Why is Remote Control inconsistently available

Now that Remote Control access is back, it seems to still be inconsistent. I am assuming it has to do with how the client connects but not sure exactly how to resolve. Sometimes the Request Remote Control option will be available but other times it will not and it's even with the same client on different occasions. One day it's there another time it's not. Can anyone provide insight as to what the customer needs to do when connecting so that the Remote Control option is available?