Splashtop Attended Access isn't allowing access with the error: “The user at the computer refused the connection”

We are currently investigating reports of connection issues when using Splashtop with Attended Access enabled.

Symptoms
Users have reported that when the Attended Access setting is active, the end-user on the remote machine is not receiving the required prompt to allow the connection. This causes the session to time out, resulting in the following error message for the technician:

“The user at the computer refused the connection”

Workaround
To restore remote access functionality, users can temporarily toggle off the Attended Access requirement. To do this, uncheck the ‘Require Client Permission For Remote Access’ checkbox within the Policy settings. Once the asset syncs, this will allow connections to proceed without the end-user prompt. Please note that if you utilize this workaround, you’ll need to re-enable this setting after the permanent fix is deployed.

Next Steps
Our engineering team is actively diagnosing the root cause. We apologize for any inconvenience this may cause your team and your clients, and we will provide further updates as they become available.