Hello Annette,
Thank you for your message.
Could you please clarify what version of Remote Utilities do you use? In case if you use version
6.10.10.0 or an older version, then before we can proceed to further troubleshooting, please try updating Remote Utilities to the latest version available - as of this writing, it's
6.12.2.0 (Beta 2). The issue you're encountering might have already been resolved in this latest release, so it's better to try updating your Remote Utilities installation first to see if this helps to eliminate the issue.
Version 6.12.2.0 (Beta 2) is available for the download on
this page. When updating Remote Utilities, please make sure to update
both Viewer and Host/Agent (as well as the RU Server if used) to the same version as the version mismatch might lead to performance issues or some features not working.
Please let us know if the issue persists even after updating to the 6.12.2.0 version.