Splashtop Streamer not logging in
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Hello! This image is the problem client's computer: if I click on choice 1, nothing happens, but it SHOULD connect to the live user's session without kicking out the user. If I choose Console, the user gets kicked out as expected. The image below is my Win 7 VM. If I choosethe second item (with Active in the name), it opens the Splashtop connection and leaves the RDP session running. This is what fails at my client's office to their Win 7 computers. So, can any other Splashtop users verify that this scenario works? To verify, connect to a remote computer using RDP (via VPN or protected login as I outlined), then connect to that user's RDP session using Splashtop as in the image below. I appreciate any help! Gregg
Best Answer
Tabasco
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Mark (Splashtop)
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Brand Representative for Splashtop Gregg, sorry to hear the issues. I checked with our team, and here is the initial feedback:
Windows only allows a single user login (console or RDP). If someone logs in with RDP remotely, the console session will get logged out, and vice versa. As you try to remote in using Splashtop into the console session, the RDP will disconnect. Its possible to use Splashtop and RDP together, but as you connect with Splashtop, you should Not log to the windows login of the Console and should just immediately switch to the RDP terminal session. Our team reviewed the video. Seem like what you have done in the video is exactly as described. As long as you do NOT log into the Windows console session, and then switch to the RDP session, then Splashtop & RDP session can co-exist. Our team actually found a potential issue that terminal session switching doesn't work for selective Windows 7 machines.... this might be the cause for the issue here as you tried to switched to terminal session on WIn7. Vast majority of tested Win7 works, but seem like a few corner cases/configs of win7 will have switching issue. Our team will post a response for you at Splashtop support site (your ticket) shortly with a workaround to resolve the corner case win7 issue. Next streamer update will fix these win7 corner cases, targeting end of June (in 2 weeks). Thanks for bringing this to our attention. Thank you.
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Tabasco
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Best Answer
Mark (Splashtop)
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Brand Representative for Splashtop Gregg, sorry to hear the issues. I checked with our team, and here is the initial feedback:
Windows only allows a single user login (console or RDP). If someone logs in with RDP remotely, the console session will get logged out, and vice versa. As you try to remote in using Splashtop into the console session, the RDP will disconnect. Its possible to use Splashtop and RDP together, but as you connect with Splashtop, you should Not log to the windows login of the Console and should just immediately switch to the RDP terminal session. Our team reviewed the video. Seem like what you have done in the video is exactly as described. As long as you do NOT log into the Windows console session, and then switch to the RDP session, then Splashtop & RDP session can co-exist. Our team actually found a potential issue that terminal session switching doesn't work for selective Windows 7 machines.... this might be the cause for the issue here as you tried to switched to terminal session on WIn7. Vast majority of tested Win7 works, but seem like a few corner cases/configs of win7 will have switching issue. Our team will post a response for you at Splashtop support site (your ticket) shortly with a workaround to resolve the corner case win7 issue. Next streamer update will fix these win7 corner cases, targeting end of June (in 2 weeks). Thanks for bringing this to our attention. Thank you.
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Datil
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deanmoncaster
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Cant you just use VNC or something similar? (i haven't tried this it is just a blind suggestion)
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Datil
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greggmh223
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Sure, I could "just use" VNC, or AnyDesk, or TeamViewer, or any of the dozens of other remote support tools, but let me ask you this question. WHY would you recommend doing so, when my question was about a specific problem with a specific application, i.e., Splashtop? Using any of the others is IRRELEVANT to my issue with SPLASHTOP.
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Datil
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greggmh223
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Mark,
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Datil
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greggmh223
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Mark,
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Tabasco
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Mark (Splashtop)
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Brand Representative for Splashtop
Thanks Gregg. Please do keep me posted if the workaround helps. I will work with our team actively to help resolve if the issue persists. Thanks.
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Datil
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greggmh223
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For future readers, Mark's response that "Our team will post a response for you at Splashtop support site (your ticket) shortly with a workaround to resolve the corner case win7 issue" was the fix (renaming a specific file). I don't want to post that exact file because I don't know if they want it publicized.
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Datil
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deanmoncaster
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Because you came on a forum with extremely limited to none knowledge on the software in question after originally not getting the answer you were looking for and getting nowhere with the one and only set of people that could actually help you. If the problem were to persist and you needed something to help you i said "can't you use VNC?" until some fix was offered. So don't be like that when others are trying to give you a sounding board on a forum that, by anyones logic would be less use than the support department of the software you had an issue with.
