WebShield blocking update server

Hi,
A client runs WebRoot Antivirus on his home office Windows 10 computer. An business application on the computer checks for updates monthly at one of the application vendor's servers. WebRoot WebShield has begun blocking the connection to the update server. WebShield OFF, update succeeds. WebShield ON, update fails.
 
When we monitor the Active Connections window in WebShield, we can see the connection being made during the update. When WebShield is active, the connection is closed immediately when made, and the update fails.
 
WebRoot BrightCloud rates the IP Address of the update server as Trustworthy 100/100. Great. So why is the connection blocked?
 
And how do we get WebRoot WebShield to stop killing the connection? We can find no way to Trust/Allow the connection.