There are many of us who are experiencing the issue where the sync between GoTo Webinar and Marketo fails on a regular basis. I'd like to use this post to keep people updated on the progress of hopefully fixing this bug since we can't all be added to the internal Marketo Jira ticket. If Marketo Product could update us on progress in the comments we'd appreciate it. Please comment if you are experiencing this problem.In the meantime do the following:Set up an alert for webinar statuses that are "Registration Error". This is the only way you will know when the sync breaks. I send an alert to myself and one of the marketing managers when the sync breaks.When you get an alert go to Admin > LaunchPoint. You will see a 400 error under the Status column for your GoToWebinar integration.Double click to refresh your connection.Go to each current webinar program you have and choose Event Actions > Refresh from Webinar Provider to update all program member statuses to match what's in GTW.

Level 3

Question

Are you experiencing the GTW Disconnect Issue?

Forum|Forum|7 years ago
January 25, 2019
13 replies
6832 views

There are many of us who are experiencing the issue where the sync between GoTo Webinar and Marketo fails on a regular basis. I'd like to use this post to keep people updated on the progress of hopefully fixing this bug since we can't all be added to the internal Marketo Jira ticket. If Marketo Product could update us on progress in the comments we'd appreciate it. Please comment if you are experiencing this problem.

In the meantime do the following:

Set up an alert for webinar statuses that are "Registration Error". This is the only way you will know when the sync breaks. I send an alert to myself and one of the marketing managers when the sync breaks.
When you get an alert go to Admin > LaunchPoint. You will see a 400 error under the Status column for your GoToWebinar integration.
Double click to refresh your connection.
Go to each current webinar program you have and choose Event Actions > Refresh from Webinar Provider to update all program member statuses to match what's in GTW.

This post is no longer active and is closed to new replies. Need help? Start a new post to ask your question.

Amy_Goldfine

Level 9

Yes I am having the same problem! It disconnected two days in a row. Marketo support told me to contact GTW and GTW support told me to contact Marketo. I do have the error alerts going to an email alias, but I also check Launchpoint every day just to be sure.

Amy GoldfineMarketo Champion & Adobe Community Advisor

KellyJoHortonAuthor

Level 3

I am going to check the connection every day now too, because I only get the alerts when someone schedules a webinar and people start signing up. At that point it's too late. It seems like the token is expiring every 24 hours now or something.

Kelly Jo HortonSenior Client PartnerEtumos503.928.1928khorton@etumos.com

Tim_Reed

Level 1

I ran into this problem as well, I now have a reminder set to check Launchpoint daily while I have an active webinar program.

C

chrisa44560940

Level 2

We run a high number of webinars every week. I came in this morning to a mountain of registration errors. I've been going through today and updating everyone's program status is each webinar, it's taken me most of the day and the API error has happened 5 times today, I've had to re-authenticate 5 times today while doing this.

Rachit_Puri2

Level 5

Yes, raised a support ticket with them for this one. Not sure why this is still happening.

Samantha_McCol1

Level 2

We had this same issue with the last webinar we ran, but not with our current one.

Amy_Goldfine

Level 9

I just heard back from Marketo Support: "I've raised this with our engineers and they are working with GTW to identify what is causing this issue." So that is good that they are taking this seriously.

Fellow Marketing Nation members with this issue, please post in here if you have not already, so that Marketo and GoTo are aware of the scale of the issue!

Actually, if you are using GoToWebinar (or any webinar provider!) and don't have an Alert set up for registration errors, this is a good time to do so! Also until this gets fixed, it might be a good idea to check Launchpoint daily for a disconnect to try to prevent those reg errors from happening.

Step 1: Create a basic alert email. This is what ours looks like.

Step 2: Create a smart campaign

Smart Campaign Trigger: Program Status Changes, Program is Any, New Status = Registration Error

Flow Steps: Send Alert to [your email or an internal alias]

Amy GoldfineMarketo Champion & Adobe Community Advisor

C

chrisa44560940

Level 2

Another weekend, another mountain of registration errors and missed international webinars early on a Monday morning. Guys, please get this figured out.

Steven_Vanderb3

Adobe Employee

We identified an issue and ran a fix today for the GTW disconnects. You'll need to re-authenticate in Launchpoint one more time but the disconnects should be fixed after that. Feel free to reach out to Support for any additional issues.

Amy_Goldfine

Level 9

Thanks Steve, I was just coming here to post that I received this information in reply to my support ticket! We'll keep you guys posted.

Amy GoldfineMarketo Champion & Adobe Community Advisor

Amy_Goldfine

Level 9

It's baaaaacccccckkkkk

Amy GoldfineMarketo Champion & Adobe Community Advisor

Steven_Vanderb3

Adobe Employee

Engineering was re-engaged again on this at a high priority. Apologies for the inconvenience.

Michael_Florin-2

Level 10

We got this message from Marketo Support on Feb 22nd: "Engineering deployed a patch that should resolve the issue, you will need to re-validate your credentials again and it should work now. "

But we're still seeing failures. This is not over.

Crystal_Grandis

Level 1

We are experiencing the same issue! Does anyone have any suggestions on how to sync the registrants into GTW that registered during the time period where there were syncing issues? For example, we had 29 people in Marketo come in as a Registration Error. Tried refreshing the Webinar provider in Marketo, but still not seeing these people show up in GTW.

Michael_Florin-2

Level 10

Look at the members tab, select status "Registration Error", highlight them all and set their status to "Registered". That syncs them to GTW.

Amy_Goldfine

Level 9

To clarify, filter for Program Status = Registration Error, select the people (use shift for -clickmulti-select), click "change program status" and select "Registered". Wait and see if they stay Registered after Marketo pings GTW.

Amy GoldfineMarketo Champion & Adobe Community Advisor

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