Remote Control with Splashtop – FAQ and Troubleshooting

Overview

This page provides answers to common questions, known limitations, and troubleshooting guidance for Remote Control with Splashtop in Automox.

Remote Control enables IT administrators to securely connect to devices directly from the Automox console for troubleshooting, maintenance, patching, and end-user support. All sessions are encrypted and audited at the session lifecycle level.

ClosedWhat plans include Remote Control?

Remote Control (Core)

Included with Automate Enterprise.

Provides:

  • Secure remote desktop access
  • Encrypted traffic
  • View-only and interactive control
  • Sound redirection
  • Ability to switch between monitors on multi-monitor remote devices

Automox Resolve, powered by Splashtop (Premium add-on)

Optional paid add-on that includes everything in Core plus:

  • File transfer (up to 64 GB)
  • Chat
  • Remote print
  • Multi-monitor support (including "All Monitors (One Window)" to view all monitors simultaneously)
  • Session recording (local)
  • Two concurrent sessions per device

How do I know which plan I have?

You can see which Remote Control plan is enabled by opening a device's Remote Control section in Device Details. The Remote Control section displays the current Remote Control Tier, indicating whether the device is using Remote Control (Core) or Automox Resolve powered by Splashtop.

What is the cost of Automox Resolve Powered by Splashtop (premium add-on)?

Pricing varies by organization. Contact your Account Manager for a quote. If you're unsure who your contact is, email success@automox.com .

Platforms, Components, and Installation

ClosedWhich operating systems are supported?

Streamer (remote device):

  • Windows 10–11
  • Windows Server 2012–2022
  • macOS 13 (Ventura) or later
  • Linux is not currently supported (planned for a future phase)

Splashtop RMM App (administrator device):

  • Windows
  • macOS
  • Linux is not supported as a Splashtop RMM App platform

ClosedWhat’s the difference between the Splashtop Streamer and Splashtop RMM App?

Splashtop Streamer

Installed on the remote device being controlled.

Splashtop RMM App ("Splashtop for RMM" App)

Installed on the administrator’s device to launch sessions.

Both components are required to start a Remote Control session. The Splashtop RMM App is installed once per administrator device, while the Streamer must be installed and registered on every device you want to control.

ClosedDo I need to install anything before starting a Remote Control session?

Yes. A Remote Control session requires both components:

  • Splashtop RMM App installed on the administrator’s device
  • Splashtop Streamer installed and registered on the remote device

ClosedHow is the Splashtop Streamer installed?

The Streamer is installed silently via the Automox agent.

Supported methods:

  • Organization-wide install (Settings → Remote Control)
  • Per-device install (Device Details → Remote Control)

ClosedIs the Splashtop Streamer installed system-wide or under a user profile on Windows?

The Splashtop Streamer is installed system-wide on Windows — not under the currently logged-in user's profile. It runs as a Windows service executed by the SYSTEM account. This means the Streamer is available before any user logs in (including at the Windows login screen), requires no per-user configuration, and persists across reboots and user account changes.

ClosedHow long does installation take? Is a restart required?

Installation typically takes 2–5 minutes per device, depending on network speed and device performance. A system restart is not required.

ClosedIs there a single installer for the Automox agent and Splashtop?

No. The Automox agent and the Splashtop Streamer are installed separately. The Streamer install is triggered from the Automox console and executed by the agent.

ClosedWhat happens during registration?

After installation:

  • Automox registers the Streamer
  • The Splashtop device ID is linked to the Automox device
  • Streamer status updates appear in the Remote Control section

Registration must complete before a session can begin.

ClosedCan customers deploy the Streamer outside Automox?

Yes. You may pre-install the Splashtop Streamer using tools like Intune, Jamf, or PDQ.

However:

  • You must still run the Automox install action to register the device
  • Automox detects the existing Streamer and skips re-installation
  • Registration is required for Remote Control to function

ClosedWhat agent version is required?

Automox Agent 2.4.33 or later is required.

ClosedHow do I uninstall the Splashtop Streamer?

Supported uninstall methods:

  • Organization-wide uninstall (Settings → Remote Control)
  • Per-device uninstall (Device Details → Remote Control)
  • Worklet-based uninstall (Software Lifecycle Worklet Catalog)

All methods uninstall silently and fully remove the Streamer.

