Support Assist is not detected while remotly connected to a PC

We use support assist in our computer deployment procedure out of convenience so we don't have to install unnecessary drivers on to the computer. 

The problem is, that again, out of convenience, we use the remote desktop and/or Royal TS so we can copy and paste certain things that are to long to write by hand on the PC. When we are remotely connected to the PC, we access the website dell.com/support and we install support assist, but nothing happens. Even the application doesn't open.

When we try it on the computer directly, everything works fine. 

We are using version 3.11.4.29

Thanks for your help