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KellyJoHorton
KellyJoHorton
Level 3
Jan 25, 2019 6:29 PM UTC
Question

Are you experiencing the GTW Disconnect Issue?

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:

  1. 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.
  2. When you get an alert go to Admin > LaunchPoint. You will see a 400 error under the Status column for your GoToWebinar integration.
  3. Double click to refresh your connection.
  4. 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.

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    26 replies

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    KellyJoHorton
    KellyJoHortonAuthor
    Level 3
    Mar 15, 2019 11:16 PM UTC

    I had another disconnect this week, so it's definitely not fixed.

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    Kelly Jo HortonSenior Client PartnerEtumos503.928.1928khorton@etumos.com
    ChristinaZuniga
    ChristinaZuniga
    Level 9
    Mar 18, 2019 8:30 PM UTC

    Everyone here: I spoke to my G2W rep about this issue and he had no idea what I was talking about. If you've opened tickets with Marketo about this, make sure you have a corresponding ticket to G2W. Reach out to your G2W rep and make it painful for them - they should know every failure you experience. We're pushing this on the Marketo side, but we need to make this as visible as possible on the LogMeIn side, especially since their frequent layoffs mean things might be dropped as people leave.

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    Michael_Florin-2
    Michael_Florin-2
    Level 10
    Mar 19, 2019 5:29 PM UTC

    We haven't experienced any more disconnects in the past two weeks or so. So I hope this is over.

    Christina, as far as I can tell, the G2W product team was aware of these issues. LMI's marketing is also a GTW customer - so to speak - and the authentication issues hit us as hard as anybody else.

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    ChristinaZuniga
    ChristinaZuniga
    Level 9
    Mar 19, 2019 5:49 PM UTC

    I just had another error today. Perhaps my CSM with LMI doesn't know about this issue or he didn't want to say it's a known issue, but primarily the conversations have been on marketing nation so my encouragement was to ensure people are talking directly to LMI, not just Marketo.

    It looks like we worked at Citrix at the same time @Michael Florin​, I was at G2A in 2015. At that time, there were authentication problems and the MOPs team in California had the connection drop regularly, although not as frequently as today, so this has been an issue for longer than a year.

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    Charlotte_Lfg
    Charlotte_Lfg
    Level 2
    Apr 12, 2022 8:38 AM UTC

    It's 2022, and it's still happening! The guys on the G2W side have just redirected me here, they don't seem to know what's going on.

    The registration error alert is a good move, but that's like putting a bandaid on a wooden leg. 

    Has anyone any news regarding that issue? 

    Thanks

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    Thanks, Charlotte
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