Attempting remote control for the first time to a client site get "reason unknown" error

prayingmantisboy

I am working with a customer and am attempting to connect to their site via remote control. Access code was provided and confirmed by customer. As soon as I hit "Connect" I get a dialogue about needing to run the latest version. I did confirm the latest by "Check got newer version". Customer confirmed they had the same version. I then close the dialogue and get a popup error message "reason unknown". The log doesn't show anything specific. I am behind my org's firewall but have never had this issue with citrix, for example. Could it be a port issue?