Product Communities

IssueYou are unable to log into Marketo because you need to be authorized on your device. SolutionMarketo tracks authorized devices by IP. If you are logging in from a different network, such as a home or hotel network, your IP will be different and you may need to authorize or re-authorize your device. Also, some networks assign IPs dynamically, so even if you are logging in from a location and device you have used before, the IP address may have changed and you would need to re-authorize the device. You should receive an email with a code that allows you to authorize and log in. If for some reason you are not able to do so, please contact support and we can authorize your device for you. Another option would be to disable the IP restrictions in the Admin panel: Admin > Login Settings > Edit IP Restrictions.    

IssueYou have two reports that report on the same asset, but they show different results. SolutionFirst, check the Setup and Smart Lists for both reports to confirm that they cover the same time frame and group of leads. If the Setup and Smart Lists for the two reports are the same, the data on one of the reports could be from a cached version of the report. Unlike Smart Lists, reports do not re-run every time they are opened, so a report may not be showing the most recent information. Click the refresh button at the bottom of the report to make sure you have the current results. Reports can be refreshed and reflect the most current data in three ways. If you click on the double arrow button in the lower left hand corner of the report this will refresh the data on the report. If you make a change to the reporting criteria such as reporting data range or by adding a smart list this will refresh the data on the report. A subscription is run - when the subscription runs this will refr

IssueYour SFDC Campaign is synced to a Marketo Program but leads that are added to the SFDC Campaign are not showing up as members of the Marketo Program. SolutionTake the following steps to troubleshoot this issue: Log into Salesforce using the Marketo Sync credentials.Confirm that the SFDC Campaign is visible to the Marketo Sync user. If it is not visible, this will cause the sync to fail.Confirm the members of the SFDC Campaign are visible to the Marketo Sync user. Marketo cannot sync leads it cannot see.Compare the member statuses of the SFDC Campaign to the statuses of the Marketo Program. The sync will only work for statuses that match exactly. For example, if the statuses for your SFDC Campaign are InvitedRegisteredAttended but the statuses for your Marketo Program are InvitedAttended then none of the leads in SFDC with a campaign status of "Registered" will be added to the membership of the Marketo Program. To resolve this, make sure that all statuses match between the c

IssueYou see email clicks in a lead's activity history but no corresponding web page visits to the Munchkin-tracked page. The clicks happen immediately upon delivery of the email, or sometimes even before the delivery is logged. SolutionIssue Resolution This is usually caused by email security software on the receiving email server. The security software tests the links to make sure they are not malicious and this causes Marketo to log a click activity for the email. Because the security software does not actually open the web page in the browser, there is no web page visit logged.   Your emails are more likely to be link tested if your sender reputation is low. For more information on link testing, see the following documents. Understanding a Spike in Click Activity Cracking the Inbox Code: Barracuda    

IssueWebinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login.     SolutionMarketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration. Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service.  Create the integration user in the webinar provider and complete the integrationRe-enable SSO for your webinar service after the webinar is over.   Who This Solution Applies To Clients leveraging SSO for Launchpoint services    

IssueAttempting to use Champion/Challenger tests in nested programs within engagement programs fails to run test. SolutionChampion/Challenger email tests must be inserted directly within the email stream as an asset. The testing functionality is based on being triggered which is the process of a stream content cast. When the email is nested in a smart campaign within a program, this campaign executes as a batch campaign and will see inconsistent behavior for Champion/Challenger testing.  

IssueYou are trying to export a list of leads from Marketo, some of the records on the list are not being exported. SolutionThere is a limit when exporting records from Marketo, and it's a file size limit. You are only able to export a certain amount of data. The amount of data being exported is dependent on how many visible fields are represented in the List Columns (controlled by the View), and of course how many records are in the list. If you try to export 10K records with 5 field columns in the list view, this would be less data to export than if you tried exporting 10K records with 50 field columns in the list view. If the list of leads is too large to export in one go, you'll have to break down into multiple smaller lists. You can create smart lists to export, and these smart lists could be separated with First Name 'starts with' "a" and export that list. Then make another smart, First Name 'starts with' "b" and export that list. Etc. You could do this 26 times, or

IssueYou receive a notification that the Marketo/SFDC sync has failed due to " Invalid username, password, security token; or user locked out." On the Salesforce side, you see the error "Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN} and message: {cannot log in from current domain}" SolutionTake the following steps to troubleshoot this issue: Confirm that the username and password are correct by using them to log into Salesforce.Check to make sure the Marketo IPs are on the Salesforce general whitelist.Check the Marketo sync user's profile in Salesforce and make sure the "Login IPs" include the IPs for your Marketo instance. The complete list of IP ranges is:   199.15.212.0/23199.15.214.0/23192.28.144.0/23192.28.146.0/23192.28.148.0/23192.28.150.0/23192.28.152.0/21192.28.160.0/19185.28.196.0/22103.237.104.0/23103.237.106.0/23     Who This Solution Applies To Customers integrated with Salesforce using IP restrictions

IssueWhen you send an email that was cloned from a previous campaign and updated, the sent email shows the old content rather than the new content. SolutionThis can be caused by Dynamic Content in the email.  If you clone an email with Dynamic Content but only update the default content, then the old content will be sent to leads who are not part of the default segmentation.  Open the email in the editor and see what email elements are displayed in the Dynamic tab.     Check the different segments in the editor and see which ones have the old content. You can update the dynamic content for each segment or simply make the content static, which will make the email use the default content for all leads.    

