Product Communities

IssueYou want to see how many of your customers are viewing your emails in preview or without downloading images. SolutionMarketo tracks email opens by embedding a single pixel image in tracked emails.  When the image is downloaded, Marketo tracks the open activity, but people who do not download this image are still able to read and click on your emails.  If you want to get an idea of how many people are doing this, the suggestion below can give you a general idea of the number 1. Create a smart list that checks: - email was delivered - email was opened - a link in the email was clicked   2. Create another smart list that checks: - email was delivered - a link in the email was clicked - email was not opened By comparing the two lists, you will see which of your leads have blocked the images. More accurate results about email activity can be found by creating an email performance report: https://docs.marketo.com/display/public/DOCS/Email+Performance+R

IssueHow to change or edit the Display Name of a Launchpoint service. SolutionTo change the installed service name, follow the below steps: 1. Go to Admin > Launchpoint 2. Select the service Under Installed services. 3. Go to Service Actions and click on "Edit Service" 4. Enter the name you would like to change in the space provided for "Display name" and click Save.

IssueYou receive the following error: "Ouch! 500 Error Something went wrong. We monitor this sort of thing, but if you are an authorized support contact, you should create a support ticket."       SolutionThis can happen because of temporary network issues. Try out the following troubleshooting steps. 1. Clear Browser Cache 2. Try a different browser 3. Try a different device 4. Try a different internet connect (Hotspot/Tether from mobile) If you still have any issue after trying all these steps, please contact Marketo Support for further assistance.

IssueWhat is the difference between mktNoTrack and  mktNoTok? SolutionAdding the mktNoTrack class to an email link tells Marketo not to add a tracking link to the URL. Without the tracking link, the recipient is not redirected through the tracking server before going to the target URL. Use this when you specifically don't want to track Clicked Link in Email events in the Marketo database. Adding the mktNoTok class to an email link tells Marketo not to add the _mkt_tok parameter to the target link.  Used when the target link does not behave properly, for example, a mailto: link that should not have extraneous URL info or a static file that won't download when there are query parameters. The click activity will still be tracked, but the associated lead info will not be carried onto the page for use in functions such as form prefill.

IssueOpening MSI Best Bets is showing very old Last Interesting Moments. SolutionMSI Best Bets is designed to show the "hottest" leads, so this means that even though these activities of the last interesting moment happened so long ago, their combination stars and flames makes them a hot lead to focus on. We recommend that you search for these records within the database and inspect the Lead Activity Log. You just might find a sync error that has been occurring for some time. If a record cannot sync, it cannot update so therefore the Stars and Flames will be stuck at a high engagement. If you resolve the sync error, the next time the sync occurs the MSI Stars and Flames will be readdressed, and more updated records will be shown.      

IssueA field value in Marketo is changed to "null" by the SFDC sync, but when you check the field on the Salesforce side, no change has been made.       SolutionIt seems that there were differing values between integrated fields in SFDC and Marketo. The specific fields in Marketo had a value that was not present in the SFDC picklist fields. Reason why this happens: Fields are being nulled out on the Marketo side was because updates were made to these records on the SFDC side, making the most current version of the record which lead to these fields being nulled out on Marketo's end. Troubleshooting: Review First - If there is an alert setup for tracking these changes, this can be caught by finding a "Failed: no more information" error in the Activity Log of the leads. After this first "Failed: no more information" error, the Contact record in SFDC and the Person record in Marketo were no longer able to sync until the picklist value present in Marketo was added bac

IssueYou want to use Slack with webhooks to be able to customize the integration a bit more than using it as a Launchpoint service. SolutionWe will assume you have already created your App within the Slack API page  we will cover everything after that here. 1) Make sure you are logged in so you can access your App through the Slack API page. 2) Select your App: 3) From here you will want to select the "Incoming Webhooks" from underneath "Features": 4) Use the on/off toggle to the right of the title "Activate Incoming Webhooks"   5) Select the "Add New Webhook to Workspace" button to create a new URL that we will use for our webhook within Marketo: 6) Select where you want to post, either at a specific user or channel:   7) Now we are directed back to the page we were one, hit the copy button next to the Webhook URL to copy the URL as we will need it for a later step. 😎 Login to your Marketo instance and navigate to the Admin section. 9) Sele

IssueIs it possible to delete Interesting Moments? SolutionInteresting Moments cannot be deleted or updated. You can upvote the idea here: https://nation.marketo.com/ideas/1103    

IssueUsing a random sample rule causes the smart list to update each time. Is there a way to freeze or cache this list so it doesn't update later? SolutionCreate a static list(or set of lists) and use a Smart Campaign and Add to List flow step with random sample choices to distribute the set of leads.  You can then reuse the static list(s) as many times as you want.    

