Thank you for your message.
Perhaps, there are some network issues that might be preventing you from using the Internet-ID connection. Before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide
and see if the solutions listed there help to resolve the issue.
In addition, please note that if you use VPN between Viewer and Host you are advised to use Direct connection
instead of Internet-ID connection
Please let us know if the issue persists.