Some known issues on Mac Streamer, and work-arounds

I. For Mountain Lion :

Currently we found that there are some known issues related to using Splashtop Personal(Splashtop 2) on Mountain Lion.  Please check the following descriptions and try the suggested workaround, if your situation is listed below.

If your problem is not listed below, we welcome you to post a description of it here, so we can try to solve it.  Please attach the log files which are generated by the Streamer and the iPad.  These log files are very helpful for debugging purposes.  If you need instructions about obtaining these log files, please see sub-sections "A" and "B" near the end of this topic.

 

1.  The screen on your iPad is messed up after connecting to a computer running the Streamer.

If your Mac is Mountain Lion and in Display sleep mode, your iPad can see it, and the status of the Mac will be shown as "available to be connected to" (colorful).  But the iPad may get a messed-up screen after connecting to that Mac.  In this case, you can do the following as a work-around.

a)  Install our Virtual Driver, then restart your computer and try again.  You can install our Virtual Driver from the Streamer > Settings > Install driver button.

b)  After doing the above, continue by trying the following steps:
      I.  Connect (and then if your iPad has a messed-up screen, proceed to the next step).
      II.  Tap on the iPad to wake up the computer from display sleep.
      III.  Disconnect.
      IV.  Re-connect to get a normal screen.

2.  In our testing, we found that Wake-on-LAN (WoL) does not work on the Mac Book Pro or the Mac mini 2008.  However, it does work on the Mac mini 2010.

In our most recent internal testing, we found that Apple has fixed this in OS X 10.8.1, and Wake-on-LAN works.  Please update your Mountain Lion and try again.  Please also update your Mac Streamer to the latest version (v2.1.0.4 or above), then re-start your computer to get a clean environment.

 

II. For All OS X :

1.   Mac Streamer is not loaded (or 100% CPU usage) when launching it right after the computer starts up, or is awakened from a Sleeping state.

In this case, please try the following suggestions:

a)  Un-install the Streamer, and then re-install, making sure to install Streamer v2.3.0.4 or later.  Then re-start the computer to see if there's any improvement.  If not, please send us your log file.  Instructions for how to send us the Mac Streamer log file (and iPad log file) are in sub-sections "A" and "B" near the end of this topic.

b)  Remove these two files from the  ~Library/preferences folder  (this applies only to the v2.2.x or earlier versions):

•  com.splashtop.Splashtop-Streamer.plist

•  com.splashtop.Splashtop-Streamer-UsageTracking.plist

c)  Go to System Preferences --> Security & Privacy --> Firewall tab --> Click the Firewall Options button, and then delete "Splashtop Streamer" and "SRFeature" if they are there --> Uninstall the Streamer --> install the Streamer again.

d)  If you have installed Google Drive on your Mac, it may cause the Streamer to crash sometimes due to  unknown reasons.  Please install Splashtop Streamer first, then install Google Drive to work around this issue. 

e)  If your computer is a MacBook Pro, try closing the MBP lid (to put it in Sleep mode) and then reopen it.  The icon will light up again and the CPU usage may be down to a normal percentage.

f) Please do NOT change the default installation location of the Streamer.  It MUST be located in the  Applications folder in order to be successfully launched or uninstalled. 

g)  Please confirm that the Computer Name field in the Sharing screen is not empty.  You can find it under System Preferences --> Sharing.  Enter the computer name in the Computer Name field and please do not use any special character or symbol.  Use English letters only, as shown in the example illustration below.  Then run the Streamer again.

 

mac_streamer.png

 

2.   Blank Screen.

a)  The "Switch monitor" function on the tablet/phone (Control Bar) won't be supported when Blank Screen is enabled during a connection session.

b)  If you check (enable) or uncheck (disable) the Blank Screen option during connection, the session might be terminated.  It's best to change your Blank Screen settings only when not connected.

c)  Click here for more details about the limitations of the Blank Screen feature.

