Zoom Integration Troubleshooting

[kimburditt]

I've recently inherited a Marketo instance where they have Zoom integrated for webinar use. 

The integration is set up via our IT contact and their Zoom admin account, where they have provisioned one of our marketing users (Marketo admin) as an enabled webinar user in Zoom.  That is the account where the webinars are being created. (I have always historically just used the same Zoom admin account for both the integration and the webinars themselves but theoretically both should work...right?)

Issue #1: I first noticed that none of the attendance data was syncing back to the Marketo after the event (they are manually marking attended/no show after the event). I have never had any issues with this in the past -- any ideas why this feature would not be working?

Issue #2: As of this week, the integration seems to have failed completely and no matter how many times we re-authenticate, we cannot successfully mark anyone as registered. We have the typical setup: Marketo form and landing page set to change program status to registered. All registrants are being marked as "Registration Error" with the reason as "Error registering with webinar provider. exception='API Error: Marketo create webinar registrant failed."

I have a hunch that we're just doing something wrong but we can't seem to get to the bottom of it. Thanks!

[Disha_Goyal6]

Hi @kimburditt, I had a same integration in our instance. There are 2 reasons

1. Registration error came if fields in zoom form are not mapped to Marketo but those fields are required. Please use First name, last name and email address which is a good practice.

2. If you are the owner of the webinar then you will get this error.

Hope this helps!

[SanfordWhiteman]

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1. Registration error came if fields in zoom form are not mapped to Marketo but those fields are required. Please use First name, last name and email address which is a good practice.

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Why are we talking about a Zoom form? You aren’t supposed to use a Zoom form when using the Zoom ↔︎ Marketo LaunchPoint connector. The purpose of the connector is to allow registrants to originate in Marketo, be synced to Zoom, and then have attendance info pulled back into Marketo (not pushed from Zoom) after the event.

[kimburditt]

Correct -- we are using Marketo forms with the intent as Sanford laid out. 

[SanfordWhiteman]

One part of Disha’s reply does apply: are you requiring First Name and Last Name?

[kimburditt]

yes, we require first and last name on the forms along with email. 

[SanfordWhiteman]

Darn, was hoping it’s that simple (because the Zoom API call will fail if you don’t have those required fields).

Can you ask Zoom for the API debug logs? This is the only way to know the true error code Marketo is encountering under the hood.

[kimburditt]

We heard back from Zoom -- and it turns out we had not checked "require registration" on the Zoom webinar itself. Perhaps there was an update on the zoom side that prevented this from defaulting or some other user behavior change but it is now resolved. Thanks for your help!

[SanfordWhiteman]

Right, that’s another requirement. We use a Zoom Webinar Template to ensure that box is checked — maybe someone altered your template?

[Disha_Goyal6]

Hi @SanfordWhiteman, we were using Marketo form for registration but I got a registration error in Marketo. After troubleshooting, I found that client selected some of the fields which were not mapped with Marketo fields. 

After removing those fields in zoom, everything worked fine.

This is the reason, I suggested to check the same.