Why doesnt remote assist work on dell?

Ive been helped by numerous people on trying to solve one issue Im having which is I cant connect to remote assist so someone could remotely control my computer. I need this support so they could eventually help me configure some issues im having with the support assist app(software). So far no one has an answer or explanation on why its not working. Anyone reading this message, please be the next person to help me sort this out. Its very frustrating that after five or more people, have already helped me, cant understand whats going with my issue and cant give me a clear answer. Im very disappointed.