Marketo Knowledge Base

Issue DescriptionThe "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview or in exported email HTML.Issue Resolution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. This is also true of exported HTML. When you send a Sample Email, you can test the the system tokens {{system.viewAsWebpageLink}} as though you were the customer.

Issue DescriptionYou are receiving this error from your GoToWebinar Launchpoint Service: API Error: Authentication succeeded, but access to the requested resource is denied.This error can occur either in Launchpoint Tab's Service details in Admin or when trying to Refresh an Event Program and selecting the service in the drop down menu.Issue Resolution This error "API Error: Authentication succeeded, but access to the requested resource is denied." is a response from GoToWebinar when Marketo sends an API Call to retrieve the Webinar Meeting details.What is the main cause of this?This is mainly a licensing issue with the Account Credentials specified in the Launchpoint service.The GoToWebinar account does not have a GoToWebinar License and therefore, the account has successfully "Authenticated" and the Requested resource (GoToWebinar Meeting Details) were denied as it does not have access to GoToWebinar features.How to check if you have a license? Login into the home page of GoToWebinar

  *Please Note* these group sessions are discontinued as of Thursday, July 1, 2021.    Offered exclusively to new Marketo Engage launch pack customers, this series of interactive group discussions offer an open forum to learn best practices from a Marketo expert and your peers.    Marketo Group Consulting Webinars are one-hour virtual meetings connecting you with a Marketo expert to expand and improve your knowledge and skills related to marketing strategy and Marketo tactical execution. Each session will include knowledge sharing from Marketo followed by an open Q&A.    

Issue DescriptionYou try to approve a segmentation and get the error message of "No possible draft" even when there is a draft in place.Issue ResolutionThis error message can be a little misleading, as there usually is a draft in place.Check to make sure that segments in the draft have smart list filters in place and that there are no empty values in the smart lists. An example of an empty value would be "First Name is ____" instead of "First Name is Joe."

The content of this article has been moved to: https://nation.marketo.com/t5/Support-Blogs/Partner-Support-Submitting-cases-on-behalf-of-your-Customers/ba-p/299853

SummaryWe have identified an issue that occurred during a recent update released on October 26, 2018. This update inadvertently created a condition where landing pages might lose page elements after being re-approved. Free-form landing pages that contain dynamic content may also have missing elements.Frequently Asked QuestionsWho is affected?This update affected a subset of landing pages across multiple customers that developed their landing pages with the Free-Form Landing Page editor. Landing pages that have been developed using the Guided Landing Page editor are not affected.How does this affect me?Customers need to ensure their live landing pages are not missing any content. This issue is most likely to affect free-form landing pages with dynamic content, and landing pages that have been re-approved since October 26, 2018. However, please keep in mind that it is possible this issue affected other landing pages as well.Which landing pages should I focus on?First, you will want to fo

SummaryA service issue has been identified that can potentially cause duplicate leads to be generated in Marketo for customers using Microsoft Dynamics (MSD) CRM. This issue only applies to customers using MSD 2016, and only when upgrading to MSD version 9. Who is ImpactedAll customers using the native CRM Sync between Marketo and MSD 2016  Already Impacted: Customers using MSD  2016 Version 9 with Marketo Lead Management (MLM) solution version 4.0.0.23 or lower Potentially Impacted: Customers using MSD 2016 version 8 or lower who plan to upgrade to version 9The issue of duplicate leads being created occurs when the MSD instance is upgraded to version 9All customers who have already upgraded to MSD v9 are already impactedIf you have MSD but have not yet upgraded to v9, you are not yet impacted, but could be by upgrading to MSD v9Who is Not ImpactedCustomers using MSD On Premises CRM instances Customers using Dynamics 2011, Dynamics 2013, or Dynamics 2015Customers with Salesfo

Issue DescriptionNaming conventions of email in email performance reportIssue Resolution Email reports will use an email's full label including the program it exists in. Although asset names cannot duplicate within Programs, they can be duplicated within the whole Instance and Email Performance Reports have access to emails from an entire instance.For example if you had two newsletter programs, both with an email named "October Newsletter" the full program name can help differentiate between the two.NL-2018-10-Technology Program.October NewsletterNL-2018-10-Industry Program.October NewsletterThe email report will always display with the full email name including the program it was created in to avoid this confusion. Even within a specific Program Report, you can access all emails within the Instance.