IssueYou are unable to abort a triggered Smart Campaign currently in progress.  SolutionThe "Abort Campaign" function only works for batch campaigns. To stop leads from going through the flow of a triggered campaign, do the following:  Deactivate the trigger campaign in the Schedule tab. This will prevent new leads from entering the campaign flow steps. It will not stop leads that have already entered from continuing through the flow.Use a "Remove from Flow" step to remove existing campaign members from the flow. This can be done a few different ways. View Campaign Members > Select All > Lead Actions > Special > Remove from FlowIf the leads are in a Wait Step, you can add a Remove From Flow step after the Wait Step in the trigger campaignCreate a small batch campaign with a "Member of Smart Campaign" Smart List filter and a "Remove from Flow" flow step that specifies the trigger campaign you want to remove them from.  

IssueYou have a field on the Contact, or Account object that is visible to the Marketo Sync user, but updates to that field are not being passed to the record in Marketo. The field is not a lookup or formula field, and the matching field on the Lead object does sync.     SolutionIssue ResolutionCertain fields in Salesforce are ignored by the Marketo/SFDC sync. Ignored fields are listed by object below. ALL: CreatedByIdLastActivityDateLastModifiedDateLastModifiedByIdMasterRecordIdSystemModstamp   ACCOUNT: FaxOwnershipRatingShippingCityShippingCountryShippingPostalCodeShippingStateShippingStreetTickerSymbol     CONTACT: NameAssistantNameAssistantPhoneHomePhoneLastCURequestDateLastCUUpdateDateMailingCityMailingCountryMailingPostalCodeMailingStateMailingStreetOtherCityOtherCountryOtherPhoneOtherPostalCodeOtherStateOtherStreetReportsToId   Who This Solution Applies To Customers with Salesforce integrations    

IssueThe Engagement Program has no engagement score more than 72 hours after the Engagement Program cast.   SolutionFirst, make sure that is has been more than 72 hours since the Engagement Program cast, since it takes some time for the engagement score to update. If you are using child programs in the Engagement Program stream, check the individual programs to see if leads have achieved a Success status in those programs. When programs are used as content in streams, the engagement score is based on program membership and success status, not email interaction (clicks, opens, unsubscribes). Also, if there are any campaigns in the child program that contain wait steps, the Engagement Score will not populate until the campaign is complete. docs.marketo.com/display/public/DOCS/Understanding+the+Engagement+Score    

IssueNone of the default Interesting Moment Types (Web, Milestone, Email) fit the description you would like. Here's how to create you own interesting moment type. SolutionIssue ResolutionYou can simply type in what you would like the type of the Interesting Moment to be instead of choosing one of the options in the drop down.    

IssueA lead has an Unsubscribe activity logged in their activity history, but they continue to receive emails after the Unsubscribe.     SolutionAn Unsubscribe activity is logged when the lead clicks the system Unsubscribe link embedded in a Marketo email.  However, if that link takes them to a Preference Center that allows them to select from multiple options, they may not choose the full unsubscribe option and may continue to receive selected emails.   To confirm if this is the case, find the Unsubscribe activity in their activity log and double-click on the activity to open it. This will show you the choices they selected in the email preferences form.  In the example below, the lead did not fully unsubscribe, they only chose to unsubscribe from specific content. Since they did not choose the global unsubscribe, they will continue to receive some emails.    

IssueIf an email has been sent and then the name of either the asset or the sending campaign has then been changed afterwards, the reporting information will not reflect the updated name of the email asset.     SolutionThis behavior is expected as the activity that was written with the original name was on the lead level and not the level of the asset. If one email is selected within an email link performance report this will break out the activity into two different rows as the activities still retain the original name and are listed separately from the new name.  

