ftp connection

I use a software application which activates itself via an ftp connection initiated within the program.  For some reason it cannot connect to the mothership to activate.  The same application also has integrated "help" videos which can be activated from within the program.  These also will not open, howerver it also has user manual links which are http links and these work fine.  The software program has "program rule" set up in norton 360, so all looks fine there - anyone have an idea why I cannot connect.  I also need the connection so the software can update itself. any help would be appreciated.