Issue DescriptionDuplicate records were sent an email from an Email Program. Issue Resolution While Marketo prevents sending emails to duplicate records (i.e. same email address) via the same smart campaign, it is possible to send an email to duplicate record when there is A/B test configured for the email program. Specifically, one record can be sent an email from the test sample size while the duplicate record can be sent the email from the winner sample size [see For example, if there are two records for "mary@mail.com" in the audience, Mary can be sent two emails as follows:One record can be sent the email by qualifying for receiving the test from the sample size of the A/B testThe other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B testNote: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario.To p

Issue DescriptionExample: Person A was sent an email from Marketo, clicked on a tracked link in an Email to a tracked web page, but the web page activity was recorded on Person BIssue ResolutionThis can happen if Person A and Person B are sharing a computer.  Prior to Person A clicking on the track link in the email to redirect to the tracked web page, Person B was already 'cookied' as a known lead on the same computer and web browser. In Marketo, once a lead becomes known, cookied and tracked on a web browser, any tracked web activities on that browser will be associated to the first cookied lead until the cookie is expired or deleted. Note: to confirm that Person A and Person B are using the same computer and web browser, you can check the details of the most recent web activities and compare if their User Agent and Client IP address is the same.

Issue DescriptionYou have created a Smart List with a filter for a date type field and you are using the constraints either “before” or “on or before” a particular date. However, records with empty value on those field get qualified. Issue Resolution When you create a Smart List using a date field filter (e.g., Date of Birth, SFDC Created Date) and use the “before” or “on or before” constraints, the Smart List will also include people who have no value in said date field. This is an expected behavior as  by default Null value is treated as a timestamp with a default value (e.g Jan 1 1900). This is similar to a token having default value and this is also mentioned as a caution within our knowledge base document over here.The work around is to use an addition filter or to make sure that the date value is populated for all the records. You can learn the importance of date stamping in this Champion blog post.

Issue DescriptionCustomers based in our Sydney datacenter experienced a service issue which caused an intermittent disruption in email sends beginning 10:30 AM AEST local time on November 12, 2018. This issue was resolved at 1:00 pm AEST and all emails are now sending normally. No customers outside of the Sydney datacenter were impacted.During the impacted time frame, some email sends were lost and will not be delivered. The issue occurred intermittently during the affected time, so some emails were sent successfully, while others were not.This documentation provides details on how to identify the impacted lead records.Identifying Affected LeadsSymptomsAll lead records that were sent emails during the impacted time will show an "Email Sent" activity (as per normal behavior)Leads that were not impacted and successfully had emails sent will show the corresponding "Email Delivered" or "Email Bounced" activities (as per normal behavior)However, the impacted leads that emails did not send t

It's one of the most common calls we get in Support - "This lead should have qualified for this campaign, but it didn't. Why?"  Here's how we go about answering this question, and you can do it too.   Did the lead actually qualify? Sometimes the leads do qualify for the campaign but don't go through the flow.  One quick way to check this is to look at the campaign membership.  If the lead qualified, it will become a member of the Smart Campaign, even if it doesn't go through the flow. Has the lead gone through the flow before?  We can check this in the campaign results. If it has, we need to see if the campaign allows the leads to go through the flow more than once. If the campaign is set up to allow leads to run through the flow multiple times, then we need to proceed with troubleshooting. But if it is not, we have our answer - the lead didn't go through the campaign because it had done so previously and couldn't go through again.   Did the trigger

Issue DescriptionIn an attempt to approve an email, a 'Not Allowed' error message is being displayed with the following details:{{lead.Email Address}} : Token key not foundIssue Resolution Check that token syntax is correctly inserted with no missing left or right 'curly' brackets '{{' '}}'Check that the field name of the token does not have any incorrect spelling (e.g. Email Address)If the token syntax is correct and the field name of the token is spelled correctly, it is possible that the field name of the token contains a Unicode non-breaking space (e.g. between 'Email' and 'Address'). This would have been inserted if it was copied across from a platform that was encoded with Unicode (e.g. Microsoft Word) - To rectify this, delete the space in the token and re-insert it with a normal space using the spacebar on the keyboard. Once this is corrected, the email approval should work.

