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.
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
