Broken Webinar Registration Sync

[Anonymous]

Hi All,

Strange turn of events this morning in my instance. I was running test form fills for a webinar and when I filled it out everything was fine, but when my director filled it out he never got an email from GoToWebinar and then noticed this we noitced this in Marketo

The program still says it is linked to my webinar but it is not tking over registrants, any thoughts?

Best,

Murph

[KellyJoHorton]

I have confirmed with Marketo that the random disconnects are a bug, and the issue has been escalated.

In the meantime, we just ran a webinar in EMEA this morning and I didn't know the GTW connection had disconnected with the 400 error, so none of the attendee statuses got updated in Marketo. Is there a way to force GTW to update statuses? (push the data to Marketo). Or do we have to manually export the list from GTW and import the status updates to Marketo? Such a pain.

[KellyJoHorton]

I know this is a really old thread, but I want to confirm this is still happening. I refreshed my token less than a month ago, and got the dreaded 400 sync error overnight. I now have to keep a smart list of people who have a program status of Webinar > Registration Error just to know when the sync is failing.

[Heloise_Briere1]

I'm having the same API Error too, but refreshing/re-logging into GTW doesn't do anything. It seems that the APi is fine after I refresh & save in LaunchPoint, but when I manually try to refresh the event, it keeps showing me the same Error message. Any help is welcome!

[Anonymous]

When I was having this issue, I had my other admin try reconnecting the GTW launch point with our login credentials and it worked in her login, but kept not working for mine. If you can give someone else temporary admin credentials and have them try to reconnect I'd start there.

I've been having to baby sit it. I always create an add to list flow, so I can double check my registration list to GTW. I've had to register a handful manually to the GTW landing page that failed in Marketo.

[Anonymous]

I'm having a similar issue (different error code "FailedAPI Error: ERROR->HTTP Code = '400')

When going to LaunchPoint and trying to resign in, it fails to launch the sign in page.

[Anonymous]

Hi Murphy,

just talked to G2W. Tokens expire after one year. I quote:

"This is using our public external APIs use standard authentication token (oauth). These tokens (like every token) are valid for a certain time period (1 year) through our external API gateway. Having infinite token’s is a security risk, in the past, 1 year was by far the longest our security team allowed."

They are working on either notifying their customers that the tokens expire or work with the Marketo side to using an auto refresh functionality which is already used by a couple of integration partners.

[Anonymous]

Hi All,

Thank you for your thoughts.

Quick update, doing some more thorough digging it appears that both the syncs to both of GoToWebinars broke simultaneously which I found quite odd. The credentials for the accounts are up to date and have not changed. I contacted support.

Have any of you all heard about this?

Thank you for all the help.

Best,

Murph

[Michael_White]

I haven't heard of anything specifically around GTM, but something similar did happen with WebEx a few months back -- essentially all WebEx API users were logged out across Marketo instances.  Anyone affected had to re-input their credentials in Launchpoint (even if they hadn't technically changed).  That might be worth a shot in this case, as others have suggested.

[Josh_Hill13]

you might also try refreshing the webinar sync on the Program tab.

[Iryna_Zhuravel4]

We had this happening more times that I care to remember. Gotowebinar became very unreliable in the past year.

We are moving Zoom and not looking back

[Anonymous]

Happened to us as well. In order to capture that we have created a little listening campaign that sends an alert if registration errors happen:

[Dan_Stevens_]

Yep, we did the same thing!

[Kevin_McMahon1]

We used to send alerts as well, but some people complained about the number of alerts they were receiving (we seem to have to refresh our connection every week).

Has anyone else found a different way to solve this problem?

Does GTW sync everyone with the registered status in Marketo? If so, I could activate a batch campaign to run once or twice a day for each webinar program and will change status Registration Error --> Registered. Preferably I would rather not add a campaign to our template solely for this problem, but having trouble thinking of other solutions. Thoughts on this?

[Aaron_Dear]

Hah, literally the same issue here!

[Dan_Stevens_]

This has happened to us in the past. Go into admin and re-establish the connection. That did it for us.

[Anonymous]

Hi Dan,

When you re-establish the connection do you take your old API offline or just create a new one? I ask because currently mine is being used by 87 programs and in order to remove it I must make sure that it is not in use, but once members joined a program you cannot break the event partner.

Best,

Murph

[Anonymous]

Here's what Dan would say:

No, just use the old one. Re-enter your credentials and the connection should work again.

😉

EDIT: Ups, he was too fast. Sorry.

[Anonymous]

Not an issue, you were right as well!

[Aaron_Dear]

Story of my life. GTW is infamous for 403 errors. A launchpoint re-auth is all it takes to "fix" it until a week later.

[Dan_Stevens_ · Accepted solution]

Hi Murph - no, we simply click the "Log into GTW" button and relogin.