Product Communities

IssueYou are trying to add a new stream to an Engagement Program but get an error stating that your program has reached maximum number of streams per program. SolutionDue to engineering constraints and as well as to have better user experience, we have limited the number of Engagement Program Streams per program to 25.  When you try to add  26th stream, you will now get the error message “You have reached the maximum number of streams. Create another program”. So the solution is to create a separate Engagement Program and a Smart Campaign that moves leads from the original Engagement Program to the new one.      

IssueYou use the Change Owner or Sync Person to SFDC flow step to assign a record to an owner but when entering the intended owner's name in the flow step to select it from the suggestion dropdown, the user appears twice. Later, when running records through the flow step after selecting either option, you get an error. In SFDC you see that there are two active users with the same name. SolutionSales Owner names should be unique in SFDC for Marketo to be able to run records through this flow properly (e.g. if there are two users named "Marketo Sales", making one "Marketo Sales1" while leaving the other unchanged will correct the issue after the updated users sync over to Marketo.)

IssueAfter updating the Unsubscribe HTML and Text in Admin>Email, newly added tokens may not render as expected. SolutionTo resolve the behavior, you'll need to do the following after updating the Unsubscribe settings in Admin: 1) Navigate to the various emails within the instance and un-approve them. May require removing references to the email first. 2) Re-approve the emails. 3) Add back any references to the email asset.   Why this needs to be done: When the email asset is approved it goes through a validation process for all the tokens that are used and this includes the global unsubscribe settings. When editing in Admin >Email > Unsubscribe the validity of tokens is not checked upon saving those changes. If a invalid token is added, something like {{lead.nonExistingField}}, no errors are thrown and it'll return that string value. The verification is done when the "approve" email functionality is used on email assets. This steps retrieves valid tokens list used

IssueDoes Marketo have an SLA for REST API? SolutionNo, Marketo does not have an SLA for REST API. Our REST API Responses time out after 30 seconds. Unless written within the subscription contract, there is not a commitment for Marketo to provide an SLA for REST API Responses. As mentioned in our API License document: http://developers.marketo.com/api-license/ in section 6 B: "B. No Support. Unless otherwise agreed to in writing, Marketo shall not be responsible for providing any support, maintenance, or other services (or level of service) to You or a user of the Software Application for the Marketo APIs."    

IssueAdvanced Filter for creating web segments is not selectable as an option. Only ALL or ANY filter logic can be selected. Why? SolutionIn order to select the advanced filter logic for creating a segment, there must be at least three filters in the segment. Otherwise, the option will be 'grayed out' or not selectable. This is similar to smart lists where: "Advanced filter logic is only available if there are three or more filters in your smart list." https://docs.marketo.com/display/public/DOCS/Using+Advanced+Smart+List+Rule+Logic  

IssueYou have deployed Munchkin tracking on the domain Example Domain and the tracked domain is showing as ".www.example.com" when it should be "example.com". SolutionTo resolve this, make sure you have the correct settings on the domainLevel property in the Munchkin code. Details can be found here: http://developers.marketo.com/javascript-api/lead-tracking/configuration/ Just be aware that domain levels are counted from left to right: domain3.domain2.domain1 For: http://www.example.com .com = level 1 .example.com = level 2 www.example.com = level 3    

IssueYou are attempting to import a program into your instance but you get the message "The tokens (lead.example) are not available in the destination subscription. They are either custom fields that you have to create or need to be synced from your CRM system, if you use one."     SolutionTokens referencing fields that do not exist in the destination instance cannot be imported. You will need to remove all references to those tokens from the program, as well as from all the assets that are contained within it. Tokens can also exist in the text versions of emails, or within the templates that emails are based on, and not appear within the HTML version of that email. These tokens will also prevent program imports and must be removed.

IssueYou need to know the encryption used in Marketo DKIM to make sure it is compliant with your corporate security standards. SolutionBy default, all Marketo DKIM keys use 1024 bit encryption. DKIM keys using a higher level of encryption are available by request.  If you need higher encryption, please contact Marketo Support.

IssueOften times customers ask which messages they should send to the Email Deliverability Power Pack seedlist.  Consider these guidelines to prioritize.  SolutionRoutinely seed from each IP/domain combinationPrioritize seeding to any of the following: High priority segments (customers, employees, investors, etc. that have high strategic value)High risk segments (lapsed subscribers, new audiences, audiences that have not been mailed for more than 3 months) even if they are low volumeSegments showing poor/declining performance (lower opens/clicks/conversions)Segments that reflect large audiences (weekly/monthly newsletters or operational notifications that go to the entire database)   Setup a recurring campaign that sends to one (or more) of the templates on a periodic basis, especially if you see declining performance. Who This Solution Applies To Customers with the Email Deliverability Power Pack