We have enhanced the behavior of the unsubscribe functionality to make it “durable”.  We have added a master email status, which is separate from the unsubscribe flag visible on the lead detail record. If the unsubscribe flag is set from false to true, the master email status is updated, and the change is propagated to other leads with the same email address.Update the Unsubscribe flag from True to False (e.g. Re-subscribe a lead) When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import.Here are the ways a lead can be re-subscribed:1.   In SFDC, uncheck the Email Opt Out field.  This WILL sync to Marketo.2.   Manually update the lead detail record by un-checking the unsubscribe flag3.   Run a Change Data Value Flow Action on one or many leadsa.  Select the attribute “unsubscribe” and set the value to False  4.   Update an existing lead via API5.   Form Field – set a field on a for

Issue DescriptionChange Lead Owner reason shows "Synched from salesforce.com - fixup Lead Owner."Issue Resolution The "synched from salesforce.com fixup lead owner" activity means the lead owner was switched within SFDC, often times through auto-assignment rules.The phrase "fixup Lead Owner" is what Marketo records when it is taking the Owner ID being passed from Salesforce and translating it into the Lead Owner values (First Name, Last Name, Email Address, etc) to populate into Marketo.

Included in this article OverviewMarketo uses a set of fields to capture certain kinds of marketing related information. If you would like this data in Salesforce, please follow the instructions below. Create three custom fields in Salesforce on the lead and contact objects: Lead Score, Acquisition Program, and Acquisition Date. Map these custom fields between leads and contacts so that on conversion in Salesforce, the values carry over.You can create other additional fields, if necessary (see the table below).All of these custom fields are optional and are not required to sync Marketo and Salesforce. As a best practice, we recommend that you do create fields for Lead Score, Acquisition Program, and Acquisition Date.Add Marketo Fields to SalesforceAdd three custom fields on the lead and contact objects in Salesforce listed above. If you want to add more, see the table of available fields at the end of this section.Perform the following steps for each of the three custom fields to add t

SummaryCustomers based in our San Jose datacenter experienced a service issue causing an interruption in email sends beginning on Tuesday, September 11, 2018. No customers outside of the San Jose datacenter were impacted. This issue has been mitigated and emails are now sending properly.During the impacted timeframe, some email sends were lost and will not be delivered. This documentation is for customers based in the San Jose datacenter and provides details on how to identify the impacted campaigns.We sincerely apologize for this issue and are committed to helping our customers identify impacted campaigns and ensuring proper safeguards are put in place.ImpactDuring the recovery process, we reinitialized the Active Message Queue (AMQ), which is used to process emails during the sending process.The restarts of the AMQ had the following impact:Emails sent by Trigger campaigns during this timeframe (and those waiting in queue beforehand) could not be processed and were lost.Emails that we

概要弊社サンノゼデータセンターの一部のお客様環境におきまして、日本時間の2018年9月12日(水)よりメール送信が遅延または中断されるサービス障害が発生いたしました。 サンノゼデータセンター以外のお客様環境には影響はありません。この障害は既に解消されており、現在ではメール送信は正常に機能しておりますこのメール送信遅延障害からの復旧作業中に送信されたメールの一部が消失し、配信されませんでした。この文書はサンノゼデータセンターのお客様にこの障害によって影響のあったキャンペーンを特定する方法を詳細にご案内するためのものです。お客様には多大なるご迷惑をおかけいたしましたことを深くお詫び申し上げます。私共は今回の障害が非常に重大な問題であると認識し、影響のあったキャンペーンの特定を支援させていただくと共に今後同様の問題の発生がないよう回避策を講じる所存です。影響このメール送信遅延障害の復旧作業の間にメール送信処理中に使用されるアクティブメッセージキューサービス (AMQ: Active Message Queue) の再初期化を行いました。このAMQのリスタート時にキューで待機していたメールが消失しました:トリガーキャンペーンによって送信され、AMQで待機していたメールは処理されないまま、消失しました。リスタート時もしくはその直前にバッチキャンペーンによって送信されたメールはリードのアクティビティとして「メールの送信」は記録されますが、「配信済みメール」が記録されない場合があります。現象は以下の2つのパターンとなります:一部のバッチキャンペーンはすべての対象リードのメールが送信済みとなりますが、配信済みが0となります。この場合、メールは一切配信されません。それ以外のバッチキャンペーンではメールは送信済みで、かつ配信済みとなっているものとそうでない(配信済みが記録されない)ものが混在している状態となります。このように少しでも配信済みが記録されている場合はそのキャンペーンのメールはすべて正常に配信されています。 障害発生日時メール送信の遅延が日本時間の2018年9月12日(水)の早朝(深夜帯)から発生し始めました。AMQの再初期化によってメールが消失し、配信されなかった時間帯は以下の通りです: 2018年9月12日(水) 4:30AM - 5:00AM JST2018年9月13

