Customer Reviews (500)

comaticdivinity • 2025-01-07T00:38:56-07:00

Used to be great. Clearly they've lost sight of what they set out to do, though. Can't even connect to my own computer, on my home network, without being told it's on a different network. What a joke.

Trial Gadget • 2024-12-08T01:39:16-07:00

It just worked once after installed. And then it falsely tells you that the host computer is not in the same web but asking for paid upgrade.

Bluecub429 • 2024-11-23T13:07:53-07:00

The app is unusable. Every time I go to login, my tablet completely freezes, and requires a reboot before I can use it at all again.

Summary of Key Insights

Splashtop Personal is generally well-regarded for its performance, ease of use, and reliability in providing remote access to desktop computers from mobile devices. However, recent updates appear to have introduced stability issues and connectivity problems for some users, particularly concerning the "same network" detection and keyboard/mouse support. The subscription model and customer support are also points of contention. While many users praise its performance and cost-effectiveness compared to alternatives like TeamViewer and LogMeIn, others feel nickel-and-dimed by the "Anywhere Access Pack" and "Productivity Pack" add-ons. The sentiment is mostly positive, but the negative reviews highlight critical areas needing immediate attention.

  • Strengths: Ease of use, performance (speed, low latency), reliability (for many users), cost-effectiveness compared to competitors (for some), cross-platform support, specific features like blank screen and remote webcam.
  • Weaknesses: Recent stability and connectivity issues, inconsistent "same network" detection, issues with keyboard and mouse support (especially with iPad Pro and Magic Keyboard), subscription model frustration, customer support responsiveness, black screen issues, resolution and display optimization problems.
  • Overall Sentiment: Positive, but with increasing concerns about recent updates and the subscription model.
  • Quantitative Metrics:
    • Overall Rating (implied): Approximately 4.1/5 (based on the score distribution).
    • Score Distribution: 5-star (68.8%), 4-star (10.2%), 3-star (4.6%), 2-star (4%), 1-star (12.4%).

Data & Methodology Overview

  • Data Sample Size: 500 reviews.
  • Time Frame: The reviews span a significant period, likely several years, based on mentions of specific iOS versions and historical events (e.g., comparisons to LogMeIn's pricing changes, references to older iPad models).
  • Analysis Methods: Manual review of the text, keyword extraction (implicit), and sentiment assessment based on star ratings and textual content. No automated sentiment analysis tools were used.

Key User Pain Points

  • Connectivity Issues ("Not on Same Network"): Many users report being unable to connect even when devices are on the same network, often accompanied by prompts to purchase the "Anywhere Access Pack." This is a major source of frustration and perceived as a deceptive practice.
    • Impact: Prevents users from accessing their computers as intended, leading to app abandonment and negative reviews.
  • Stability and Crashing: Several users report app crashes, freezes, and black screen issues, particularly after updates.
    • Impact: Disrupts workflow, renders the app unusable, and leads to frustration and lost productivity.
  • Keyboard and Mouse Support Problems: Users, especially those with iPad Pro and Magic Keyboard, experience issues with keyboard shortcuts, mouse clicks, trackpad gestures, and overall keyboard responsiveness.
    • Impact: Hinders productivity, makes the app difficult to use for tasks requiring precision, and diminishes the value of the iPad Pro as a remote workstation.
  • Subscription Model and Pricing: Users express frustration with the subscription model, particularly the need to pay extra for features like "Anywhere Access" and the "Productivity Pack." Some feel the base app is too limited without these add-ons.
    • Impact: Perception of being nickel-and-dimed, resentment towards the subscription model, and exploration of alternative solutions.
  • Customer Support Responsiveness: Several users complain about slow or unhelpful customer support, especially regarding billing issues and technical problems.
    • Impact: Exacerbates frustration, erodes trust in the company, and increases the likelihood of negative reviews.
  • Display and Resolution Issues: Black bars on the bottom of the screen, blurry text, and lack of proper resolution scaling on iPad Pro are recurring issues.
    • Impact: Reduces screen real estate, impairs readability, and detracts from the overall user experience.

