Automox Remote Control with Splashtop – Full User Guide

Remote Control Overview

Automox Remote Control with Splashtop enables IT teams to securely connect to managed devices directly from the Automox console. Remote Control can be used for troubleshooting, maintenance, patching support, and real-time assistance, without requiring separate logins or external tools.

All remote sessions:

• Are initiated from within Automox
• Use encrypted connections
• Respect Automox role‑based permissions
• Generate audit trail events for accountability and compliance

Remote Control with Splashtop replaces Automox’s legacy Remote Control solution and introduces improved performance, reliability, and enterprise-grade security.

The Remote Control section on a device is organized to clearly separate entitlement, device readiness, available actions, and configuration settings related to Remote Control.

Available Versions

Automox offers Remote Control in two tiers:

Remote Control (Core) Included with Automate Enterprise. Provides secure remote desktop access, interactive control, view‑only mode, sound redirection, and the ability to switch between monitors on multi-monitor remote devices.

Automox Resolve, powered by Splashtop (Premium) An optional add-on that extends Core functionality with advanced features such as file transfer, chat, multi-monitor support (including viewing all monitors simultaneously in a single window), session recording, remote print, and concurrent technician sessions.

How Remote Control Works

Remote Control relies on a viewer–agent architecture built on Splashtop’s secure remote access technology and integrated directly into Automox.

Two components are always involved in a session:

Splashtop For RMM App

The Splashtop RMM App is installed on the administrator’s computer. It is responsible for:

• Launching remote sessions
• Rendering the remote desktop
• Providing session controls and advanced actions

The Splashtop RMM App is installed once per administrator device and reused for all sessions.

Splashtop Streamer

The Streamer is installed on each remote device that will be controlled. It:

• Registers the device with the Automox–Splashtop backend
• Accepts incoming remote control requests
• Enforces OS-level permissions on macOS

A remote session cannot start unless both the Splashtop RMM App and the Streamer are installed and registered.

Roles, Permissions, and Access Control

Remote Control actions are governed by Automox’s role-based permission model.

Starting Remote Sessions

To initiate a remote session, a user must have Device: Control permission.

Default roles with access:

• Full Administrator
• Helpdesk Operator
• Organization Operator

Managing End-User Consent

Changing end-user consent behavior requires the Remote Control Consent: Manage permission.

Default role:

• Full Administrator

Streamer Deployment Permissions

Deployment actions are intentionally more restricted.

• Remote Control Deployment: Manage
  Allows org-wide install/uninstall and Auto-Install configuration. Default role: Full Administrator.
• Remote Control Deployment: Read
  Allows viewing deployment settings without making changes. Default roles include Helpdesk and Organization Operator.

Remote Control Settings (Organization-Level)

Automox includes a dedicated Remote Control section in the organization-level Settings menu. This section centralizes configuration and deployment controls related to Remote Control with Splashtop.

The Settings → Remote Control page is designed to give administrators explicit, organization-wide control over how Remote Control is deployed and managed, separate from per-device actions.

What You Can Manage from Settings → Remote Control

The Remote Control settings page includes the following capabilities:

• Organization-wide Splashtop Streamer installation
  • Install the Streamer across all eligible devices in the organization
  • Uninstall the Streamer from all devices
• Default behavior for new devices
  • Enable or disable Auto-Install for New Devices
  • Define whether newly added devices automatically receive the Streamer
• Visibility and governance
  • Centralized location for Remote Control–related bulk actions
  • Controlled by dedicated Remote Control Deployment permissions

Actions taken from this page apply to all eligible devices in the organization and are recorded in the audit trail.

Understanding the Remote Control Section (Device Details)

The Remote Control section on the Device Details page is designed to clearly separate entitlement, device readiness, available actions, and configuration settings related to Remote Control with Splashtop.

This section is organized into four areas:

Tier

Indicates which Remote Control tier is enabled for the device:

• Core
• Automox Resolve powered by Splashtop

The tier determines which Remote Control features are available during a session.

