In cases where Splashtop On-Prem app fails to connect to a target Streamer, the first thing we should check is whether the network connection is blocked between:
- Splashtop On-Prem app and Splashtop Gateway
- Splashtop On-Prem app and Splashtop Streamer
- Splashtop Streamer and Splashtop Gateway
If Splashtop Gateway is deployed in cloud, we should also check the connection between Splashtop On-Prem app/Streamer and Splashtop Gateway/Relay/Database servers.
We can simply use the Ping and Telnet command to check the network connection between two computers/servers.
Testing Network connection
Ping: You can test if a network connection exists by pinging the other computer.
- Open a command prompt
- Type “ping IP_of_Target_Computer” and press enter.
Telnet: You should also test the connection using telnet as this allows you to specify the TCP port.
- Open a command prompt
- Type in "telnet IP_of_Target_Computer PORT" and press enter.
- For example, we would type “telnet 192.168.1.100 443”
- If a blank screen appears then the port is open, and the test is successful.
- If you receive a connecting... message or an error message then something is blocking that port. It could be the Windows firewall, a third party firewall like Norton's or a hardware firewall between the PCs.
What a successful test will tell you:
- If you can both ping and telnet to the other computer, this shows that there is a network connection and the port is open between the two computers.
What to do if you had problems during this test:
- Verify the computers are physically connected to the network.
- Check whether there is a firewall between the two computers.
- Use IP address instead of hostname because hostname may not be resolved.
- Some domains block telnet and ping as a security measure, and this test will not work in all cases.