Hello Sherry,
Thank you for the clarification.
I added the Host to my Viewer just to check if it's online and can connect to our servers - it's shown to be offline all the time. Could you please try uninstalling the Host completely following
this complete uninstallation guide? Please note, that the Host's settings will be wiped as well.
Then reboot the Host machine and install the latest Host version from scratch.
Also, please update the Viewer to the most recent version as well. The version mismatch between Viewer and Host may lead to performance issues and some features not working.
Upgrading to the latest version is highly recommended because the issue you are having may have already been fixed in the latest update/patch.
Please let me know if the issue persists after you've updated Remote Utilities to the latest version.