Forum Discussion

Fran_Simon's avatar
Fran_Simon
Valued Contributor
2 years ago

Second week in which the system reports zero attendees

THREE PROBLEMS: 1)  This is the second week in a row when our webinar shows as no ZERO ATTENDEES but in fact over 950 people attended. The webinar is: Webinar ID 986-584-051   Because there...
  • KateG's avatar
    KateG
    2 years ago

    Jamch we see that you have a current case open and our team is working on restoring your data. Your case will be updated once it's restored.

    Fran_Simon we are currently reviewing the status of your case. 

     

    Please note: 

    1. We are fixing the webinars that are missing data on a case by case basis.
    2. We have a fix for the Cancelled Registrations currently being reviewed. It is being treated as a high priority and we hope to release it soon. We will continue to update this thread on the status of the fix. 

    Thanks everyone for your patience and we apologize for the frustration and inconvenience. 

Jamch's avatar
Jamch
Active Contributor
Glenn - Please see my latest message on this thread.
KateG's avatar
KateG
GoTo Moderator
2 years ago

Jamch we see that you have a current case open and our team is working on restoring your data. Your case will be updated once it's restored.

Fran_Simon we are currently reviewing the status of your case. 

 

Please note: 

  1. We are fixing the webinars that are missing data on a case by case basis.
  2. We have a fix for the Cancelled Registrations currently being reviewed. It is being treated as a high priority and we hope to release it soon. We will continue to update this thread on the status of the fix. 

Thanks everyone for your patience and we apologize for the frustration and inconvenience. 

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi Fran_Simon, I reviewed your support tickets and I see support responded to you and that you confirmed the data was restored for the reports. This issue and the canceled registration issue are both high priorities for our developers and are being worked on currently. Are there any webinars that you still need reporting data for?

     

    • Fran_Simon's avatar
      Fran_Simon
      Valued Contributor
      2 years ago

      Glenn,  right now I have a lag in webinars until after the holidays, thank goodness. Even though I have the data I need for the moment, I've been told the database disruption is not resolved, but the Support Agent closed the ticket and told me I can reopen it if it happens again. UMMMM. NO.  The ticket should remain open until the database issue is resolved and customers can expect to not encounter this problem again. Here's what the agent said:

       

      Our Engineering team hasn't fixed the issue for complete, however you can feel assured they're doing their best to prevent this in the future. 
      In case you're experience this problem again you can reopen this ticket at anytime and we'll recover the information.  

      How could it be possible that the database gets so disrupted with an update to the point that after almost two weeks it has not been resolved? I am frustrated with the lack of upfront and proactive communication and the lack of service.

       

      Do you think this will be resolved by the start of 2023? 

      • Jamch's avatar
        Jamch
        Active Contributor
        2 years ago

        Hi Fran - with the vague communications it opens the door for one to wonder if there was a security incident here. GOTO - Was there any part of this that was related to a security issue?

  • Fran_Simon's avatar
    Fran_Simon
    Valued Contributor
    2 years ago

    As I reported previously, in addition to the attendance problems, the PAST EVENTS section in the Android app is void of past events.  While that might seem minor, I use the app every day. 

     

    What is the ETA for having the database work done so this does not happen again on a future webinar? Is anyone working on the Android app issue?

    • GlennD's avatar
      GlennD
      GoTo Manager
      2 years ago

      Hi Jamch, there is no need for speculation. As we have communicated this issue was a result of a database migration. We are restoring the data for the affected webinars on a case-by-case basis.