ClosedCan I cancel a Remote Control (Splashtop Streamer) install once it has started?

No. Once a Streamer install command has been sent to a device, it cannot be canceled or stopped while it is in progress.

Streamer installs are executed through Automox’s core command queue. There is currently no mechanism to interrupt or remove a command once it has been queued and dispatched.

ClosedWhat happens if both install and uninstall are triggered?

If an install and an uninstall are both requested for the same device, the commands run in sequence:

  1. The install completes first
  2. The uninstall runs immediately afterward

No manual intervention is required. The device will end in an uninstalled state once both commands finish processing.

ClosedWhat happens to Linux devices when I run an org-wide Streamer install?

Linux devices are ignored when running an org-wide Streamer install.

Remote Control powered by Splashtop is supported on Windows and macOS only. When an org-wide install action is initiated, Automox targets only supported operating systems. Linux devices are not eligible for Streamer installation and should not be affected by the action.

  • You can safely run org-wide install actions even if Linux devices exist in your organization
  • Streamer installation is attempted only on supported platforms
  • Linux devices will remain unchanged

ClosedWhere do I manage Remote Control settings for my organization?

Automox includes a dedicated Remote Control section under Settings → Remote Control.

This section is used to manage organization-wide Remote Control behavior, including:

  • Installing or uninstalling the Splashtop Streamer across all devices
  • Controlling default installation behavior for new devices (Auto-Install)
  • Viewing Remote Control deployment settings

Device-specific status and actions are managed from the Remote Control section on the Device Details page.

ClosedWhat’s the difference between Settings → Remote Control and the Remote Control section on a device?

  • Settings → Remote Control is used for organization-wide actions and default behavior.
  • Device Details → Remote Control is used to view Streamer status, troubleshoot issues, and take action on individual devices.

Both views reflect the same underlying device state but are designed for different scopes of management.

Existing Splashtop Installations

ClosedWhat if I already have Splashtop installed on my devices?

In many cases, no additional action is required.

Splashtop’s commercial offerings — including Splashtop Business, Splashtop Personal, Splashtop Classroom, and Splashtop On-Prem — use the same underlying Streamer application as Splashtop for RMM. These installations are compatible with Automox Remote Control.

If one of these applications is already installed on a device:

  • Automox does not reinstall the Streamer
  • The existing Splashtop installation is reused
  • Remote Control can function normally once the device is registered

ClosedHow does this work technically?

When you initiate a Streamer install from Automox:

  • Automox still runs the installation script on the target device
  • If Splashtop is already installed, the script skips re-installation
  • Automox extracts the existing Splashtop device UUID
  • This UUID is sent to the Automox cloud to map the Automox device to Splashtop

This mapping step is required for Remote Control to function correctly, even when Splashtop is already present.

ClosedAre there any limitations or caveats?

This behavior has not been extensively tested across all customer environments and configurations. In some cases, behavior may vary depending on how Splashtop was originally installed or configured.

If you encounter unexpected behavior when using an existing Splashtop installation, please contact Automox Support so the issue can be investigated.

Permissions, Consent, and Access

ClosedHow are Remote Control actions authorized in Automox?

Remote Control actions are governed by role-based permissions. Your Automox role determines whether you can start sessions, manage consent, or perform Streamer deployment actions.

ClosedWho can start a Remote Control session?

Users with Device: Control permission.

Default roles:

  • Full Administrator
  • Helpdesk Operator
  • Organization Operator

ClosedWho can manage end-user consent?

Only users with Remote Control Consent: Manage permission.

Default role:

  • Full Administrator

This controls the End-user Consent setting on in the Settings area of the Remote Control section on a device.

ClosedWho can install or uninstall the Splashtop Streamer?

Per-device actions require Remote Control Actions: manage (device) permission.

Default roles:

  • Full Administrator
  • Organization Operator
  • Helpdesk Operator

Organization-wide actions require Remote Control Deployment: Manage permission.

Default role:

  • Full Administrator

These users can install or uninstall the Streamer org-wide and enable or disable Auto-Install for new devices.

ClosedWho can view deployment settings without making changes?

Users with Remote Control Deployment: Read permission.

