What can I do if I get a "Wrong password" error, or how to reset my password?

Splashtop Personal (formerly known as Splashtop 2) only needs a password for your Splashtop Account;  that's the e-mail address used for registration on the Splashtop server when you first use Splashtop Personal.  It may be different from your Gmail password and your Security Code for the old Splashtop Remote Desktop v1.x.x.x.

I.  Wrong Password (or wrong security code): 

However, if you got a Wrong Password error message, here are some possible reasons and solutions.

  1. The Splashtop Account does not really exist  (maybe failed in last creation).
    If you are sure your password is correct but get this error message, it's probably this case.  Please refer to this link to create a Splashtop Account again.
  2. The Splashtop server may be busy at the moment you are attempting to log in.  In this case, you can try again later.
  3. If you have ever reset the password for your Splashtop Account, please log out, then log in again with the new password both in the Splashtop Streamer and on the Splashtop Personal client app side.
  4. The password is not the Security Code used in the old Splashtop Remote Desktop v1.x.x.x.
  5. If your client app is still Splashtop Remote Desktop v1.x.x.x, then to connect with Splashtop Streamer v2.x, the Security Code will need to be set in the Streamer dialog box in the Others tab (if using  v2.2.0.2 or below) or the Security tab (if using v2.2.5.1 or above).
  6. If you have enabled the Require security code option on the Splashtop Streamer, you will be required to input the security code every time you attempt to connect to your computer.  We strongly suggest to use the same code here as your Splashtop account password to avoid confusion.

          *Sample with Streamer v2.2.5.1

Security_tab2251.png

          

If your password is incorrect, there will be a "Wrong Password" error message, with an error code of S=xxx, E=xxx, shown in the lower left corner.  In this case, please make sure that you have input the same password as your Splashtop Account, or reset your password if you don't remember it.

If you get a "Wrong security code" error message, please confirm whether or not  Require security code has been enabled, and that you have input a correct code, as defined in the above two boxes "Create your security code" and "Confirm your security code."

 

II. Reset Password: 

If you forgot your Splashtop Account password, or want to reset it for any reason, here are some tips that might help:

From the Splashtop Personal app:

Tap the Settings icon (the "Gear" icon) in the upper right.  You will see a dialog box like the one pictured below, in a logged-off state.

SRC_Forgot_Pwd_1.png

 

Tap "Forgot your password?" as indicated in the illustration above, to access the dialog shown below.   Input your Splashtop Account in the Email field shown below.

 

SRC_Forgot_Pwd_2.png

 

After you tap the Send button shown above, please check your e-mail account's Inbox to find the e-mail we sent you, and follow the instructions in that e-mail to reset your password.

note.gif  NOTE:   If you can't find this mail sent by the Splashtop server, please check your  "Trash" or "Junk Email"  folder, because it may have been filtered by your mail client.

 

 

From the Splashtop Streamer:

The steps you could perform from Splashtop Streamer or from Splashtop server would be similar:

 

SRS_Forgot_pwd_1.png

(Reminder:  Splashtop 2 is now known as Splashtop Personal.)

 

Have more questions? Submit a request

38 Comments

  • 0
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    Jaff.Kuo

    Hi all,

    We have added some reasons and tips for Wrong password issue, please check this article again.

    http://support-splashtop2.splashtop.com/entries/21638102-what-can-i-do-if-i-get-a-wrong-password-error-or-password-reset-fails

     

    For other issues, like fail to create Splashtop account, connection issues, please open a support ticket to get a specific help. Thanks.

    http://support-splashtop2.splashtop.com/anonymous_requests/new

  • 0
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    Andres R. Garcia

    wokred greate for me on all my devices till i decided to ugprade to version 2.0, i reated account but software keeps telling me randomly my account does not exist or password incorrect, have reset password have validated but just seems to be an endless loop on splashtops app and website.

  • 0
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    Splashtop Personal

    @Andres R. Garcia,

    If you connect a non-ipad device to your computer with Streamer v2.0.0.4, please check this link to confirm all settings are correctly setting up.

    http://support-remote.splashtop.com/entries/21658867-how-can-i-connect-my-non-ipad-tablet-phone-to-my-computer-with-splashtop-streamer-2-installed

    If you are ipad user, please share us your Splashtop account and we can have a check.

  • 0
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    Christopher Reese

    When will this roll out of the fixed program happen?  