IssueIs to possible to set up a distribution list (for internal employees) in Marketo? SolutionThere is no such feature called "Distribution list" in Marketo. An email can be sent to people only of they are part of your lead database. Alternate Workaround: You can create a excel sheet for your internal employees with their email addresses and import them into a Marketo static list.  You can refer this list in your smart campaign whenever you would need to send a communication email. Note: Mark the email you send as "Operational" to ensure that it reaches all the people in the imported list.    

IssueA webhook that looks to be structured the same as other functioning webhooks is failing with HTTP Error 400: Bad URL request. SolutionA 400 error message usually means that the request was malformed. In other words, the data stream sent by the client to the server wasn't formatted in the exact way required by the receiving service.  You will need to work with the service you are trying to reach to figure out the exact cause of the error with the webhook.

IssueWhen you use the "Add to SFDC Campaign" flow step, and the lead isn't already in SFDC, this step will sync the lead to SFDC, and you want to know which assignment rules will be applied.   SolutionThe SFDC auto-assignment rule will be used. To explain this further, if for some reason you don't have lead assignment rules firing properly in Salesforce, it will be assigned to what is called the "Default Lead Owner" in Salesforce. It's not just "Add to Salesforce Campaign" that uses what is called "implied Salesforce actions". All of the following flow steps will sync the lead to Salesforce first before running the flow step if the person is not already synced to Salesforce: Add to Salesforce CampaignChange Status in Salesforce Campaign (this will sync them AND add them to the campaign first)Change OwnerConvert PersonCreate Task      

IssueYou would like to customize Forward to a Friend emails to add personalized content. SolutionYou can in fact customize the look and feel of the Forward to Friend form using a combo of Velocity and JavaScript. This article describes how: http://blog.teknkl.com/building-a-better-forward-to-friend-with-velocity/  

IssueThere are two filters available (Acquisition Program and Acquisition Program Name), but only Acquisition Program Name appears in the lead record and is available as a column in the lead views.  What is the difference between these? SolutionAcquisition Program is a system-managed field. It isn't available in many picklists, nor in certain filters. Acquisition Program Name is a field that allows you to use this data more freely as it is not locked by the system. Acquisition Program = Master naming for programs Acquisition Program Name = Friendly usable name    

IssueA Smart List created to track Opened Email activity does not match the Opened count on an Email Performance report  SolutionSmart Lists specifically track "Open Email" activities in the activity log. "Open Email" is logged when a single-pixel tracking image is downloaded into the email, but some email clients do not download images by default, so it is technically possible for an email to record a clicked link activity without logging an open.  Email Performance Reports have a backfill logic to compensate for this. Rule #1:  Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending.Rule #2:  If the email record shows Opened, then it is counted as Delivered.Rule #3:  If the email record shows Clicked Email or Unsubscribed, then it is Opened and therefore counted as Delivered.Rule #4:  If the email is Opened, then bounces are ignored. If the email has not been opened, Hard Bounced "wins

IssueIs there a way to make a landing page only accessible through a form? In other words, if someone gets to the thank you page and then forwards that URL along, you don't want the next person to be able to access it without filling out the form first.     SolutionMarketo does not currently have functionality that can support this Use Case. If a Landing Page is approved, it's published on the web and if anyone has the URL then they can visit the page. That being said, perhaps there is some custom implementation that you can have a developer create. Here are two possible approaches: Custom coding that would look at the previous page of the visit; when accessing the Thank You page, if the Referrer is not the page with the form, then reject access or redirect it to display the page with the form Have the page submission pass along some kind indicator (URL Parameter) so that a reroute logic (on the thank you page) would run on that page all the time except when that indica

IssueYou need to mass update Salesforce records to get them to sync into Marketo. SolutionUse the Salesforce provided Data Loader! This is a tool Salesforce provides for such occasions. Here's an article from Salesforce with more information. For any questions regarding this tool, please seek your Salesforce Admin or Salesforce Support as they will be the best resource to answer those questions! https://developer.salesforce.com/tools/data-loader

IssueLeads in a GoToWebinar event program have a "registration error" status. SolutionIf this is affecting all new leads registering for the webinar: This is caused by Marketo losing connection with the GoToWebinar service.  To resolve this Go to Admin > Launchpoint.Open the GoToWebinar service.Re-enter your GoToWebinar credentials. Once this is done, you can go back to the webinar program and change the status of the affected leads from "Registration Error" to "Registered."If this is affecting only specific leads registering for the webinar: Check the name, email, company, and job title fields for any special characters. GoToWebinar often doesn't allow special characters and will throw an error. 

