Could not connect to partner

We just purchased this to replace our current solution for doing remote support and cannot get the Quick Support to work. I have tried everyway I can. I am getting "Partner could not be contacted at the given network address". I have done this off the firewall, out of the network, using hot spots to simulate working from home, off the domain, turned off antivirus (Trend Officescan), no proxy, with UDP and without. Nothing is working. My boss is getting really irriated because I recommended we use this. Is there anyone that can help me? 

Sincerely,

Donna