    I have uninstalled and reinstalled both the app and program on my ipad and mac several times.  I have created new accounts.  Nothing is working.  I also cannot find the plist files for splashtop to see if they are broken either.  This is extremely frustrating for a piece of software I paid for.  

  • 0
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    Jaff.Kuo

    @Christopher Reese,

    Have you update to latest Steamer v2.0.0.6? it fixed all known issues. Please update if not yet.

    If you are a new user of Splashtop 2, please have a reference on this link for how to create a Splashtop account. Splashtop 2 needs Splashtop account logeed in on both ipad and mac to make a successful connection.

    http://support-splashtop2.splashtop.com/entries/21727857-i-am-a-new-splashtop-2-user-where-and-how-do-i-create-a-splashtop-account

    It also needs Anywhere Access Pack enabled for remote connection case.

    http://support-splashtop2.splashtop.com/entries/21704111-i-want-to-purchase-anywhere-access-pack-how-do-i-do-this

    Hope this helps.

  • 0
    Avatar
    Christopher Reese

    i have had the account since before Splashtop 2.  I also have the anywhere access pack.  I tried a new account but that did not work so I returned to my old account. I have uninstalled/reinstalled several times on both devices and still does not work. 

    All worked well until my surge protector was shut off and my mac closed.  After that the ipad app started throwing the Wrong Password error.  It finds the Mac, the Mac app is logged in and waiting for the iPad but upon attempting to connect, no luck.  

    The only other thing that may have impacted it, I turned on iPv6 on my Airport Extreme.  Could that or the Mac shut off have impacted Splashtop?  Where is the plist kept because it is not in Library/Preferences?  Any other ideas?

  • 0
    Avatar
    Jaff.Kuo

    @Christopher Reese,

    You have enabled "Enable password protectoin" from Streamer/Settings?

    Could you try : restart computer, then logout, then login again, it'll prompt Wrong password?

    You can also try reset password to see if helpful.

    I'm not sure if IPV6 will impact this, but you can try connect your computer to Airport Extreme with a Ethernet cable to see if helpful.

    Splashtop 2 app and Streamer got some bugs will generate this Wrong password error, please have to confirm you have updated to latest v2.0.0.6 for both ipad app and Streamer.

  • 0
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    Christopher Reese

    I have done a restart, logout and log-in and still prompts wrong password.  I have tried to reset password and that did not work.  I have enabled password protection.  And I am the most recent iPad and streamer versions.  

    I continue to have the Wrong Password error.  

  • 0
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    Jaff.Kuo
    @Christopher Reese, could you share me your Splashtop account? It'll help to get more info about your case.
  • 0
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    Christopher Reese

    I am not comfortable posting that information publicly, how can I communicate with you off of a public forum?

  • 0
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    Splashtop Personal
    @Christopher Reese, please open a support ticket if you are concerned.
  • 0
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    Jaff.Kuo

    @Christopher Reese,

    Just saw a point from your previous post, you said you've reset your password but did not work, could you give us more info about what this "not work" is?

    Basically, when you logout your Splashtop account, you'll see a link "forgot password", you can click it, then input your Spalshtop account. Our system will send you an URL to reset your password.

    Note. Gmail may automatically put this mail in Trash or Spam folder, please also check those folders if you can't see the mail in Inbox.

  • 0
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    Johnh38

    "The Wrong password issue has been fixed in next update, it's coming soon. Sorry for the inconvenience". Posted July 16th. Today is August 6th. What is the definition of shortly?

  • 0
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    Jaff.Kuo

    @Johnh38,

    Uninstall Streamer v2.0.0.4 then install v2.0.0.6 would be a better way instead of directly installing v2.0.0.6 to overwrite v2.0.0.4.

    FYI.

  • 0
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    Christopher Reese
    @jaff I am thinking you did not fix the password issue like you think you did. Please stop assuming we have not updated/uninstalled/reinstalled/punched our mac in attempts to make a program we paid for work like it did before you decided to ruin it with the update to Spalshtop 2.
  • 0
    Avatar
    Jaff.Kuo

    @Christopher Reese,

    John's case was probably caused by Streamer v2.0.0.4 ,and is different from yours.

    We are planning a new feature to let Splashtop 2 work as v1.x done before in local network, please give us more time to polish it.

    Have you tried to disable "password protection" on ipad side to skip inputting password? not work?

  • 0
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    Jaff.Kuo

    @@Christopher Reese,

    Just a confirmation.

