Remote Assistance Problem

I am getting an error message, when a friend asks for assistance, which is appearing only for a second and i have not time to read it

We both are connected to internet via a service provider. My friend directly with DSL, I am connected behind a router
We both use MSN messenger 6.2
As helper I get the message Remotesupport ist loading and the

Verbindungsherstellung mit ... ~ Establishing connection with ..

After that the connection is cut

Is there any thing to configure

Thank you in advance
Manfred