Successful session but the report for attendees says 0 attended - we had >900 join

[TJCWebinarNotif]

Hi, we just ran a webinar successfully on Dec 6 - we had >900 attend and we recorded and have been able to access the recording.

However, my dashboard says that we had no attendees. And the report is not available for selection within the analytics area.

Can anyone assist? I saw this same issue in a discussion from 2020... maybe tech support can generate the attendee list and Q&A report manually? We do these webinars under a federal contract, so we need those reports.

[KateG]

Hi @TJCWebinarNotif welcome to the Community. I'm taking a look into this, however 

sometimes reporting data isn't available right after the webinar, can you let me know if you see it now? 

[TJCWebinarNotif]

Still seeing this.  And it is almost 24 hours AFTER the session started.  So I've waited enough time.  I've been checking back on the hour because the team that supported the webinar needs the Q&A export to do their work. We're now delayed on our follow-up efforts due to this reporting error.  While you look into it, if someone could just manually generate the Attendee and Q&A reports and send to us... then we can move forward.

[TJCWebinarNotif]

To add to my frustration, now ALL of the 900+ attendees have received the "Sorry you did not attend" email when they did attend. We'll now have to manually reply to all of them with the link to the CE survey that is required for them to get CE credit.  This is a huge problem for us and we are considering not renewing our account unless this gets resolved quickly. I need someone from your technical support team to contact me with 24 hours.

[TJCWebinarNotif]

Please check back to this ticket/issue. It is still not resolved and now the attendees received the "did not attend" message.

[KateG]

@TJCWebinarNotif we were just reviewing your case, it has been escalated as a priority to management and included your new comments. Someone from support will be contacting you soon. I'm very sorry for this inconvenience. 

[TJCWebinarNotif]

Now, to make matters even worse, we see this in our dashboard page.  We have NO ACCESS to any of our webinars. We need your team to fix this immediately. 

@KateG

[KateG]

@TJCWebinarNotif I've alerted the team and noted this on your case. Can you let me know when this started and if you are receiving the error message? 

[TJCWebinarNotif]

We can now access our dashboard, but it still reads 0 attendees and the reports for the event are still unavailable.

[KateG]

@TJCWebinarNotif I've reached out to the agent, we hope to have the report for you very soon. I understand this is a huge inconvenience. Thank you for your patience as we investigate.