List of possible root causes for data discrepancies between ON24 and Marketo

Below are a few examples of the potential causes of a numeric mismatch between ON24 and Marketo. If the numbers are higher in ON24 than Marketo, then focus on the ON24 data integration (data sent from ON24 to Marketo). If the numbers are higher in Marketo than ON24, then focus on the external registration (data sent from Marketo to ON24). Alternatively, the data may be passing as designed, but further explanation may be required.

• Availability Timing - Ensure you allow ample time for the data to become available in our data warehouse.
• Data Integration Misconfiguration - Especially for new data integrations, it is recommended to double-check that the data integration was set up correctly. This means no deviation from the Knowledge Center instructions. The #1 reason why data integration problems occur is when the setup instructions are not followed exactly as-is. We understand there are many ways to do the same thing, but it is important our instructions are followed exactly as instructed because they have been tested and proven to work. 

Confirm correct custom object naming convention used

Issue: The Custom Object has not been updated with attendee data.

Troubleshooting Steps:

• • • Check that the Marketo Custom Object name is correct

    • Verify that the API Name value is exactly “oN24Attendee_c” (without the quotes).

      • If not, please correct the value as per our Knowledge Center article step 4.

      • If the API name is correct, please open a support ticket

Explanation: Accurate API names are necessary for seamless integration with other systems. When integrating with ON24, the API name must match exactly to enable proper data synchronization and communication. A correct API name ensures that data is accurately mapped and stored in the appropriate custom object. Incorrect API names can lead to data being misplaced or lost.

Confirm Smart List recommended setup

Issue: The Marketo Custom Object record shows attended duration less than the value displayed in the ON24 reports for a particular user.

Troubleshooting Steps:

We recommend using the cumulativeliveminutes and cumulativearchiveminutes fields in the custom object because the liveminutes and archiveminutes fields are used to display the number of minutes attended by a user in the last console launch. The cumulativeliveminutes and cumulativearchiveminutes fields will aggregate the total number of minutes the user attended the live or on-demand portions of the event across multiple attendee sessions into a single number.

Solution: Please add the cumulativeliveminutes and cumulativearchiveminutes fields to the Marketo Custom Object field list and use these fields going forward to track the duration of attendance.