IssueUser not able to see the "Global Reporting" feature within our Email Performance reports in Marketing Activities in non-default workspaces, as described in this product doc: - docs.marketo.com/display/public/DOCS/Report+Email%2C+Campaign+Performance+Across+Workspaces SolutionThe global reporting option is only available for reports in the Analytics tab and in Marketing Activities in the default workspace.  Reports located in other workspaces will not have this option.   Who This Solution Applies To Customers with Workspaces & Partitions

IssueYou receive a DMARC report from an ISP saying that your email failed to pass the SPF alignment check, but when you check your SPF listing in Admin > Email > SPF/DKIM, SPF is verified. SolutionThe SPF record in Admin > Email > SPF/DKIM  is tied to your FROM domain.  DMARC alignment (using SPF) aligns the domain in the FROM address with the domain in the “return-path” address.  This “return-path” address, usually using a '*.mktomail.com' domain, is generally unseen by recipients and directs email bounces and errors back to Marketo for processing.    Failed DMARC alignment, between these two domains, is what is triggering the failure your DMARC reporting.   DMARC compliance requires EITHER DKIM or SPF compliance, not both in most cases.  This article reviews the two methods available for DMARC alignment - https://nation.marketo.com/docs/DOC-1202-technical-tip-set-up-dmarc-verified-domains-in-a-few-easy-steps Having DKIM DMARC align

IssueYou would like to enable SSO for your CRM, including the sync user used by the Marketo integration. SolutionMarketo does not support SSO logins for integration users. So, you need to make sure that the sync user does not have SSO enabled.  

IssueWhen using Email Script Tokens to generate URLs in an email, the URLs fail to resolve and show the email script in the browser's address bar rather than the URL.  SolutionEmail Script Tokens are written using Velocity Script, this means the Email Script Token must compile on the sending server before the email is delivered. This issue typically happens when you are trying to include a Email Script Token in a tracked link. Tracked links will always appear in your email as either your branded domain and a randomized series of characters, or begin with 'mkto' followed by a randomized series of characters. Marketo uses tracked links to help gather link clicks and cookie leads who are visiting your website. This is awesome, but this stops Email Script Tokens from compiling. You have two options for resolution:  Remove the Email Script Token from the link, and consider creating a person attribute to use instead. Custom person attributes can be referenced as Person Tokens in a

IssueAfter running a Smart Campaign to delete some records, you don't see any deletion activities in the Results tab.  It appears the campaign did not run. SolutionIf you ran a Smart Campaign to delete records and the only flow action is to 'Delete Person', you will not see any activities in the campaign results as these activities would be associated to the deleted records. This would lead to the impression that the campaign did not run, even when it did.   In order to check the status of the campaign or if the records were deleted, you can check the 'Run History' of the campaign to see if it has one of the following statuses: "Completed (number of people qualified)" "Running campaign - executing flow"   If the campaign is still running, you can also check the Campaign Queue to see if the campaign is still in the queue.

IssueIf a lead in an import file has a blank value for a column (e.g. first name), will Marketo overwrite the existing data in Marketo when the file is imported? SolutionMarketo does not overwrite the existing data if a field for a lead in an import file is blank. Per this article: https://docs.marketo.com/display/public/DOCS/Clear+Field+Values "Leaving the new value blank or simply entering a SPACE will not truly empty the field. You have to type in NULL. Also, remember, flow steps can't be undone after running." While the example shown in the article is with a smart campaign flow step, the NULL value is also applicable to list import.

IssueYou put a variable inside an email token and when the email was sent, the variable rendered as text rather than as a link: Example: ${queryParameters} Should expand to: {{my.CertainURLHREF}}?utm_source=${utm-source}&utm_content=${utm-content}&utm_medium=${utm-medium}&utm_campaign=${utm-campaign}&ajs_uid={{lead.Email Address}}&ajs_event=Email%20Clicked With the various tokens populated Instead it expands to this: app.fakewebsite.biz/profile/55555555?utm_source=$%7Butm-source%7D&utm_content=$%7Butm-content%7D&utm_medium=$%7Butm-medium%7D&utm_campaign=$%7Butm-campaign%7D&ajs_uid=adam.tow+test@voxmedia.com&ajs_event=Email%20Clicked   SolutionEssentially, email template variables are used at design time to make building out an email easier. Tokens are used at send time to make data variable per program without having to edit the asset or lead. Putting email template variables inside tokens won't work for this reason. It is just

IssueYou have an Email Program or Smart Campaign with an expected audience size, but when it is run, only a small number of leads are sent the email.  For example, in an Email Program with 250 people in the audience, only 15 people were sent the email.   SolutionThere are several things we need to check to determine why this happened. The easiest way to start is to create a separate Smart List with the exact filters as the program or campaign. Check the number of leads in this recreated Smart List. Does it have the same number of leads as the original Email Program or Smart Campaign audience? Email Program audiences do not automatically refresh and update when the Smart List is changed, so if you did not refresh the Audience before sending the email, it may be displaying an out-of-date number. This is a particular risk if your program or campaign Smart List references another Smart List. If that secondary Smart List is changed, it will affect your program or campaign audie