IssueGeneral recommendations for managing and improving deliverability to China.     SolutionIf you are looking for general recommendations around delivering to China, here are some resources both from our Community and external sources. Navigating email delivery into ChinaGolden Shield Project overviewSampi China Email Marketing and Chinese Anti-Spam Laws SummaryEnglish language version of the Measures for Administration of Email Service on InternetLehman, Lee & Xu English language version of the Measures for the Administration of Internet E-mail Services 2006

IssueSearch engines index all pages, but you want to exclude some pages from the index and allow others.     SolutionTo prevent most search engine web crawlers from indexing a page on your site, place the following meta tag into the <head> section of your page (copy the bolded print): <meta name="robots" content="noindex">   To prevent only Google web crawlers from indexing a page: <meta name="googlebot" content="noindex">   You can also add the following after the content="noindex to stop links from being crawled on a page: , nofollow" Example use: <META NAME="ROBOTS" CONTENT="NOINDEX, NOFOLLOW"> Using "nofollow" means the crawler will not crawl the links on the page while the "noindex" will only block the page from being indexed.   Within Marketo this can be applied on a template basis and then on any pages using said template will not be indexed. You can also ask support to set your Images and Files Directory in Design

Issue You want to set up a DKIM key on one of your domains or subdomains, but another service has a DKIM key already set up on the selector/domain combo.   Solution Beginning October 2023, Marketo has upgraded it's DKIM feature to allow for a Custom Selector for DKIM Keys.  Most Users will be able to utilize the prior default selector, m1, as their DKIM Key.  However, if another integration is already utilizing the m1 selector, a custom value can be used. Common ones seen are "m2", "a1", "mkto", etc. It can be longer, but shorter is generally better  Afterwards, you'll be able to validate DKIM  as detailed in documentation: docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature  

IssueMarketo Forms embedded on non-Marketo web page do not show up when using Firefox private browsing.  SolutionMarketo forms and Munchkin tracking are inserted into non-Marketo pages via Javascript. If the browser privacy settings block the script from executing, Marketo forms and tracking will not work.  Marketo is not able to override a customer's browser security settings.The alternatives are as follows: Create a non-Marketo form on the web pageUse a backend form submission to push the info in the form into Marketo. Instructions for doing so can be found here: developers.marketo.com/blog/make-a-marketo-form-submission-in-the-background/  

IssueThere is a noticeable delay between when campaign is run and affected person records are updated and activity records are written to.  SolutionCheck the Campaign Queue.  If the affected campaign is backlogged in the queue, the only resolution is to wait for higher priority jobs to clear.  To check the Campaign Queue go into the Marketing Activities tile and click on the Campaign Queue Tab.  Campaign queue is read only and cannot be reordered.Plan accordingly with very large campaigns to give time to process during off hours or slow times.  

IssueAfter setting up SSL on a Marketo instance, some landing pages give a mixed content security warning.  SolutionThis is usually caused by elements on the page that use "http" rather than "https" in the resource URL. To find the element, do the following: Open the landing page in the browserRight click on the page and select View Source from the menuWhen the source code is displayed, use "Ctrl+F" to find anything using "http" in the resource URLMake a note of the elements you findOpen the Landing Page in the Landing Page editor and find the elementEdit the HTML for the element by clicking on the "HTML" icon in the toolbarChange the "http" in the HTML to "https"

IssueAfter clicking on a link within a sent email, link gets a 404 redirect error instead of going to the expected landing page. However when clicking to that link within the Marketo Email Editor it goes to the expected landing page without error.  SolutionThis happens when the tracking link domain name is pointing to the wrong Canonical Name (CNAME).  The reason it works in the previewer is that the previewer does not use tracking links. Run a CNAME lookup on a tool like mxtoolbox.com.Take note of the Canonical NameDouble check that it is the same as the "Tracking Link" found under Admin/Email/Tracking Link. If the CNAMES are not the same you will need to work with your IT team to modify them. Once this has been modified and propagates through the web (24 hours or so) tracking links should work.

IssueMarketo forms that are embedded on external web pages see loading errors. Examples of this could be that the fields load with delay, or once submitted the form lags before moving to a follow up page.     SolutionTwo things to check: Is there custom CSS in your form?Is the embed code on your form customized?   Isolate the cause You can isolate the root of the lag by testing your form on a Marketo Landing Page   1. Locate the embedded form with in your instance 2. Build a landing page to test the form: Landing Page with a Form 3. Place your form on the new testing landing page, approve the page and close it. 4. Load the Landing Page using the URL   If the form loads with no delay, the issue lies with the embed code used to push the form onto the external page. Please work with your custom developer to find a resolution.   If the form is loading with a delay (and there is custom CSS):   1. Clone your form 2. Remove any custom CSS

IssueWebinar attendance still has not updated 24 hours after webinar was completed. SolutionSometimes Webinar providers can fail to update attendance to Marketo. To refresh the attendance information do the following:  Open the Webinar ProgramGo to Event Actions -> Refresh from webinar provider If this does not resolve the issue, please contact Support.

IssueClicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email. SolutionThis can occur if there are no editable sections in the email asset. By default, Marketo automatically copies the text content of any Rich Text element that’s in your email over to the Text version.Marketo defines a Rich Text element inside of an email template as a section using either mktEditable or mktoText classes. If the email's HTML does not contain either class, then no content would automatically be copied over. Here is additional documentation related to Email Text Versions: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.