This is affecting Windows 10 machines with the agent installed from a 9.5 core server.
On the Windows 10 client, the remote control service is stopped and won't stay running when manually started, which won't allow for remote control of that device. Also the system tray icon is missing and the user is not prompted for remote control access.
Remote control permission settings set to "End user must grant permission, but only if they are logged in". When this option is selected in this scenario the remote control service on the client will fail to start successfully.
Solution / Workaround:
- On the agent configuration screen, right click and choose properties on your problem configuration.
- Click remote control on the left, and choose configure.
- Choose the correct setting and click edit
- On the left, click Permission settings
- Change this to any of the other options, preferably the one that will best suite your security and privacy requirements.
- Permission not needed, full access.
- End user must grant permission and must be logged in
- End user must grant permission
NOTE: This is fixed in versions 9.6 and later, however for 9.5 the workaround above is required.