Sorry for the late reply here. We were checking the whole information and that's why it took longer to reply.
Thanks for the feedback, we will take it into account to improve our support process. Our team is actively monitoring it and is glad to help you, usually within a business day. Please note that the users usually have custom configuration and we can't control all the customizations and external services they use. In this case, it seems that one of the issues was the DNS configuration as we suggested above. The other configuration change, the one you also explained in the Stack Overflow ticket, will help the users who find the same issue when using our tool.
Thanks and please do not hesitate to contact us if you have any other questions when using our solutions.