Altalink with proxy Xerox Support Assistant don't connect

[XAS-Moderator]

Is your device a managed print service deivce? If not the app wouldn't work. If it is, please select in the details, additional support and open a ticket with the MAS system.

[GuillaumeSBSR]

Yes the server proxy is enable in the both locations

the App Gallery App can be used

[XAS-Moderator]

Is the proxy turned on in both locations? one is Properites -> General Setup -> Extensible Services. and the other is located at Properties -> Connectivity -> Proxy. Are you able to use the App Gallery App that is on the device? 

[GuillaumeSBSR]

I just installed an Altalink at one of our customers already equipped with a versalink
the altalink has the same network parameters as the versalink, the versalink manages to communicate with the support but the altalink displays an error message "network error, impossible to contact the server contact your administrator"

I need help to understand this default

Thanks