Remote Support Platform - Cannot upload data

I have installed and configured the remote support platform at a customer site. new task are downloading from SAP and the platform has also downloaded and installed an upgrade.

I need to upload the clients database to support. I have the XMl for the upload request and the encryption key.

When I try to upload the data - i get a error 'Agent service unavailable.' The windows services ' SAP Business One RSP agent service' is running. I tried stopping ans restarting the service. I have changed it to use my windows user account instead of a local account. I really don't know what to try next.