Winter-aEvent
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Re: Users of GotoWebinar getting immediate account locking when logging in..
HI Glenn, Thanks for the speedy reply! We don't have multiple users signing into the same accounts from different locations, we have the same user signing into their own accounts from different locations, and sometimes from our Data Center on their assigned desktop stand-alone computer.. (although I see how this could be seen as similar in code), Some of our users have 10-20 employees that access their Goto accounts from different geographic locations, at the same time, different time etc. We have implemented an SOP for our userbase with trusted devices in their accounts, etc. And by us teaching our users the trusted device processes, this hasn't become an issue until this past Thursday. I've had over 20 *and counting* users contact our support stating that they're being locked out of their accounts. And this action is, when they try to login to their account, regardless of locale, or past trusted device status, is their accounts are immediately locked, and previous API keys invalidated, while sending them a 'Suspicious Login' email. Our standard workflow: User schedules webinar from our UI and we create webinar using API. User generates traffic thru their channels, for people to register for their webinar. They host their HTML pages, form submits to aEvent, we register the subscriber with the associated services (We're at about 40 integrations). When it comes time for their webinar, depending on the users desire and situtation, their webinar is held in a number of ways. Some including our users accessing their Dedicated Desktop at our datacenter, to conduct their webinars, play their videos, answer the live chat questions, etc. Some are done remotely, some done thru a number of different presenters, etc. We open the ability for our users to conduct their needed webinars regardless of their situation * a LOT of our users, are traveling, doing Seminars, Conferences, Tradeshows, etc, etc. Sometimes their connection isn't decent, etc. A big USP that we offer, is the later situation, We can offer our mutual base, a solid connection, so they can present/conduct/monitor/moderate their webinars without the worry of the organizer disappearing and webinar dying, or everyone being available, etc. At the end of their webinar, we download the attendance data from Goto. and based upon the users setup, we help them with omni-channel messaging to maximize their desired outcome from their business/webinar efforts. I hope this gives you an idea. More or less Trusted Devices no longer works, or it's priority level was reduced in authority. Yesterday, I signed into a Goto account of ours, from my home desktop. I then signed into that account from my home laptop. (same connection, computer 1' apart, IP @ my home hasn't changed in 3 years) and, account immediately locked. Something is weird. Thank you for your help with this matter. I've spent 10+ hours on the phone with your support the past 5 days, to no avail. --Winter Founder/CTO - aEvent2.2KViews1like1CommentUsers of GotoWebinar getting immediate account locking when logging in..
I'm Founder/CTO at a service called aEvent. We help our (200+) business users increase their registrations/attendance/and results from their online events., mainly using GTW. Long story short, some new GTW changes were implemented on Thursday night have prevented our users webinars from running. I've been with support since Thursday but have no luck- and in the meantime our users are all out of business. Support says our IPs are all blocked because they appear to be from a VPN. I explained them this is our in house data center and our mutual users logging into their accounts to host their webinars, answer questions, etc. They don't have a solution for me or my dozens of users and are slowly, slowly escalating me. Anyone have any suggestions for a solution to this issue? Or for reaching someone on the tech support team that would be able to assist? Thank you for your help! WinterSolved2.3KViews1like9Comments