Webex/Marketo Integration Problems

[Lauren_Beth]

Hi all - we've been experiencing considerable problems with our Webex/Marketo connection over the past year.  The latest critical error, our fourth in less than 12 months, is listing registrants as "registration error"  --- Error registering with webinar provider. exception='Webex API call error; validation: Parsing Error : An invalid XML character (Unicode: 0x1a) was found in the element content of the document. Line : 1 Column : 246 [Webex exception ID = '999999']'

Anyone else run into this error before?  Any former WebEx users out there with recommendations for a new webinar provider?  These connection issues take forever to fix given Marketo support does not seem to understand the issues, nor do they feel responsible in regards to updating integrations, leaving us with very unreliable webinar campaigns for days.  Thank you!

[Anonymous]

"Thank you for contacting Marketo Support. My name is Adam and I will be assisting with this ticket. There was an issue with the WebEx integration across all Marketo instances. You'll need to re-enter the credentials in Admin > Launchpoint services and that should allow you to continue registration of leads. If any records have a registration error manually refresh the connection on the event program and change the registration status to the appropriate value."

I emailed support and this is what occurred. You will also need to refresh the event.

[Becky_Miner]

Thanks for posting this!  I didn't realize we had a registration error until reading this thread!  We are currently reviewing other webinar providers due to a number of issues with WebEx. A similar issue happened earlier this year for us where Webex changed something that affected integration with Marketo and impacted a webinar, but neither WebEx nor Marketo seemed to take responsibility for it and neither one sent me an email at any time to tell me about a change and it's possible impact.  Would be nice to get a note from either company suggesting I re-enter my credentials in Launchpoint.  Just a thought. 

[Lauren_Beth]

Becky Miner Do you receive Webex release notices?  I don't know how or why I receive them, but we have noticed that whenever we get one, there is a good chance the connection will be down the following Monday morning.  This has helped us plan a bit better though we still cannot always fix it in time. 

[Becky_Miner]

I don't currently but will definitely look into signing up for those.  Thanks!

[Lauren_Beth]

Thank you!

[Gareth_Spencer]

As an update after discussing with Marketo Support - we have re-input the login details in Launchpad and this has resolved our issue! 
I would suggest trying this if you are still experiencing this same issue!

[Colby_Dix]

Thanks for this. Needs to be moved to the top as the solution.

[Gareth_Spencer]

Thanks Colby! Hopefully that will be done!

[Anonymous]

We use WebEx as well and while we don't have any webinar programs in progress right now, there some that are coming up that I will be creating shortly. Do you know if I we will need to re-input the login details in Launchpad at this time in order to prevent the registration error from occurring with our upcoming webinars?

[Anonymous]

Yes you will. Customer support said all WebEx API users were logged out.

You will need to log in to Launch Pad and re-login.

[Anonymous]

Thank you!

[Gareth_Spencer]

Hi!
We are experiencing exactly the same error here this week and have been unable to find a solution as yet!  Could I ask if you have found one yourselves?
My colleagues have created an event in WebEx and I need to integrate into our campaign so changing platform for the meeting is not an option unfortunately.
Thank you!

[Josh_Hill13]

Webex is terrible in so many ways. This is what happens when you don't update your product for 10 years. Sadly, I have no insight into your specific error. It could be the email you are sending from WebEx (if you are) or maybe there's something wrong with the integration somewhere?

Did you ask Support on either side?

I love GTW and have had few issues with it with Marketo and in running a webinar.

Also using ON24. Works pretty well and haven't encountered sync errors.

[Lauren_Beth]

Thanks, Josh!  Support is helpful to a degree but takes ages to figure out issues as no one at Marketo seems to know much about the Webex sync.  Meanwhile, our production process grinds to a halt.  I'll give GTW and ON24 a look.