Frequently Asked Questions
Entry point
Hot Topics
- Why can’t I get response to mouse-click on macOS 10.13?
- port 6783 is not reachable
- Why does my touch function fail to work after installing Windows 10 Anniversary update?
- What are the differences between the v2 and v3 streamer?
- Why can't I install Splashtop Personal app on my PC?
- The Streamer appears at system trey but does not work normally, why? See all 26 articles
Splashtop Account & AAP (Anywhere Access Pack)
- How do I check if my Anywhere Access Pack (AAP) has expired?
- Where and how do I create a Splashtop Account? I am a new Splashtop Personal user.
- What is a Splashtop Account?
- What is the Anywhere Access Pack?
- I've upgraded from Splashtop Remote Desktop to Splashtop 2. Why can't I see my computer on the iPad?
- What kind of email address can I use to register a Splashtop Account? See all 10 articles
Installation
Connection
- Is there a portable version of the Windows client?
- User Guide for the WoL Checking Tool
- Connection Issues
- How do I know the Anywhere Access Pack has been enabled for my Splashtop Account?
- How do I perform Wake-on-LAN with Splashtop 2/Personal? (WoL)
- How do I set up Proxy settings in Splashtop Win/Mac Streamer & Win client? See all 11 articles
Security
- What is Device Authentication?
- How do I setup two-step verification?
- What if I forgot my password for my Splashtop Account?
- How can I set up the Security Code for my Splashtop Account?
- Is it secure to work with my private data / operations during the remote sessions using my Splashtop Account? (e.g: password typing, screen displaying, ...)
- What can I do if I get a "Wrong password" error, or how to reset my password?
Sound
- Why is there no sound streamed to my device from a macOS 10.13 device?
- Why isn't there any sound output to my device when I connected to a Mac?
- Why isn't there any sound being streamed to my iPad?
- Sound Issues
- Why isn't there any sound being streamed from Linux Streamer?
- How do I make sound work when connecting to a Windows XP system? See all 9 articles
Gestures & Keyboard
Screen display
- Screen Display Issues
- How can I prevent the icons on my computer's desktop from being re-arranged?
- What NVIDIA optimization does Splashtop support?
- Why can't I play some games or movies in Full Screen mode?
- Why is there only audio playback (no video) when I am watching a movie on my tablet/phone?
- Why do I only see part of my computer screen on my tablet/phone? See all 9 articles
Splashtop Streamer
- Splashtop Streamer and OS Mojave (10.14)
- Who should install Splashtop Virtual Driver on Mac Streamer?
- Why do I get an “Unable to reach Splashtop servers…” error on my XP Streamer?
- In Splashtop Streamer (for Windows), why are the status icons different from the original ones?
- I’m not using Splashtop Personal, but I am using one of your other Splashtop products. How should I proceed with the new Streamer?
- What if I forgot my password for my Splashtop Account? See all 12 articles
Subscription
- What should I do if In-app purchase is not reflected into my Splashtop account?
- Subscription
- Anywhere Access Pack and Productivity Pack subscription
- I want to subscribe to Anywhere Access Pack or Productivity Pack. How do I do this?
- How do I get an invoice/receipt?
- How can I unsubscribe/cancel from my auto-renewing subscription (Anywhere Access Pack or Productivity Pack)? See all 12 articles