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Custom App shows "App extension cannot load contact the app vendor"


we installed a scanning custom app on a AltaLink 8045 and we received the following error :
"App extension cannot load contact the app vendor. Device cannot contact the remote server"

In our office and at another location of the customer it works fine, so the problem is obvisously not the app and I assume that the connection is blocked on the customer's network, we already checked the DNS and gateway settings, port 443 is open and the clinet doesn´t have a proxy. 

Does anybody know which ports or whats els needed to be open for the app connection?

Thank you !

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