>>that involves some interaction with the user's IT staff, which is usually a nice thing to avoid if possible
>Exactly. Nothing those folks do is transparent and they won't tell me exactly what it is they've done. When future problems crop up, I can spend hours trying to figure out what's going on. I did send them an email asking what options might be available. It will be interesting to see if I get a response at all, and if so, if it is intelligible!

I sense a kindred mind. We seem to share the opinion about the ratio of their IQ vs their shoe size :)