Already a NinjaOne customer? Log in to view more guides and the latest updates.

Troubleshooting Splashtop Integration Issues

  • Last Updated January 27, 2026
TeamViewer and Splashtop applications are no longer integrated with NinjaOne by default. To enable them, contact your NinjaOne Account Executive.

Topic

Please see the following for some recommended troubleshooting steps in the case that you encounter an issue with the Splashtop integration.

Environment

NinjaOne and Splashtop integration

Issues

 

Black screen upon connection

Problem

When I connect to a device, the screen is black.

Cause

This can occur due to a variety of causes, including:

  • the device not having a connected monitor.
  • The monitor being off or in a low-power state.
  • The video output already being utilized by a different connection type, such as RDP.

Solution

Frequently, installing Splashtop's video driver can help with this. Splashtop provides more information on this here.

 

Splashtop icon is missing

Problem

The Splashtop icon is missing for a device.

Cause

Please note that it can take some time for the Splashtop icon to appear, especially on a new Ninja install (in this case, there are often other tools being installed and deployed to a machine, as well). Within about 10 minutes, you should notice an activity log entry indicating that Splashtop Streamer has been installed on the device.

Solution

If Splashtop was installed by Ninja but you're still not seeing the icon, restarting the Ninja agent can occasionally expedite this process. We offer a custom script to do so here: Custom Script: Restart NinjaRMMAgent.

If you're not seeing the activity entry that Splashtop has been installed, make sure there aren't any antivirus tools, firewalls, or other content filtering that could be blocking the download and install. Then, run the Splashtop removal tool to remove previous or corrupted installs of Splashtop. You can find this here.

 

High Resource Utilization

Issue

We have received reports of an issue involving high-resource utilization from Splashtop and various antivirus products. This issue appears to be related to Splashtop Streamer v3.5.6.0.

Per Splashtop, this is likely due to how Splashtop utilizes WMI to gather system and hardware inventory conflicting with scheduled or on-access AV scans. Splashtop's Development Team expects that this will be fixed in their update, v3.5.8.0.

Workaround

  1. Splashtop has recommended that you create an AV exclusion for the entire Splashtop Program Files (x86) directory. If this exclusion does not work for your particular AV, please work with your AV's Support Team to determine the necessary exclusions that need to be made.
  2. If you do not wish to create an AV exclusion, you can disable Splashtop per device or per organization. Instructions on Splashtop removal can be found in Uninstalling Integrated Components.

Please note that Splashtop client updates are controlled by Splashtop. Please see this Splashtop article for more information about automatic Splashtop Streamer updates.

Solution

Splashtop independently controls its update channels and will gradually roll out 3.5.8.0 on applicable devices. Ninja does not have the ability to control which devices are targeted, as updates are pushed out directly by Splashtop on a rolling basis. Please see this Splashtop article for more information about automatic Splashtop Streamer updates.

 

If the issue you are experiencing is not listed above, or if you need further assistance after attempting the recommended troubleshooting steps, please contact Ninja Support.

FAQ

Next Steps