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Updated on in How to, Troubleshooting

A Comprehensive Guide to Troubleshooting Splashtop Display Issues

Author: Emma Collins
Emma Collins Article author

Splashtop is a well-known remote access and support software, but it’s not without any issues. If you’re experiencing problems, you might even consider a free alternative to Splashtop.

Many users reported Splashtop display issues that prevent software use or disrupt remote sessions. For instance, the screen may turn black or blank upon attempt to use the program or the mouse’s cursor fails to align to its desired position during sessions. 

These issues frustrated many users, as solving them is often challenging. Many are even unaware of how to troubleshoot the app in the first place. So, we prepared this guide to provide detailed troubleshooting steps and effective solutions to address common Splashtop display issues.

Splashtop Display Troubleshooting: Common Issues and Fixes

Regardless of the Splashtop display issue you face, it’s important to perform troubleshooting—systematically diagnose, analyze, and resolve the problem. 

Sometimes, restarting the app (or even the machine) might resolve the issue, but if the problem is too complex, a systematic, step-by-step troubleshooting approach is more advisable. 

Let us apply this approach to solve common Splashtop display issues.

Black Screen or Blank Display

In this case, the user attempts to access the remote system, but the screen display turns black. This happens usually when the PC is “headless” (no monitor is attached) or the machine’s monitor is turned off. 

How to Solve:

In the absence of a PC monitor, you can use a virtual display to run the app and avoid the black screen issue. 

Follow these for the Splashtop Black Screen fix:

  1. Go to this directory on your device:  C:\Program Files (x86)\Splashtop\Splashtop Remote\Server\Driver\LCDisplay.
  2. Run install_driver64.bat (for 64-bit systems) or install_driver.bat (for 32-bit systems) as Administrator.
  3. This creates a virtual display driver (SP-DSP00) with a resolution of 720p.
  4. Enable or disable this driver using the registry key:
    • i. 1 = on, 0 = off
    • ii. Location:
      HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Splashtop Inc.\Splashtop Remote Server.

Resolution Problems

In this case, the app displays the screen in poor and low resolution (e.g., 720p), which impacts the session’s visual clarity, or there is a difficulty with the adjustment of the native resolution of the display. 

How to Solve:

If there is no issue with the physical display, some tweaks in the display setting can resolve the issue. Here are the steps for Splashtop Resolution Problem Fix:

    1. Ensure that both the client and host devices are running the latest drivers.
    2. Go to the Splashtop’s settings tab and change the resolution manually:
      • • “Streamer Settings” > “Display” > Select resolution from the dropdown.

Cursor Misalignment

Some users reported that their mouse pointer does not align with its expected position on the screen. Oftentimes, this is due to poor networks. Otherwise, there might be some issues with the app’s version or the cursor’s settings in the app. 

How to Solve:

The Cursor Misalignment Splashtop Issue is quite simple to fix. Go to Splashtop’s settings and adjust the cursor settings to synchronize the mouse position. If your network is solid, this method will resolve the issue. Otherwise, check if your Splashtop version is the latest one. If not, update the Splashtop remote.

Misarranged or Partial Screen View

It’s also possible that Splashtop displays desktop icons in a completely different arrangement or portions of the screen become not visible. This often occurs in setups with dual or multiple monitors.

How to Solve:

Oftentimes, this issue is caused by incompatibility between the host and remote device’s environments. One possible fix is to launch and use Splashtop’s legacy to ensure compatibility. Make sure also to check the display scaling and DPI settings on both the host and client.

Video Playback Problems

Some users might have trouble playing videos when streaming. For instance, you might be able to hear audio but cannot see the video.

How to Solve:

Issues with Splashtop’s video playback can be resolved by activating or adjusting the “Hardware Acceleration” settings. The appropriate setting configuration depends on the device, so you might need to experiment to get the right one for your sessions. 

Another solution is to ensure compatibility with specific codecs (e.g., for Nvidia GeForce cards) or use a different media player that is compatible with the software.

For other issues, such as Splashtop screen sharing not working, you can perform basic troubleshooting with these measures:
  • ★ Keep Software Updated: Check Splashtop’s official website to check for the latest features and updates.
  • ★ Driver Updates: If your device’s drivers are outdated, the display issue might persist.
  • ★ Enable Legacy Mode: The legacy mode can help resolve compatibility issues with the device’s display. Put simply, activation of legacy mode will move you back to a previous encoder, which can help resolve connection or graphics issues (such as black screen, blurry screen, purple screen).

Consider HelpWire as a Reliable Alternative

Are you still dealing with Splashtop display issues? Consider switching to a more reliable and robust alternative. Introducing Helpwire.

Helpwire is a remote access service that empowers businesses and home users with remote desktop control tools for Windows and macOS users. It has a wide range of user-friendly features that ensure a seamless remote session anytime, anywhere.

  • Multiple Screen Viewing

    Helpwire users can switch and combine multiple monitor displays for maximum visibility and productivity.

  • Optimized Performance

    All remote sessions come with minimal lag and disruption measures to ensure a seamless connection between devices.

  • Adjustable Screen size

    Users can customize tool sizes or resolutions to fit in their remote monitors.

  • Adjustable Screen size

    Users can customize tool sizes or resolutions to fit in their remote monitors.

  • Screen synchronization

    Local and remote systems can access monitor displays simultaneously at high accuracy.

  • Stable and reliable connection

    Helpwire prevents image distortions and monitors syncing issues by establishing strong and reliable device connections over the network.

  • Unattended Access

    Users may remotely connect to and manage devices or systems without needing the remote user to be present.

Tags:
Splashtop, Tips & Tricks