Three users got black screens when trying to connect to Gotomypc

Last week three of my users got stuck in a situation where they were disconnected from Gotomypc and upon tryin to reconnect, either got 'a connection could not be established to your host computer' or else were taken to a black screen after inputting their access codes. The machines were all up, running, and on our network. I had to remote desktop into these machines and reboot them before Gotomypc would let them connect.

I have a case number open about this, but the case is stalled. We were trying to use Goto's log gathering utility and the program demands that we install .NET 3.5 on our computers. This is an outdated version of .NET and our users' desktops will not download or install it. We would like to get SOME kind of an answer out of Goto about what is going on, but our machines (a mixture of Windows 10 and Windows 11) can't run your log zipping software, so what's our next step?

It's starting to be a real problem to have to reboot people's computers to get them to connect at all. We cannot afford to lose this much time on a regular basis.