Default roles:

  • Full Administrator
  • Organization Operator
  • Helpdesk Operator

Read-only users can view settings and toggle state but cannot take action.

ClosedHow does end-user consent work?

End-user consent controls whether a user at the device must approve a Remote Control session before it starts — and what happens if the user does not respond.

Consent is configured per device from the Settings area of the Remote Control section.

End-user consent can also be updated in bulk using Devices → Actions → Configure Remote Control, allowing administrators to apply consistent consent behavior across multiple devices at once.

ClosedWhat end-user consent options are available?

Administrators can choose from the following End-user consent options:

  • Required (attended)
    The user must approve the session before it begins.
  • Not required (unattended)
    The session starts immediately with no end-user prompt.
  • Required — if user doesn't respond, deny
    If the user does not click Allow within 30 seconds, the session fails.
  • Required — if user doesn't respond, allow
    If the user does not respond within 30 seconds, the session starts automatically.

The default setting is Required (attended).

ClosedWhat happens if a user doesn't respond to a consent prompt?

The outcome depends on the configured End-user consent setting:

  • If set to Required (attended), the session will not start until the user approves.
  • If set to Required — if user doesn't respond, deny, the session fails after 30 seconds.
  • If set to Required — if user doesn't respond, allow, the session starts automatically after 30 seconds.

ClosedWhat happens if "Required — if user doesn't respond, allow" is selected and no user is logged in?

If no user is actively logged in to the device, the remote control session connects automatically.

Because there is no end user present to receive or respond to a consent prompt, Automox does not wait for the consent timeout period. The session starts immediately.

Expected behavior:

  • No consent prompt is shown
  • The 30-second response window does not apply
  • The connection is established automatically

This behavior ensures unattended devices—such as servers or systems without an active user session—remain accessible, while still enforcing consent when a user is logged in.

ClosedCan admins connect to locked or signed-out devices?

Yes — only when unattended access is enabled.

If End-user consent is set to an unattended option or to "Required — if user doesn't respond, allow," sessions can start when a device is locked, at the login screen, or signed out.

ClosedWhy is the Remote Control button missing or disabled?

Common reasons include missing Device: Control permission, plan limitations, unsupported admin OS (Linux Splashtop RMM App not supported), or the device being offline.

ClosedCan I use the Automox version of Splashtop to launch sessions outside the Automox console?

No. Remote Control sessions must be launched from within the Automox console.

To start a Remote Control session:

  • The target device must be managed by Automox
  • The device must belong to the same organization as the administrator
  • The session must be initiated from the Device Details → Remote Control section in the Automox console

Launching sessions directly from the Splashtop app outside the Automox console is not supported.

macOS Permissions, Consent, and Common Issues

ClosedDo macOS users need to be administrators?

No. Permissions apply to the currently logged-in user. The user must enter their password to approve permissions, but administrator privileges are not required.

ClosedWhat permissions are required on macOS?

Required:

  • Screen Recording (screen visibility)
    • For macOS 14.2 Sonoma and later, use the Remote Desktop permission.
  • Accessibility (keyboard and mouse control)

Optional (feature-dependent):

  • Microphone (audio)
  • Full Disk Access (advanced file operations)

IT can pre-approve Accessibility and Full Disk Access using MDM tools. Screen Recording and Microphone always require user approval due to Apple security policies.

For step-by-step instructions with screenshots and macOS version–specific guidance, see Splashtop’s documentation: How to allow remote access on macOS

ClosedWhy does macOS show a black screen?

A black screen almost always means Screen Recording permission is missing.

Have the user open System Settings → Privacy and Security, enable Screen Recording & Accessibility for Splashtop, and restart the Splashtop Streamer if prompted.

This is expected macOS behavior, not a bug.

ClosedWhich macOS permissions can IT pre-configure, and which require user approval?

IT administrators can pre-approve the following permissions using MDM tools:

  • Accessibility
  • Full Disk Access

The following permissions always require user approval due to Apple security policies:

  • Screen Recording/Remote Desktop
  • Microphone (when audio features are used)

These permissions cannot be enabled silently.

ClosedWhat happens if a user switches accounts on a Mac?

Permissions are granted per user. Switching users may disconnect the Remote Control session and require reconnection under the new user context.

