Has this configuration worked in the past?
New installations are handled differently from systems which have been in service but are now non-functional. If the answer is Yes it was working then one path is selected. If the answer is No it has never worked then a different tactic is required.
Remember that when communications are involved there are three components to consider:
the instrument itself - is it functional and properly configured for use with the software
the interface cable - does it have the right cable and is it plugged into the proper port
the computer and SW - are computer and SW compatible, proper operating system, enough RAM, enough storage space, correct ports for the interface, etc. A number of things could be wrong here.