Product Communities

IssueYou have Visibility Rules enabled for a field on your form, but the field is not shown or hidden as expected based on the values in the other fields.     SolutionIf you have enabled visibility rules for Field B but the field is not showing/hiding as expected when the correct value is chosen in Field A, one possibility could be the with the setup with the selected operator in the rule.  When using visibility rules for Field B, the "is" operator will use and reference the displayed values of Field A, but "contains" will use the stored values.   For example, let's say you have a visibility rule that should display the a particular field when 'Marketo Lead Management' is selected for the "Product Interest" field. The displayed value for the field (the one shown to the customer) may be "Marketo Leads Management" but the stored value for the field (the value written to the lead record) is "MLM". If you set up the visibility rule as "Product Interest is Marketo

IssueIf your IT department or a client asks for your Marketo dedicated sending IP address in order to whitelist your marketing emails, here is how you can find it.     SolutionYour Marketo instance's dedicated IP address can be found by sending yourself a live version of one of your Marketo emails, then checking the message headers for the IP address that it was sent from.  It should also be included in the original documentation that Marketo's deliverability team would have provided you when the dedicated IP was set up.  If you are unable to locate the IP address in the emails, or are unable to find your original documentation, please reach out to Marketo Support and we can look it up for you.   Who This Solution Applies To Customers with a dedicated sending IP

IssueWhile going through the steps of this doc - Create a Custom Field for CRM Discovery - step 3 asks you to choose "Named Account" as the object for the field to be created on.  Sometimes, that "Object" option is not available when creating a custom field. SolutionThe ability to select the Named Account object for a new field to be created on is a feature that must be enabled for your Marketo instance.  If you come across this issue, simply submit a support case requesting that the "ABM Custom Fields" feature be enabled in your instance.   Who This Solution Applies To Customers with Account Based Marketing    

IssueYou want to have one email address in the From field ( abc@test.com) a different email address in the Reply-To (all@test.com)? SolutionYes, you can use different email addresses in the From and Reply-To.  If the Reply-To is an email alias that sends to a group, you should confirm that email is working and able to receive email.  Please note: Automatic replies, such as out-of-office notifications will be sent to the From address, not the Reply-To.  Reply-To is only used when the person who received the email clicks the Reply button in their email client.Note :- The SMTP envelope sender typically appears as <uniqueidentifier>@*.mktomail.com. You will only receive responses of this nature if you have configured a branded sender for your subscription. While this serves as the correct destination for auto-responses, regrettably, it is frequently overlooked.    

IssueMarketo is creating duplicate Lead records when a Contact record is already synced.     SolutionThis happens when a Smart Campaign using the Sync Person to SFDC flow step qualifies a SFDC Contact record and attempts to assign the record to a Queue in Salesforce. When a SFDC Contact runs through the Sync Person to SFDC flow step, since Salesforce does not allow "Contacts" to be assigned to Lead Queues, Marketo will create an intentional duplicate "Lead" record in Salesforce and add the new Lead record to the queue. If you want to prevent this behavior in your Smart Campaigns, add the filter "SFDC Type is not Contact" to the Smart List. This will disqualify SFDC Contact records from the campaign. Another option: Add Choice options for the Sync Person to SFDC flow step and have the first choice be SFDC Type is Contact Do Nothing. This will cause SFDC Contact records to Do Nothing for the flow step but Lead or Marketo only records will process normally.    

IssueYou have a trigger campaign using the "Visits Web Page" or "Clicks Link on Web Page" triggers, and you are seeing anonymous records in the Campaign Results.     SolutionAnonymous records can trigger campaigns that use the "Visits Web Page" or "Clicks Link on Web Page" triggers.  These anonymous leads will go through the flow of the campaign.  To prevent anonymous leads from entering your Visits Web Page or Clicks Link on Web Page trigger campaigns, add the filter "Email Address is not empty" to your campaign Smart List.

IssueAn embedded Marketo form on your company website showed up in the past, but is now not showing on the page.     SolutionEmbedded forms may not show if you have mixed content on your website (meaning that your website is using HTTPS, but the embedded form from Marketo is using HTTP). To resolve this, you need to ensure the content from Marketo is also using a secure connection. You can purchase an SSL certificate to use for your Marketo forms by contacting your Customer Success Manager/Sales Account Manager.    

