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skino2au's avatar
skino2au
Active Contributor
2 years ago
Solved

All Past & Future Webinars Are Gone From Dashboard??? Help!

We had a webinar finish about 13 hours ago and when logging in to gotowebinars today, we noticed all scheduled future webinars and all the past webinars are now gone from the dashboard! I upgraded to the new look to see if that fixes anything but to no avail. Help!

  • GlennD's avatar
    GlennD
    2 years ago

    The GoToWebinar service appears to be restored, I am able to access the dashboard, schedule and start a webinar. The team will update the status page once they are sure it is 100% stable.

     

14 Replies

  • Fran_Simon's avatar
    Fran_Simon
    Valued Contributor
    2 years ago
    Thanks for letting me know. I saw bacribe to Status Alerts, but I did not get it until this morning.
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Hi Fran_Simon,

     

    A 3rd party experienced a service outage yesterday which resulted in some of our services being disrupted. As soon as we were aware of the issue our Engineers began monitoring the 3rd party's status and worked to restore service as soon as possible. Status updates were posted to our Service Status page and ultimately service was restored.

     

  • Fran_Simon's avatar
    Fran_Simon
    Valued Contributor
    2 years ago

    Yesterday 

    we had a webinar with over 2,600 people registered. I noticed only 412 people were logged in, which is less than 17%. Our typical attendance rate is 25% and that would have been 650.  I knew there was a problem when I noticed so few people in the session.

     

    We received emails from about 60 people, but I know more than that were blocked from joining due to the low attendance rate.

     

    The emails I received were split between people using the app on their iPhones and those using computers. Many reported trying on both types of devices. Some reported an error message, and some reported being required to download the app even though it was already installed. Others reported having to fill out a never-ending registration form in a loop even though they were registered.

     

    So far Technical Support has been no help. I've now been on hold for almost an hour. Help from someone out there? The webinar ID 572-601-987.  Case number:20125841  .

     
     
     
  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    The GoToWebinar service appears to be restored, I am able to access the dashboard, schedule and start a webinar. The team will update the status page once they are sure it is 100% stable.

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    Timing estimates are difficult, especially with an service disruption like this that is the result of a 3rd party service experiencing an outage. Our team is monitoring the 3rd party service status updates and working to restore ours ASAP. 

     

  • wgerard's avatar
    wgerard
    New Contributor
    2 years ago

    Hey Glenn - thank you for the heads up.  Do you perchance have any update on status, timing of resolution? 

     

    Thanks much, 

     

    Will

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    The status page is updated and we are working to restore service. Once service is restored I will update you here so there is no real need to hold on the phone as support will direct you to the service status page for updates.

     

  • wgerard's avatar
    wgerard
    New Contributor
    2 years ago

    Agree - and error status message does not accurately describe issue - which is that created webinars have disappeared and are unable to collect signups.  Have been on phone on hold waiting for customer service for 25 minutes. 

  • skino2au's avatar
    skino2au
    Active Contributor
    2 years ago
    Prob a good idea to update that page asap as that's the first place I checked before posting. Will ease people's minds that you are aware of the situation and that it's not isolated to individual users.
  • wgerard's avatar
    wgerard
    New Contributor
    2 years ago

    I have the same issue.  All current and past webinars missing from dashboard.  We emailed our mailing list today and were rapidly collecting sign-ups.  Please address as soon as possible.   Thank you, Will