Initializing connection

Kariha

Have 12.0.75813 version, and it is "initializing connection" to WIndows 2012 server forever.. nothing happens. At the same time however I can successfully transfer files  between the computers (My computer Windows 10 and Server 2012). But the remote control does not work. Why?

I asked the customer to download and install the TeamViewer component that sent. And it is "Online", but I cannot remote control the machine.