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Tabasco
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Mark (Splashtop)
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Thanks Gregg. Sound like it is working. Our team's plan is to add the fix in upcoming release of new streamer (agent) targeting in two weeks... so there will not be a need for the workaround shortly. Thanks again for helping to uncover the corner case win7 issue with terminal switching.
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Datil
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greggmh223
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I hope that it will be a "moo point" by then anyway. They are back to work, and the new computers should be going in soon.
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Datil
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greggmh223
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"Because you came on a forum with extremely limited to none knowledge on the software in question"
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Datil
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deanmoncaster
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My response frustrated you because you were under the cosh, feeling pressure and the one people that could help you weren't helping you as you needed. I was your vent point. Just because you may know of other remote support tools doesn't mean that you have actually considered using one to test whether they also exhibit the same issue in the scenario. I also note the plethora of splash top users that have flooded this thread clambering over each other to help you. So again, don't be like that when you've come to others for help when your actual only source of help isn't helping you because then other people may be reticent to help you in future in case you get your knickers in a twist again.
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Datil
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greggmh223
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I have posted useless answers to others' thread before when I misinterpreted their issues. The difference between you and I here is that when they corrected me, I acknowledged it that I screwed up and didn't try to defend my unhelpful answers. Had you simply acknowledged that your answer had nothingto do with Splashtop specifically, we wouldn't be continuing this ridiculous dance.
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Datil
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deanmoncaster
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"BTW, their SOS product DOES work on these problem systems...which I figured out a few days after my post." Ahh so my suggestion was valid and you tried it (without consciously knowing it), testing other remote desktop apps does not exhibit the same issue, ergo you could discount an actual PC problem and could have proven to the technical team, seeing as they were being so obtuse, that it was the splashtop software that was at fault if they tried to tell you it wasn't. QED. /me smug mode enabled "Again, look at my scenario of an Exchange problem and someone suggesting Kerio. It's 100% irrelevant to getting the Exchange issue fixed." Actually it would allow you to work out whether you have an exchange error or a network error. It is a bit extreme and long winded but it would allow you to confirm exchange was at fault, but ultimately it isn't actually an irrelevant suggestion and it does depend on what the issue is as to whether you would do this. "Exchange isn't receiving emails" can you use kerio to see if that receives email? USEFUL "Exchange crashes on install" can you use kerio? not useful to get the answer as to why exchange isn't installing but proves that you don't have a local PC issue with installing software and allows you to discount the local PC being unable to install anything as the source of the problem. "Splashtop wont let me connect at the same time as an end user!" can you use VNC? useful because it allows you to see if the PC is preventing you or splashtop isn't working as it is meant to. Using kerio is a useful suggestion that may or may not guide someone to a fix depending on the issue at hand. Just because you cannot see the value in a suggestion doesn't automatically render it irrelevant. Now hopefully you understand why i said "can you use VNC?".
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Datil
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greggmh223
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OMG! You just don't get it. You are wrong, pure and simple. "Just because you cannot see the value in a suggestion doesn't automatically render it irrelevant." I agree, but there was NO value in the suggestion and THAT is what made it irrelevant to the specific Splashtop (not SOS) issue at hand. It was made automatically irrelevant BY YOU the second it mentioned something outside of the specific Splashtop issue and specific requested Splashtop test steps. It's NOT a matter of opinion; it is FACT that it is irrelevant to the specific situation. "Now hopefully you understand why i said 'can you use VNC?'" No matter how many ways you try to twist my SPECIFIC ISSUE to fit your answer, YOU ARE WRONG.
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Datil
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deanmoncaster
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I think i just played chess with a pigeon......
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Datil
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greggmh223
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Dean,
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Datil
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greggmh223
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For any poor soul who may still be following this thread, the originalSPECIFIC issue with Splashtop has been fixed with their release on 6/21/20 of the Splashtop Streamer 3.4.0.0 version, a product specific to Splashtop and NO other product.
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Datil
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greggmh223
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BTW, who is "Denis (LiteManager)" and why is he spicing every post?
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Datil
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greggmh223
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You sound like someone who would go to the doctor complaining of pain in the third finger of your right hand, and when the doctor asks, "Can I amputate your left foot?", you agree to it. It's irrelevant to your specific situation, but hey, hack it off and see if it fixes the problem!
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