Bob - there are many logging tools available that will track
the kinds of things you want to track - but - for a subscription service ?
I would posit that perhaps the 'user' object in the OS doesn't match
between a 'regular instantiation' and 'your' instantiation on some level.

Might be some 'other parameters' that need to get passed, might be a registry retrieval, might be some binary file read aforehand.

It's hard too figure out without the right logging tools.

what logging tools are you using, and what logging tools have you installed on the test machine back at the client's site ?

its also possible that you will need to write a vb wrapper for the active-x control, and rename in your wrapper any 'things' that have the same name for methods vs events.

regards [Bill]