Maybe it’s your firewall
You might have to visit their official site to get this addressed. Otherwise in my opinion, If you are not able to remotely access your unit, it may be that your firewall is very restrictive that your Vera is unable to initiate a connection with its servers.
It is a normal situation when your Vera unit is able to connect to the internet without any issues, like any computer would. But if you have a very restrictive firewall you might want to do a port forwarding, where you open a port for the unit to let it connect to our servers.
If you are doing that, make sure you set up a static ip for the Vera unit preferably on your main router. This needs to be done based on its MAC address, which you can find on the back of the box itself, or in the DHCP table on your router. After successfully setting up the static IP address, it is now safe to go and open port 232 for that IP address for outbound connections.