In order to fix the issue, you need to forward the 8016, 8116, 8200, 10019 and 12088 ports through your router's firewall. Go to Start, type cmd in the Search programs and files field and open the utility using Administrator rights. Type ipconfig /all and press the Enter key. Copy the IP address next to the Default Gateway in your web browser address bar and hit Enter again. If your modem security settings are not configured, enter admin as Username and password or admin as Password to open the modem’s configuration page. If it doesn't work, contact your Internet Service Provide and ask for the Username and Password.
After you log in to the configuration page, look for the Port Forwarding section (check Applications, Gaming, Virtual Servers or Advanced Settings tabs) and select a pre-configured option from the drop-down list. If the application you want to add is not listed, press the option which allows you to create a custom port forwarding entry. Type a name for the entry, select the TCP/UPD option as service/protocol type and enter 8016, 8116, 8200, 10019 and 12088 port numbers. After that, enter your IP address and click Save/Apply button. For further information I suggest you use
email@example.com email address to get in touch with the Support team.