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Dan_Stevens_
Dan_Stevens_
New Participant
March 12, 2017
Solved

Unable to login to University

  • March 12, 2017
  • 3 replies
  • 3811 views

Some members of my team have been trying to access Marketo University.  For a week, now there's no way to get past the login screen (see thread here: Can't access Marketo University ).  Since no one from Marketo has responded, I thought I'd post it here in Products to get more visibility.  Opened up a Support ticket as well.

Login to University.

    Best answer by Dan_Stevens_

    Per @Philip Tieu​:

    Hi Everyone! I got in touch with our operations team and found out what's causing this to happen. They replied with the following:

    Marketo University Portal clean-up process:

    In an effort to maintain and ensure quality service to our users on the LMS (University Portal), the university team will go in monthly and clean up the user list. 

    What does this mean? 

    • Any user who has been inactive for over 6 months will be deactivated. 
    • Any user who has multiple accounts will only have the most recent account remain active.  All other accounts will be deactivated.

    What happens if a user wishes to reactivate their account?

    • The user simply needs to send an email to university@marketo.com and we will reactivate their account. 

    So it looks like those affected have their accounts marked as inactive and then deactivated, please email university@marketo.com and they will reactivate your account. Thanks in advance for your support and cooperation!

    Sincerely,

    Philip

    3 replies

    Dan_Stevens_
    Dan_Stevens_Author
    New Participant
    March 15, 2017

    I heard back from Support today, but unfortunately they can't get any response from the Education team.  He's going to try to escalate this through some other channels.

    Dan_Stevens_
    Dan_Stevens_AuthorAccepted solution
    New Participant
    March 15, 2017

    Per @Philip Tieu​:

    Hi Everyone! I got in touch with our operations team and found out what's causing this to happen. They replied with the following:

    Marketo University Portal clean-up process:

    In an effort to maintain and ensure quality service to our users on the LMS (University Portal), the university team will go in monthly and clean up the user list. 

    What does this mean? 

    • Any user who has been inactive for over 6 months will be deactivated. 
    • Any user who has multiple accounts will only have the most recent account remain active.  All other accounts will be deactivated.

    What happens if a user wishes to reactivate their account?

    • The user simply needs to send an email to university@marketo.com and we will reactivate their account. 

    So it looks like those affected have their accounts marked as inactive and then deactivated, please email university@marketo.com and they will reactivate your account. Thanks in advance for your support and cooperation!

    Sincerely,

    Philip

    A
    Anonymous
    March 15, 2017

    Thanks for the follow up on this!

      A
      Anonymous
      March 15, 2017

      I am experiencing the same issue. This is all I see:

      I should note that I am the admin. It does not seem to be user permissions related.

      Grégoire_Miche2
      Grégoire_Miche2
      New Participant
      March 12, 2017

      Hi Dan,

      Have they tried to cleanse their browser historical information?

      There is a SSO from your Marketo user to the community and from the community to the University and for us, it works well.

      -Greg

      Dan_Stevens_
      Dan_Stevens_Author
      New Participant
      March 12, 2017

      Hi Greg - yep, we tried all that (cleared out everything):

      Grégoire_Miche2
      Grégoire_Miche2
      New Participant
      March 12, 2017

      Then I suppose this is a case for support. Might be simply a provisioning issue as apparently the university is a distinct system from the community.

      -Greg

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