Closed(Windows) Can I connect with admin rights? How does UAC work?

Yes. If no user is logged in, you can authenticate using administrator credentials.

UAC prompts behave as if you were physically present at the device.

Features & Limits

Feature availability depends on your Remote Control plan.

Feature Remote Control (Core) Automox Resolve, powered by Splashtop (Premium)
Secure remote desktop ✓ ✓
Encrypted connections ✓ ✓
View-only mode ✓ ✓
Interactive control ✓ ✓
Sound redirection ✓ ✓
Switch between monitors ✓ ✓
View all monitors simultaneously (All Monitors / One Window) NA ✓
File transfer (up to 64 GB) NA ✓
Chat NA ✓
Remote print NA ✓
Session recording (local) NA ✓
Concurrent sessions per device 1 3

ClosedCan I switch between monitors during a remote session? Is this a Premium-only feature?

No — monitor switching is available with both Core and Resolve. With Core, you can switch between individual monitors on the remote device one at a time. With Resolve (Premium), you get that same capability plus the option to view all monitors simultaneously using "All Monitors (One Window).”

ClosedWhere are session recordings saved?

Session recordings are stored locally and never uploaded.

  • macOS: ~/Documents/Splashtop for RMM
  • Windows: C:\Users\{USERNAME}\Documents\Splashtop for RMM

ClosedCan administrators disable session recording in Splashtop?

No. If your organization is using Automox Resolve powered by Splashtop, session recording is always available to technicians and cannot be disabled at the organization level.

Session recordings are initiated manually by the technician and are stored locally on the technician's machine.

ClosedWhat’s the file transfer size limit?

Up to 64 GB per transfer.

ClosedIs Wake-on-LAN (WoL) supported?

Wake-on-LAN is not supported through the Automox–Splashtop integration.

While Splashtop supports WoL in some of its standalone products, this capability is not exposed or configurable through Automox.

ClosedIs there a limit on how many devices an administrator can connect to at the same time?

No. Automox does not impose a hard limit on the number of simultaneous remote connections a technician can initiate. Practical limits may still be influenced by local system performance and network conditions.

Updates & Lifecycle

ClosedHow are the Streamer and Splashtop RMM App updated?

Both appear in the Automox Third-Party Software Catalog and can be updated using standard patch policies.

The Streamer may also prompt for updates independently. This behavior is expected.

Reporting, Audit, and Compliance

ClosedIs Remote Control activity audited?

Yes. Automox records key Remote Control activity in the audit trail for security and compliance purposes.

The audit trail includes:

  • Remote Control session start, end, and failure events
  • Organization-wide Streamer install and uninstall actions
  • Auto-Install for new devices enabled or disabled

Each record includes the organization, initiating user, timestamp, and action type.

To protect privacy:

  • Screen content is not recorded
  • Keystrokes and mouse activity are not logged
  • Files accessed or transferred during a session are not audited

Only session lifecycle metadata and administrative actions are captured.

Auto-Install & Deployment Behavior

ClosedWhat happens when Auto-Install for new devices is enabled?

When enabled, Automox automatically installs the Splashtop Streamer on newly added devices that meet eligibility requirements. Existing devices are not affected. Auto-Install only applies to devices added after the setting is enabled. Existing devices must be installed manually using an organization-wide or per-device install action.

ClosedWhy is the Install or Uninstall button disabled after I use it?

Organization-wide install and uninstall actions have a 24-hour cool-down to allow devices time to process the request and prevent repeated retries while deployment is still in progress.

ClosedWhat happens if a device is offline during an install or uninstall?

Offline devices automatically process the action the next time they check in.

Legacy Remote Control

ClosedWhat happened to Automox’s legacy Remote Control?

Remote Control with Splashtop replaces Automox’s legacy Remote Control solution and provides improved performance, security, and feature support.

ClosedWill Automox automatically remove legacy Remote Control components from my environment?

No. Automox does not automatically remove legacy Remote Control components.

However, Automox provides supported worklets to remove legacy Automox Remote Control components if you choose to clean them up.

Available worklets:

These worklets remove legacy binaries and services and can be run safely alongside Splashtop.

Architecture and Execution Flow

ClosedHow does a Remote Control session work behind the scenes?

