Attendee registration error: "Please Come Back Later" - "We're having an issue with our services at

[JordanR]

I created a webinar yesterday, which we are planning to hold first thing Monday morning at 8 AM EDT. The link was shared out with ~800 internal employees via Outlook calendar invitation, same as we always do without issue. Usually, we'll have 10-20% of invitees register in GTW as soon as that invite goes out (the rest will register when they join the live session). However, while we have confirmed that the invitation successfully reached those people, we have had zero registrations. Additionally, a couple of employees in Bulgaria and one in the UK have reported receiving this error message every time they click the registration link (beginning yesterday morning, and continuing until today): "Please Come Back Later" - "We're having an issue with our services at the moment. Please come back later to register for this webinar."

I checked the GTW outage status page, and there has been nothing reported yesterday or today. Can you help me investigate and find out how to fix the issue before 8 AM EDT on Monday?

[GlennD]

Hi @JordanR,

I looked up your account and tested the registration link and was able to open it. I also checked with support and do not see any reports of GoTo Webinar service issues yesterday. Is it possible to have some of these registrants try again using a different web browser and even a different network connection, like their mobile phone? 

[JordanR · Accepted solution]

Thanks Glenn - in the meantime since I posted this, I also figured out how to contact support and spoke to a support agent. It looks like it may be a firewall issue for some employees - we are investigating that now...

[Andrika]

I am having the same issue. Please can someone get back to me on how to assist the delegates still wishing to register for my webinar -  https://attendee.gotowebinar.com/register/8767624907569079125  

I am in South Africa and our webinar is for tomorrow morning so the soonest feedback would be most appreciated. 

Thanks, 

Andrika

(image of the error below)

[GlennD]

Hi @Andrika, welcome to the community.

How many registrants are reporting this issue? Is this a company webinar where all the registrants are employees or a public webinar? The registration link opens for me without issue, so more details would be helpful.

[Andrika]

Hi Glenn, 

Several could not register. All registrants are from one company. I could also register without a problem. So I am not sure what the problem could be. 

[GlennD]

@Andrika Thank you. I was able to locate a similar report where attendees received the same message and it was a result of their company VPN. If possible, it would be helpful to know if any of the affected registrants are 1) using a VPN connection 2) if they can try registering again on another network (perhaps their mobile device over a data connection).