Splashtop is the built-in remote access tool you can use with Syncro. When enabled on a Policy, Splashtop is automatically deployed on Syncro Assets. There is no limit to the number of deployments.

Our partnership with Splashtop means their tool is included as part of your Syncro subscription price. However, End User Remote Access (i.e., allowing Contacts to remotely access assets from the Customer Portal) is an additional monthly charge per contact. Team Plan subscribers gain access to multi-monitor and multi-user features. These features are not included in the Syncro MSP Plan.

Tip: If you're interested in remote access without interrupting the user's session, check out the Backgrounding Tools.  

This document describes how to set up and use Splashtop to remotely access a machine.

Notes: 

• If you're also running a Bring Your Own (BYO) version of Splashtop, both will be available, but only can run at a time. 
• Simultaneous connections to multiple machines from a single technician is allowed, and multi-monitor toggling is available in the UI.

Prerequisites

You must have a Syncro Agent installed on each asset you'd like to remotely access with Splashtop. There is no one-off or SOS-style support.

Policy Settings

These settings will determine the default settings when you deploy the Syncro agent with Splashtop.

Navigate to the Policies tab and click a Policy to edit it. Then in the left navigation, select Remote Access and check the “Enable And Deploy Splashtop for Assets on this Policy”: 

You can optionally check the “Require Client Permission for Remote Access” box.

For more information, see Create a Policy.

Security Settings

Consider the permissions that you need to allow technicians to use the remote access tooling. 

Navigate to Admin > Syncro Administration - Security Groups. Then click Edit to view and/or edit permissions for a particular Security Group.

There are two specific security settings you should pay attention to:

• Assets - Allow Remote Access
• Customers - Remote Access Enable

See also Security Permissions Reference.

Starting a Remote Access Session

To start a remote session, navigate to the Detail Page for a specific asset:

Or, open the asset's More Info preview, then click Remote Access:

Download the Splashtop Remote Access Viewer

If a Splashtop remote session has never been started on the computer, use the pop-up to download the appropriate Splashtop Viewer. You can choose between Windows and Mac operating systems. 

If the Splashtop Viewer is already installed, close the pop-up to proceed.

This download only needs to happen once on the machine to allow Splashtop to function from the device.

Your browser then presents a pop-up asking for permission to launch the Splashtop Viewer. You can optionally say that you trust the app so that it doesn't show again:

Enable Splashtop access on a Mac

You will need to add each permission below under the Security & Privacy in System Preferences.

Under Accessibility, add the Splashtop Streamer app by clicking + , or if it's already there, toggle the Splashtop Streamer to On. You’ll be asked to enter your system password, then click Modify Settings:

Follow the same process for the other two permissions: Screen Recording and Full Disk Access.

The success window displays with three (3) green check marks:

With the Mac permissions set, you should be now able to remotely access the Mac system via Splashtop.

Use Splashtop

When you start a remote session, Splashtop opens in a separate window outside of your browser. 

Note: The two screenshots below are the Windows version. The Mac version is similar.

The Splashtop Navigation bar gives you lots of functions, described below:

Icon	Function
	Disconnect session.
	RDP switch session. Shows if multiple RDP sessions are active on this computer.
	Switch monitors.
	View resolution scaling options, frame rate settings, remote cursor.
	Full screen.
	Send Ctrl+Alt+Delete.
	Actions: Blank screen, lock keyboard and mouse, paste clipboard as keystrokes.
	File transfer.
	Chat window for technician input.

Splashtop session start and session ends are logged in the Asset Recent Activity Log on the Asset Detail page:

Team Plan Features

Signing up for the Team Plan unlocks additional features for Splashtop, including multi-monitor support and multi-user sessions.

Multi-Monitor Support 

For Windows, Mac, and Chromebook

When in a remote access session, click Switch Monitor in the toolbar at the top of your screen to switch monitors:

The blue dot on the monitor icon indicates the number of the monitor you are viewing, or displays a multi-monitor symbol as shown here:

The first two menu items let you select Monitor 1 (e.g., SyncMaster) or Monitor 2 (e.g., FlexView Display) from the remote system to view on your screen:

Use the third menu item (One Window) to view all monitors from the remote computer on one local screen. This is also known as multi-to-one.

Use the final option (Multi-Window) to view each remote monitor in a separate window on your local computer. This is also known as multi-to-multi. You can arrange those windows on multiple local monitors. 

For iPhone and iPad

On iOS devices, including iPhone and iPad, there is a toolbar button available when the menu is activated at the bottom of your device screen. Selecting this button gives you the ability to switch screens:

On an iPhone, you have options to view one screen at a time, or both remote screens at the same time:

For Android Phones and Tablets

The Splashtop Android apps provide the option to view one remote monitor at a time. Use the highlighted button to switch to the next monitor:

Multi-user Sessions

Up to two different technicians can connect to the same desired remote computer (as they normally would from Syncro). 

Both users will see the screen and have control, as if they were sitting at the computer.

Splashtop FAQ