Urgent: Zoom Attendance Update Issue

Resolved as of 6/21/22
Date Issue Reported: 03/01/2023
Affected Users: Event Managers in Engage

Attention:

While our Developers are actively investigating the issue, Event Managers can do the following steps to complete their event:

• Run the Update Attendance again for Zoom Webinars that are still in Need Action status prior to March 7, 2023
• If you continue to see "Registered" after updating the attendance, then Update Event Registrations in Bulk.

Description of the Issue:
Due to a Zoom API bug, we are experiencing issues with the update attendance process for all webinar events as of February 28, 2023.

When event managers attempt to change the attendance status of their Zoom registrants, they find that only "No Show" attendees are being updated and that all other attendee statuses remain set to "Registered."

Impact on events: Due to an issue with the Zoom webinar platform, any clients who attended the webinar will not have their status changed from "Registered" to "Attended" in Engage. Please manually set the status of the remaining registrants to "Attended" when updating the attendance. Zoom is only sending information about attendees who did not attend, their statuses will be automatically changed to "No Show."

Updates
3/27/2023

Dear Event Managers,
We are following up regarding the Zoom attendance issue that was previously reported. Our team has implemented a fix that has greatly improved the attendance update process in Engage. We accomplished this by using the client's email as a secondary identifier in cases where Zoom does not provide us with the attendee's ID.
Despite the deployment of the fix, we have observed that some registrants are still being missed. We are actively investigating the matter with Zoom and require additional time to find a solution. We want to inform you that this issue will be our primary focus during the next sprint as we work on the Zoom Meeting integration.
We acknowledge the inconvenience this may cause, and we want to assure you that we are doing everything possible to resolve the problem as quickly as possible. If you have any questions or concerns, please do not hesitate to contact us at engage@score.org.
Thank you for your patience and understanding as we work to address this matter.
Best regards,
The Engage Team

3/09/2023

Attention: Event Managers
We regret to inform you that the attendance issue in Zoom that we previously reported as resolved has resurfaced. Our close observation of the situation has revealed that some webinar event attendance is still not being updated as anticipated.
Our developers have identified the root cause of the problem, and it appears that Zoom only sends us the attendee's status if the client signs in to the app before joining the webinar. When they join as guests, Zoom deletes their registration ID from the feed, making it challenging for us to update attendance in Engage.
As a result, any client who attended the Zoom webinar without signing in to the app will not have their status changed from "Registered" to "Attended." This will impact the event attendance update process. When updating the event attendance, it is advised that you manually set the status of these registrants to "Attended". Note that Zoom will automatically change the status of registered attendees who did not attend to "No Show."
We understand the inconvenience this may cause and want to assure you that we are actively working on a solution. Our team is testing a new fix that will allow us to update attendance for all registrants, even if their registration IDs are missing from the API due to Zoom's sudden unexpected change to their policy. Once this fix is live in Engage in the next few days, we will be able to check if the registrant ID is not empty and use client emails as the attendance status indicator if the ID is missing.
We appreciate your patience and understanding throughout this process and are grateful for your cooperation as we work to resolve the issue.
If you have any questions or concerns, please do not hesitate to contact us at engage@score.org.
Best regards,
The Engage Team