Hello,
Problem solved! I already know what's happened!
I figured out that this JAVA system has your own users repository in a other system (ABAP) that is installed remotely in other server! That ABAP system was stopped by other person and because of that the JAVA system didn´t start because it needs the j2ee_admin user to start the Java instance.
So everything is working now and I now I can start the support package update.
Thank you,
JD