streamers going unavailable until updated?

I have a few hundred streamers under my support... predominantly on Macs.

around about the release time of a new streamer, I notice many of my computers are suddenly OFFLINE or unavailable in the Computer List

I would then have to get the individual client to SOS me onto the device, and by simply running CHECK FOR UPDATES, and installing the available streamer at the time. The machine name would re-appear in my Computer List.

is there something in the splashtop service that is deliberately logging out OLDER streamers? (forcing an update per say)

is there anyway to prevent this occurring? 

its not practical to repair every one of my missing computers, until they need support, but then it relies on the enduser working with me and SOS (and not unattended)

Its nothing new, has happened since I joined splashtop, but I noticed a bulk of machines around about the time of the 3.2.2.0 streamer update going offline

TIA

 

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Commenti

10 commenti
  • @havinabubble,

    Sorry about the issue.

    No, there is no such design or intention to log out any streamer, new or old version ones. I would assume that there is another cause.

    When you experienced the issue, and connected the computer using SOS, what was the status of the streamer? Login or logout? Please also help pick one or two Macs getting the issue, help us collect logs.

    You can open the streamer, go to the advanced tab, scroll down to the bottom to click send debug logs button. We will find out why it showed offline.

    Please also help file a ticket, let me know the owner's Splashtp account on the business team, so we can find your uploaded logs.

    Thanks,
    Vans

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  • @Vans

    thanks for responding and clarifying.

    If there isn't a forced upgrade pref, then I can't be alone in losing access to  numerous streamers, often around about upgrade time (each new release).

    At first I thought it was users turning the streamer off or quitting it, but my resolution is often to SOS on, goto the active streamer on the menu bar, simply run CHECK 4 UPDATES, accept the new update and instal and up it pops back ONLINE (I can then quit SOS and go the usual route)

     

    I will get you that info you requested, when I find one I haven't upgraded. At the moment most of my active are up-to-date but I have plenty of OFFLINE (and I know they are physically working online machines).

    Have you any experience of masOS operations that break an active streamer? (such as System upgrades or pref changes to the local OS?)

    kind regards

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  • @havinabubble

    We are not hearing of this issue with other customers.  Please file a support ticket and we can look into your specific account.

    https://support-splashtopbusiness.splashtop.com/hc/en-us/requests/new

    Thanks,

    Victor

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  • @Vans

    so here is ONE example, that just got fixed.

    streamer v3.1.8.0 under Yosemite. unavailable in the biz computer list.

    I know the user VERY well and so she hasn't touched the settings in any way and has no need to hide from me

    SOS onto the device, streamer was running, went into the STATUS and ALLOW ACCESS was black!

    pressed allow and the streamer came back on-line in the biz comp list.

     

    ...now the next bit took a new twist, as I've not seen this occur before.

     

    Having pressed ALLOW I received an email 

    Splashtop notification - computer removed (username 13 MacBook Pro)

    I then immediately received another email:

    Splashtop notification - computer added (username 13 MacBook Pro)

    and all was good. I was able to Splashtop onto the device. However when I ran CHECK FOR UPDATES, it said an error had occurred as another  process was already running!

    I tried a number of times, in the end I manually downloaded the latest update. Quit the streamer, ran the updater and the device created ANOTHER new issue.

    This time when I tried to remote on it told me I did not have enough licences to run concurrent sessions (which I don't). However I wasn't in session on the device.

    Tried hitting DISCONNECT (even though I wasn't in session)

    Finally had to SOS onto the device, streamer was running, went into the STATUS and ALLOW ACCESS was black again!

    problem is finally solved on THIS one remote

     

    TIA

     

     

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  • @havinabubble,

    We would need your help to collect streamer logs from the Mac getting the issue, so we can address the issue. Can you help? 

    Please open the streamer, go to the advanced tab, scroll down to the bottom to click send debug logs button, then send a ticket to us:

    https://support-splashtopbusiness.splashtop.com/hc/en-us/requests/new

    We will check logs and fix the issue. Thank you!

    Vans

     

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  • I am having similar issues with my remote computers.  What I have been doing is deleting the computer and adding it again which solves the problem.  I have several computers which I do not have easy access to, and I do not have SOS.  I am not an IT pro and I only do this to help family members.

    I have tried WAKE UP but it does not help.  Do I have an option?  I am not going to buy SOS just for this update.

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  • @JKK,

    Do you mean that your streamer will log out after automatically upgraded? Or the streamer will somehow show offline and you need to re-install the streamer to work? 

    Please help elaborate more so we can help accordingly. Thank you.

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  • @havinabubble,

    For experience 1, when you SOS in, I assume the streamer is at log-in state, right?

    If that is the case, next time you experience the issue, please help go to the streamer/advanced tab, scroll down to the bottom to click Send Debug Logs button, then let us know the timestamp you experience the issue, so we can check it in logs. We really need logs to address the cause.

    For experience 2, what is the streamer version? By design, a deployment streamer should never go back to input deployment code/Splashtop account login page once you have logged it in, unless you click "Delete this computer" option. Even you delete it, it should go back to deployment code login, instead of Splashtop account login page.

    Next time you see this issue, can you let us SOS to the computer to online debug?

    Thanks,
    Vans

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  • @Vans,

    For experience 1, when you SOS in, I assume the streamer is at log-in state, right?

    NO, the streamer appears to be functioning as it should (client side). But I cannot see it online admin side.

    but I will try and Send Debug Logs button, with a timestamp

     

    For experience 2, what is the streamer version? By design, a deployment streamer should never go back to input deployment code/Splashtop account login page once you have logged it in, unless you click "Delete this computer" option. Even you delete it, it should go back to deployment code login, instead of Splashtop account login page.

    Next time you see this issue, can you let us SOS to the computer to online debug?

     

    VARIOUS is what I would say. most of my streamers are kept pretty up to date (or only a couple of versions out)

    It will be very difficult to get you to SOS in when an incident occurs due to UK time difference and the fact my clients just want to get THEIR problem resolved (not the issue with my remote software that they where unaware of).

    But situation willing, I will try

    thanks

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  • @havinabubble,

    Thanks for the update, will wait for your log.

    We have a team at Asia timezone, so your morning (UK time) could be our evening, we are able to connect to the computer. 

    You can just file a ticket providing the info, the timestamp, SOS code, etc.
    https://support-splashtopbusiness.splashtop.com/hc/en-us/requests/new

    Thanks,
    Vans

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