My suggestion is simple in theory: Create a native support and access client for Mac OS X and Linux, rather than relying on Java.
For the developers, this is a pretty radical suggestion, one to which I am sure the developers of this software will groan upon reading.
Put simply: This is remote support software. It is used to support users. It should be as simple and trouble-free as possible. The server software is fine, but the client should have no annoying dependencies like Java or the .NET CLR. For Windows, the .NET client is fine because all modern Windows computers have it installed (if I was using this software 5 years ago, I would question this, though).
I have spent far too much time fiddling with Linux because the robot class is flawed in later versions of the JRE 7 and 8. The OS X client is also hideous compared to the Windows one.
Has the flawed robot class alone prompted you guys and girls to question why you continue to rely on Java?
Is it really so radical to ask for native clients on OS X and Linux?
Customer support service by UserEcho