We conduct several webinar sessions every week and have been experiencing an intermittent issue with attendee's time and poll questions not being recorded on the attendee report that we pull after each class. The last 4 times this has happened, the attendee was using a Samsung Galaxy smartphone (varying models from J7-S9). We can see in the chat logs that the student was present and at least sending chat messages, but the attendance report shows them as not attending at all. The most recent incident of this was yesterday, July 20, 2020 and the training ID was 147-311-724. Any help would be very much appreciated.
I do not have a Samsung Galaxy model here to test with, but if you have the chat report saved as well as the Attendee report showing missing data, then we can certainly create a case with Customer Support to reproduce internally.
We tried contacting customer support first and were told they had to talk to the user who was having the problem to troubleshoot the device. The problem with that is that we don't even know there is an issue until after class has ended. We do have both the chat log and the attendee report saved for the incident on 7/20. Where can I send those to have this looked into?
The fact that there is missing attendee data should be enough to start an investigation, though we may not be able to find the root of the problem without additional testing. If you received a follow up email from support perhaps you can forward those two data points back to the handling agent.