Ya , just wish the vendors that support each other would work together. to fix things to make their client over experience better . i ave spent several hours on the phone with the dev team for ST and the are still reviewing the issues.
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Most likely the steamer on the endpoint needs to be on a minimum version for this to work properly. I don’t know what that minimum is though.
Sorry for the problems you are seeing here. Unfortunately, there isn’t much collaboration to be done here to resolve the issue. Syncro just basically initiates the connection and applies multiple security measures prior to initiating the connection. Once that is done everything is being done by Splashtop’s app, which we have no insight into. The only other time their agent interacts with Syncro is when the connection is forcibly closed by the MSP, and we get sent a webhook to log the end time of the session for you.
So typically anything happening pre-connection up to the point the Splashtop window appears could potentially be a Syncro issue. Anything happening after the connection window appears is 100% on Splashtop’s end.
That said, if they give you further pushback on any of these issues, please PM me your ticket number(s) where they are telling you it’s not their issue and I’ll try and escalate that at Splashtop for you.
Andy
Thanks . another question on BD EDR AND MDR services . can I get someone from sales to get with me ?
I know we can get BD EDR from syncro but what about MDR ?
No problem.
As for the EDR/MDR question, you can get BD/EDR through us only. BitDefender currently offers MDR but this isn’t something you can get from us currently.
Can you PM me your phone and email and I’ll have someone reach out to you?
@Andy regarding the splashtop reconnection issues mentioned above - I raised it with their support team and they initially advised the following;
“We and Syncro were able to sync up and this was pinpointed for Syncro to make some adjustments on their backend. I didn’t receive a direct update or timeline due to this being in Syncro’s hands. Are you still having this issue?”
I re-tested and confirmed the issue is still occurring and I provided extra feedback to them saying such and splashtop support then replied with the following;
“Thanks for the feedback Erin. Let me raise this on my end again and see if Syncro officially resolved the issue or if it’s a WIP. I’ll update you soon. Thank you for helping Erin.”
I have had no update on it since then though which was the 19th October. Any update on your end?
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So Splashtop made some changes on their end, and now we’ll need to make some changes on ours as a result. No eta, currently.
Update - splashtop support got back to me on the 9th to advise the fix for the auto-reconnect issue went live on the 7th. Testing shows it does work now though it is slow to reconnect.
EDIT: Gah, I spoke too soon. It doesn’t work 100% of the time.
I’d speak with support if you are seeing any issues still. After deploying the change last week we’re hearing a 100% success rate in reconnections. This is the first I’ve heard of a reconnect not working.