If your Windows computer repeatedly displays a blue screen, restarts unexpectedly, or cannot start normally after a Splashtop Shield installation or update, you may be able to recover your computer by starting Windows in Safe Mode and uninstalling Splashtop Shield.
This guide applies to Windows 10 and Windows 11.
Before You Begin
- Make sure you have access to an administrator account on your computer.
- If your device uses BitLocker or Windows device encryption, you may need your BitLocker recovery key.
- If your computer is managed by an organization, contact your IT administrator before proceeding.
- Uninstalling Splashtop Shield will remove its antivirus protection. After recovery, verify that Microsoft Defender Antivirus or another antivirus solution is active.
Step 1: Enter Windows Recovery Environment
If you can reach the Windows sign-in screen:
- Select the Power icon.
- Hold down the Shift key.
- While holding Shift, select Restart.
- Wait for the Windows Recovery Environment to appear.
If Windows cannot reach the sign-in screen:
Use Windows recovery media or your organization's approved recovery method to enter the Windows Recovery Environment.
If prompted, enter your BitLocker recovery key.
Step 2: Start Windows in Safe Mode
Once you are in the Windows Recovery Environment:
- Select Troubleshoot.
- Select Advanced options.
- Select Startup Settings.
- Select Restart.
- When the startup options appear, press 4 or F4 to start Windows in Safe Mode.
- Sign in using an administrator account.
Windows will start with a limited set of drivers and services.
Step 3: Uninstall Splashtop Shield
After Windows starts in Safe Mode:
- Open Settings.
- Navigate to Apps → Installed apps (Windows 11) or Apps → Apps & features (Windows 10).
- Find Splashtop Shield.
- Select Uninstall.
- Follow the on-screen instructions to remove Splashtop Shield and its associated components, including its driver.
Important: If the uninstaller cannot run in Safe Mode or displays an error, stop here and contact Splashtop Support. Do not manually delete Windows drivers, system files, or driver service entries.
Step 4: Restart Your Computer
After Splashtop Shield has been successfully uninstalled:
- Restart your computer normally.
- Confirm that Windows starts without a blue screen or repeated restart.
- Open Windows Security → Virus & threat protection.
- Verify that Microsoft Defender Antivirus or another antivirus solution is active.
Do not reinstall Splashtop Shield until Splashtop Support confirms that the issue has been resolved or provides a compatible version.
What if Windows Still Won't Start?
If your computer still cannot start normally, or you cannot uninstall Splashtop Shield in Safe Mode, please contact Splashtop Support for additional recovery assistance.
When contacting Support, provide the following information if available:
- Windows version (Windows 10 or 11)
- Splashtop Shield version
- Computer manufacturer and model
- Approximate time the issue started
- Blue-screen error or stop code, if displayed
- Whether you were able to enter Safe Mode
- Whether the Splashtop Shield uninstallation succeeded
Contact Support: https://support-splashtopshield.zendesk.com/hc/en-us/requests/new
Our support team can help determine the next recovery steps.
Related information: Windows Recovery Environment and Safe Mode — Microsoft Windows Support.