Marketo - GoToWebinar Sync Issues | Community
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Loren_Posendek
Loren_Posendek
New Participant
August 8, 2016
Solved

Marketo - GoToWebinar Sync Issues

  • August 8, 2016
  • 4 replies
  • 6647 views

Good morning! Has anyone experienced issues with Marketo and GoToWebinar showing differing registrant counts? Not only are a few webinars showing different numbers in Marketo than GoToWebinar, but when I try to manually change the status to "Registered" for those who've filled out the form, Marketo is not processing the change, thus not syncing to GoToWebinar. I wanted to reach out here before going to Support.

Thanks in advance for any insight!

Loren

Best answer by

I'd suggest do check the status of your GTW integration in the Admin section. Whenever we experienced these errors, the integration was broken. Potentially through a password change in GTW.

Admin --> Integration --> Launchpoint and it should not look like this:

4 replies

Venus_Wills
Venus_Wills
New Participant
March 16, 2018

I just racked my brain for an hour trying to figure out why 3 registrants with Registration Error refused to be sync over to GTW even after I checked the Launchpoint integration and tried to manually set their program status to Registered. GTW doesn't like weird symbols in fields. One guy had an extra ' in his last name, the other two had | in the job title. Check for those if your webinar registrants in Marketo refuse to sync over to GTW.

Loren_Posendek
Loren_PosendekAuthor
New Participant
March 16, 2018

Thanks, Venus! We ran into the same issue (a | symbol in the company name) on a separate GTW-MKTO sync error instance, as well! I searched through the Community and found that you can uncheck 'enable additional fields (company name, job title)' within the Launchpoint GTW integration. This way, symbols won't hold up the GTW-MKTO sync.

Venus_Wills
Venus_Wills
New Participant
March 28, 2018

Hey Loren, thanks so much for the tip! We did have the box checked. Who knew?!

A
Anonymous
August 9, 2016

This just happened to me to this morning. I have fixed the sync now, but if I update those who have a Registration Error to Registered, will the webinar access link they received in the Marketo confirmation email still work for them when it comes time to attending the webinar? Or is it recommended to send them an email asking them to register again?

Loren_Posendek
Loren_PosendekAuthor
New Participant
August 9, 2016

Hi Shirleen! If they received the confirmation email while the sync was disconnected, they most likely didn't receive the access link - if you use the {{member.webinar url}} token. We include the webinar ID in the confirmation emails, too, so someone can login using the ID, if the access code doesn't work (not ideal, but something we have as a back-up). I'd suggest sending reminder emails (that have the proper, functioning access code) either the day before and/or day of the webinar to ensure they'll be able to login.

I hope that helps!

A
Anonymous
August 9, 2016

Hi Loren,

Thank you! This is what I needed to know! I'll add the Webinar ID as well then to the reminder emails. So if I update their program status to 'Registered' that will push them to GTW. As long as they are in GTW they can log in with the ID if the access link doesn't work, correct?

Loren_Posendek
Loren_PosendekAuthor
New Participant
August 8, 2016

Thanks for the replies, all! Michael Florin​ it looks like the integration was broken. The sync is now active and I'm working to manually change the statuses to "Registered." Is there a best course of action to do so? It looks like they're still stuck in the "Registration Error" status

I also found this article that references your suggestion, along with a smart campaign that'll alert you when Registration Errors occur: GoToWebinar Registration Errors

Jenn_DiMaria2
Jenn_DiMaria2
New Participant
August 8, 2016

Once you change them to Registered, everything should be back to working properly. It's a pain, for sure. I know a few people have experienced the integration breaking recently. I wonder if something has changed.

    A
    Anonymous
    August 8, 2016

    Oh, about the reason that integration breaks: A username or password change in GTW definitely does that. So your program manager or whoever runs your webinars should not do that without also editing the API call. But in addition to that I believe it's something like a time out. Not sure though, but I have the feeling the integration just stops working after a year or so.

    Jenn_DiMaria2
    Jenn_DiMaria2
    New Participant
    August 8, 2016

    Have you looked into the leads' Activity Logs to see if there was a change in status (or an error during the change in status) that would have prevented them from switching to Registered?

    Loren_Posendek
    Loren_PosendekAuthor
    New Participant
    August 8, 2016

    Hi Jennifer - I just checked a few of the leads' Activity logs, and it looks like they were able to fill out the form successfully. However, their status was changed to "Registration Error" after doing so. I also just used one lead as a sample and tried to manually change their status to "Registered" and the Activity Log is showing the status change as "Registration Error" => "Registration Error." Do you have any suggestions?

    A
    Anonymous
    Accepted solution
    August 8, 2016

    I'd suggest do check the status of your GTW integration in the Admin section. Whenever we experienced these errors, the integration was broken. Potentially through a password change in GTW.

    Admin --> Integration --> Launchpoint and it should not look like this:

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