Can you clarify something? You say that Ctrl+Alt+Esc doesn't work in remote control, but it does work using html remote control? Does that mean when using Legacy remote control, it doesn't work, but using the current HTML remote control it does work? Do you require using both methods? Are you unable to always use HTML for some reason? (Curiosity on my part)
If that is what is happening, I'd recommend you open a case with support for further review on what might be happening.