks in question. But if Splashtop is only going to work on 2/3 of new computers going forward..... then it's time to look at alternatives.

Thanks in advance, anyone who can help!

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7 comments
  • You gave the user access to the computer in Access Permissions, right? That's the only time I've had a problem with a user accessing a computer. Is it showing up in their list?

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  • The user does not have  access because the device does not show up in the list of assignable  devices for the admin. That's the big problem here. We've never had any issues assigning devices once we can see them.

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  • Did you ever get a "computer added" email?

    Just out of curiosity, what endpoint software are you using that can interact with the Splashtop Streamer?

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  • Usually yes, we get a confirmation email about the device being added. That has not happened with the problem computer that I'm working on. And we're running Datto RMM. Works great! This is the first problem I've had with any device since we switched from TeamViewer. Unfortunately for me, it is becoming a pretty big issue

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  • I think that's where your problem lies. You may be able to get to the streamer, but I assume Splashtop doesn't know that the computer exists (hence no email from them).

    I've got about 25 Business app users on it and close to a hundred PCs that I have unattended access to and I received an email on each of them. I've had a couple of remote laptops that I installed the streamer on that I never got an email confirmation on (nor did they show up in my computer list). It wasn't until they established another VPN connection that I was able to install the streamer, get a confirmation, and have them show up on my computer list.

    I would uninstall the steamer and reinstall it on the problem PC. Sounds to me like Splashtop doesn't know it exists, and until they do, it's not going to show up. Just my two cents.

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  • We've uninstalled/reinstalled half a dozen times now, no change. And then today when we reinstalled it worked for some reason. Didn't do anything different this time, no idea why it worked.

    Oh well, I'm just glad to be done with this. Thanks for the help Les!

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  • Who knows. LOL At least it works now!

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