Hello Stephanie,
Thank you for your message.
Please make sure that you're using the latest version of Remote Utilities
7.0.2.0 which is available for download on
this page. In addition, please double-check that
both Host and Viewer are updated to the latest version 7.0.2.0 and there's no version mismatch which can lead to performance issues or some features not working.
Last but not least, please try enabling the
Use legacy capture mode in the
Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please also make sure to restart your Host in order for the changes to be applied.
Hope that helps.