We have some users that experiencing an issue when attempting to remote control a device using the non-html5 version. When they initially tried to use it, they were prompted to install the extra software to perform the function and everything worked as expected. Now (after a few months of working) when they launch the remote control session, they get prompted to install the software again. They go through the process and it fails, as it says it's already installed and then the remote control initiation fails.
Any thoughts on how to resolve this? It seems to be a per-user/per-PC basis as it works fine for other users.