Difference between "now" and "right now"

Yes. Using right now emphasizes the time and implies that some condition is currently being experienced that prevents the connection but with the expectation that it will be corrected at some point in the future.

We can't connect right now, but hopefully it will be fixed in an hour.

Using just now may imply that some general condition has changed that is not temporal in nature:

You asked me to disconnect that cable, but I can't connect to Outlook now.

or it might be used in the exact same way as right now albeit with perhaps a little less emphasis on this exact moment.

Right often adds emphasis, as in ‘I want you to do it right now.’ In your example right now means ‘at exactly the present moment’, but it leaves the reader with the hope that a connection might be possible in the not too distant future.

Yes, right now means at "this exact moment". But "now" gives a longer lapse of time--perhaps in the next hour or so. "Right now" is also a panicked expression whereas "now" gives the feeling of being more relaxed.