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"Attendee List Unavailable"

Question asked by Peter Kosmal on Oct 3, 2015
Latest reply on Oct 21, 2015 by Jonathan Wu

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Hey all,

We run Webinars through Webex and sync them to Marketo. We've run many of these with minimal problems, but we recently ran a webinar and none of our program members have transferred from "Registered" to "Attended" or "No-Shows". I've tried the action "refresh from webinar provider" under "event actions" and I get a "no updates" message. Furthermore, the event status is stuck at "attendee list unavailable". I've checked on our Webex site and I can pull the attendee list, so I know Webex is done processing who came and who didn't come to the webinar. I'm not sure why it's not syncing. Anyone else have this problem? I came across a document labelled "Readytalk for Marketo Adapter" but all I can find about the "attendee list unavailable status" is this message: "Attendee List Unavailable – Event end date has passed and no attendee list is available within the normal timeframe. It’s rare for an event to show this status." Not super helpful can anyone help me out?

Cecile Maindron Oct 5, 2015 2:49 AM

Correct Answer

Peter,

we had a similar issue once with GTW. What happened is that the webinar was supposed to finish at 11AM and we had selected by mistake 11PM.
So for Marketo, the webinar wasn't over yet (even if we had run and finished it). We just had to wait until 11PM and the synchronization worked as usual.

Cécile

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Grégoire Michel Oct 3, 2015 3:15 PM

Hi Peter,

It seems you will have to call support for this one. Double check event dates on both Marketo and Webex sides, though.

-Greg

1 person found this helpful

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Cecile Maindron Oct 5, 2015 2:49 AM

Peter,

Cécile

2 people found this helpful

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Peter Kosmal @ Cecile Maindron on Oct 5, 2015 7:55 AM

Thanks for the reply Cecile! I double checked and our webinar duration was only set to 1 hour, so I don't think that was the problem in this case. I appreciate the help!

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Priyank Joshi Oct 5, 2015 9:34 PM

Hi Peter,

I have experienced this issue in past. We had two events with same name in GTW and the one hooked to the Event in Marketo was ran twice due to technical glitch. If this is the scenario at your end you need to create a new event and sync it again with your event partner and your attendee list will reflect with the synced Marketo event.

Try to refresh your Adapter setting under Admin panel.

Thanks

Priyank

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Jeff Smith Oct 14, 2015 8:21 AM

Hi Peter,

I have the same question, and this started for me about the time you first posted this. Have you had any resolution? I now have several events that only show registrants...no attendees or no shows listed, and I've tried to refresh multiple times. Unfortunately, I haven't had the best luck working with Webex support in the past, so I'm hoping you can offer me a solution. :-)

Thanks!
Jeff

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Mel Dadoly

@ Jeff Smith on Oct 14, 2015 8:37 AM

Hi Jeff,

This is a current bug with the WebEx integration. A fix for it is expected to go out today so that attendance information can be pulled into Marketo as expected.

Cheers,
Mel

3 people found this helpful

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Jeff Smith @ Mel Dadoly on Oct 14, 2015 8:56 AM

Awesome! Thanks for your quick reply.

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Ray Swanson @ Mel Dadoly on Oct 15, 2015 12:42 PM

Any word on if this bug has been fixed? I'm still having issues with this.

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Mel Dadoly

@ Ray Swanson on Oct 15, 2015 1:41 PM

Hi Ray,

The fix for this is being tested, but should be ready soon.

1 person found this helpful

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8eb0841c406e735a1ded1a02a70072a818ea0cae @ Mel Dadoly on Oct 16, 2015 6:47 AM

I haven't seen any change in my program that is having this issue. Has the fix been put into place? Do I need to do anything on my end (I already tried to refresh from marketo)?

Thanks!

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Jonathan Wu

@ 8eb0841c406e735a1ded1a02a70072a818ea0cae on Oct 21, 2015 11:22 AM

Hi Annemarie Folan & Jeff Smith,

Please open up a case with Marketo if you are still experiencing issues with this and they should be able to help verify the status of the patch on your particular instance.

1 person found this helpful

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Peter Kosmal Oct 19, 2015 7:54 AM

A patch was applied to our instance this morning and has fixed the issue, so we now have a definitive attended and non-attendee list. Seems like it was a system bug, but the patch worked perfectly.

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Jeff Smith @ Peter Kosmal on Oct 19, 2015 10:22 AM

I'm not seeing a change. Our last two webinars still only show registrants. I've refreshed from the webinar provider, but nothing happens. Is this something that we should just expect fixed moving forward, or will these fixes be retroactive?

