Notification when GTW sync breaks

[Amber_Hobson]

Is there a way to have a notification sent out when the sync between Marketo and GTW breaks? We have it where after an event is over, sometimes we'll miss taking down the registration page so if someone tries to register, it breaks our sync between the 2 systems. Then it causes all of our other webinar registrations to have errors because the confirmation emails won't work correctly. Is there some way to get a notification when the sync is wrong so that it can immediately be fixed? Kind of like how you get a notification when the sync with SFDC has an error.

[Anonymous]

If that is the case, then please open up a ticket with Support b/c this should not be happening.

[Amber_Hobson]

OK, but what I"m saying is that it isn't fixing itself. The only way that it fixes is if I then go into admin and type in my GTW login again. I understand that it is sending you an API response, but then I don't get a correction back allowing the next registration to go through for a legitimate event.

[Anonymous]

When a lead registers and an event is over, GTW sends us an API response that is an error b/c they could not register the lead.  This is designed behavior.  You don't need to do anything when this error occurs.  

[Trish_Voskovitc]

is there a function on events so that after event is over people can't register or we an set some test that gets added to top a few minutes into event time>  or do we have to remember to go into landing page and put a big notice saying "sorry, event is over"

we don't always remember to do this so we get people registering who go to SFDC as registrants but technically they didn't as event was over

also if someone registers after event has started we see them in marketo and SFDC but don't synch to GTW

[Amber_Hobson]

Any ideas what causes it then? Or should I submit a support ticket the next time that it happens?

[Anonymous]

@Amber - you should not have to update your password every week.  IF there is an API error from someone registering for a past event, that will self correct itself.

[Amber_Hobson]

Hm... then are there any other ideas for why my GTW sync needs to be updated every week? This actually happens quite regularly where I need to retype my password, but nothing has changed in GTW.

[Anonymous]

Jim is 100% correct.  The integration is not actually breaking when the lead has a registration error.  It will self correct and register a lead for a valid GTW event.

[Trish_Voskovitc]

actually we have had several registration errors that never get passed over to GTW so the people never get login info or the GTW reminders. looks really bad.  and we haven't ever solved it.

[Dezie_Okpoebo]

Hi Trish VoskovitchI've been experiencing this same problem (2 years later). Did you ever find a workaround or fix for this?

[Trish_Voskovitc]

Hi Adaeze Okpoebo

I create a campaign now for all my webinars to send me an alert when this happens. I then go in and see if I can tell why (maybe email is bad or something) and if I have good info I manually register that person again.

here is an example

smart list:

Flow step:

any my alert is just a text email with the name, company and email of the person who didn't synch over.

Hope this helps!

Trish

[Anonymous]

I beleive the settings under admin will show you the latest status we recived from the Event Partner. So if a lead failed to register, the error will reflect under the Admin settings. But this does not prevent any one else from registering. In fact, if someone comes and registers after that error is shown, the webinar error will go away - and you will see the green check mark again. Maybe Cheryl can verify that.

As for setting up alerts, you can set up a listening campaign that sends an Alert when a progression status changes to Webinar > Registration Error like so :

[Amber_Hobson]

What I've noticed is that we've had several issues where our GTW sync stops working causing anyone who registers for a webinar to be coded as registration error. I have to go into the admin section and retype our GTW information to activate the sync again. From researching back to find out what caused it, we found that when a webinar is over, if someone goes to the Marketo landing page and registers for that event, it causes some error (not sure if the error is in Marketo or GTW) which then ends up making the sync between the databases stop working. This only happens for events where we have done the registration page through Marketo.

[Anonymous]

@Amber - can you explain in more detail what happens when a lead registers for an event that is over?  If they register on a Marketo page, then nothing should "break" but I'm not totally clear what you mean by "break"

[Anonymous]

I've experienced the sync break of GTW and Marketo thing and only discovered it when the campaigns built around GTW and Marketo appear to stop working. However, this has not happened for webinars that are past.

For us, because this sync is attached to an ongoing campaign that has a start/end date and time, it's crucial that users be notified immediately when this sync breaks - one would surmise that an email to the users login email to be a sufficient form of notification. Then, in addition to that, Marketo has a built in "notifications" function at the top left of a users instance (after logging in), that would appear to be the most reasonable place to put such a secondary notification.