You may be asked by the support team to use Splashtop to permit screen sharing and remote control. To connect, you'll run a streamer program called SplashtopSOS.exe, which lets an authorized remotely view and control your desktop.
To start the streamer, visit the Base Camp Trading support page at https://basecamptrading.com/support. You can also reach this page by clicking the Support menu choice, circled in red on the image, below.
Once on the support page, scroll down to find a large blue circle with a green and blue plus-sign icon, as pointed to by the red arrow in the following image:
SplashtopSOS.exe will be downloaded when you click on the icon. You may see the downloaded program at the bottom left of your browser, or in your Downloads folder. If you don't see it as shown in the image below, check your downloads folder.
Note: On some browsers, you may see a warning similar to the following as you're downloading an executable file, and it wants you to confirm that it's ok to download the executable (as executables sometimes contain unexpected code, and you want to make sure you're downloading it from a known source, such as the BaseCampTrading.com website). If you see this warning, select the Keep button in order to make the downloaded file available to run.
Run the SplashtopSOS program
Run the program, and if you see a dialog box that says On Demand Support, continue to the next section, labeled Once the Streamer is Running.
Some users will first see the following warnings, depending on your system's security settings. 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 just 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 window appears that will display a 9-digit number. Provide that number to the support person during your support call so they can remotely connect to your machine. Here’s how the support window will appear:
Once connected, your support person can then see and control your system as you watch. Do not 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.
If possible, please try not to move the mouse if the support person is demonstrating or changing something, as both you and the support person can move it simultaneously and can 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.
If you want to download the streamer directly from Splashtop's website, the link to run the streamer is http://sos.splashtop.com
Note that you may get some notices from Windows about trusting the program. You’re allowing the remote control of your computer, and it’s asking you to make sure you want to do so. This is required for us to remotely view and control your computer.
SPECIAL EXTRA STEPS FOR MAC USERS!:
Note that if you’re a Mac user, you must take a couple of extra steps to permit remote control. This can be done at the time of running the streamer, where clicking on the choices outlined in red that appear in a popup to allow remote control and 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 some 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:
If you have trouble, try visiting this link https://www.splashtop.com/sos-download which will bring you to a page that appears as follows. It should download splashtopsos.exe. If it doesn’t automatically download the program, click on the link that says “Windows download” (or Mac download) and then find and run the SplashtopSOS.exe program that was just downloaded.