I would ask your vendor what they develop on so you don't have to listen to an excuse around a support issue.
I would check that your iris.key file exists and has not expired.
Not sure where messages.log is on Windows but I would look at that over a Windows log.
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An instance name is not guarantied to be unique.
hostname/ip + instance is.
For example the instance name of our failover primary and backup is the same they are just on different hosts.
We use DNS name not IP addresses though so we have DNS/instance for SystemName.
Mirroring Configurations within a Single Data Center, Computer Room, or Campus