New install and when I initiate chat server shows user is off line. The end user sees the chat box but it is not responding.

Remote control using Active X IE 11, the end user gets a box title Edit Connection Setting and fields referring to proxy settings. The box stays visible for about 4 seconds and disappears. On the server side I see waiting for presenter.

Actually it appears that all the "Tools" seem to initiate but none of them seem to finish as if the client/agent end is refusing or cannot communicate with the server correctly.

This is not my first install and use of this product. All previous times everything worked as advertised. What am I missing? Please!!! and thank you!