IssueWhen you go to schedule a Smart Campaign, the Status tab says it is "set to affect about N/A people" instead of showing the actual number of leads that should go through the campaign. SolutionThere are two probable causes for this There is an error in the Smart List. If the Smart List references another nested Smart List, the error may be in the secondary Smart List, so you may need to drill down when you check this.The Smart Campaign has a Smart List in it with the same name. For example, if the Smart Campaign were named "EMEA Networking" but it also contained a Smart List named "EMEA Networking", it would cause the list processor to give this error. Making one of the names slightly different - "EMEA Networking Smart List" - should resolve this issue. If you have tried both options and are still unable to get the affected leads count to resolve, please contact Marketo Support with the results of the above troubleshooting and we will investigate further.

IssueAn email you previously had in Marketo under a program in Marketing Activities no longer exists and you believe it was deleted. However, you do not see that deletion in the Audit trail. SolutionIf an email was deleted directly, by un-approving the asset and then deleting it from the program, this activity will be seen in the Audit Trail. However, if the program containing the email is deleted, the individual email's deletion will not show in the audit trail. Only the program deletion will be displayed.      

IssueUsers may notice that unsubscribed or blacklisted leads still appear within the Audience section of an Email Program.  EnvironmentThis issue is relevant to all Marketo users who are managing Email Programs and observing the Audience list.  SolutionDespite being blocked or blacklisted, leads will continue to be displayed in the 'People' list of a Program or Campaign's audience, as they still fit the criteria for the Smart List of that particular asset. The Audience list includes all individuals who meet this criteria. The blocked leads do get recognized and listed under the Blocked list of that specific program. However, this Blocked list is considered a part of the broader Audience list. If you prefer these leads to not show up in your Audience, you can modify your Smart List filters. For example, apply the "Unsubscribed is False" filter. Root CauseThis situation arises because the Audience count encompasses all leads that qualify for the Smart List, includi

IssueIn a Smart Campaign, you have a flow step with multiple Choice options in it.  When the lead goes through the flow, only one choice option is applied. SolutionThis is the correct behavior for a flow step with Choices.  When the lead goes through the flow step with multiple choices, only the first applicable choice will be used. The rest of the choices will be skipped, even if the lead qualifies for them.  If you want multiple choices applied to the same lead, you will need to separate the choices into different flow steps.

IssueYou want to import a program from another instance, but the program's channel does not exist in the destination instance. SolutionWhen you import a program, if the channel does not exist in the destination instance, it will be created by the import process.   For example: Instance/Subscription A has a channel called Custom Channel 101, but Instance/Subscription B does not have that channel. When you import a program from Instance A to B with that custom channel, the channel Custom Channel 101 will be created in Instance B.    

IssueThere are a few Smart List configurations that could lead to a campaign failure if you are on Campaign V2. With the change to our new Smart Campaign processing system, some flow step configurations that would run in the old system can lead to campaign failures in the new system. Below are a few examples of configurations that can lead to Smart Campaign failures: SolutionExamples: Date field is today Scenario: You have a flow step choice that filters against a Date field. The flow step choice is "<datefield> is TODAY"Solution: Instead of using the condition "IS" use the condition "in timeframe" instead.   Score change to decimal Scenario: The smart campaign has a flow step that changes a score to a number with a decimal eg. 100.12Solution: Scores are integers, so this value needs to be changed to an integer eg. 100   Empty Choice Scenario: A flow step has multiple choices, one of the choices (not the default choice) is empty, partially filled out, or ha

IssueIssue DescriptionYou have a field (e.g. Most Recent Website Visit) that you want to see previous values for without needing to look through the activity log.     SolutionIssue Resolution This can be done using a few custom fields, and one trigger campaign. Make duplicates of the field you want to see most recent values of (e.g. Most Recent Website Visit 1, Most Recent Website Visit 2, etc.) while still keeping the original field. Use the original field as you previously have, but set a trigger campaign to look for data value changes to that field. In the flow of that campaign, set the logic like so:   Change Data Value: Most Recent Website Visit 3 new value: {{lead.Most Recent Website Visit 2}}Change Data Value: Most Recent Website Visit 2 new value: {{lead.Most Recent Website Visit 1}}Change Data Value: Most Recent Website Visit 1 new value: {{lead.Most Recent Website Visit}} Using the above flow, the most recent values for the field can be checked without loo

IssueYou see a popup that says 'Limited Access' when you attempt to edit or delete an asset in the Design Studio, even though you should have the required permissions/privileges for the workspace it is located in.  SolutionWhen an asset is shared from one workspace to another, only the original copy can be edited or otherwise modified, even if you have permissions for every workspace it appears in. If you attempt to alter the asset inside one of the folders it has been shared to, you will see a popup informing you that you don't have sufficient privileges to do so. To edit the asset, make sure you are working with the original copy of that asset, located within the workspace where it was first created. Who This Solution Applies To People using Workspaces