Confusing one-week reminders going out for recordings

I use GoToTraining with online recording and a follow up email goes out to attendees with the recording link. All this works very well BUT users are reporting that they get another email a week later with confirmation of registration. I've looked at the recording settings and I don't see where this is enabled or where I can turn it off. Any suggestions?

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Paul10

UPDATE 2 - Problem Identified

I emailed all participants and from the replies I got, the timelines and other details I was able to reconstruct the problem on a test case. This is what happens:

1) Live session registration is done where participants are automatically approved on registration
2) Attendee participates in live session and receives follow-up email to view the recording with the included link titled "view recording"
3) Once participant clicks that link (since registration was previously set to automatically approved) they immediately begin to watch the recording
4) Simultaneously participant gets a confirmatory email which says they are registered for the training which includes a button titled "View Training" (Up until this point everything works as it should although I do believe the language in this confirmatrory email should be changed to reflect that it is a recording - but it's not a big issue)
5) Here is where the problem starts - The next time the participant wants to review the recording, if they click the link in the confirmatory email they got in point 4 then there is no problem. If however they click the email they received in point 2 above which says "view recording" they get the confirmatory email again. And they keep getting that email everytime they click that link to view the recording.

At this point I can probably devise a workaround to get round this problem, but if there is a fix or setting that needs to be changed, let me know

thanks - Paul

Paul10

Update - checking past instances of this being reported I find a common thread - both times this was reported was exactly four days after the person logged in to view the recording. To clarify the timelines:

Instance 1:

Event on May 26, 2017. Follow up email sent same day. Recording accessed by participant on May 26, 2017. Confirmation email received on May 30, 2017

Instance 2:

Event on September 22, 2017. Follow up sent on Sept 23, 2017. Recording accessed by participant on September 25, 2017. Confirmation email received on September 29, 2017.

Paul10

HI Glenn. Thanks for confirming this.

I had this problem reported by one attendee in the past (registration email received 4 days after the event) but I put it down to a one-off issue. Today I had another participant report this and I noticed the email was exactly one week after the training date. Not sure if this is one participant or all, but will email all participants to check if they received similar emails. Will update.

GlennD

Hi Paul,

There should only be one registration confirmation and one follow up email sent to your attendees, have any of them forwarded the email to you to review? Are all of the attendees reporting this from the same training session?

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