The Isolate process attempts to set the pinholes required by Control for access but some customizations may break this detection. When affected, you'll find although you have fully control over the Isolated computer from Automate, the Remote Control functions time-out.
To fix this condition, open the Dashboard and navigate to Config -> Configurations -> Properties. On this screen, you need to create two name/value pairs:
ThirdWallSCServerOverride = <your relay server's public name>
ThirdWallSCPortOverride = <your server's listening port>
Example:
Once you've saved both, issue an 'Update Config' command to your target computer. You should see it responsive to remote control request.
Update: We have seen instances where Connect is configured to use an alias. This can be identified by connecting to a remote and checking the current Relay shown on the Information button. If the address fits the format:
instance-xxxxxx
...then you will need to assign the override to the alias. Not the server hostname. To do this, use:
instance-xxxxxx-relay.screenconnect.com
...as the ThirdWallSCServerOverride value, where xxxxxx is replaced with your instance ID.