Forum Discussion

MktgINT_2024's avatar
MktgINT_2024
Active Contributor
3 months ago

Ongoing Issue with Time Zone Error in GoToWebinar Email Reminders

Subject: Ongoing Issue with Time Zone Error in GoToWebinar Email Reminders I’m reaching out to address an ongoing issue with the time zone in calendar events added through the email reminders sent b...
MktgINT_2024's avatar
MktgINT_2024
Active Contributor
3 months ago

Thank you for your response. However, I’d like to clarify that this issue is not related to copying a previous webinar event. The problem occurs consistently for all webinars, whether they are newly created or based on a copied event.

Since this has been an ongoing issue affecting all our customers who add events to Google Calendar via your email reminders, we would appreciate further investigation and a concrete resolution.

I would also like to to provide further clarification on the issue and what seems to be missing on your end.

Technical Explanation of the Issue:

  • The problem occurs when users add events to Google Calendar through the email reminders sent by GoToWebinar.
  • It appears that the calendar event data in your system is not correctly passing the user's time zone to Google Calendar.
  • Instead of respecting the user’s configured time zone, the event defaults to the first time zone in Google’s list—Pacific Time (PT).
  • This suggests that your integration may not be correctly setting the TZID parameter in the calendar event file (.ics) or the Google Calendar link.

What Needs to Be Fixed on Your End:

  1. Ensure the correct time zone parameter (TZID) is included in the .ics file
    • When generating the .ics file attached to email reminders, make sure the correct TZID is included for the event start and end times.
    • If the TZID is missing, Google Calendar will assume the default (Pacific Time).
  2. Ensure the Google Calendar link includes the correct time zone
    • When generating Google Calendar event links, you should include the ctz parameter with the correct time zone.
    • If ctz is missing or incorrect, Google Calendar will default to Pacific Time.

Since this issue affects all webinars, whether newly created or copied, we would appreciate further investigation and a concrete fix.

Could you confirm that your development team is reviewing these aspects of the integration? Please provide an update on the next steps and an estimated timeline for resolution.

Best regards.

KateG's avatar
KateG
GoTo Manager
3 months ago

Hi MktgINT_2024 

Thank you for confirming that copying the webinar workaround does not apply to your circumstance and this isn't the root issue. 

I’ve shared this with our team, and there is an internal ticket reviewing the issue.  

While I don’t have a specific timeline to share, we’ll be sure to keep the Community updated. We apologize for the frustration this has caused and appreciate you bringing it to our attention.

  • MktgINT_2024's avatar
    MktgINT_2024
    Active Contributor
    17 days ago

    Hi, do you already have confirmation about this issue? is it fixed already?

    • KateG's avatar
      KateG
      GoTo Manager
      16 days ago

      Hi MktgINT_2024 the team hasn't identified a root cause. Are you still receiving reports of this issue? 

      • MktgINT_2024's avatar
        MktgINT_2024
        Active Contributor
        16 days ago

        the image above is when we click on button to add to google calendar directly from the link to register.

        But when people do it from the email notification below it assumes pacific time zone, a different one.

        Hi KateG of course we still have the issue, it wasn't fixed by your team... We have already shared what should be done on your side.... we have just given you all the steps they should take into consideration. I believe this is just a question of minutes to do it...see below please.

        What Needs to Be Fixed on Your End:

        1. Ensure the correct time zone parameter (TZID) is included in the .ics file
          • When generating the .ics file attached to email reminders, make sure the correct TZID is included for the event start and end times.
          • If the TZID is missing, Google Calendar will assume the default (Pacific Time).
        2. Ensure the Google Calendar link includes the correct time zone
          • When generating Google Calendar event links, you should include the ctz parameter with the correct time zone.
          • If ctz is missing or incorrect, Google Calendar will default to Pacific Time.




        the email notification that is sent to the attendees confirming their registration and the button to add to "Google Calendar" isn't working probably it doesn't assume the configured time zone that people have. It automatically goes to "pacific time zone".