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Judith_Yun
Level 8
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Message 1 of 10

Unable to use Splashtop remote access application

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Our company has used the Splashtop business/streamer application to provide teleworking to our employees.

However, it is not able to remote access with the Splashtop business anymore after McAfee agent is deployed to the endpoint devices(Laptop and desktop).

Here is the current endpoint firewall settings for the remote access application.

If there is other settings that we have to check, please give me advice.

 

image.pngimage.png

1 Solution

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Judith_Yun
Level 8
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Message 9 of 10

Re: Unable to use Splashtop remote access application

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I solved this issue by myself.

In the policy calatog > McAfee client policy> Customized or Default MCP policy> Edit> Bypass List> Add splashtop.com

It should be checked the endpoint is deployed MCP to apply MCP policy.

.

 

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9 Replies
Pravas
McAfee Employee
McAfee Employee
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Message 2 of 10

Re: Unable to use Splashtop remote access application

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Hi Judith,

I see Splashtop has been added as trusted application. Does the application work if ENS Firewall is disabled?

If Yes, please try the following:

1) Launch McAfee Endpoint Security.

2) Click on drop down next to Update Now & choose Settings.

3) Choose Firewall on the Left & Show Advanced on the top right.

4) Check Enable Adaptive Mode under Tuning Options

5) Click Apply to save changes.

6) Relaunch the Application. [The traffic shouldn't be blocked]

7) Follow Steps 1-3. Click on Rules on the Left.

😎 Expand Adaptive and you should see new rules that were created.

9) Take note of the rules and configure it in the Firewall Rule Policy.

* Disable Adaptive Mode when done.

I hope this helps.

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Former Member
Not applicable
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Message 3 of 10

Re: Unable to use Splashtop remote access application

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I don't know about the tread author but for me it was really helpful!
I struggled with the same issue for a couple of days, finally decided to check the forum, and here is your reply. 

Thank you

Judith_Yun
Level 8
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Message 4 of 10

Re: Unable to use Splashtop remote access application

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Hello,

The splashtop is already lists on the trusted application in below.

 

image.png

But there is a problem to connect the PC from remote.

Also, when I run its diagnostic tools I got the network error message.

our old security solution is symantec endpoint protection and it has no problem for splashtop.

But McAfee agent block the session between the source and destination PC via Splashtop relay server.

when I ran the disgnostic tools on the splashtop client both PC /w symantec and PC /w McAfee, I got the different result like the below.

From Symantec Endpoint

image.png

From McAfee endpoint

 
 

image.png

 

Due to the McAfee Agent, our employees can not remote access from home now.

 

AdithyanT
McAfee Employee
McAfee Employee
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Message 5 of 10

Re: Unable to use Splashtop remote access application

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Hi @Judith_Yun,

Thank you for the update. As suggested above, have you tried the Adaptive mode for Firewall? Do you see any rules getting generated by it? McAfee Firewall, predominantly blocks traffic based on Rules. So if we find out what rule blocks it, we can configure the allow rule accordingly.

If the investigation based on this post is tedious to work with, please do not hesitate to create a Support request with us and we would be happy to work with you over a remote session and assist you further.

Was my reply helpful?
If you find this post useful, Please give it a Kudos! Also, Please don't forget to select "Accept as a solution" if this reply resolves your query!

Thanks and regards,
Adithyan T
Judith_Yun
Level 8
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Message 6 of 10

Re: Unable to use Splashtop remote access application

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Thank you for your feedback.

I have a test with a adaptive mode but there is no any changes.

Also, I open a case from technical support but the engineer is assigned who is in the differenr time zone.

Besides, he recommend the solution to set up the adaptive mode that I already did.

AdithyanT
McAfee Employee
McAfee Employee
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Message 7 of 10

Re: Unable to use Splashtop remote access application

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Hi @Judith_Yun,

Thank you for your feedback and I am sorry to hear the unsatisfactory case progress. May I request you for your work hours and SR# via DM to me please?

I can have this reviewed for you and have the right Engineer aligned to work with you on the same.

Also, to continue the analysis here, since Adaptive mode does not help, May I request you to turn of firewall, just to confirm that it is indeed Firewall that is causing the issue?

Was my reply helpful?
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Thanks and regards,
Adithyan T
Judith_Yun
Level 8
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Message 8 of 10

Re: Unable to use Splashtop remote access application

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Hello, 

When I turn off the firewall at the endpoint.

I got the diffent diagnostic result from the splashtop business in below.

image.png

Please check and give the advice which feature or policy can be a cause for the solution.

Judith_Yun
Level 8
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Message 9 of 10

Re: Unable to use Splashtop remote access application

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I solved this issue by myself.

In the policy calatog > McAfee client policy> Customized or Default MCP policy> Edit> Bypass List> Add splashtop.com

It should be checked the endpoint is deployed MCP to apply MCP policy.

.

 

View solution in original post

AdithyanT
McAfee Employee
McAfee Employee
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Message 10 of 10

Re: Unable to use Splashtop remote access application

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Hi @Judith_Yun,

Thank you for your kind update on this, we are glad that the issue is resolved. MCP - McAfee Client Proxy is a different product and hence turning off firewall for testing would have cleared it was not a firewall issue.

We would recommend component isolation and product isolation to ensure the issue is identified with the respective product so we can troubleshoot accordingly.

Was my reply helpful?
If you find this post useful, Please give it a Kudos! Also, Please don't forget to select "Accept as a solution" if this reply resolves your query!

Thanks and regards,
Adithyan T
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