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Active Contributor

Re: gotowebinar analytics - emailed report download - typo

Confirmed that the typo issue is resolved (!!!!) 

 

The large report won't generate and fails silently issue remains.  alas!

 

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LogMeIn Contributor

Re: gotowebinar analytics - emailed report download - typo

@rois  We addressed the ability to file very large reports through the GoTo Admin Center by allowing the computatoin to continue without the GoTo Admin being present.  So in this case, you can completely log out and leave your computer station, expecting the final report to complete in your absence.

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Active Contributor

Re: gotowebinar analytics - emailed report download - typo

Thanks @AshC !  I tried this again today by running a multi-session report over the last 365 days.  thats like 100  sessions, maybe 1000 users. I ran it as csv, all sessions in that range, hit download report. i got a popup saying a link to the file would be emailed to me when the file is ready. no email.

 

i tried this again with a month range, download file - works fine. 

i tried this again with a month range, email me a link to the report, no email.

 

perhaps this is getting caught in our spam filter - would you be able to confirm what the subject line of the email I should receive looks like?  what is the sender email address, so i can whitelist that message?   I've never seen a report link successfully be emailed to me.

 

thanks and kind regards.

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LogMeIn Contributor

Re: gotowebinar analytics - emailed report download - typo

@rois  I'm unclear what the subject line would be in that case, are you receiving other GoTo email communications? 

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Active Contributor

Re: gotowebinar analytics - emailed report download - typo

after escalating this internally at my organization, here's the (frustrating) outcome.

 

yes, the alias email address that 'owns' this gotowebinar account has been receiving emails sent to the same email address tied to this forum account.

 

received 10/8 AshC mentioned you in LogMeIn Community

received 10/9 Join us: Take your webinars to the next level with these advanced techniques

received 10/15 Join us tomorrow to learn 5 ways the New GoToMeeting makes your meetings better - Webinar

 

after talking with support 10/23, I finally received an email 'Your Sessions Overview Report is ready!'

 

the problem? per chat support rep Anthony, 'it seems that the email, xxxredactedxxx, was entered into our bounce filter. I am not sure why or when it was but it has been removed.'

 

Our tech on our side got us to this point by changing the primary email address on file for the gotowebinar account to a gmail address - that came through just fine - and changing it back didnt resolve, and our email spam filter wasnt receiving anything similar, at least as far enough upstream that we can see.

 

future readers: if you're not receiving reports from analytics, talk to logmein support and specifically ask to make sure your email isnt bounced from their perspective. My guess is that the systems tracking bounced status are different from logmein marketing email send system vs forum vs internal report sending system.

 

As a general product enhancement, having the email send feature in the dashboard check bounce status before attempting to send would be amazing.  y'all could handle this with an error message 'hey we think that email is going to bounce, pls reach out to support' or something.

 

I am happy to see this resolved, and to finally get at my report after almost 4 months of troubleshoot.  thanks @AshC  for your help.

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LogMeIn Contributor

Re: gotowebinar analytics - emailed report download - typo

@rois Thanks for confirming the resolution on this case.

New Contributor

Re: gotowebinar analytics - emailed report download

I am experiencing this issue as well. How do I resolve?

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Active Contributor

Re: gotowebinar analytics - emailed report download

i pinged GTW support via chat and they found that our email address was marked as bouncing.  they marked it valid and I started getting reports immediately after.  best luck! @jsmithpw