Status

Shows whether the device is ready for Remote Control by indicating:

• Whether the Splashtop Streamer is installed
• Whether the Streamer is registered with Automox

A device must be both installed and registered before a Remote Control session can begin.

Actions

Provides one-time operations that take effect immediately, such as:

• Installing or uninstalling the Splashtop Streamer
• Ending active Remote Control sessions
• Running a firewall connectivity check
• Accessing Splashtop RMM App download links

Settings

Contains persistent configuration options that control Remote Control behavior for the device, including end-user consent requirements.

Installing the "Splashtop For RMM" App

Before starting a remote session, administrators must install the "Splashtop For RMM" App (Splashtop RMM App).

Installation Flow

1. Navigate to a device’s Device Details page in Automox
2. Select Remote Control
   
3. The first time you attempt to use Remote Control—and on every attempt until you confirm—the console will display a prompt asking whether you have already installed the Splashtop RMM App.
   • Select No to open a window with download links for Windows and macOS.
   • Install the app, then return to the console.
     
4. Once the Splashtop RMM App is installed, click Remote Control again and select Yes when prompted.
   • After you click Yes, Automox records that confirmation, and you will not see the prompt again on future Remote Control attempts from that same administrator device.

The Splashtop RMM App only needs to be installed once per administrator device.

Installing the Splashtop Streamer on Devices

Unlike the Splashtop RMM App, the Streamer must be installed on every device you want to control. The Streamer is not installed automatically when you click Remote Control.

Organization‑Wide Installation

Administrators with deployment permissions can install the Streamer across the entire organization.

1. Navigate to Settings → Remote Control
2. Select Install Splashtop Streamer
3. Confirm the action

What happens next:

• Online devices begin installing immediately
• Offline devices install automatically when they next check in
• The button is disabled for 24 hours to prevent repeated retries

Per‑Device Installation

For targeted deployment or troubleshooting.

1. Open Device Details for a specific device
2. Expand the Remote Control section
3. Select Install Splashtop Streamer

Installation Behavior by OS

• Windows: Fully silent
• macOS: Application installs silently, but user approval is required for permissions

If installation or registration fails, Automox displays a Streamer Status modal with error details and retry options.

How Is the Splashtop Streamer Installed on Windows?

The Splashtop Streamer is installed system-wide on Windows devices — 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 the Windows login screen)
• No per-user installation or configuration is required
• The service starts automatically and persists across reboots and user account changes

Splashtop Streamer Status: Installation and Registration Visibility

When a device does not have the Splashtop Streamer installed, registered, or successfully configured, Automox provides clear visibility through the Splashtop Streamer Status modal and the Remote Control section on the Device Details page.

These views help administrators understand why a remote session cannot start and what actions are available to resolve the issue.

When the Splashtop Streamer Status Modal Appears

The Splashtop Streamer Status modal opens automatically when you click Remote Control and the device is not ready for a session. This can occur when:

• The Splashtop Streamer has not been installed
• The Streamer is installed but not registered
• A previous install or registration attempt failed
• The device has not yet completed a pending install or registration

In these cases, Automox blocks session launch and surfaces the Streamer Status instead.

What the Streamer Status Modal Shows

The modal provides real-time status for the device, including:

• Whether the Splashtop Streamer is installed
• Whether the Streamer is registered with Automox
• Any errors or failures returned during installation or registration
• Detailed error output when an installation attempt fails

This information allows administrators to quickly distinguish between a device that has never had the Streamer installed and one that failed during a previous attempt.

Actions Available from the Streamer Status Modal

From the Splashtop Streamer Status modal, administrators can take action to bring the device into a state where Remote Control can be initiated.

The modal includes a single Install action, which is used in all cases where the device is not yet ready for Remote Control. This includes first-time installs as well as situations where a previous install or registration attempt did not complete successfully.

