Airport Express and Download/Upload Issues Issues

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Hi,

We have a client who is having trouble using our online backup software through an Airport Express. If he connects by Ethernet directly to his MacBook it will download our software and connect to our servers. However, as soon as he goes through his Airport Express, all communication with any of our servers stops. Even his PC won't work through the Airport. Anyone have any ideas?

Here's his stats:
Mac
Model Name: iMac
Model Identifier: iMac5,2
Processor Name: Intel Core 2 Duo
Processor Speed: 1.83 GHz
Number Of Processors: 1
Total Number Of Cores: 2
L2 Cache: 2 MB
Memory: 1.25 GB

Airport Express
Purchased late 2010
 
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Location
Cleveland, Ohio
Your Mac's Specs
MacBook Pro | LED Cinema Display | iPhone 4 | iPad 2
Are there ports he needs to open on his Airport router to talk with your service? Is he having issues with any other sites?
 
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JudeMac
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He's not having issues with any other sites, but we've provided him with an alternate download on a completely different server (we have our installer stored on another host for occasions such as this, though rare they may be). I've read on several forums and blogs that Airport Express can be a very touchy device, but this is odd.

As far a ports, no. Our software doesn't require any special configuration. Just install it and go.
 
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Your Mac's Specs
MacBook Pro | LED Cinema Display | iPhone 4 | iPad 2
Weird, there's nothing inherent to the Airport Express that would stop it from connecting, it's just a normal router like anything else. Probably something to do with the combo of the Express, his machine, and maybe his ISP.
 
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JudeMac
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That's very possible. It worked with his old generic router (a D-Link I think), and his PC worked then too. With the Airport, neither will connect to our site. It seems strange that it's only us - we had him try several sites and downloads. We are the only thing blocked!
 

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