Why can't I install Splashtop Personal app on my PC?

With a recent Windows update, installing the Splashtop Personal app on your PC fails to complete. Our Engineering team is aware of the issue and is working on resolving it. 

Please you could remove the Windows update which is causing this issue to work the issue around for now:

  1. Please go to Control Panel / Programs & Features.
  2. Hit View installed updates option on the side panel. (please see attachment.)
  3. Search for kb3072630 at installed updates page and uninstall it
  4. Restart your PC. Then install the Splashtop Personal client.
  5. After it is installed, you could re-install the kb3072630 update
Have more questions? Submit a request

23 Comments

  • 0
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    Ewald.Ken

    I have the same issue, but can't find kb3072630.  There are a slew of updates dated Jul 18th, so maybe kb3072630 has been superceded?

  • 0
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    Ewald.Ken

    Ignore my last comment, I found it in the Windows section.. I was looking in the Office section.  Cheers!

  • 0
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    Seanoz

    This did not work on my system.

  • 0
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    Vans.Huang

    @all,

    Newly released 2.6.0.1 Splashtop Personal has the issue fixed. Please go to our official website to download the new version streamer. (http://www.splashtop.com/downloads)

  • 0
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    Kischemi.
    Keep it up you will be number one
  • 0
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    Seanoz

    Even the latest version will not work, it is in the services list as started, and if I restart the service the icon shows but is gone when I mouse over it. The service might be running, but the streamer is not able to be contacted from my phone, and it is not in the tray.

  • 0
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    Vans.Huang

    @Seanoz,

    The issue you mentioned is related to streamer, right? Please also upgrade streamer to latest version 2.6.5.12, it will solve the issue.

  • 0
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    Ralfyguy1

    2.6.5.12 does not install on Windows 10. I opened a ticket a week ago or so but got no response.

  • 0
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    Vans.Huang

    @Ralfyguy1,

    Our supporter has replied your ticket.

  • 0
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    Laaf60

    I can't install 2.6.5.12 on my windows10 ,and I don´t have kb3072630 in my windows updates,so what do I do ? thank you

  • 1
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    Jfsokol

    I cannot get Streamer to find my computer. It hangs with the message "Waiting for your computer to register..." My iPads do not see the computer either. Thank you 

     

  • 0
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    Vans.Huang

    @Laaf60,

    Please use the attached cleanup tool to fully uninstall streamer then re-install 2.6.5.12 again to see if it could work.




    CleanUpInstaller(msi).zip
  • 0
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    Vans.Huang

    @Jfsokol,

    I am not sure where the warning message came from, could I have a screenshot? Thank you.

  • 0
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    Duckyfresh

    The cleanup tool worked for me, Splashtop refused to install for me, no warnings.

  • 0
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    Underswappapyrus

    у меня в учётную запись входить не хочет,пишет что сбой какой-то

  • 0
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    Bkm1007

    I tried to login splashtop the my adroid mobile, but I couldn't login your app.

    And  loging fail message was " Please, check your email(xxx@xxx.com) For AN AUTHENTICATION LINK. We could not verify if ou account has been used on this device before. You will need to authenticate this device before logging in""

    In case, I need your advice 'how to loggin your app" 

  • -1
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    Vans.Huang

    @Bkm1007,

    Please go to your mailbox to find the mail with authentication link, click it then you could log in the app. This will happen on a new device and once authenticated, it will not to auth again.

  • 0
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    Aufschneider

    @Vans.Huang,

    same issue here, but for hours I received no verification email. I use the Android app on a Android 4.4 system in a TV box (Orbsmart S82 / Tronsmart S82). THank you for responding!

  • 0
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    Vans.Huang

    @Aufschneider,

    Our supporter has replied to your ticket and manually activated the device. Please also check you junk mailbox in case the email was filtered. Thank you.

  • 0
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    Jim.Harris1

    I am trying to get the client for Splashtop Personal running on my Surface Pro 4. When I try to log into my account, I, too get the message about checking my email for the authentication link. I have done this a couple of times and have never received an email. I have confirmed the email address is correct, and have also checked my junk folder. Should I create a ticket?

  • 0
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    Vans.Huang

    @Jim,

    I just manually activated the device. And will check with development team and see if there is any issue.

  • 0
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    Jim.Harris1

    Thank you very much. It worked fine...I can log in and all works well. Thanks for the fast response! Great support!

  • 0
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    Jevans94

    Same issue.. No email for two accounts both from same domain

    Edited by Jevans94
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