IssueAn update made in the CRM is taking longer than expected to sync to Marketo via the usual sync cycle. You need to avoid this for some of the data being passed between the two systems.     SolutionSome delay in the sync is expected. It all depends on the current sync status, as well as how much data is being synced.   One possible workaround  would be to use API calls to push data into Marketo immediately. To make API calls into Marketo, you'll need to do the following Create an API Only User RoleCreate an API Only UserCreate a Custom Service for Use with ReST API   From there, you will be able to create API calls from your CRM and access API endpoints with this user to make updates in Marketo.  This method can also be used to sync data between Marketo and unsupported or custom CRMs.  Note: You will need to work with a developer to create the API calls.  Marketo Support are not trained as developers, so if you need assistance creat

IssueYou need to obtain data in the fields on a Marketo Custom Object.     SolutionMarketo does not have Marketo Custom Object data export option in the UI. Smart Lists will show a list of leads with that specific attribute, and you can see custom object data on an individual Marketo record. However, using API, you or your dev team can query the Marketo database to access all values on these objects. Find out more at Custom Objects.    

Issue You are unable to add members to a secondary instance using a secondary login.  You receive an error that the email is already in use.       Solution This solution applies in the following scenario: You have two or more Marketo instances. The instances are set up so you are allowed to specify the login email address separate from the email address used to notify/invite the users.  For example, something like this: Login: login.user@domain.com Email: user@domain.com You have a user in the second instance whose email address exists in the first instance, using a different login but the same email address, like this: Login: login2.user@domain.com Email: user@domain.com When you try to do invite the user to the second instance using Universal ID, you will get an error stating that the email is already in use. To resolve this, you will need to delete the existing login for the user in the second instance (login2.user@domain.com) and instead invit

IssueUser cannot add a Field Organizer when the user does not have access to all workspaces.     SolutionUnless the user has access to all workspaces, they cannot create a field organizer because field organizers are available in all workspaces. However, the user still can access and even delete the field organizers that are created by others.   Who This Solution Applies To Instances with workspaces    

IssueExternal tracked webpages are not showing up in "Visited Webpage" or "Filled Out Form" Smart List filter. SolutionMunchkin tracked pages will not show up in Smart List filters until a known lead visits the webpage. To make sure the webpage shows up, do the following: Make sure that you have the Munchkin tracking code on those webpages.Use a test lead to visit the page and you may have to fill out a form or send an email to the lead to make sure that the lead is tracking on your machine.Check the test lead's activity history to make sure the visit is logged.Try entering the webpage in the filter again. Note :- Customizing Munchkin code can also be responsible for the same.

IssueYou want to send out an email to a group of people and break it up so that it sends in smaller batches over time.     SolutionTo break up an email send over time, you can use a Smart Campaign with Choices and Wait steps in the flow.  Example provided below. Choose the criteria you want to use to break up the send.  In the example, we use the first letter of the last name.Use a Send Email flow step with a Choice defining your first group (Last Name starts with A-F) and select the email you want to send.For the rest of the leads, use a Default choice of "Do nothing."Add a Wait step.Repeat 1-3 for the each group, separating them with Wait steps.    

IssueYou notice that new records in Marketo have the 'Website' and 'Company Name' fields populated with the domain of their email address.     SolutionThis will happened when a new lead is created by a form fill-out. If the new record is imported or created manually then this would not apply. This design decision has been a part of the code for many years where the domain of the email is used for the company name and website fields on the lead record. This feature cannot be disabled.    

IssueYou have noticed that in some Asset URLs the 9-digit Munchkin ID displays, and you would rather have something else display.     SolutionIt is possible to alter the URL and replace Munchkin ID with the Account String for your Marketo instance located in Marketo Admin > Landing Pages. The following can only be done when inserting the URL into your email or landing page HTML. There is no global setting to change this permanently. For example say you have an image asset at the URL:  na-sjst.marketo.com/rs/164-CZO-458/images/android.jpg When you insert this link in an email or landing page, you can replace the Munchkin ID with the account string of for your instance:  na-sjst.marketo.com/rs/mktosupportmybaben/images/android.jpg This link will still resolve correctly and the Munchkin ID will not be displayed.

IssueYou receive the error "Failed: cannot retrieve values for sfdc id" when trying to sync a record between Salesforce and Marketo.     SolutionYou can get this error message if the lead owner associated to the lead is not visible to the Marketo sync user. To troubleshoot this issue, do the following" Log into Salesforce using the Marketo sync user listed in Admin > SalesforceConfirm the record is visible to the Marketo sync user.Confirm the lead owner associated with the record is visible to the Marketo sync user.If the lead owner is not visible to the Marketo sync user, work with your SFDC Admin to allow the sync user to see it, or change the lead owner to something that is visible to Marketo. Once this is done, try the sync again.        

