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

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.

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KateG

@ASEWebinars I've added a note on your case that you are still looking for your report. I apologize for the wait and inconvenience. Thanks for sharing your workaround.

ASEWebinars

This exact scenario happened to us as well on December 6th. After numerous contacts with support, I'm beginning to believe they have no idea what happened. Some key elements of this experience:

-Event shows as 0 attended on the dashboard and there is NO attendee report.

-The day after the event, support assured me the data would be there within 24 hrs of the end of the live event. It wasn't. For this reason, I deliberately delayed follow-up Emails with an estimated 1K of attendees that were supposed to get a certificate.

-Contacted support again on 12-8 and was now told the data would be there within 48 hrs. Attendees were starting to complain about no certificates. After asking support whether follow-up Emails would go out properly with the attendee data missing, I was assured the Emails would broadcast normally. This was a false statement. The Emails went out alright, only that attendees received "Sorry You Missed.." Emails. My inbox quickly flooded with angry Emails.

-It's now 12-14-22, more than a week after the affected broadcast and GoTo still has no answers, only conflicting opinions from their reps. Since I'm unable to resend certificate Emails, we created a recorded version of the event (with certificate) and advised attendees to join it so they can get their certificate that way. It's the only workaround we could think of in the absence of answers from GoTo.

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 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

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

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

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.

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?

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