Communication Error in Splashtop

Hi!

When I’m trying to connect to multiple different desktops across multiple different tenants in Syncro, I’m getting the following error, as shown in the screenshot: "We’re having trouble connection you with Splashtop. Splashtop says: Condition Not Satisfied. (Source IP address check, SRS rmm_id not matched)

image

This is a massive problem because this also means that the end users that we pay for them to have access through the portal don’t have access to their machines.

What would you say is the best course to get this repaired ASAP?

Thanks

Hi @mo1,

Can you check the firewall exceptions and IP addresses that need to be allow-listed?

Try running this script on one and see if it’s fixed. It will update/reinstall Splashtop and leave all the settings as is. It’s weird that it’s happening on multiple ones, it’s indicating that the handshake between Syncro and Splashtop is not working correctly. This is usually a one-off issue.

Import-Module $env:SyncroModule
$workingdir = "c:\temp"
$url = "https://my.splashtop.com/csrs/win"
$file = "$($workingdir)\streamer.exe"

# Test if the working directory exist
    If(!(test-path $workingdir))
        {
        New-Item -ItemType Directory -Force -Path $workingdir
        }

# Download
    Invoke-WebRequest -Uri $url -OutFile $file
    
# Install
        start-process -wait -Filepath $file -ArgumentList "prevercheck /s /i hidewindow=1"
        Start-Sleep -s 3
        Write-Host "Deleting Installer"
        Remove-Item -path $file