Thank you for your message.
Could you please clarify what type of connection do you use? If your Host and the Viewer are on the same LAN or VPN and you use a direct connection
, please refer to this troubleshooting guide: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/
If you use an Internet-ID connection
, solutions listed in this article might be helpful: https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/
Also, please make sure that Viewer and Host/Agent are up to date and the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server) update it to the most recent version too.
The latest version is 188.8.131.52 and it's available for download here
Hope that helps.