IssueLinks sent to a customer using AppleMail are not rendering properly. SolutionThis issue is cause when there is no protocol assigned to a link so AppleMail appends applewebdata:// to the beginning of the url instead of or The work-around for this is to include the protocol in the link. If there's no protocol (e.g. ) then the rendering engine will insert applewebdata:// as the protocol for any links.    

IssueHow to confirm ZoomInfo integration is working with Marketo.   SolutionFirst, follow the installation guide: help.zoominfo.com/18441-formcomplete/installation-guide#product-overview To check if its working: Go to Marketing Activities.Navigate to the folder and then click on the Smart Campaign that runs your Form Complete.From the Smart Campaign, click the top navigation menu item, “Results”.Find the most recent “Call Webhook” activity type and double click it.The Activity Details window will pop-up (check your pop-up blocker if it does not).   Inside this window will be what you need to diagnose most problems. The easiest way to know if it worked or did not is that the Response Code should read: 200. This means it was successful in terms of sending and receiving the response in a way that the API accepted it. Anything other than 200 you should lookup with a Google search and investigate. Finally, go to the Lead  Database, and in the quick find search for the

IssueThere is a DMARC policy bounce in ToutApp for Gmail email addresses.     SolutionThis is due to a DMARC policy on your organization's name domain which is preventing the emails from being delivered to Gmail email addresses. Visit the Google support portal on this support.google.com/mail/answer/2451690 Have your team check your DMARC policy.      

IssueWhen testing an approved Landing Page test group, the browser is rerouted to the fallback/homepage instead. SolutionAll Test Group Assets in the section must be approved. If all assets are approved and there is still rerouting, please contact Support.

IssueYou are trying to configure Marketo and Okta for SSO, but encounter errors. Solution1. Log in to Okta and go to the admin section. 2. Click "add applications" then "create new app" (Do not use the community sourced Marketo app) 3. For platform select "web" and for signon method select "SAML 2.0" 4. Name the app "Marketo" (or any name you prefer) and upload the Marketo logo you would like to see displayed on the login tile, then click next 5. In "SAML Setttings" for the Single sign on URL you will want: login.marketo.com/saml/assertion/<YOURMUNCHKINHERE> . For the Audience URI you will want: saml.marketo.com/sp Default Relay State can be left blank. For Name ID format select "email" or "emailAddress" and for application username you will want to select email (Be sure that your Okta user email matches what is in the login field for your Marketo user within Admin > Users & Roles). Leave attribute statements unused. 6. Select finish and you should be brought to

IssueYou are following the SSO setup instructions provided by Azure to configure your IDP (https://docs.microsoft.com/en-us/azure/active-directory/active-directory-saas-marketo-tutorial). However, you are getting the error message: " Error processing SAML message. Request was ill-formed in some way. " To troubleshoot that message you are collecting the SAML assertion being passed to Marketo to identify potential issues with it (as described here: https://docs.microsoft.com/en-us/azure/active-directory/develop/active-directory-saml-debugging ). However, when trying to capture the SAML, you are not able to find any SAML in the network tracer even after arriving at the error message.   SolutionConfirm the field "Sign on URL" is empty as it is only intended to be used for service provider initiated single sign-on, which is not supported by Marketo.  Disclaimer: Marketo does not support 3rd party products such as Azure Active Directory and cannot configu

IssueYou want to add multiple values to a Smart List filter as described here: https://docs.marketo.com/display/public/DOCS/Add+Multiple+Values+to+a+Smart+List+Filter . However, when you go to do so for a field that has a type of "Text" you are not able to add multiple values. SolutionThis is expected behavior for Marketo Text fields. As a workaround, you can add the same filter to the Smart List multiple times, one for each value you want included.