When selected, Automox attempts to ensure the device is fully prepared for Remote Control by:

• Installing the Splashtop Streamer if it is not already present on the device
• Registering the device with the Automox–Splashtop backend once the Streamer is installed

Selecting Install always attempts to move the device into a fully installed and registered state. If the attempt fails, the modal displays detailed error information to help diagnose the issue before trying again.

Remote Control Section on the Device Details Page

The Remote Control section on the Device Details page provides a real-time view of a device's readiness and the actions available based on its current state. Administrators can use this section to troubleshoot, deploy, or manage Remote Control without attempting to start a session.

Device Not Ready

When a device is not ready for Remote Control, the section clearly indicates whether:

• The Splashtop Streamer is not installed, or
• The Streamer is installed but not registered

In this state, Remote Control sessions cannot be initiated. Available actions may include:

• Install Splashtop Streamer
• Splashtop RMM App links
• Check Firewall Connectivity

Selecting Install always attempts to move the device into a fully installed and registered state. This applies to first-time installs as well as retrying failed installation or registration attempts.

Device Ready

When both installation and registration are complete, the device is marked as ready for Remote Control. In this state, administrators can:

• Start a Remote Control session
• End active sessions
• Uninstall the Splashtop Streamer
• Check Firewall Connectivity
• Access Splashtop RMM App links
• Adjust Remote Control settings, such as end-user consent

This section provides a persistent way to review readiness, take corrective action, and manage Remote Control behavior without launching a session.

Auto-Install for New Devices

Automox provides an organization-level setting that controls whether the Splashtop Streamer is automatically installed on newly added devices.

This setting is managed from Settings → Remote Control and defines the default installation behavior for new devices.

Default State

• OFF by default for all new customers
• Newly added devices do not receive the Splashtop Streamer automatically

This default ensures administrators maintain explicit control over where Remote Control is enabled.

What the Auto-Install Toggle Controls

When Auto-Install for New Devices is turned ON, Automox automatically installs the Splashtop Streamer on any newly added device that meets all the following conditions:

• The device belongs to the organization
• The organization has Remote Control entitlement
• The device is not blocked by organization-level preferences

Enabling Auto-Install for New Devices

To enable automatic installation for future devices:

1. Navigate to Settings → Remote Control
2. Locate Auto-Install for New Devices
3. Toggle the setting to ON

Once enabled, this setting remains in effect until it is turned off.

Installing the Streamer on Existing Devices

Auto-Install does not retroactively install the Splashtop Streamer on devices that already exist in the organization.

To install the Streamer on existing devices, administrators must use one of the supported manual methods:

• Organization-wide installation from Settings → Remote Control
• Per-device installation from the Remote Control section on the Device Details page

These installation options are described earlier in this guide.

macOS Permissions and End‑User Experience

Before a Remote Control session can display or control the screen for macOS end devices, the end user must grant macOS permissions when the Splashtop Streamer is first installed.

Remote Control permissions on macOS are granted per logged-in user, not per device.

End users must enter their password to approve required permissions, but administrator privileges are not required.

The user will see a Getting Started prompt asking them to enable the following permissions in System Settings → Privacy & Security:

Permission	Purpose
Accessibility	Allows remote input and control.
Remote Desktop	Reduces repeated prompts and improves session behavior.
Screen Recording	Allows the administrator to view the screen.
Microphone	Required when audio features are used. (Optional)
Full Disk Access	Full Disk Access is required to transfer files from the remote device back to the Splashtop RMM App. Full Disk Access is not required to transfer files from the Splashtop RMM App to the remote device.

How the End User Grants Permissions (macOS)

1. On the end-user Mac, open System Settings → Privacy & Security.
2. Select each category:
   • Accessibility
   • Screen Recording / Remote Desktop*macOS may show either Screen Recording or Remote Desktop depending on your OS version. These labels refer to the same screen-visibility permission. If you see "Remote Desktop," always enable that option. If you do not see Remote Desktop, enable Screen Recording instead.
   • Microphone (Optional)
   • Full Disk Access (Optional)
3. Locate Splashtop Streamer and toggle permissions on.
   