    Were you inputting the same password as the one you logged-in Spalshtop server when you enabled option "password protection" ?

    If you can login your Spalshtop account on both your ipad and pc, you should be able to use the same password for connection between your ipad and pc.

    We are trying best to help solve your problem, hope we can figure out the root cause soon by your participation.

  • 0
    Avatar
    Johnh38

    Jaff,

    I was using an old version of SS (desktop version 2.0.0.4) and updated to 2.0.0.6 as suggested. Everything is working perfectly again. Thanks for the help.

     

    john

  • 0
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    Peter Shih

    I got this password issue too.

    Splashtop Streamer for Windows v2.1.5.2
    Splashtop 2 for iPad v2.1.0.5

    Reset my password and issue still remain.

  • 0
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    Jaff.Kuo

    @Peter,

    We found you've ever logged-in your gmail on your computer and logged-in your hotmail on your ipad,  could you only login your gmail on both your ipad and computer again with proper password?

  • 0
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    Peter Shih

    @Jaff

    Of course I was tried so many times b4 with same gmail account both on PC and ipad. Also I tried change password but still got "Wrong Password" with message S=03 E=84000100 on lower left. So that's why I created a new hotmail account to test. 

     

    I was upgrade from "Splashtop Remote Desktop for iPad v1.4.5.3". Is that the reason to cause this issue?

     

    According FAQ: "Users who are upgrading to Splashtop 2 will need to create a new Splashtop 2 Account.  The account simply consists of an e-mail address (capable of receiving e-mail from Splashtop), and a password."  If I create a NEW Splashtop 2 Account, how about my Anywhere Access Pack on old gmail account? Can I transfer my right to new account?

     

    If answer is no, Can I downgrade to old version? 

  • 0
    Avatar
    Jaff.Kuo

    @Peter,

    Don't know what happened on your gmail, anyway, please try to login with your hotmial again, I've tranferred your AAP to it and remove the AAP from your gmail.

  • 0
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    andrew barker

    I tried but failed several times to install and run Streamer on 2 different PC's both using Ubuntu 12. In both cases software installed, asked to accept/agree then presented with Email and Password box.

    I tried both my Hotmail and Bluewin on both PC but each time got Unable to login User or password incorrect. But here I am, having logged into the site to add comments - so my credential are correct.

    I went thru' the list 1- 7 as best I could understand, to no avail.

    Is there a solution?

    AB

  • 0
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    Weibinchen

    I have problem to connect my PC from my Mac. It always gave me the 'Wrong Password" alert, but I am sure my password is correct. No problem to connect my iMac from my Macbook by using the same password. I use Splashtop 2, and the newest streamer.

  • 0
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    Jaff.Kuo

    @Weibinchen,

    There're some modifications on win streamer v2.2.5.1, a new "Require security code" option is for both Splashtop v1 & v2. But some apps are still not updated to support it like Mac client app. Please uncheck this option(Require security code) at this moment on win streamer side to avoid this issue.

  • 0
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    Seedante

    when I log in splashtop2 on MAC to connect a PC in different network, it pop a dialog box to prompt to enter my Splashtop Account password, then I type correct password in it, it says password is wrong. I sure I enter correct password. But I use ipad to connect remote PC, it just prompt to enter security code.




    屏幕快照 2013-03-02 下午4.15.28.png
    屏幕快照 2013-03-02 下午4.15.04.png
  • 0
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    Jaff.Kuo
    @Seedante, Please check my post on 28 Feb. and uncheck the option 'Require security code' to work around this issue.
  • 0
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    Seedante

    @Jaff.Kuo sorry, I don't know where to find your post. I can't click your icon or type your name in search to find your post 

  • 0
    Avatar
    Jaff.Kuo

    @Seedante,

    You can just refer to the article above these forum discussions, and try section I/item#6.

    https://splashtop2.zendesk.com/entries/21638102

  • 0
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    Lagarto

    It seems that on MacOS X streamer the additional password always needs to be the same as the Splashtop account password. On Windows server this password ("security code") can be different, so it seems that you cannot stream from a Windows computer onto MacOS X client.

    Can't you make all streamers behave identically? MacOS X streamer does not actually even have a Security tab in the settings. It does, however, have a security code setting on the Others tab but I have no idea what this setting does. It does not seem to have any effect, and once set, it cannot even be changed or reset.

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