USB device can not connect, keeps being blocked

I have a USB device that should connect with an online programm to uload information. But it keeps getting blocked. Their help desk says it is because of the firewall and they shut everything out and then it works, but everytime I start up the computer I keep getting the same problem. I already put all the plugins aso in the trusted devices list, but nothing seems to help.

Please help me!

Netty