The Streamer appears at system trey but does not work normally, why?

With latest version AMD Catalyst 15.7 installed, the Streamer will fail to be triggered normally on your PC. You might see the Streamer icon appear at system trey trying to log in, but when you move the mouse over it, the Streamer simply disappears from the trey.

This is a known issue that AMD Catalyst 15.7 does not support Splashtop AMD optimization feature. Engineering team is working with AMD team to resolve the issue.

Please follow the steps below to add registry key on your Streamer computer to disable AMD optimization feature before we fix this issue:

  1. If you installed Straemer with "Just myself" option, please download attached abase.bat file.
    If you installed Streamer with "All users" option and use 64-bit OS, please download attached mbase 64.bat file.
    If you installed Streamer with "All users" option and use 32-bit OS, please download attached mbase 32.bat file.
    (If you forgot what option you used, please re-install Streamer then use the option you need.)
  2. Right click on the downloaded file, select "run as administrator" option to run the file.
  3. Reboot your computer or restart Streamer. Then the Streamer will work normally.

 

Update (7/21):

Please upgrade the Streamer to 2.6.5.11 which disables AMD optimization by default, then the Streamer will work normally on your PC. (Please download 2.6.5.11 Streamer from our official website: http://www.splashtop.com/downloads)

 

 

Have more questions? Submit a request

22 Comments

  • 0
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    Kebab1981

    Splashtop and/or AMD,

     

    Have you fixed this yet then as you have had long enough to do it (over a month).

     

    I notice that AMD have 15.7.1 drivers out since end of july but still the bug isnt fixed - you are just disabling amd optimisation which is no solution and only serves to make people go nvidia over amd.

    Also have you not managed to resolve it from splashtop end and then release a newer version of splashtop remote with the fix so that we get amd optimisation back?

     

    What exactly is going on for a month to have passed and still the issue has not been solved?

     

    I dont count disabling a feature as resolving btw.

  • 0
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    Vans.Huang

    @Kebab1981,

    Sorry for the lateness, we are still working on it.

     

  • 0
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    Markirle

    This fix did not work for me

  • 0
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    Afawcett88

    Any updates on when Splashtop will be work? Can we install an older version of Splashtop with an older version of Catalyst?

  • 0
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    Vans.Huang

    @Markirle,

    Could I know what option you used to install Streamer?

  • 0
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    Afawcett88

    @Vans.Huang

    Thank you for the quick reply. I was able to download 2.6.5.10 by changing the download URL. Is is this the best version of Splashtop to run for AMD acceleration? Also, what is the recommended version of Catalyst?

  • 0
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    Aabarcam

    Did not work for me too. Please resolve this problem. 

  • 0
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    Vans.Huang

    @Afawcett88,

    Yes, older version of the AMD driver and the streamer would work. Please let me know if you need one.

  • 0
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    Alexdoub1990

    This did not work for me.

     

    I have been using Splashtop for a long time and it worked without issue, but when I upgraded my graphics card drivers to 15.7 it stopped working. I'm using an AMD HD7970 on Windows 7 64 bit. Adding the registry options & uninstalling then reinstalling Splashtop streamer did nothing. This is an embarrassment for your program and your company. I am uninstalling for the last time now.

  • 0
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    Vans.Huang

    @Afawcett88,

    Yes, 2.6.5.10 is the one with AMD optimization feature on by default.

    Sorry I am not sure what version of Catalyst would be the best one, but 15.7 is the first one that does not work with the AMD acceleration feature.

  • 0
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    Alexdoub1990

    Well this is embarrassing... as a last ditch effort I ran all 3 of those .bat files and restarted my computer and its worked.

    I can't edit my above comment, so oh well. 

  • 0
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    Nikojagochi

    Hi,

    I'd like an advice. I'm trying to run Splashtop for video gaming (PC with streamer and Mac as a client). I don't have high expectations and I'm aware of most of the limitations.

    I'm unsure if what I'm experiencing is normal, so I'd like to check with you. When in game the mouse cursor is not following/tracking my movement, such as in FPS games for moving the FOV in the world or real time strategy games for moving the screen left/right top/bottom. In a FPS game I'm am able to move (the head of the player) only while keeping right click pressed at all times - which means that I cannot use right click for shoot/use functions. Also, in that way tracking is weird and I need to move the mouse out of the application in order to make a 180 degree axis movement.

    I tried with latest Streamer and 15.7, but I thought that the issue might be AMD optimization disabled. As suggested, I tried the following. I'm running a Splashtop Streamer 2.6.5.10 on a Windows 7 64bit with AMD R9 290x Catalyst 15.6beta and Splashtop Personal 2.6.2.1 on OS X 10.11 (tried with 10.10.5 also). I'm still having the same issue.

    Is there a workaround this?

    Is this a normal way that Splashtop functions?

    I this related to AMD optimization issue in any way?

    Should I try a different AMD driver/Splashtop Streamer/Splashtop Client version combination?

    Thanks

  • 0
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    Vans.Huang

    @all,

    Please upgrade the Streamer to 2.6.5.11 (http://www.splashtop.com/downloads), it disables AMD optimization by default.

  • 0
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    Nikojagochi

    I'd like to add to my comment that I've tried running games in windowed, windowed mode with fake fullscreen and fullscreen mode.

  • 0
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    Aabarcam

    Hi,

    I have uninstalled the streamer app version 2.6.5.11, downloaded 2 days ago, and I have downloaded again the streamer version 2.6.5.11, the same version, but now it works. Maybe the developers modified the code in the same version, I don't know but now it works. Thanks!

  • 0
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    Vans.Huang

    @Nikojagochi,

    The relative mouse mode is not supported at Windows version Splashtop Personal app which should be the reason. It is supported by our Configurable Shortcut & Gamepad feature on mobile version apps.

  • 0
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    Robin_persaud

    Hello all,

    I ran the appropriate batch file, but had no luck.  I then uninstalled the Streamer, downloaded the updated Streamer, installed the updated Streamer, then rebooted my computer.  This worked for me.

  • 0
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    Nikojagochi

    Hi Vans,

    Thank you. If that is not a secret, are there plans to adding a relative mouse mode to Splashtop Personal or Business?
    Also, are there any workarounds for this, e.g. using a different application to stream mouse (another RDP client or mouse over LAN app).

    Best regards

  • 0
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    Markirle
    Yes, the new version 2.6.5.11 worked for me too. It maybe unrelated, but, the connection seemed very slow. I shall try it out again tonight. Thanks for your reactivity.
  • 0
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    Vans.Huang

    @Nikojagochi,

    Sorry, as far as I know it is not in the short term plan at this moment.

  • 0
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    Markirle

    The connection is slow because my computer is shown to be on a different network to my iPad when it is not.

    I have created a new rule and allowed Ports 6783-6785, but, this has not helped.

    I am not using any third party software only Windows firewall and Bit Defender.

    So any suggestions?

  • 0
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    Vans.Huang

    @Markirle,

    Have you tried to temporarily disable Bit Defender then see if it could work to find target computer without satellite icon? Please also check there is no option like "IP isolation" checked in your router, sometimes a restart of router wiould also help.

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