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Remote Access

Connect securely. Work confidently.

Use the approved TnT remote-access tools to reach your office computer or begin an attended support session with a technician.

01Client Remote Access02During a Session03SOS Technician Support04Troubleshooting & Safety

Client remote access

Reach your assigned office computer.

Approved client users can connect through the TnT Syncro portal using their individual account and the Splashtop application. Access is limited to devices assigned by their organization.

STARTConnect to your office PC from Windows
  1. Open the TnT Remote Access Portal.
  2. Sign in using your individual portal account. Complete MFA if prompted.
  3. Select the approved office computer assigned to you.
  4. Choose the remote-access or Splashtop connection option.
  5. If prompted, download and open the Splashtop launcher. Allow the connection to start.
  6. Sign in to Windows with your normal work credentials if the office PC is locked.

Do not share a portal login. Each person should use an individually assigned account so access can be protected and audited.

FIRSTFirst-time connection and launcher setup
  1. Allow the Splashtop launcher download only when it was initiated from the verified TnT portal.
  2. Open the downloaded installer or launcher from your browser’s Downloads list.
  3. Approve the normal Windows security prompt if the publisher identifies Splashtop.
  4. Return to the portal and select the computer again if the session does not start automatically.
  5. Contact TnT if the browser repeatedly requests the launcher after installation.

Browser pop-up protection may prevent the launcher from opening. Allow pop-ups only for the verified TnT Syncro portal.

MACConnect from a Mac
  1. Open the TnT Remote Access Portal in Safari, Chrome or Edge and sign in.
  2. Select your assigned computer and start the Splashtop connection.
  3. Download and open the Splashtop Business application when prompted.
  4. In macOS System Settings, approve any requested Screen Recording, Accessibility or microphone permissions needed for the session.
  5. Close and reopen Splashtop after changing a macOS privacy permission.

macOS privacy controls may prevent viewing or controlling a screen until the correct permissions are enabled. Grant access only to the verified Splashtop application.

MOBILEUse a phone or tablet
  • Mobile access is useful for brief tasks but is not ideal for complex desktop work.
  • Install only the official Splashtop application from the Apple App Store or Google Play Store.
  • Use your individual portal account and MFA.
  • Protect the device with a PIN, biometric lock and current operating-system updates.
  • Never save work credentials on a borrowed or shared mobile device.

During a session

Protect the office computer while working remotely.

A remote session controls the office computer as if you were sitting in front of it. Normal company security and data-handling rules still apply.

SCREENNavigate the remote desktop
  • Use the Splashtop toolbar to switch between windowed and full-screen views.
  • Choose the display you need when the office computer has multiple monitors.
  • Use the session toolbar’s keyboard-command controls for combinations that affect the local computer.
  • Reduce image quality if the connection is slow; this can improve responsiveness.
  • Do not change display, network or security settings unless TnT directs you to.
LOCKPrevent someone onsite from using the PC
  • Lock Windows before leaving the office computer unattended.
  • Ask your organization whether the physical display should be blanked during remote work.
  • Be aware that someone near the office PC may see activity unless privacy features are enabled.
  • Never leave an active session open on a shared home computer.

Screen blanking depends on the device, operating system and Splashtop configuration. Contact TnT if the session handles confidential information.

FILESMove files safely
  • Keep company files in approved OneDrive, SharePoint or network locations.
  • Do not copy business data to a personal computer, USB drive or personal cloud account.
  • Use file-transfer features only when your organization permits them.
  • When possible, work with the file on the office computer instead of downloading it locally.
ENDEnd the remote session correctly
  1. Save your work and close sensitive documents.
  2. Sign out of Windows only if that is your organization’s normal practice; otherwise lock the office PC.
  3. Use the Splashtop toolbar to disconnect the remote session.
  4. Close the browser portal on the device you used.
  5. Sign out of the portal when using any device that is not exclusively yours.

Disconnecting Splashtop does not necessarily sign you out of Windows. Lock the office PC before ending the session.

Attended technician support

Start a Splashtop SOS session.

SOS is for temporary, attended support while you are working with a TnT technician. The displayed code authorizes that specific session.

SOSConnect to a TnT technician in three steps
  1. Download Splashtop SOS: Open sos.splashtop.com and download the application for your device.
  2. Open the application: Run the downloaded file and approve the expected operating-system prompts. The app normally runs without a traditional installation.
  3. Provide the 9-digit code: Read the code shown in the SOS window only to the TnT technician assisting you.

Only share the code with a TnT technician you contacted or whose identity you have verified. TnT will never ask for your password or MFA code.

VERIFYVerify the technician before granting access
  • Start the session only after contacting TnT through a known phone number, support ticket or established communication channel.
  • Be cautious of an unexpected call, text, pop-up or email claiming your computer is infected.
  • Do not call a number displayed by a browser warning or unsolicited security alert.
  • If uncertain, call TnT directly at (909) 758-5400.
CONTROLWhat happens during an SOS session
  • You can see the technician’s actions on your screen.
  • The technician may ask before opening sensitive applications, transferring files or making major changes.
  • Stay near the device and ask questions whenever an action is unclear.
  • Close the SOS application to end the connection.
  • The nine-digit code is temporary and should not be reused or photographed for later access.

Troubleshooting & safety

Resolve common connection problems.

Most remote-access failures involve an offline office computer, a blocked launcher, missing Mac permissions, internet quality or an account that has not been enabled.

OFFLINEThe office computer appears offline
  1. Confirm the correct computer was selected.
  2. Ask someone onsite whether the computer is powered on and connected to the network.
  3. Wait a few minutes if the PC is restarting or installing updates.
  4. Do not repeatedly attempt the connection if the computer remains unavailable.
  5. Submit a TnT ticket with the computer name, your location and the approximate time.
BLACKThe session opens to a black or frozen screen
  1. Wait 30–60 seconds for the display to initialize.
  2. Use the toolbar to switch monitors or refresh the screen.
  3. Disconnect once and reconnect.
  4. On a Mac, confirm that Splashtop has Screen Recording and Accessibility permission.
  5. If the problem continues, take note of any message and contact TnT.

Do not force the office computer off unless a TnT technician tells you to; unsaved work or server-based applications may be affected.

SLOWThe connection is slow or keeps disconnecting
  • Move closer to the Wi-Fi access point or use a wired connection.
  • Pause large downloads, streaming and cloud synchronization on the local network.
  • Reduce remote-session quality or resolution.
  • Try a trusted mobile hotspot to determine whether the local network is the cause.
  • Record the time and whether audio, video or all control is affected before contacting TnT.
LOGINPortal sign-in or MFA is not working
  • Confirm you are using your own portal account and the correct email address.
  • Check the time and date on your device; incorrect time can affect authentication.
  • Do not approve unexpected MFA prompts.
  • Do not create a shared account or use a coworker’s login.
  • Submit a support ticket if your account is locked, missing the assigned computer or has not been enabled.
SAFERemote-access security checklist
  • Use a company-managed or otherwise trusted, fully updated device.
  • Use unique passwords and MFA for every remote-access account.
  • Avoid public computers and untrusted Wi-Fi; use a trusted hotspot when practical.
  • Never disable antivirus, firewall, browser protection or device-compliance controls to make a session work.
  • End unexpected sessions immediately and report them to TnT.
  • Lock both the local device and office computer whenever you step away.

Remote access should be individually authorized, time-appropriate and limited to approved devices. Report any access you do not recognize.

Need help connecting?

Submit a support request with your name, organization, device type, office computer name and the error message you see.

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