All my users are seeing 'upgrade' and can't get in

My org's users are all seeing 'upgrade' next to their machines when they log into gotomypc.com. in the past our machines have downloaded upgrades automatically. Back in the last week of June I had to contact Gotomypc support because virtually all our systems had been rolled back to version 11 and were saying 'latest version is installed' when we checked for updates. The tech I spoke to seemed to think we must have asked to be rolled back to an old version of the software, despite explaining that no one had requested this. She manually set something on our account and within minutes our users saw 'upgrade' in the portal next to their machines. We are seeing this now but no one has spoken to a Goto tech and no one remote is able to log in without somebody physically at our office rebooting their pcs first.

Whatever the tech did to our account is not helpful and has severely disrupted our business flow and user experience.