The Splashtop troubleshooting tips in this article are divided by category. Look for the category that refers to your issue and navigate to it via the list below. Some fixes are described better under separate articles, which you’ll be referred to from the appropriate section. We highly recommend trying HelpWire as an alternative, and wish you luck with the troubleshooting process.
Issue categories:
- – Connection issues
Complete inability to connect;
Random disconnections during the session;
Lag;
Connection issues with a macOS Streamer.
- – Display issues
Black screen;
Blurry screen;
Issues with multiple monitors. - – Other problems
File transfer problems
Copy and paste not working
Remote printing not working
Session password incorrect (Splashtop SOS)
Try HelpWire
Most of the fixes presented here refer to Splashtop Business, meaning that a support provider needs to have a license to even get access to some of the listed features, let alone begin fixing them. Enter HelpWire – with file transfers, multi-monitor support, and more for free, it’s already a great Splashtop alternative.
HelpWire is a fully cross-platform remote support tool with an ability to save session info and easily restart a session with any given client, much like Splashtop Business. Unattended access can be granted as well, making it perfect for on-site and personal use.
Main HelpWire Features:
Splashtop Connection Issues
- – Usually, Splashtop cannot connect due to general issues with the network or temporary server outages. This is best diagnosed with the help of the Diagnostic Tool, and addressed by inspecting your network cables and router settings, adding exceptions to the Firewall, or contacting the Internet service provider.
- – Random disconnections are mostly caused by an unstable network or quality settings that can not be supported by your current network. Enable quality-lowering settings, such as “Reduce display quality when network is slow” and “Show solid color background”, or try running a ping command to catch network interruptions, and, once again, solve them on a network level.
- – Lag is similar to random disconnections, and is usually caused by quality settings that are too high, or hardware/software rendering. This can also be addressed from the Advanced tabs of Splashtop Business and Splashtop Streamer, by changing the rendering method and session quality.
Problems with a Splashtop Streamer on macOS
If Splashtop Streamer doesn’t have the right permissions enabled on macOS, this can lead to a variety of issues, ranging from disconnects to a black screen. Take the following steps to allow Streamer to fully operate on your system.
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Navigate to System Preferences > Security & Privacy > Privacy.
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Locate the lock icon under Privacy. Click on the icon to make changes.
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Go to “Accessibility” and give Splashtop Streamer the remote control permission.
Splashtop Display Issues
Visual clarity is often desirable, if not necessary, during a support session. And while blurriness can sometimes be ignored, a black screen, or an inaccessible second monitor, makes the remote session completely unusable. You can visit our article on Splashtop display issues for advanced troubleshooting, or use the quick tips provided below.
Black Screen
A black screen usually means one of the following:
- – The Splashtop-specific display drivers are corrupted or missing.
- – There is a version mismatch between the session host and the client.
- – On a headless computer, the virtual display is not being created.
These issues can be addressed by following one of the guides below.
How to Reinstall Splashtop Display Drivers
The installer for display drivers is included with Splashtop’s files on your system. This installer can be used if something happens to the driver files that have already been installed.
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Go to C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\Driver\LciDisplay.
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Select either install_driver64.bat on a 64-bit OS, or install_driver.bat on a 32-bit OS.
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Run the driver as an Administrator. This will reinstall the display driver on your computer.
How to Check and Update Your Version of Splashtop
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Find out what the latest Splashtop version is from the Streamer release announcement page. Since versions for Splashtop host and client apps are released simultaneously, you only need to know the current Streamer version.
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Open Splashtop Business, and go to “Help” > “About”. If the version is lower than the latest, download and install a newer Business client.
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Do the same for Splashtop Streamer.
You may want to do a full reinstall by completely removing Splashtop first. A Splashtop cleanup script is officially available for this purpose.
How to Create a Splashtop Virtual Display
Before running Splashtop on a headless system, you need to have the Virtual Display set up and running. Note that this feature may be unavailable for some licenses.
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Open the Streamer interface and go to Advanced.
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Click “Configure virtual display settings”.
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Select “Install driver”.
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Choose the resolution for the new display and click “+” to add it.
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The addition of the display can be verified from the display settings.
If the display doesn’t show up, restart either Streamer or your operating system.
Blurry Screen
Blur can be caused by a lack of bandwidth, or otherwise poor connection between the computers. If it’s not, you can try the following fixes:
- – Set the resolution of the client to match the resolution of the host.
- – Use in-session quality settings (the icon with two eyes) to make the session look sharper.
- – Try the Legacy Compatibility Mode.
How to Enter the Legacy Compatibility Mode in Splashtop
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Launch Splashtop Business.
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Navigate to File > Options > Advanced.
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Enable “Use Legacy Compatible Mode”.
Multiple Monitor Issues
Multiple monitor issues in Splashtop are often a case of UI confusion, with the continuation mode placing the second monitor on an unexpected side, or the second window being hidden in a way that isn’t easy to see on the Taskbar. You should also turn off Sleep Mode on your system, since it can interfere with multi-monitor functionality. Consider our article on Splashtop multiple monitors not working for more details.
Other Splashtop Problems
In this section, you can learn how to fix problems with remote printing, clipboard sync, file transfers, and other assorted Splashtop features.
Splashtop Copy and Paste Not Working
Issues with copy and paste in Splashtop are mainly resolved by changing the in-app settings, both during and outside of a session.
Try the following:
- – Go to “File” > “Options” and enable unattended session clipboard sync;
- – Switch keyboard mapping during a session;
- – Use “paste as keystrokes” as a workaround.
For more information, including tips on proper Splashtop reinstallation, visit the troubleshooting page for Splashtop copy-paste not working.
Splashtop File Transfer Not Working
If you’re unable to transfer files via Splashtop, there are several possible reasons:
- – The endpoint policies disallow file transfers;
- – Splashtop cache has been corrupted;
- – The versions of the Streamer and the client don’t match.
For more information on how to adjust Splashtop policies and clear the cache, visit the page on Splashtop file transfer not working.
Splashtop Printing Issues
Remote printing through Splashtop can fail for multiple reasons:
- – The subscription plan or the operating system does not support this feature;
- – The printer driver did not properly install;
- – An XPS viewer (xpsrchvw.exe) is not installed on the operating system.
First, verify that your plan includes printing capabilities. All paid plans should include it, but since they are subject to change, it’s best to verify this from the Remote Print support page. In addition, Windows versions older than 7 won’t be able to print remotely. If everything is fine in regards to compatibility, try reinstalling the printer driver or adding the XPS viewer feature.
How to Reinstall the Splashtop Printer Driver
The Splashtop folders in Program Files (x86) include numerous executable .bats that perform tasks in relation to remote printing.
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Navigate to Splashtop\Splashtop Remote\Server\Driver\STPrinter.
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Run the uninstall_driver and install_driver .bats for your system architecture.
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Run p_mount.bat.
Repeat the steps once or twice if there are no positive results.
How to Add the XPS Viewer Feature
The error code “Windows cannot find xpsrchvw.exe” can be fixed by adding this feature from the Apps and Features menu in Windows Settings. You can quickly open it by using a hotkey.
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Press Win+X and select “Apps and Features”.
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Click “Optional features”.
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Click “Add a feature”, find “XPS Viewer” and install it.
Splashtop Session Password is Incorrect
The “session password” problem is unique to Splashtop SOS, and can result from a typo, or having downloaded the client for the wrong region. In order to resolve this issue, you need to either:
- – Be thorough when typing in the password;
- – Or download the proper client.
Our article on the Splashtop “session password is incorrect” error features more information about client regions, and where to find the proper client for the region of the business that is providing support.