Actions

13 Replies

Grégoire Michel Oct 3, 2015 3:15 PM
Mark Correct
Correct Answer
Hi Peter,

It seems you will have to call support for this one. Double check event dates on both Marketo and Webex sides, though.

-Greg
1 person found this helpful
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Cecile Maindron Oct 5, 2015 2:49 AM
Unmark Correct
Correct Answer
Peter,

we had a similar issue once with GTW. What happened is that the webinar was supposed to finish at 11AM and we had selected by mistake 11PM.
So for Marketo, the webinar wasn't over yet (even if we had run and finished it). We just had to wait until 11PM and the synchronization worked as usual.

Cécile
2 people found this helpful
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- Peter Kosmal @ Cecile Maindron on Oct 5, 2015 7:55 AM
  Mark Correct
  Correct Answer
  Thanks for the reply Cecile! I double checked and our webinar duration was only set to 1 hour, so I don't think that was the problem in this case. I appreciate the help!
  Like • Show 0 Likes0
  Actions
Priyank Joshi Oct 5, 2015 9:34 PM
Mark Correct
Correct Answer
Hi Peter,

I have experienced this issue in past. We had two events with same name in GTW and the one hooked to the Event in Marketo was ran twice due to technical glitch. If this is the scenario at your end you need to create a new event and sync it again with your event partner and your attendee list will reflect with the synced Marketo event.

OR

Try to refresh your Adapter setting under Admin panel.

Thanks
Priyank
Like • Show 0 Likes0
Actions
Jeff Smith Oct 14, 2015 8:21 AM
Mark Correct
Correct Answer
Hi Peter,

I have the same question, and this started for me about the time you first posted this. Have you had any resolution? I now have several events that only show registrants...no attendees or no shows listed, and I've tried to refresh multiple times. Unfortunately, I haven't had the best luck working with Webex support in the past, so I'm hoping you can offer me a solution. :-)

Thanks!
Jeff
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- Mel Dadoly @ Jeff Smith on Oct 14, 2015 8:37 AM
  Mark Correct
  Correct Answer
  Hi Jeff,
  
  This is a current bug with the WebEx integration. A fix for it is expected to go out today so that attendance information can be pulled into Marketo as expected.
  
  Cheers,
  Mel
  3 people found this helpful
  Like • Show 0 Likes0
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  - Jeff Smith @ Mel Dadoly on Oct 14, 2015 8:56 AM
    Mark Correct
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    Awesome! Thanks for your quick reply.
    Like • Show 0 Likes0
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  - Ray Swanson @ Mel Dadoly on Oct 15, 2015 12:42 PM
    Mark Correct
    Correct Answer
    Any word on if this bug has been fixed? I'm still having issues with this.
    Like • Show 0 Likes0
    Actions
    - Mel Dadoly @ Ray Swanson on Oct 15, 2015 1:41 PM
      Mark Correct
      Correct Answer
      Hi Ray,
      
      The fix for this is being tested, but should be ready soon.
      1 person found this helpful
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      - 8eb0841c406e735a1ded1a02a70072a818ea0cae @ Mel Dadoly on Oct 16, 2015 6:47 AM
        Mark Correct
        Correct Answer
        I haven't seen any change in my program that is having this issue. Has the fix been put into place? Do I need to do anything on my end (I already tried to refresh from marketo)?
        
        Thanks!
        Like • Show 0 Likes0
        Actions
        Jonathan Wu @ 8eb0841c406e735a1ded1a02a70072a818ea0cae on Oct 21, 2015 11:22 AM
        Mark Correct
        Correct Answer
        Hi Annemarie Folan & Jeff Smith,
        
        Please open up a case with Marketo if you are still experiencing issues with this and they should be able to help verify the status of the patch on your particular instance.
        1 person found this helpful
        Like • Show 1 Like1
        Actions
Peter Kosmal Oct 19, 2015 7:54 AM
Mark Correct
Correct Answer
A patch was applied to our instance this morning and has fixed the issue, so we now have a definitive attended and non-attendee list. Seems like it was a system bug, but the patch worked perfectly.
Like • Show 0 Likes0
Actions
- Jeff Smith @ Peter Kosmal on Oct 19, 2015 10:22 AM
  Mark Correct
  Correct Answer
  I'm not seeing a change. Our last two webinars still only show registrants. I've refreshed from the webinar provider, but nothing happens. Is this something that we should just expect fixed moving forward, or will these fixes be retroactive?
  Like • Show 0 Likes0
  Actions

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