IssueYou are using a formula/look-up/reference field in Salesforce, the field is synced to Marketo, but you are not seeing updates sync from Salesforce to Marketo. SolutionWhen a SFDC formula/look-up/reference field is updated, the SysModStamp does not update. The SysModStamp is how the sync knows which record (Marketo vs SFDC) is more up to date. You can think of the formula/look-up/reference field like a window to a different value. If the value inside the window changes, that does not queue the record up to be synced. But if the record is queued up to be synced due to another update made to the record, like changing first name, then the current value inside the window will sync down to Marketo.   To avoid this delay in updating, you may wish to replace the formula or lookup field with a string field that has the appropriate value written to it by a workflow. Updates to SFDC string fields will always update the SysModStamp and queue the sync to Marketo.    

IssueYou have run a Smart Campaign with a single flow step, Change Data Value, and you do not see the entire campaign membership in the Results Tab.     Solution If the Flow step is changing an attribute to a given value ("example value"), but a lead record that qualified for the campaign already has that value ("example value") in the field, there will be no change and the record will not display in the Results tab. Since the record already has the value, Marketo will not write another change on the activity log and so the record will not show in the Results Tab.    

IssueAn anonymous lead triggers a Smart Campaign that includes a Change Program Status flow step.  Instead of adding the anonymous lead to the program, you get an error, "Cannot add an anonymous lead to a program."     SolutionAnonymous leads can not be added to programs, but they can trigger Smart Campaigns that include a Visits Web Page trigger.  If you want to capture these anonymous leads and add them to the program once they become known, add the following to your campaign. A "Lead is Created" trigger - this trigger will fire when the anonymous lead becomes known.A "Visited Web Page" filter with the specific page you are looking for. You may wish to add a Date of Activity constrain to the "Visited Web Page" filter if you do not want leads that visited the page too long ago to be added to the program.    

IssueUsing a browser with JavaScript disabled causes display and validation problems with Marketo forms.     SolutionWhen JavaScript is disabled in a browser, it can cause a couple of different behaviors. For embedded forms, the form will not load on the page because it is loaded by JavaScript. For non-embedded forms on a Marketo landing page, the form will load but it will be a bare bones version of the form that does not validate field input, because validation is handled by JavaScript. If you want to display a message to users with JavaScript disabled, you can use the “noscript” tag to display a message that prompts users to enable it in order to render the page correctly:w3schools.com/tags/tag_noscript.asp Here’s an example using that with an embedded form:<script src="//app-sjst.marketo.com/js/forms2/js/forms2.min.js"></script><form id="mktoForm_1001"></form><script>MktoForms2.loadForm("//app-sjst.marketo.com", "507-ILX-247", 1001);<

IssueThe URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning.  SolutionThis can happen if the primary domain and DNS are SSL secure, but Marketo is not.  For instance, if your primary domain is "mycompany.com" (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS.  This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure.There are two ways to resolve this: Work with your IT department to see if there is a non-SSL option for your DNS Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure. If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.     

IssueChange SFDC Campaign Status, Add to SFDC Campaign, and Sync Lead to SFDC Campaign flow steps are skipped/failed when the SFDC Campaign is synced with a Marketo Program.     SolutionWhen the Marketo Program is synced with the SFDC Campaign, Marketo Program Membership will automatically sync over status updates to Salesforce. This automatic process overrides the all SFDC Campaign-related and Sync-related flow steps and will cause them to be skipped/fail in Smart Campaigns.      

IssueYou have workspaces, and want to reference one workspace's program membership (or reference other assets) within another workspace.     SolutionThe solution to referencing across workspaces is to build a Smart List in the target workspace, share the Smart List to the destination workspace, and then reference that Smart List for cross marketing. For example, let's say that there is particular program membership that you want to access in another workspace. In that workspace, create a Smart List within a folder, and then share that folder to the destination workspace. Sharing the Smart List will allow the List to be targeted within the cross marketing campaign. Who This Solution Applies To Instances with workspaces    

IssueA lead met the trigger criteria but failed to trigger a Smart Campaign SolutionWhen a trigger campaign Smart List contains both triggers and filters, the filters criteria must be satisfied before or at the exact moment the trigger fires.  To determine whether this is the case for a particular lead: Look at the Smart List to determine what filter criteria need to be satisfied.Open the lead's activity history and see when the activity occurred that should have triggered the campaign.Go through the lead's activity history and determine when the values were set for each of the filter criteria. If one of the values was set after the trigger fired, the lead would not have qualified in time to go through the Smart Campaign.    

IssueHow days are calculated in Wait flow steps and Smart List time-frames.     SolutionMarketo considers a "day" in a Wait step or a Smart List timeframe to be 24 hours, not a calendar day.  So if a Smart Campaign hits a 1-day Wait flow step at 9:30am, it will wait until 9:30am the following day.  If a Smart List filter has a look-back timeframe of 7 days, it is specifically looking back seven 24-hour periods.