 

3.   An  "SRFeature.app" window keeps popping up, asking you if you want to accept connections.

An example of this dialog is illustrated below.  It may pop up the first time after installation if the firewall is ON, and if it does, please select the Allow button.  Under OS X 10.6.x, there might be a chance that this window keeps popping up.  The current work-arounds are:

srfeaure1.png

a)  Go to System Preferences --> Security & Privacy --> Firewall tab --> Click the Firewall Options button, and then delete all the items related to Splashtop Streamer --> Uninstall the Streamer --> install the Streamer again.

srfeaure2.png

b)  If it still keeps popping up, please turn OFF the firewall.

 

4.   No sound, or only very low volume, when connected via iPad or other client devices.

Sometimes the Soundflower audio driver which Splashtop uses may develop unknown problems and cause sound issues on the Client side.  Please try the following steps to see if there is any improvement.

1.  Uninstall the Mac Streamer.

2.  Uninstall Soundflower.

3.  Restart the computer.

4.  Re-install the Mac Streamer.  This will also install Soundflower again automatically.

5.  Restart the computer again.

Please see sections "C" and "D" below, for more detailed steps.

 

A).  How do I get the log file from the Streamer so I can send it to you?

For Mac Streamer v2.3.0.4 or later versions:

1.  On the Mac, open the Terminal application by selecting Application->Utility->Terminal 
2.  Input cp  /Users/Shared/SplashtopStreamer/SPLOG.txt  ~/Desktop 

*   (Note that there is a space prior to the tilde (~) above.
Then you will get the log file (SPLOG.txt) on your Desktop.

 

For Mac Streamer v2.2.x or earlier versions:

1.  On the Mac, open the Terminal application by selecting Application->Utility->Terminal
2.  Input cp  ~/Library/Logs/SPLog.txt  ~/Desktop

*   (Note that there is a space prior to each of the two tildes (~) above.
Then you will get the log file (SPLog.txt) on your Desktop.

 

B).  How do I get the log file from the iPad so I can send it to you?

1.  Update to v2.0.0.6+ on both the iPad app and the Streamer (need Internet connection in order to do this).
2.  Open the app on the iPad, then click the "Settings" icon (it's the "gear" icon in the upper right).
3.  Log out, then append  @@@@@@beta  to the end of your Splashtop Account.
4.  Log in again.  A new tab named "Experimental" will appear on the same page.
5.  Click the "Experimental" tab.  Then click "Send debug information."  Your mail client app will be opened, and a log file "[strc-ioslog]date-xxx_time-xxxx.log" will be attached.
6.  Send it yourself, then attach it here, or on the support ticket.

 

C).  How do I completely un-install the Mac Streamer?

1.  Click "Go" on the Tray menu (upper left) and select Downloads to open the Download folder.
2.  Double-click on the "Splashtop_Streamer_Mac_vx.x.x.x.dmg" file.  (The file name will vary depending on the version downloaded.)
3.  Double-click "Uninstall Splashtop Streamer."
4.  If a warning message appears, click "Open" in the message box.
5.  Input user password to continue the Running if system requests it.
6.  Restart your Mac.
7.  Confirm that the Streamer is removed completely (the Splashtop Streamer icon no longer exists in LaunchPad).

 

D).  How do I un-install Soundflower?

1.  Click "Go" on the Tray menu (upper left).

2.  Click the  "Go to Folders" item.
3.  Type "/System/Library/Extensions"
4.  Find the file "Soundflower.kext"
5.  Remove that file, and then re-start the Mac system.
6.  Open System Preferences -> Sound -> Output.
You should not see SoundFlower anymore in the Output tab.

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63 Comments

  • 0
    Avatar
    Noconaway

    I'm able to successfully connect to and stream my macbook (running 10.9.1), but right now i can only mirror my main display. I was hoping that i would be able to use this product to use my ipad as an extended display. Is this possible?

  • 0
    Avatar
    Bmoronta

    Hi, I'm trying to uninstall the Streamer from my Mac Mini but the Splashtop_Streamer_Mac_vx.x.x.x.dmg file is missing when I go to Go>Downloads. Help!

  • 0
    Avatar
    fredramsey

    Does not recognize keyboard or mouse on Mojave.

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