Thank you for your message.
Could you please let us know what version of Remote Utilities is installed on your Host and Viewer machines running on Windows? If these Host and Viewers are not updated to the latest version 18.104.22.168
then the version mismatch is what might be causing the issue. In this case, please try updating your installation to the latest version as described here
or by downloading the installers of the latest version on this page
and running them manually.
In addition, please see if any of the solutions listed on this troubleshooting KB page
helps to resolve the issue.
Please let us know if the issue persists.