Remote Control sessions are orchestrated by Automox and securely brokered through Splashtop. The high-level flow is:

  1. An administrator initiates Remote Control from the Automox console.
  2. Automox performs authentication and role-based access control (RBAC) checks.
  3. Automox requests one-time credentials from the Splashtop API.
  4. Automox generates an additional one-time token for session validation.
  5. Automox sends a command through the Automox Agent to the Splashtop Streamer on the endpoint, including:
    • The one-time credentials
    • The consent configuration (attended or unattended)
  6. The Splashtop Streamer establishes a secure connection to Splashtop's servers.
  7. Automox returns a launch link (containing the one-time credentials) to the initiating client.
  8. The Splashtop RMM App opens the link and communicates with Splashtop's servers to start the session.
  9. Desktop data is relayed securely through Splashtop relay servers for the duration of the session.

All connections are encrypted, and credentials are single-use.

Troubleshooting & Error Checks

ClosedIf a Remote Control session won't start

Step 1: Confirm basic requirements

  • The Splashtop RMM App is installed on the administrator's device
  • The Automox Agent version is 2.4.33 or newer
  • macOS permissions are approved (if applicable)
  • The Splashtop Streamer is installed and registered
  • The device is online

If any of these requirements are not met, Remote Control sessions will not start.

Step 2: Check connectivity for Remote Control

If the basic requirements are met and the session still fails to connect, run the Check Firewall action from the Remote Control section on the Device Details page.

This check verifies outbound connectivity to all required services, including:

  • Splashtop API servers (authentication and session setup)
  • Splashtop relay servers (screen, input, and session data)
  • Automox command storage (required for component downloads and management)

If any of these checks fail, Remote Control sessions may not start even if the Streamer is installed and registered.

If a check fails:

ClosedWhy doesn’t Remote Control start when I click the button?

Remote Control requires the Splashtop Streamer to be both installed and registered.

If the device is not ready, clicking Remote Control opens the Splashtop Streamer Status instead of starting a session. This view shows whether the Streamer is missing, unregistered, or failed during a previous attempt, along with available actions to resolve the issue.

ClosedWhat does the “Install” button do in the Splashtop Streamer Status?

The Install button is used for both first-time installation and retry scenarios.

When selected, Automox attempts to:

  • Install the Splashtop Streamer if it is not already installed
  • Register the device once installation is complete

You do not need to distinguish between installation and registration issues—the Install action always attempts both steps.

ClosedWhere can I see why a Remote Control session failed?

When a Remote Control session fails:

  • The Audit Trail records the failure, including the returned error code and error message
  • Agent logs confirm that a session attempt occurred
  • Splashtop Streamer logs on the device provide low-level connection and environment details

Each source provides different information and can be used together for troubleshooting.

ClosedWhere are Splashtop Streamer logs located?

On Windows devices, Splashtop Streamer logs are located at:

C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\log

On Mac devices, Splashtop streamer logs are located in a zip file. Unzip and look for SPLOG.txt.

~/Library/Application Support/Splashtop Streamer/Logs

These logs include installation, registration, and connection-level details.

Troubleshooting Tools

ClosedWhen should I use the Restart Splashtop Streamer Service worklet?

Use this worklet when the Splashtop Streamer is installed and registered but is no longer running as expected.

This can occur when local environmental factors—such as endpoint security tools or OS-level events—stop or disrupt the service. This worklet restarts the service but does not reinstall or re-register the Streamer.

ClosedWhat does the Collect Splashtop Streamer Logs worklet do?

This worklet collects detailed, system-level Splashtop Streamer logs directly from the device.

It is most useful when installation, registration, or connection issues persist after retrying or restarting the Streamer service.

Security, Privacy, and Compliance

Sessions are encrypted end-to-end. Only session lifecycle metadata is logged. No screen content, keystrokes, or file actions are recorded.

Splashtop maintains its own security and compliance certifications. For the most up-to-date information, see: Splashtop Security & Compliance

ClosedAre new firewall rules required?

Yes. Splashtop introduces new outbound requirements beyond legacy Automox Remote Control. These requirements are additive and do not replace existing Automox Platform Firewall Allowlisting Rules.

Related Topics

Additional Resources

Note: FIPS mode is configured within Splashtop and managed outside the Automox console.