Product Communities

IssueOur organization understands that Marketo has a durable unsubscribe field. Is that the only field that is durable or are other fields like block listed, marketing suspended, etc... durable? The scenario here is if someone is deleted, then later comes back in via SFDC for example -- are other fields durable and thus, carry over to a newly created record with the same email address? SolutionThe durable unsubscribe is the only field that will persist if the lead re-enters Marketo. This is because we host that data in a separate database, whereas fields such as 'Block Listed' are hosted in your local database. (When the lead is deleted, then all data is wiped for that lead in the local database.) 

IssueAn attempt is made to add an API user to a 2nd instance and we get the error "This userid is in use. Choose another email." SolutionAPI Users are unique to an instance and cannot make use of the Universal ID feature. 

IssueMarketo Azure integration is not functioning despite having the correct configuration. SolutionOne suggestion is to remove the relay state in Microsoft Azure Single Sign-on settings. This field is not required in setting up SSO with Marketo.

SummaryDisable Require PKCE for syncing with SFDC via OAuth 2.0 IssueIf attempting to connect Marketo to Salesforce via OAuth 2.0, no authentication window is presented by Salesforce allowing for credentials to be entered, only showing "Redirect Failure" EnvironmentMarketo is not compatible with the "Proof Key for Code Exchange" authentication with Salesforce, "Require PKCE" in Salesforce Configurations SolutionDisable the "Require PKCE" checkbox in the Connected App during configuration of OAuth 2.0, prior to connecting Marketo via the Native SFDC Integration. Root CausePKCE not supported by Marketo's sync solution with Salesforce. This is documented in Adobe Experience League: Log in Using OAuth 2.0 | Adobe Marketo Engage

IssueAfter creating an Email Program with an A/B test, you create smart lists (or smart campaigns) and would like to use filters such as "Opened Email" for the A/B test email.When starting to type the A/B test email name into the smart list filter, the A/B test email name does not show as available to select (it may show a red squiggly line). SolutionThe Email Program (with the A/B test) needs to be in "Approved" status before the A/B test email assets can be entered into a smart list filter.

IssueAn email using a Velocity Script Token fails to send. EnvironmentMarketing Activities SolutionThere is a 40 custom field token limit per email. If you have Velocity script tokens present in the email and those tokens more than 40 fields, the email will fail to send. To resolve, ensure that velocity script tokens have less than 40 custom fields referenced. Root CauseThe Velocity Script Token in the email exceeds the limit of 40 Custom Fields. 

SummaryYour global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working. IssueYour global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working (emails that should be blocked can still submit) EnvironmentAdmin SolutionCheck the rule in Admin > Global Form Validation Rules and confirm that there is no '@' prepended to the email domains.The domains should look like the below:'gmail.com, outlook.com, acme.org...'Instead of:'@gmail.com, @outlook.com, @acme.org..." Root Cause'@' referenced in the domain name within the validation rule.

SummaryAdmin unsubscribe HTML is overriding unsubscribe language hard-coded into an email template IssueYou are trying to add unique unsubscribe text to a specific email asset template's code (for example: unsubscribe text in another language), but the Admin Unsubscribe HTML found in Admin > Email > Settings is overriding it.   EnvironmentDesign Studio/Admin SolutionTo implement dynamic unsubscribe text by language into an email asset, we recommend using the Segmentations and snippets, placing the {{system.unsubscribeLink}} directly into the email asset via the snippet as the presence of this system token in the email asset should override the Admin unsubscribe HTML.Make Your Unsubscribe Message Dynamic for Languages | Adobe Marketo Engage 

IssueWhen trying to reset a user's password under Marketo > Admin > Users & Roles, a popup error appears stating "Single id enabled users cannot have their passwords reset". SolutionAdmins cannot reset passwords for universal ID enabled users under Marketo > Admin > Users & Roles. The universal ID user should reset their own password themselves, by clicking on "Forgot Password" in the Marketo login page.