Frequently Requested Features

  • Improved Keyboard and Mouse Support: Better integration with iPad Pro and Magic Keyboard, including full support for keyboard shortcuts, trackpad gestures, and external mouse functionality.
  • File Transfer: Ability to transfer files between the remote computer and the iPad without requiring a business subscription.
  • External Monitor Support: Support for using external monitors with the iPad while remoting into a computer.
  • Pressure Sensitivity for Apple Pencil: Improved Apple Pencil support with pressure sensitivity for drawing and graphic design applications.
  • Customizable Resolution Options: More granular control over resolution settings to optimize the display for different devices and network conditions.
  • Wake-on-LAN Improvements: More reliable Wake-on-LAN functionality to remotely power on computers.

Strengths and Positive Aspects

  • Ease of Use: Many users praise the app's intuitive interface and simple setup process.
  • Performance (Speed & Low Latency): The app is generally considered fast and responsive, especially on local networks.
  • Reliability (For Many Users): Many long-term users report consistent and reliable performance.
  • Cross-Platform Support: The app supports Windows, Mac, and iOS, making it versatile for users with different devices.
  • Specific Features: Features like blank screen, remote webcam, and the ability to stream audio and video are appreciated.
  • Cost-Effectiveness (Compared to Alternatives): Some users find the app more affordable than alternatives like TeamViewer and LogMeIn, especially for basic remote access needs.
  • Customer Service: Some users have had positive experiences with customer service, particularly with tech support.

Prioritized Action Recommendations

  • High Priority:
    • Fix Connectivity Issues: Address the "not on same network" detection problem immediately. Investigate the root cause and implement a reliable solution. Clearly communicate the fix to affected users.
    • Improve Stability and Reduce Crashes: Prioritize stability improvements in the next update. Thoroughly test updates on various devices and network configurations.
    • Enhance Keyboard and Mouse Support: Focus on improving keyboard and mouse integration, especially for iPad Pro and Magic Keyboard users. Address issues with keyboard shortcuts, trackpad gestures, and mouse responsiveness.
    • Address Black Screen Issues: Investigate and resolve the recurring black screen problem reported by many users.
  • Medium Priority:
    • Re-evaluate Subscription Model: Consider offering a more comprehensive base app with fewer paid add-ons. Clearly communicate the features included in each subscription tier.
    • Improve Customer Support Responsiveness: Increase customer support staffing and response times. Provide clearer channels for support inquiries and billing issues.
    • Optimize Display and Resolution: Implement better resolution scaling and display optimization for iPad Pro and other devices. Address the black bar issue and blurry text problems.
    • Implement File Transfer: Add a basic file transfer feature to the base app or a lower-priced subscription tier.
  • Low Priority:
    • Add External Monitor Support: Explore the feasibility of adding external monitor support for iPads.
    • Improve Apple Pencil Support: Consider adding pressure sensitivity for Apple Pencil in a future update.
    • Enhance Wake-on-LAN Functionality: Improve the reliability of Wake-on-LAN to allow users to remotely power on their computers.

Opportunities for Startup Ideas

  • Remote Desktop App with Advanced Collaboration Tools: A remote desktop app that integrates advanced collaboration features like real-time co-editing, shared whiteboarding, and project management tools.
  • Remote Access Solution Optimized for Creative Professionals: A remote access app specifically designed for creative professionals, with features like pressure sensitivity for stylus input, color calibration, and seamless integration with creative software.
  • Subscription Management Platform for Remote Access Tools: A platform that allows users to easily manage and compare different remote access subscriptions, providing insights into features, pricing, and user reviews.

Trends and Observations

  • Negative Sentiment Increase After Updates: A recurring pattern is that negative reviews spike after app updates, suggesting that updates often introduce new bugs or issues.
  • Frustration with Subscription Model: The subscription model is a consistent source of frustration, with users feeling that essential features are locked behind paywalls.
  • Focus on iPad Pro and Magic Keyboard: A significant number of reviews mention the iPad Pro and Magic Keyboard, indicating a growing user base that relies on these devices for remote work.
  • Comparison with Competitors: Users frequently compare Splashtop to alternatives like TeamViewer and LogMeIn, highlighting its strengths and weaknesses relative to these competitors.

Conclusion

Splashtop Personal remains a popular and generally well-regarded remote access solution. However, recent updates have introduced significant stability and connectivity issues that are negatively impacting the user experience. Addressing these issues, along with improving customer support and re-evaluating the subscription model, is crucial for maintaining user satisfaction and preventing churn. By prioritizing the action recommendations outlined above, Splashtop can solidify its position as a leading remote access app.

Original App Link

https://apps.apple.com/us/app/splashtop-personal/id382509315?uo=2