The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
Solved
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 by your platform.
Summary of the issue:
- Problem Description: Our customers have reported that when they add events to Google Calendar via the email reminders sent by GoToWebinar, the time zone is incorrectly set. It’s being changed to a completely different time zone, even though the correct time zone is set in Google Calendar.
- Where the issue occurs: The problem only occurs when the calendar event is added through the reminder email from GoToWebinar. If we manually add the event directly through the registration form on the GoToWebinar platform, the time zone is correctly set, and there are no issues.
- Why this is an issue: The issue appears to be tied to the email reminder feature in GoToWebinar. This is not a problem with Google Calendar itself, as everything works perfectly when the event is added manually via the GoToWebinar form.
- Customer Impact: Customers who receive the email reminders from GoToWebinar are experiencing this problem, leading to confusion and frustration, as their calendar events are being incorrectly scheduled.
We have verified multiple times that the time zone settings are correct in Google Calendar and have ensured that all customers who reported the issue are using the correct settings.
Our Request:
We believe that the root cause of this problem lies in the integration between GoToWebinar’s email reminder system and Google Calendar. Since this issue is directly related to how your platform is sending the calendar invites, we kindly ask that your team investigate this further and work on resolving it.
Frustration and Ongoing Delay:
We have been trying to resolve this issue for over two months now, and, unfortunately, the responses we’ve received have either ignored the issue or repeated the same response. The answer we consistently get is that the problem lies with Google Calendar’s time zone settings, which we have already confirmed are correctly configured. Despite explaining this multiple times, we continue to be directed back to Google and asked to verify something that we’ve already ruled out.
It’s frustrating to keep repeating ourselves without seeing any meaningful progress or resolution. Additionally, we’re being asked to pass the responsibility onto our clients to reach out to Google for an issue that originates from your platform. This continuous back-and-forth without a solution is not only wasting our time but also our customers' time, and it's clear that the responsibility lies on your side to fix the integration.
Thank you for your attention to this matter. We expect a prompt and actionable response to resolve this issue as soon as possible.
Best regards.
Hi KateG it looks OK now.
did a test and the timezone now is OK.
Thank you so much for pursuing this.
15 Replies
Hi KateG it looks OK now.
did a test and the timezone now is OK.
Thank you so much for pursuing this.The team made updates to the workflow. Could you let us know if this has resolved the issue or if you are still receiving reports. Thank you.
Hi KateG , I appreciate your response, but I must reiterate that the issue is not with Google Calendar—it originates from GoToWebinar’s handling of calendar event data.
We have already provided a detailed technical explanation of the issue, outlining exactly what needs to be fixed on your side, including ensuring the correct TZID parameter in the .ics file and the ctz parameter in the Google Calendar link. These are settings controlled by your platform, not by Google.
It is incredibly frustrating to see this issue being dismissed when the fix is so straightforward for your development team. At this point, it is surreal that we are still going in circles on something that could likely be resolved in minutes.
Please escalate this matter properly and have your team address the root cause instead of redirecting us to Google for an issue that is entirely within GoToWebinar’s control.
Looking forward to an actual resolution.
Best.
Hi KateG , I appreciate your response, but I must reiterate that the issue is not with Google Calendar—it originates from GoToWebinar’s handling of calendar event data.
We have already provided a detailed technical explanation of the issue, outlining exactly what needs to be fixed on your side, including ensuring the correct TZID parameter in the .ics file and the ctz parameter in the Google Calendar link. These are settings controlled by your platform, not by Google.
It is incredibly frustrating to see this issue being dismissed when the fix is so straightforward for your development team. At this point, it is surreal that we are still going in circles on something that could likely be resolved in minutes.
Please escalate this matter properly and have your team address the root cause instead of redirecting us to Google for an issue that is entirely within GoToWebinar’s control.
Looking forward to an actual resolution.
Best
Hi MktgINT_2024
Thanks for getting back to me. Sorry to hear that this issue has still not resolved.
I reviewed your last correspondence on 1/3, the case was escalated and it was determined to be a bug that affects GCalendar and would need to be resolved with Google.
I'm sorry that we can't offer more support, but at this time you would need to open a video conference with Google to proceed further.
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:
- 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).
- 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".- Ensure the correct time zone parameter (TZID) is included in the .ics file
Hi MktgINT_2024 the team hasn't identified a root cause. Are you still receiving reports of this issue?
Hi, do you already have confirmation about this issue? is it fixed already?
got error when i revert the detail..content not published
