Remote access software

This may be discussed somewhere but I have been unable to locate.

I have setup an XG 125 with latest firmware and the setup wizard. Both Screenconnect and Splashtop remote management tools work fine. Problem is I have another vendor that will only use Simple-Help, and I am unable to find why it won't work. It trys to connect, and the support person can see the desktop, however on the user end it quickly says the session has been disconnected, and the support end is never able to manage the workstation though they can see it. Move the PC to a network not behind the XG and it connects just fine.

Keep in mind I am brand new with XG but the only logs I am seeing are as below:

Firewall 2019-09-23 13:30:46 Invalid Traffic Denied 0 Port1 10.224.8.33 50.202.238.205 51293 80 TCP 0 01001 Open PCAP Could not associate packet to any connection.

Firewall 2019-09-23 13:30:46 Invalid Traffic Denied 0 Port1 10.224.8.33 50.202.238.205 51293 80 TCP 0 01001 Open PCAP Could not associate packet to any connection.

Firewall 2019-09-23 13:29:27 Invalid Traffic Denied 0 Port1 10.224.8.33 50.202.238.205 51184 80 TCP 0 01001 Open PCAP Could not associate packet to any connection.

Firewall 2019-09-23 13:29:22 Invalid Traffic Denied 0 Port1 10.224.8.33 50.202.238.205 51009 80 TCP 0 01001 Open PCAP

I have extended the conn timeout and no change.

I have disabled the FW rules and no change.

I would appreciate any advice, and you will not offend me.