Installation error downloading remote data

I have just tried to install Sage 50 on a new users machine.  After installing and logging in I try to connect to the remote company and when it gets to downloading the data it errors "unable to sync Remote Data Access due to an issue with connecting to the Sage50 Accounts data service" and I cannot continue to load the company.  What could be causing this please and how do I resolve it ?  All other users can connect and get the data remotely, except this new install.