4. Restart the Splashtop Streamer when prompted.
   • When all required permissions are enabled, the device is ready for Remote Control.
   • If any permission is denied initially, macOS continues prompting until the user updates the setting.

What IT Can Pre‑Configure

Using MDM tools such as Jamf or Intune, IT administrators can:

• Pre‑approve Accessibility
• Pre‑approve Full Disk Access
• Configure Screen Recording / Remote Desktop so standard users can approve without admin rights

Apple does not allow Screen Recording or Microphone access to be granted silently.

Starting and Managing Remote Sessions

When the Splashtop RMM App and Streamer are installed and registered, you can connect instantly.

Starting a session

1. In the Automox console, select the Device Details page of the device you want to start a session for.
2. Click Remote Control.
3. If all requirements are met, the Splashtop Splashtop RMM App launches automatically.

During the session

• You’ll have full keyboard, mouse, and display control (once permissions are granted).
• Session traffic is fully encrypted.
• If the user moves their mouse or interacts during the session, control is shared.

Ending a session

• To end a session, close the session window.
• You can also select Disconnect in the navigation bar.

Managing End-UserConsent

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 on the Device Details page.

End-User Consent Options

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

• Required (attended) – User must approve before the session starts.
• Not required (unattended) – Session starts immediately with no user prompt.
• Required — if user doesn't respond, deny – Session fails after 30 seconds.
• Required — if user doesn't respond, allow – Session starts after 30 seconds*If no user is logged in to the device, consent prompts are not shown and the session starts automatically..

The default setting is Required (attended).

Choosing the Right End-User Consent Setting

• Required (attended)
  Best for environments where transparency is required or devices are user-owned. Ensures the end user is aware of and approves every session.
• Not required (unattended)
  Recommended for servers, kiosks, or shared devices where no user is expected to be present. Enables faster remediation but should be restricted to trusted admin roles.
• Required — if user doesn't respond, deny
  Useful in high-security environments where unattended access is not permitted under any circumstances.
• Required — if user doesn't respond, allow
  Common in IT support scenarios where users may be temporarily away, but assistance is still required without manual follow-up.

Changing End-User Consent for a Single Device

1. Open Device Details.
2. Expand Remote Control.
3. In Settings, select the desired End-user consent option.
4. Click Save settings to apply the change.

Bulk Updating End-User Consent

End-user consent can also be updated across multiple devices.

1. Navigate to Devices.
2. Select one or more devices.
3. Select Actions → Configure Remote Control.
4. Choose the desired End-user consent option and apply the setting.

End-User Consent Options Summary

Consent Option	User Prompt	Session Behavior	Common use cases
Required (attended)	User must actively approve the session before it starts.	Session does not start until the user clicks Approve.	End-user devices, BYOD environments, regulated industries, or any scenario where user awareness and approval are required.
Not required (unattended)	No prompt is shown to the user.	Session starts immediately.	Servers, kiosks, shared devices, or environments where no user is expected to be present. Often used for remediation and maintenance workflows.
Required — if user doesn't respond, deny	User is prompted to approve the session.	If the user does not respond within 30 seconds, the session fails.	High-security environments where unattended access is never allowed and explicit approval is mandatory.
Required — if user doesn't respond, allow	User is prompted to approve the session.	If the user does not respond within 30 seconds, the session starts automatically.	IT support scenarios where users may be temporarily away but assistance is still required without manual rescheduling.

Remote Session Controls

This table provides an overview of the controls available in the Splashtop navigation bar.

Note: You can hover over the icons to identify the control.

Control	Description
Disconnect	Ends the remote session.
RDP Switch Session (Premium)	Allows switching between active Windows user sessions.
Switch Monitor	Switch between individual monitors on the remote device. Available on both Core and Resolve. Resolve users can also use "All Monitors (One Window)" to view all monitors simultaneously in a single combined view.
View Settings	Adjusts display options including scaling, quality, and cursor visibility.
Full Screen	Expands the view to fill the administrator's display. Press Escape to exit.
Ctrl+Alt+Del	Sends the Ctrl+Alt+Delete command to the remote Windows device.
Record Session (Premium)	Starts or stops recording of the remote session.
File Transfer (Premium)	Transfers files between the administrator and remote device.
Chat (Premium)	Opens a text chat window for communication with the remote user.
Actions	Screen and input controls.

