Datto RMM: Troubleshooting Splashtop Issues

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Topic

This article describes issues with Splashtop remote takeover and Datto RMM.

Environment

  • Datto RMM
  • Splashtop

Description

Follow the steps below to troubleshoot issues with Splashtop. If the problem persists, contact Datto RMM Support.

Verify the issue only pertains to Splashtop

Check if other applications have issues with your installation of Datto RMM.

Try another source machine (see if it is just related to this device)

If the original source machine is the only one affected, you know it is isolated to that device.

Try another destination machine

If the destination machine is the only one affected, you know it is isolated to that device.

Uninstall Splashtop via component and re-deploy

See if the current installation of Splashtop is corrupted and can be fixed with a simple re-install.

Uninstall Splashtop, delete registry keys, and re-deploy

Occasionally, Splashtop installations can get corrupted. They then require not only a re-install, but also the deletion of any leftover registry keys after uninstalling. When in regedit, search for Splashtop and delete anything found.

Gather necessary information

If the issue continues, gather as much of the following information as possible before contacting Datto RMM Support:

  • Hostname(s) and UID(s) of applicable device(s)
  • The specific error message (copy and paste the full errors with date/time stamp and surrounding lines)
  • Affected operating systems
  • Time of issue occurrence
  • Datto RMM Service Log files
  • Windows Event Logs in .evtx format
  • Export of entire registry (if Windows)

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