IssueYou encounter a "Couldn't connect to host" SFDC sync error. EnvironmentSalesforce SolutionThis is a message returned by Salesforce to Marketo indicating that for some time, Salesforce couldn't be accessed because the SFDC servers were temporarily down. This could be caused by transient SFDC Server issues/outages but is most commonly caused due to scheduled Salesforce database maintenance.When these errors occur, Marketo will continue to sync to SFDC where it last left off once the Salesforce servers are back up and running - however, this only applies to records already syncing with SFDC.If any records affected by this sync error were attempting to initially sync (through "Sync person to SFDC" flow steps, for example), then the flow steps need to be run again to push any of those records to SFDC for the first time. The global background sync works on its own and will automatically retry to sync any recently updated records (that were already previously syncing with SFDC) after t

IssueMy SFDC production instance is undergoing Instance Refresh Maintenance in SFDC. Will this impact the SFDC and Marketo sync?Salesforce Article:Help And Training Community SolutionProvided the org ID of your SFDC environment stays the same, it will remain connected to your Marketo instance.As best practice, double check with your SFDC team that all of your SFDC records will retain their unique IDs after the refresh.After the refresh occurs, double check that the Marketo connection in Marketo (under Admin > Salesforce) is intact. 

IssueYou encounter the error "XSRF Protection Mismatch: User does not have access" when trying to access a Marketo instance, or when using the instance switcher to change from 1 instance to another. Root CauseThis error can happen when you have multiple Marketo tabs open or can be due to session cookies, and the resolution is to clear cookies and re-try. If the error persists after clearing cookies, please reach out to Support.

IssueA lead shows as being a member of a campaign that had a single flow step of 'Change Data Value'. However, the lead doesn't show in the Results tab of the campaign, nor is the CDV activity logged in the activity log for the lead. SolutionThis can happen if the field to be updated was blank/null, and the new value in the CDV flow step is derived from another field, using a token, and this other field is also blank. Because the value 'changes' from blank to blank, we don't log anything in the activity log, but the lead is a member of the campaign.

If the user makes changes to the my tokens, snippets, etc during the processing of the an email that is using head start, will those changes be reflected—NoIf someone unsubscribes during the processing of the an email that is using head start, will they receive the email—YesCan you cancel a head start program once the processing of the an email that is using head start has begun—YesWhat happens to the processing data when someone cancels a program during the processing of the an email that is using head start—It is deleted (I.e. Program membership, etc.)  

SummaryFlow step choice condition for "Person was Deleted from SFDC" with 'in past' "7 days" causes campaign failure IssueThis flow step choice type causes a campaign failure because it is not supported.   This is expected behavior. SolutionCustomers have to use Member of Smart List as indirection for the desired filter condition.   i.e. Create a new Smart List with the "Deleted from SFDC" filter.  Then change this failing flow step choice to use 'Member of Smart List' with the Smart List just created.  Example flow step:

IssueMy token is not displayed correctly in view as webpage version of email. EnvironmentIf customers manually type a {{my.token}} and use uppercase M such as {{My.token}}, then the view as webpage version of email may not render that token as expected. The feature to HTML encode lead tokens (source of external data) for security reasons, applies to my tokens that incorrectly use uppercase M. HTML Encode Tokens SolutionUse the token picker to pick the correct lowercase {{my.token}}.

IssueEmail won't be approved due to too many custom tokens SolutionSometimes when approving an email with a large number of of tokens, the following error message will appear: 'The number of custom tokens in the email exceeds the limit '     This means that you have too many custom tokens in the email and that if you wish to approve the email, you will need to remove one or more of your custom tokens in the email.    Its important to note that this only applies to custom tokens, which are tokens based on a custom field in Marketo.  This means that while you will be allowed to add more of the standard tokens to the email and approve it, you will not be allowed to go beyond the 40 custom token limit we have in place for the non-standard tokens. Here you will find all the standard tokens in Marketo

IssueSometimes email addresses that are CC'd can have emails bounce. This doc describes what to expect in these scenarios. SolutionSending Emails To address is valid, cc address bounces   The email will be sent to the recipient but the cc'ed recipient will not receive it (since the address is invalid).   Nothing in the Marketo UI will communicate that the email to the cc'ed address was undeliverable.   To address bounces, the cc address is valid The email to the recipient will bounce normally.  The cc'ed recipient will still receive a copy of the email.   Nothing in the email sent to the cc'ed recipient will tell them that the To: the address was undeliverable.   To address is valid, cc address is unsubscribed The email to the recipient will deliver normally.  The unsubscribed cc address will not receive the email.   Nothing in the UI will reflect that the cc'ed recipient did not receive the email because of an unsubscribe se

IssueYou receive a page with the error "Cannot get email content" when visiting View as Webpage link in email. SolutionThe view as webpage link is tied to the original email asset when it was sent.   Occasionally customers will say they're receiving an error message when visiting the link like so:    There are multiple reasons this can happen:  The email was a sample send of a draft of an email that no longer exists. It was discarded, or approved.The email asset was deletedYou tried to use the view as webpage token from MSI. Root CauseThis issue occurs when the visit webpage link is trying to refer to an email or email version that no longer exists either because it was deleted, replaced or approved.

