Why do I get an “Unable to reach Splashtop servers…” error on my XP Streamer?

If you cannot log in to your Splashtop Account on Windows XP running Splashtop Streamer, and get an error message like “Unable to reach Splashtop servers…”, this is probably caused by the following reasons.

1)      The computer system year/date/time is far off from the correct one.  (If so, set it to the correct year/date/time.)

2)      Possible certificate error caused by either one of the following two cases:

  • The certificate on your computer is expired.
  • The certificate on your computer is not trusted by our website.

For reason #2, please follow the instructions below for confirmation and correction.  We have used the Microsoft Internet Explorer browser in our example illustrations below.

1.  If you get an error page similar to the sample illustration below, visit this website: [ https://my.splashtop.com ] from your computer running Splashtop Streamer, to determine whether or not your problem is related to the certificate.

 

Certificate_error.png 

 

2.  Confirm that the certificate on your computer is expired or untrusted.  For example, if using Internet Explorer, go to  Tools -> Internet Options -> Content tab (shown below) -> then click the Certificates button (indicated below).

 

Internet_Options_Content.png 

 

3.  Display the Trusted Root Certification Authorities tab shown below, then search for the keyword "Go Daddy" to find the related value, and then check if it is already expired.

 

Internet_Options_Certificates.png 

 

4.  To correct the certificate error, go to the Microsoft official website to perform a Windows Update.  Find the update which includes the words "root certification…" in the name of the update, then execute that update on your system.

5.  After the Windows Update is done, reboot the computer.   Then try again to log in to your Splashtop Account on the Splashtop Streamer to see if it works.

Have more questions? Submit a request

15 Comments

  • 0
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    Mfloser

    Totally unhelpful. It is totally unclear what to do after step 3, and Windows  updates are NOT easy to get to. I will most likely be removing Splashtop from my computer and tablet based on this poor support document.

  • 0
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    Jfay

    Nope, this doesn't work.  I don't have Go Daddy on my list of trusted certificates, my pc is completely up to date with windows. Can't sign in with the streamer at all.  What a waste.

  • 0
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    Jaff.Kuo

    @Jfay,

    On our system, I can a Dell2008 logged in with your Splashtop account, does your issue still exist?

  • 0
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    Karyn

    I am on a Mac  10.8.3  I am getting the same message, unable to connect to servers, make sure you have an internet connection.... I have a connection, as I am sending you this from the same computer, I have checked my firewall, and Splashtop is allowed. I have tried restarting.. nothing is working.. please help. 

    Karyn

  • 0
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    Karyn

    Update: Problem Solved on a Mac.. firewall was blocking the port used by Splashtop. Just went into my firewall and allowed it.  :) 

  • 0
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    Geneos

    Can you help please. My Streamer keeps getting logged out. I think that every time my IP address at home changes. I do not know what to do ? I can fixe it manually as I am traveling. It defeats the whole purpose of Splashtop. I leave it running before I travel, I can access for one or two days but invariable by day 3 it is logged out. every time I comeback home I have to log in. I need a reliable solution that allows me to access my Mac when traveling.

    thanks

  • 0
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    Wesley
    I have rhe same issue as Jfay: no Go Daddy certificate. Also, there is no "root certificate" update available in Microsoft Update. Does this mean that I cannot use the Splashdot Desktop???
  • 0
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    Marekanstain

    WORKED!!!!

  • 0
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    Xiaofeng

    I got the msg "Splashtop Streamer is not available." when I point the icon in taskbar. (Win7)

    Then open the Streamer and login, error window prompt "Unable to login: Please make sure you're connected to the internet."

    I have a direct access to the internet.

  • 0
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    Yert.Justin

    I have a MAC. What do I do in order to get it to connect to the servers in order to use my streamer?

  • 0
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    Vans.Huang

    @Yert.Justin,

    What kind of the error did you see at the failed case?

  • 0
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    Manuel.Casao

    I get this error when I try to my  streamer in with my grandfathered access anywhere account.

     

    I can however login if I use a new account e-mail address. Were grandfathered free anywhere access accounts disabled?

  • 0
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    Vans.Huang

    @Manuel.Casao ,

    As long as it is a valid Splashtop account, it should be able to log in, no matter it has Anywhere Access or not.

    Could I know your grandfather's Splashtop account?

  • 0
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    Sohonlaw

    Splashtop says it cannot reach the servers. It also has said I don't have anywhere access. I do. I have used it without incident for more than 2 years. What's going on?

  • 0
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    Vans.Huang

    @Sohonlaw,

    I checked the backend and it seems your computers are all online at this time. Do you still see the issue on any of your target computers? If so, what is the streamer version on it?

    Anywhere Access feature is also showing active under your account and could work.

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