The CIV Address and the CIV Baud Rate set in the program under Communications | Set Radio ID. These are found in the menu of the radio (MEnu | Set | Connectors | CI-V).
In the radio, these are under CI-V Address and CI-V Baud Rate in the Connectors section of the Menu.
Also check CIV-Transceive - Change from what it is... on to off or off to on... seems it clears a buffer of some kind when you do. Then be sure to set to ON.
USB Serial Function - Be sure it is set to CI-V. Be suspicious if they are using RTTY in any form.