SummaryThis article explains why certain Company fields show up on the Person/Lead Object when you do a describe API call to Marketo. IssueWhen making the Describe call on the Lead object in Marketo (/rest/v1/leads/describe.json), several Company object fields are returned along with the Lead object fields.   EnvironmentMarketo REST API SolutionThis is expected behavior. Users can utilize the Describe Leads call to retrieve a full list of the fields available for interaction via the REST API.Several areas within Marketo treat custom Company fields as though they were on the Person/Lead object. For example if you were doing a Bulk Import, you can target the Company and Person/Lead fields and you have the ability to update Company field values as if you were changing it manually on a Person record in the UI.  Root CauseThis is expected behavior, due to how the Describe call retrieves all 

SummaryBuilding a Smart List or Report for Merge Activities within time frame IssueYou're looking to have a Smart List or Report built to gather insights on what merges, if any, took place within your database over a given time frame. EnvironmentMarketoSmart ListReporting/AnalyticsDatabaseAPI SolutionMarketo doesn't have native capabilities to report on Merge activities that take place within your database, either via Smart List filters or within the Analytics section of Marketo. This is due to the activity type surrounding the merging of leads, Merge Leads, not being an attribute available for filters or reporting. The only way to go about getting a sort of list or report of the various merges that took place is to utilize the self-service Bulk Activity API endpoint and filter/specify the desired timeframe that you're wanting to look at. Please partner/consult with your Developer to go about building the job necessary to accommodate this. Below are two resources available

SummaryIf you're using the Bulk Custom Object Import API to push records to a Marketo custom object (and you're importing separate files that have duplicates across the files) -- the records will not be deduped on the custom object if multiple imports are pushed at the same time. IssueIf you are using a Bulk Custom Object Import API third party service to push records to a custom object (and multiple files, containing duplicates across those files are being imported to the Marketo custom object in a similar time window) -- the records will not be deduped on the custom object, even if the dedupe field value is matched.This is because two concurrent imports can be processed at the same time if they are pushed close together. More information can be found here."A maximum of 2 jobs are processed at the same time.  A maximum of 10 jobs are allowed in the queue at any given time (including the 2 currently being processed)." SolutionIn this scenario, the third-party App/API service pro

IssueYou need to add a second domain for Predictive content. Environmentpredictive content SolutionContact Marketo Support to have the domain added, as there is not a method within the UI to add additional domains.Similar to web personalization, Support-level permissions are required to add a domain to Predictive Content.

IssueProgram member custom fields are not syncing data to Salesforce campaign member fields even though they are mapped. In this setup, the sync for Campaign Members is being performed by 'Add to SFDC Campaign' or 'Change Status in SFDC' flow-steps, but the Program itself is not set to sync with an SFDC Campaign. EnvironmentSFDC Integration SolutionThis is the expected behavior, as the program member custom fields will only sync data to campaign member fields when the Salesforce Campaign Sync is setup for the Instance/Program in question.Using flow steps to sync SFDC Campaign Members will not carry over data for Program Member Custom Fields.  Root CauseSFDC Campaign Sync is not enabled.   Enable/Disable Campaign SyncEnable/Disable Campaign Sync | Adobe Marketo Engage   Program Member Custom Field SyncProgram Member Custom Field Sync | Adobe Marketo Engage

SummaryAggregating/summing two score fields IssueYou have two new score fields (for example: 'Implicit score' and 'explicit score') and you're wondering if there's a way to sum/aggregate these scores together for all records within Marketo. SolutionTo aggregate different score values together within Marketo, you should first create a third 'sum' field meant to capture the aggregate of the two scores. (Example: 'sum score')Now, we have 3 scores: Explicit Score, Implicit Score, and a Sum ScoreSOLUTIONFirst, setup the scoring smart campaigns for implicit and explicit score as you normally would.Once those scoring programs are setup, add the sum score field to the flow of each respective campaign, increasing that score by the same interval that you increase the implicit or explicit score by. This should allow the scores to aggregate over time.Example 1"Implicit Scoring campaign:Trigger: Visits web page 'x'Flow: 1. Change Score [Implicit score] Change: +5