Agent outside of the network

I have an agent that I am trying to monitor outside of our network and I am unable to connect to the Kserver.  I have checked connectivity in relation to this KB article.http://community.kaseya.com/kb/w/wiki/kaseya-agent-troubleshooting-check-in-problems.aspx The KB article listed for further info is not available.  any insite would be greatly appreciated. Thanks