Device Currently Busy... Refresh Button etc

Hi - relatively new to using this... have a device we bought for a year, so, dedicated to me/us.... trying to use it.... latest TestComplete installed... Click the Show Mobile Screen and my dedicated device shows as "Occupied" also if I click on it anyways, I get the device is currently busy, try again later, click Refresh Button on Selector.

Ok, so, this is interesting.... why is it busy if dedicated to me/us?   This has been like this for over 2 hours right at this time.

Also, when I run a test, I would like to see the Mobile app on the screen during test run.... is there a way to have it show the tablet/device during a run without having to click on the Show Mobile Screen during or right before a run?  

One other question I have is, often when I try and run a test using this device.... I get the device Disconnect and then when I try and reconnect, often it takes quite some time... and several attempts to connect back?

 Anyways, thanks for any and all advice/suggestions.