How to resolve Chilkat DLL Error - FARM update? - chilkat

We need your help in resolving this issue faced by one of our end users.
In our application, the Chilkat DLL (ChilkatAx-9.5.0-win32) is used to download/upload the data from the application to/from the SFTP server. One of the end users who is using our application is unable to upload/download the data from the SFTP server and received an error message.
Could you please let us know the possible cause for this and the resolution for the same.
Here's a screenshot of the error message.
Thanking you in advance.

Firewall or connection problem.
For solving this issue ask the remote SFTP server administrator for help. He should check SFTP Server log.

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This is what we have done so far.
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Thank you in advance for all the helps.
Thank you Jeffrey and Patrick for your kind reply. As suggested by Patrick, I am adding here my comments as an answer to close this post. We were able to identify the issue from the wireshark analysis. It was the API provider who was blocking the IP. We have contacted them again with the results and they confirmed this. Thank you very much.

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