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Title
Remote control icon not showing up after remote control has been enabled and installed on Windows systems -
Description
The remote control icon or button in device detail is not showing for some devices where it has been enabled and the Splashtop streamer installed. -
Cause
1. There is a pre-existing splashtop streamer installation: If Splashtop is already used in the environment the SMA will not overwrite the existing installation and hence a remote control session will not be able to be launched from the SMA.
2. RMM code was not set during Splashtop remote control agent installation -
Resolution
Disclaimer: The information in the script and custom inventory rule provided is known to work successfully. If any of these instructions are changed and/or used incorrectly, intentionally or unintentionally, this solution becomes unsupported by our Support and Development.
Support and Development recommend to always creating a backup of registry, files or databases to be modified prior to the execution of any script.
Any further customization of the script or custom inventory rule is offered as a fee-based service by our Professional Services team. Please contact your sales representative for details.
- Verify if devices have the RMM code set.
- To verify if RMM code is set and matches the Quest RMM code, create a custom inventory rule as follows:
RegistryValueEquals(HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server, RmmCode, hFwrvGey7CZGxN7g)
- To verify if RMM code is set and matches the Quest RMM code, create a custom inventory rule as follows:
- Create a device smart label to get a list of devices that have the Splashtop Streamer application installed and Software Titles equals or contains the CIR created in the previous step.
- Changing the Software Titles RmmCode CIR filter operator to 'does not contain' can be used to get the list of devices that do not have the RMM code set for the SMA Remote Control.
- This example is assuming that the built-in RemoteControl manual label is being used to enable this feature for devices. The label name can be replaced by any device label with the Remote Control option enabled. If deploying to all devices, this filter line is not necessary.
- If it has been confirmed the installation is not managed by any other system and the splashtop streamer is installed, the script attached to this article can be imported and used to set the RMM code for the managed endpoints.
Note: This script will set the RMM code when it is not set or overwrite the RmmCode if any other exists.
For any questions or assistance on this topic please contact our Tech Support . - Verify if devices have the RMM code set.
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Defect ID
K1A-4133 -
Attachments
