Hello!
We'd love to help get to the bottom of what may be happening with your remote agent setup - but it's a *bit* tough to do so without a bit more info.
If possible, would you be able to shoot us a support ticket from within PingPlotter (via the "Help" -> "Email PingPlotter Support" option)? This will give us a closer look at your configuration, as well as any error logs that may be present - which may help provide some clues into what could be causing this behavior. Any screenshots or additional info you can provide would be helpful as well!
Let us know, and we'll be happy to help out from there.
Best wishes,
-Gary