Why TB cannot use the TWS API

Need to figure out why TB cannot use the TWS API. TB makes the connection to TWS, which means the ports are all good. TWS makes the connection to IB account, so that is all good. But when TB tries to “talk” to TWS (it uses an API to do this), it fails. The current suspicion is that there is a problem with JAVA, but I cannot figure it out. The TB support guy (Francis) has said there isn’t much more he can do. I am not sure how to solve this.