Splashtop quality awful again

itmanager
itmanager Member Posts: 5 ✭
edited December 2023 in General

I have been using splashtop without issue remote controlling my machines for a while and then a couple of days ago the quality of the picture is so bad I can't even read writing properly. I have deleted and re-added the RMM client app on my machine but it's made no difference, I also updated it using the updater with no change. The various options in the RMM client for video have made no difference also. This happened to me last year and then cleared up with remove / reinstall. Any tips on what I can do?

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Comments

  • tanderson
    tanderson Member Posts: 279 ✭✭✭✭

    @itmanager Unfortunately, I have never seen this issue, but it sounds more like a connection speed issue than an installation/update issue. Is this just one machine affected or all?

  • itmanager
    itmanager Member Posts: 5 ✭

    All machines I connect to - including via local 1Gb LAN! We have a 100Mb ethernet as well and no issues. Using competing remote support applications I have no issues, just splashtop.

  • itmanager
    itmanager Member Posts: 5 ✭

    I should add, using a different machine it's working ok. It did prompt me to upgrade on that machine (Splashtop Updater Service) and when I looked at the certificate on the upgrade prompt it expired 7th January 2022! I didn't upgrade from there but ran the app and upgraded straight from there.

  • tanderson
    tanderson Member Posts: 279 ✭✭✭✭

    @itmanager Can you clarify? When you use a different machine to remote into machines it is fine. Just your main machine is having issues remoting in?

  • m.vincer
    m.vincer Member Posts: 13 ✭✭
    edited July 2023

    @itmanager We've had similar issues before but with the addition of occasional disconnects or failure to connect at all.

    Note: Our ISP is a bit funky so this may not directly impact your issue.

    Empty out the HKLM\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server\CloudRegion key value - just delete whatever is in there and restart the Splashtop services - maybe a full system reboot just for good measure.

    We've deployed this emptying of the CloudRegion key via group policy after testing and haven't had any issues, aside from the typical "degraded service" type stuff you see on the status page.

  • sarah+success
    sarah+success Member Posts: 70 ✭✭

    Hey there @itmanager , Sarah from Atera here. While the above comments may have helped, I opened a ticket on your behalf just so that our support can take a look and see how we can assist you.

  • mbudke
    mbudke Member Posts: 139 ✭✭✭

    I had similar problems in the past and I fixed it by opening Splashtop on my computer, then go into Options, chose the 2nd tab (advanced) and then clicked "Advanced Settings".

    A new popup opens in which I can select the rendering method. Here I did switch to "Software".

    Since I did this change the quality issues were gone but sometimes it can happen that the Remopte Session freezes and I need to reopen it again. This does not happen on a daily base so I am OK to live with that :)

  • zach
    zach Member Posts: 2 ✭
    https://community.atera.com/discussion/comment/352#Comment_352

    we had the same issue with the above settings plus disabling hardware Acceleration in that same menu fixed this exact issue for me

  • CSsysadmin
    CSsysadmin Member Posts: 1 ✭

    The video quality is very poor for me as well. This is the first time I have encountered this problem after many years of using.

  • mb
    mb Member Posts: 4 ✭

    I gave it a try - but now I use AnyDesk only

  • sarah+success
    sarah+success Member Posts: 70 ✭✭

    Awesome work @smcfarland , this is so helpful!

  • andb
    andb Member Posts: 1 ✭

    None of these options worked for me but I found this thread so I thought I'd add my solution. My issue happened the same as described but is much later (11/12/23). The hardware acceleration option is no longer present, but there were 2 checkboxes for 'legacy compaatibility mode,' both of which I disabled. That seems to have fixed it for me.

  • jifraimov
    jifraimov Member Posts: 3 ✭
    https://community.atera.com/discussion/comment/342#Comment_342

    It's not. I tried on the PC right behind me, we're both on LAN. Splashtop is just an atrocious piece of Software. With AnyDesk being out of the picture for now, our whole company is suffering with this poorly designed RMM software.

  • andriy.asselberg
    andriy.asselberg Member Posts: 29 ✭✭✭
    edited February 16

    Hey guys, just wanted to put my two cents in on the topic. Windows comes built in with an app called Quick Assist. I have found it to be very useful in our environment. Now, by default, it will not show UAC prompts, so if you try to do any "admin" level changes on the machines, you will be met with a black "pause screen".

    However, there is a workaround to this issue.

    Here's what you can do:

    1. Open Command Prompt
    2. type: runas /user:USERNAME_WITH_ADMIN_PRIV cmd.exe
    3. type: secpol.msc
    4. Browse Security Settings - Local Policies - Security Options - User Account Control: Switch to the secure desktop
    5. Disable it
    6. Do your admin work, before you exit the session, make sure the above security setting is set to 'Enable'

    ##This will also work with AzureAD and Intune managed devices and accounts too.

    type: runas /user:AzureAD\USERNAME_WITH_ADMIN_PRIV cmd.exe

    I know this isn't a solution to the Splashtop dilemma, but a workaround is a workaround.

  • Shydaffodil
    Shydaffodil Member Posts: 1 ✭

    RMM Video rendering option = software "wham bang boom" 😁

  • mjones
    mjones Member Posts: 185 ✭✭✭✭

    Fwiw
    I run this script weekly on all of my agents to make sure that the Splashtop agent settings are always correct for my needs.

    REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v CaptureMode /t REG_DWORD /d 4 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v EnableHardwareAcceleration /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v AutoStart /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v CloudAutoUpdate /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v CloudRelayBridge /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v IdleSessionTimeout /t REG_DWORD /d 0 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v Automute /t REG_DWORD /d 2 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v DirectConnect /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v VirtualDisplay /t REG_DWORD /d 1 /f
REG ADD "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server" /v CloudComputerName_CSRS_OS_SYNC /t REG_DWORD /d 1 /f

net stop "SplashtopRemoteService"
net start "SplashtopRemoteService"

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 320 admin

    Adding on to that —
    https://support-splashtopbusiness.splashtop.com/hc/en-us/articles/360030993692-What-are-the-Windows-Streamer-registry-settings

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 320 admin

    Gang, I'd like to update that this appears to be a more common issue that I originally understood and as such has been escalated. I'll update of course.

    We've also learned that this is happening for users working with Splashtop directly, regardless of Atera, and perhaps this is a vendor issue, so please continue issuing tickets for us to learn from.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 320 admin

    Hey all,

    I posted as a separate thread, but also bringing in here —
    We've been updated of a known issue from the Splashtop team.

    Thank you for reaching out to Splashtop Support.To provide more details, there is an ongoing issue with the Splashtop software crashing on macOS 15 and later due to a bug on Apple's side. Splashtop has confirmed that no changes were made on our end, and we are currently waiting for Apple to release an official update to resolve this issue.In the meantime, if you have access to another Mac device, we recommend using the Handoff feature as an alternative solution, https://support.apple.com/guide/mac-help/hand-off-tasks-between-devices-

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