Key Features and Functions

This section goes into more detail about the available functionality when using Remote Control. The controls are described in order from left to right.

Disconnect

Click the Disconnect icon to end the Remote Control session at any time. The connection closes immediately, and Automox logs the session end in the audit trail.

RDP Session Switching

If the remote device hosts multiple Windows user sessions (for example, on a terminal or RDS server), you can easily toggle between them.

• Click the Next Monitor icon in the navigation bar.
• Select the desired session from the list.

This allows administrators to manage multiple users or active sessions on one system without logging off other users.

Multi-Monitor Access

Remote Control includes multi-monitor support at both tiers, with capabilities that differ between Core and Resolve.

Remote Control (Core) — Switch Between Monitors

With Core, you can switch between individual monitors on a multi-monitor remote device, viewing and controlling one monitor at a time.

How to Switch Monitors (Core):

1. Click the Switch Monitor icon in the navigation bar.
2. Select the monitor you want to view (Monitor 1, Monitor 2, etc.).

Keyboard Shortcuts:

• Ctrl + Alt + # → Switch to a specific monitor (for example, Ctrl + Alt + 2)
• Ctrl + Alt + → → Move to the next monitor
• Ctrl + Alt + ← → Move to the previous monitor

Automox Resolve powered by Splashtop (Premium) — Switch Monitors + View All at Once

With Resolve, you get everything in Core plus the ability to view all monitors simultaneously in a single window.

How to Use Multi-Monitor (Resolve):

1. Click the Switch Monitor icon in the navigation bar.
2. Choose:
   • Monitor 1, Monitor 2, etc. — view and control a specific monitor
   • All Monitors (One Window) — combines all monitors into a single combined view

Multi-to-Multi Monitor:

When both the local and remote systems have multiple monitors, Splashtop lets you view each remote monitor in its own window on your local desktop.

Concurrent Sessions (Premium)

With Automox Resolve, powered by Splashtop, three technicians can connect to the same remote device simultaneously. This enables real-time collaboration — for example, one technician can monitor while another performs actions on the device.

Use Cases:

• Live training and shadowing
• Complex troubleshooting with multiple team members
• Transitioning sessions between technicians without disconnecting

Each connected technician maintains independent control and visibility within their own Splashtop RMM App window.

View and Performance Settings

Splashtop allows you to balance image quality and speed depending on your network conditions.

Adjustable Settings:

• Resolution Scaling: Match, stretch, or scale the remote display to your local window size.
• Frame Rate (FPS): Adjust between smooth (higher FPS) or efficient (lower FPS) viewing.
• Remote Cursor: Toggle whether to display the remote user’s mouse cursor.

Local Session Recording (Premium)

You can keep a record of your work for documentation or auditing purposes. Session recording enables you to capture and save a video of your remote control session locally on your computer.

How it works:

• Recordings are stored locally (never in the cloud).
• You can start or stop recording directly from the navigation bar.
• Recorded files include both screen visuals and control activity for easy review.

File Transfer (Premium)

The file transfer feature lets you securely move files between your local system and the remote device during a session.

How to Transfer Files:

1. Click the File Transfer icon in the navigation bar.
2. A two-pane file explorer appears:
   • Left: Your local system
   • Right: The remote system
3. Drag and drop files or folders between panes.
4. Transfers up to 64 GB per file are supported.

Advanced Session Controls

Select Actions to access advanced session controls.

Blank Screen

Hides the remote device’s screen during your session. Ideal for confidential work or when performing maintenance without distracting the end user.

Lock Keyboard and Mouse

Prevents input from the remote user while you’re connected. Toggle off at any time to return control.

