Here's the deal with JAVA - we have to control the versions of JAVA we use.
A. for security - make sure we have a stable version, and that means it will not typically be the very latest bleeding-edge version but could be a rev back.
B. Because everone and their uncle's best friend use JAVA for who the heck knows what reasoning, we have several, not 1 or 2 or 3, but several "consoles" and apps that rely on JAVA (programers find it easier to ride the backs of others instead of putting together a good, reliable, stable and fast console of their own? The lazy, albiet unreliable, way?) Thius means we must run a JAVA version that will run all of the software we use and can't change or upgrade simply because one wrote to bugs instead of stable code. (again, why not get off this JAVA crutch and write a GOOD solid FAST and reliable C-based console app - it would be faster and more reliable and run on any computer regardless of the JAVA garbage installed - JAVA - which sucks resources faster than a Kirby vacuum)
C. JAVA sucks resources, it's a black hole for memory and processor cycles. The more consoles and apps you run that rely on JAVA, the worse your computer runs and the more prone to crashes, lockups and so on. So we have to also find and stick with a JAVA build that seems to cause the least damage and will let us get the most work done. It's like choosing which gun you want to be shot with. None is a great choice, but you pick the one that will give the cleanest shot with the least pain! So we find a stable verison that meets A and B above and stick with it as long as possible, or until the ISO's office says we have to upgrade/update JAVA.
and finally,. we do not install JAVA on servers. It's a huge securty risk, it sucks resources, causes crashes, it is unreliable and we simply don't want to deal with the mess JAVA creates, a spider web of updates and security issues with each new release. And no matter which version we choose, someone will cry that their stuff won't run on it - my response would be - then program away from JAVA and into the sane secure world of real good code, but no one likes to hear that as it's like I just poked some sacred cow.
If the JAVA version is hinted at as the cause, I will have a real discussion with our sales person.
As it is now I'm going to have to try AGAIN to convince a first level tech that I don't have time for a 1 hour support call while they webex in and have me try different JAVA and all the simple stuff. They need to email me with the info they need, I collect it when I can and get it back to them and not sit on a phone for a whole hour just collecing the basics.
A. I'm hard of hearing - phone calls are not easy and when there's an accent involved, might as well be a different language.
B. I can't tell anyone "what is the best time to call" as as soon as I say between x and y, then we end up in a meeting and I'm not here.
C. I can't state and time and then sit at my desk waiting for a phone call.
Send me a list of the required information for support, I will gather said information, send it along, and when that is reviewed, I will try whatever is suggested back to me. That used to be an option, but Symantec seems to refuse to work with customers who have "needs" and force the contract call system instead.
This is why I don't create support tickets unless it's an emergency - because now I've got a tech who won't email me the questions but wants me to take an hour of my time and sit through level 1 basics.