After launching remote viewer I attempt to connect to AP from the action -> open remote connection option.
After putting in the server name and clicking connect it will not launch the login dialog box and instead hangs for a few seconds and then puts out an error message saying remote viewer is not active on the system.
It does however work on a different prod server.
Release : 11.7
Customer test revealed he could log on from a coworkers device, and determined it was most likely caused by something between his particular device and the client.
It ended up, in this case, being a firewall issue that resolved the problem once corrected.