Hi Carlos,
Can you please share what exact coding you have written for synchronization?
In general, there should be 2 profiles one for connection (from device to sup/smp server) and another one is for synchronization (from sup to backend).
Connection profile details should be
server:relay server
port:80 or 443
farmid: MBS farm ID.
Synchronization profile should be
server:relayserver
port: 80 or 443
stream parameter : url suffix(/ias_relay_server/client/rs_client.dll/RBS farm ID)[Example for relays erver running in window server].
Rgrds,
JK