Paste Clipboard as Keystrokes

Allows you to send text (such as commands or scripts) from your clipboard into the remote system as keystrokes, avoiding manual typing errors.

Chat (Premium)

Use in-session chat to communicate directly with the remote user without leaving your session.

How to Use:

1. Click the Chat icon in the navigation bar.
2. A chat window opens on both the technician and remote user’s screens.
3. Type messages and press Enter to send.

Updates and Uninstalling

Updates

Both the Splashtop RMM App and Streamer appear in the Third‑Party Software Catalog and can be updated using standard Automox patch policies.

Uninstalling the Streamer

Supported methods include:

• Organization‑wide uninstallation from Settings → Remote Control
• Per‑device uninstallation from Device Details
• Worklet‑based uninstallation from the Software Lifecycle catalog

All uninstall methods are silent and fully remove the Streamer.

Audit Trail, Security, and Compliance

Remote Control activity is recorded in the Automox audit trail to support security reviews, operational visibility, and compliance requirements.

Events Captured

The audit trail records the following Remote Control–related events:

• Remote Control session started
• Remote Control session ended
• Remote Control session failed
• Organization-wide Splashtop Streamer install initiated
• Organization-wide Splashtop Streamer uninstall initiated
• Auto-Install for New Devices enabled or disabled

Data Captured Per Event

Each audit trail entry includes key contextual information, such as:

• Initiating user (who performed the action)
• Target device (where applicable)
• Organization
• Timestamp
• Action type
• Result (success or failure)

For failed Remote Control sessions, the audit trail also captures:

• Error code returned by Splashtop
• Associated error message

This information allows administrators and auditors to understand what happened, who initiated it, and why a failure occurred, without exposing session content.

What Is Not Captured

To protect user privacy and reduce risk:

• Screen content is not recorded
• Keystrokes and mouse activity are not logged
• Files accessed or transferred during a session are not audited
• Audio, clipboard contents, and chat messages are not captured

Only session lifecycle metadata and administrative actions are recorded.

Troubleshooting Remote Control with Splashtop

Remote Control failures generally fall into one of three categories:

1. Streamer installation or registration failures
2. Session initiation failures
3. Session locks caused by concurrent or hung sessions

This section explains how to identify each failure type, where to find diagnostic information, and what actions administrators can take to resolve issues.

Streamer Fails to Install or Register

A device must have the Splashtop Streamer both installed and registered before a Remote Control session can begin. Failures during either step prevent Remote Control from launching.

What You’ll See

When the Streamer fails to install or register, administrators can see failure details in multiple places within the Automox console:

• The Splashtop Streamer Status modal, which appears when you click Remote Control
• The Remote Control section on the Device Details page
• Device logs on the Device Details page

These views surface installation and registration-related failures, including full error output when an attempt does not complete successfully.

Where to Find Logs

Before the Streamer is successfully installed, diagnostic information is available through:

• The Streamer Status modal
• The Remote Control section on the Device Details page
• Device logs in Automox (installation and registration events)

Once the Splashtop Streamer is installed on the device, additional system-level logs become available directly on the device.

For Windows and macOS devices, detailed Splashtop Streamer installation and registration logs are located at:

Windows:

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

macOS:

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 provide deeper insight into installation behavior, registration attempts, and communication with the Splashtop backend.

What You Can Do

• Select Install from the Splashtop Streamer Status modal or the Remote Control section on the Device Details page (This action always attempts to install the Streamer if needed and then register the device.)
• Run the Collect Splashtop Streamer Logs troubleshooting worklet to gather detailed logs for investigation (Coming Soon)

Failure to Connect (Session Initiation)

In some cases, the Splashtop Streamer is installed and registered, but the remote session fails during connection.

First: Validate Network Connectivity

Before investigating error codes or collecting logs, verify that the device can reach all required services using the Check Firewall action.

This check validates outbound connectivity to:

• 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 though installation and registration succeeded.

