Troubleshooting Splashtop RMM Code and Connection Issues (4376318)

Case 1: RMM Code Issues
Devices are showing a device issue with the following error: "RMM Code is mismatched. See Troubleshooting RMM Code Issues."

Case 2: Connection Issues
Error is displayed: "Remote control session can not be established. Please try again or check the troubleshooting guide." when attempting to initiate remote control session on a device.

Case 1: RMM Code Issues

The SMA agent inventory has reported a different RMM code. The RMM code identifies the business account the Splashtop streamer is associated with. A code mismatch prevents the SMA from invoking the remote connection as it does not belong to the Quest account.

Case 2: Connection Issues
1. The remote machine is not online.
2. Incorrect session password.
3. Network connectivity issues.

Troubleshoot RMM Code Issue:

To resolve the issue, the existing RMM code needs to be removed so the agent is able to set the correct code. Another option is to modify the value to match the expected RMM code.
 

Note: Once the RMM code is removed or modified on a device, it may require one or two inventory cycles to update status in the SMA.

The RMM code can be found at the following location:

Windows: HKEY_LOCAL_MACHINE\\SOFTWARE\\WOW6432Node\\Splashtop Inc.\\Splashtop Remote Server

MacOS: Users/Shared/SplashtopStreamer/Splashtop-Streamer.plist

Troubleshoot Connection Issues:

1. The remote machine is not online.
   
   1. Verify that the remote machine is powered on and connected to the network. 
   2. Confirm the remote machine is also showing online in the KACE SMA Inventory list.
2. Incorrect session password:
   1. Confirm in Settings | Logs: KACE SMA Log that RMM session password has been successfully generated.
   2. Check the session password key has been set on the target device:
      Windows:  RmmSessionPwd
      HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server 
      
      Mac: RMMSessionPassword 
      /Users/Shared/SplashtopStreamer/Splashtop-Streamer.plist
3. Network connectivity issues.
   1. Ensure that the required ports for remote control are open in the firewall. For reference see: Which network ports and URLs are required for the KACE SMA appliance to function?
   2. Retry the operation after a few minutes.