If you're already familiar with using Splashtop, click this link to download the streamer.
If you're new to Splashtop:
Our support team may ask to initiate a remote session using Splashtop. To connect, you'll run a streamer program called SplashtopSOS.exe, which lets our team remotely view and optionally control your desktop.
To start the streamer, visit https://sos.splashtop.com to see the following screen. SplashtopSOS.exe will be downloaded automatically by most browsers as soon as you arrive at the page.
Windows Users: You may see the downloaded program name appear briefly at the upper right of your browser, or you can find it in your Downloads folder. If the download doesn't start automatically, click the Windows download link and save the file in a folder where you can find it and open it.
Mac users: If the download doesn't start automatically, click on the Mac download link to download the streamer. Run the program and continue with the instructions in the next section entitled, "Mac Users".
Windows Users (Mac users should scroll down to find the Mac Users section and continue from there)
If you see this warning, select the Keep button to make the downloaded file available to run.
Run the SplashtopSOS program
Click on the downloaded file to run the program (double-click if you're viewing it in your Downloads folder). If you see a dialog box that says On Demand Support, continue to the next section, labeled "Once the Streamer is Running".
Depending on your system's security settings, some users will first see the following warnings. You can click the More info, and on the next page, Run anyway to allow it to continue. If you would prefer not to allow this access, click Don't Run, though we won't be able to connect to your system remotely. In that case, we can do our best to try to talk you through any issues without being able to view your screens.
The following image shows the Run anyway button, circled in red
Once the streamer is running
When you run the Splashtop streamer, a dialog will display a 9-digit number after a brief delay. Tell that number to the support person during your support call so they can remotely connect to your machine. Here’s an example of how the support window will appear:
Once connected, you and your support person can see and control your system as you watch. Please don't close the Splashtop window until you want to end the remote session. You may minimize the window, or your support person may minimize it for you once they're connected.
Please try not to move the mouse if the support person is demonstrating or changing something, as you and the support person can move it simultaneously and interfere with each other. Once you’re done with the remote session, you can close the streamer to end the session if it's not already closed by your support person.
Mac Users
When you run the Splashtop streamer, a dialog will display a 9-digit number after a brief delay. Tell that number to the support person during your support call so they can remotely connect to your machine. Here’s an example of how the support window will appear:
SPECIAL EXTRA STEPS FOR MAC USERS!:
Mac users must take extra steps to permit remote control once the Splashtop streamer is running. This can be done when running the streamer by clicking on the choices outlined in red in the popup that appears in order to allow remote control and also screen recording so the desktop can be viewed. It's important to check these settings again even if they've already been checked, as it can sometimes resolve connection-related issues. You may need to click on the lock hasp to allow changes to this page.
It may be possible to set this using the instructions at either of these links, depending on the version of Mac OS in use:
https://support-splashtopbusiness.splashtop.com/hc/en-us/articles/360017848391-Splashtop-Streamer-and-Mac-OS-Mojave-10-14-
Once connected, you and your support person can see and control your system as you watch. Please don't close the Splashtop window until you want to end the remote session. You may minimize the window, or your support person may minimize it for you once they're connected.
Please try not to move the mouse if the support person is demonstrating or changing something, as you and the support person can move it simultaneously and interfere with each other. Once you’re done with the remote session, you can close the streamer to end the session if it's not already closed by your support person.
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