If a connectivity check fails:

• Review firewall or proxy allowlists
• Compare results against the Platform Firewall Allowlisting Rules
• Re-run the connectivity check after changes are applied

If all checks pass and the session still fails, continue troubleshooting below.

What You’ll See

When a session initiation attempt fails:

• An error modal may appear with a specific error code explaining why the connection could not be established.
• The failed session attempt is recorded in the Audit Trail, including:
  • Error Code: the returned error code
  • Error Message: The associated failure message
• Agent logs record that a connection attempt occurred, but do not include the underlying Splashtop error details.

Common Error Codes

Common error codes include:

• Streamer Not Found (42404)
  The Splashtop Streamer could not be located or is not properly registered.
• Condition Not Satisfied (40416)
  Often caused by switching between Core and Premium plans too quickly.
• Wrong Password (41401)
• Account Disabled (41403)
• Account Not Found (41404)
• Access Token Invalid (41406)
• Unsupported Agent Version
  The device is running an agent version that does not support Remote Control.

Where to Find Logs

• Audit Trail
  • Confirms the session attempt
  • Records both the error code and error message
• Agent Logs
  • Confirm that a session initiation occurred
  • Do not include the detailed Splashtop failures
• Splashtop Streamer Logs (device-level)
  
  • Provide low-level connection details and environment information, including:
    • Display parameters
    • Network handshake behavior
    • Connection initialization steps

Log Locations

Windows:

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

macOS:

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

~/Library/Application Support/Splashtop Streamer/Logs

Session Locked (Concurrent or Hung Session)

A session lock can occur if too many simultaneous sessions are active or if a previous session did not close cleanly.

What You’ll See

• The Remote Control button is disabled
• A tooltip indicates that a Remote Control session is already active

What You Can Do

• Open the Remote Control section on the Device Details page
• Select Clear Session or Disconnect All
• Retry Remote Control once the lock has been cleared

Automox automatically clears stale session locks within 24 hours, but administrators can resolve the issue immediately using these controls.

Troubleshooting Worklets

Automox provides built-in troubleshooting worklets to help diagnose and resolve common Remote Control issues.

Available worklets include:

Windows:

• Restart Splashtop Streamer Service
• Collect Splashtop Streamer Logs

macOS:

• Restart Splashtop Streamer Service
• Collect Splashtop Streamer Logs

 

Restart Splashtop Streamer Service

This troubleshooting worklet is intended for situations where the Splashtop Streamer service is installed but not running as expected.

In some customer environments, local conditions—such as security tools, endpoint protection software, system resource constraints, or OS-level events—may stop or disrupt the Splashtop Streamer service after it has been installed successfully.

Running this worklet:

• Restarts the Splashtop Streamer service on the device
• Allows the service to recover from a stopped or hung state
• Does not reinstall or re-register the Streamer

This worklet is most useful when:

• The Streamer is installed and registered
• Remote Control previously worked on the device
• The service is no longer responding or has been terminated by the environment

If restarting the service does not resolve the issue, use the Collect Splashtop Streamer Logs worklet to gather additional diagnostic information.

Collect Splashtop Streamer Logs

This troubleshooting worklet is used to gather detailed, system-level diagnostic information from the Splashtop Streamer on a device.

The collected logs provide insight into how the Streamer is behaving on the endpoint, including installation activity, registration attempts, and connection initialization details that are not fully visible in the Automox console.

Running this worklet:

• Collects Splashtop Streamer logs directly from the device
• Captures low-level information such as:
  • Installation and registration behavior
  • Network handshake and connection attempts
  • Display initialization and environment parameters
• Packages the logs for review and troubleshooting

This worklet is most useful when:

• Installation or registration repeatedly fails
• Session initiation errors persist after retrying
• Restarting the Streamer service does not resolve the issue
• Additional context is needed to understand a device-specific failure

Additional Resources

• Quick Start Guide - Using Remote Control with Splashtop
• Platform Firewall Allowlisting Rules
• Splashtop macOS permission documentation
• Splashtop Compliance: GDPR, HIPAA, FERPA, SOC 2, ISO & More