Issue DescriptionConsider a scenario where you wanted to setup a campaign flow in such a way that their program status needs to be changed as “Influenced” if they are currently not a member of that program and the default choice is “do nothing” as seen in the below screenshot. However, you will be able to see that for records who isn’t member of program is getting assigned with default choice and not with the choice 1.Issue ResolutionThe flow step will change the program status to influenced only if they are member of program and have the status anything apart from "No show", if not default choice will be selected. The flow-step will not add the lead to the program and then change the program status when "Add choice" is used in the "Change program status" flow step. If there inst a choice added as shown in the below image, then the person will also be made a member of the program if they weren't already.Who This Solution Applies To

Question:Can I add an attachment to a Marketo Email?Answer:Marketo does not support attachments at this time. As an alternative, you can host your file in Marketo and add a link to the file in your email.Add Images and Files to MarketoFind the URL of a File Hosted in Marketo

Included in this articleOverviewMarketo's Live Chat offers a great way to get the help you need. Chat live with Marketo experts and we’ll answer your questions, point you to detailed support resources, or open a support case. Our Live Chat Support feature is a convenient way to connect with us.Live Chat AvailabilityMarketo Live Chat is available around the clock during the week on a 24x5 schedule, excluding regional holidays. Access to Live Chat depends on your support level as shown below:OnlineBusinessPremierEliteSupport PortalXXXXLive ChatXXXXPhoneXXXStarting a Live Chat SessionYour Authorized Support Contacts can start a Live Chat session by visiting the Support Portal at support.marketo.com. Locate and click the Live Chat link or button to initiate a chat session. If you do not see this panel in the Support Portal, you may not be an Authorized Support Contact. Please contact your Marketo admin to manage your authorized contacts.Where to Locate the Live Chat ButtonThe live chat opt

Overview Beginning August 15, 2018, Marketo will implement a new policy for the retention of marketing activity data. Under this policy, Lead Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and certain high-volume activity data will be retained for a rolling period of 90 days past the activity date. Beyond these retention periods, this data will not be available.   This change in retention will enable Marketo to continue to meet the performance demands of its customer base while providing clear expectations for data retention across the platform.   Customers who wish to export marketing activities that are older than 25 months or high-volume activities that are older than 90 days should do so before August 15, 2018. After this date, Marketo will apply the new retention policy and the older data will no longer be available.     Summary of Changes There are three components to the data retention policy: a retention

Included in this articleOverview Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account.BenefitsEach team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience. Your TeamBethany Sweet, Senior Technical Support Enginee

Issue DescriptionYou tried to send a test email through Tout but it is saying that you need to set up an SMTP server.  The email identity set-up has the Tout servers enabled in my account.Issue Resolution We no longer offer ToutApp Default delivery channel. Customers can either use office365, gmail, or a custom delivery channel. The easiest way is to connect to their gmail account and use gmail as the delivery channel. Here are some docs that will help with set up as well as basic information around smtp servers & delivery channels:docs.marketo.com/display/DOCS/Setting+up+Your+Delivery+Channeldocs.marketo.com/display/DOCS/Verify+Your+Emaildocs.marketo.com/display/DOCS/Setting+up+an+SMTP+ServerWho This Solution Applies To ToutApp Customers