Product Communities

IssueAuthorized support contact unable to access the Support PortalAuthorized support admin unable to view and manage list of authorized support contactsAuthorized support contact unable to create a support caseAuthorized support contact unable to view list of cases     SolutionIssue ResolutionContact marketocares@marketo.com - they are our dedicated team that handles issues with the Support Portal

IssueAuthorized support admin unable to find a contact to add as authorized support contact.   SolutionThe contact will need to have logged in to the community (nation.marketo.com) at least once for their profile to be created and recognized in the system. "In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least once." docs.marketo.com/display/public/DOCS/Manage+Authorized+Contacts+in+the+Community Once the contact has logged in to the community, the authorized support admin should be able to see the contact to be added as an authorized support contact.  

IssueUser with List Import permission unable to import list. The system displays a message "Insufficient Privileges." SolutionIn Admin > Users & Roles, make sure that 'Edit Person' permission is selected for the role assigned to the person doing the list import. The 'Edit Person' permission is needed so that the user is allowed to edit/update the records within the database via list import.

IssueHow to identify records in Marketo that have not synced to Salesforce. SolutionCreate a smart list using the filter "SFDC Type is empty", as if the record in Marketo has synced to Salesforce, the SFDC Type will either be 'Lead' or 'Contact.' Be aware that there is also an 'SFDC Type' on the Opportunity object, so make sure you are looking at the Person object and not Opportunity.

IssueIn the attempt to create or invite a new user with email address "john@mail.com", the message appears "The user id is in use. Choose another email." even though the user was already deleted from the other instance it was being used in. SolutionThis message can appear as at the time the user "john@mail.com" was being created or invited to another instance, after deleting "john@mail.com" from another instance, the user was not completely deleted from the other instance. At times it can take about 5-15 minutes for a user to be completely deleted from the system, so allow some time before re-creating the user.

IssueIn Marketo, is it possible to change the way assets are referenced in Program, Smart Campaigns, Smart Lists, Emails and Reports, or how they are labelled or shown through reporting?     SolutionNo, it is not possible. The naming convention of assets and how it is used in Marketo is apart of the design of the product. When assets are created within a Program the naming convention is in the format of ProgramName.AssetName This is to identify where the asset resides in which program. Otherwise, multiple assets created with the same name would be causing confusion to the system when referenced in any of our Smart Campaigns, Smart Lists and Reports.

IssueYou have exported the fields under the Field Management section as mentioned in this document to view the API name of the Marketo fields  You see there are few fields missing and would like to know their API names. SolutionHere's a list of the Marketo Standard fields that are available via API. If there are fields which are not available in the list export, it means they likely do not have an API name or not accessible through API calls.    

IssueYou may want to know which Salesforce fields a specific Marketo field is tied to as shown in this document. You will be able to see that the mappings are either not update or a few fields are missing that were created recently. SolutionThe Field Mapping that you are seeing under Admin -> Salesforce, as well as the mappings included on that export, are a historical log of how the mappings were set when the SFDC integration was originally implemented. Unfortunately, that page does not refresh when new fields are added, or when mappings are changed. We don't have any other tool that would allow us to export all of the field mappings in your instance as they are currently set either, so the best workaround for this is to check each of your fields within Admin -> Field Management. There is an idea in the Marketo Community specifically asking for this feature to be added and we would recommend that you add your vote to that so our product team sees that there is interest in gett

IssueWhen making changes to an email with the 'Edit Code' option, these changes aren't shown in the Audit Trail like other changes made to an email draft. SolutionThis is an expected behavior of the Audit Trail. Only edits made with the Design Studio interface will be displayed on the Audit Trail.  

IssueWhy does the record in Marketo do not have an Opportunity when its matching synced Contact in Salesforce has an Opportunity? SolutionThe Opportunity of the Contact in Salesforce does not have an Opportunity Contact role. "Marketo associates Opportunities and contacts using Opportunity Contact Roles. Opportunities without any Contact Roles assigned will sync to Marketo, but won't belong to anyone. For example, the person won't qualify the Has Opportunity filter." SFDC Sync - Opportunity Sync If the Contact in Salesforce has an Opportunity Contact Role, reach out to Marketo Support to check if there is a sync backlog.   Who This Solution Applies To Customers who has Salesforce integrated to Marketo

IssueWhy does the record in Marketo have an Opportunity when its matching synced Contact in Salesforce does not have an Opportunity? SolutionThe Contact in Salesforce has an Opportunity Contact Role associated with an Opportunity that belongs to other Contacts. Since "Marketo associates Opportunities and contacts using Opportunity Contact Roles.", Marketo syncs down the Opportunity for the record has it has an Opportunity Contact Role associated with it.experienceleague.adobe.com/docs/marketo/using/product-docs/crm-sync/salesforce-sync/sfdc-sync-details/sfdc-sync-opportunity-sync.html?lang=en If the Opportunity is needed to be removed from the record in Marketo, then: The Opportunity will first need to be deleted in SFDC.The visibility of the role value that is not the primary owner of the Opportunities will need to be removed from the Marketo Sync User.Re-create the Opportunity so that it can be associated to the primary owner.   Who This Solution Applies To Customers who ha

IssueLeads were sent the email and clicked on a web page link on the email. However, the web page activities were not associated to these leads.   SolutionIssue Resolution Check that the link clicked in the email has tracked link enabledIf the web page activities are associated to other records (e.g. duplicates), then: Check who was 'cookied' on the web browser before the visit web page activity was recorded for the other records. This can be checked by looking at the web page activities recorded in the activity log.Check the User Agent details of the Click Link activity of the lead that was sent the email and compare it with the User Agent details of the Web Page Visit activity of the other record. The following tool can be used to help interpret the device details from the User Agent details: developers.whatismybrowser.com/useragents/parse/#parse-useragentIn case of a non marketo landing page , check whether the munchkin is enabled correctly over the page without any customiza

IssueThere are multiple forms on a Marketo landing page. No custom code on any of the assets. Form Pre-fill is enabled on all fields, but only the first form on the landing page is being pre-filled. SolutionMarketo does not support using multiple Marketo forms on a Marketo landing page. Pre-fill gets messy with multiple forms is because we only pull pre-fill for the first form that we load.

IssueYou are trying to identify your most active leads and set up a Smart List with an "Opened Email" or "Clicked Email" filter using "Email 'Is Any'" and a "Min number of Times" constraint, but are not sure if results are based on individual emails or 'all' emails in the 'Date of Activity' range.     SolutionThese filters read from the Activity log so the min number of times constraint is based on all emails for a given record For instance, consider a record that has received Email 1 twice and Email 2 once. To meet the minimum qualifying threshold of three, the record qualifies since it has a total of three email send activities (two from Email 1 and one from Email 2). The same criterion applies to click activities. Note: An open activity is recorded only once per email per record. For further details, you can read more here .    

IssueThere are 50 programs in Marketo that have the name starting with "Nurture Send". However, not all of them appear in Email Insights when selecting [Filter > Content > Program > "Nurture Send"] SolutionEmail Insights UI is currently designed to list down only 20 suggestions for the search string as of now. Check for the missing programs in Email Insights by specifying the search term or entering their full name.

IssueYou need to move a Smart Campaign from one Workspace to another but are unable to do so. SolutionMake sure the Smart Campaign is not currently active. (If it is a trigger campaign, go to the Schedule tab and click Deactivate.) Create a folder in the Workspace that currently holds the Smart Campaign. Move the Smart Campaign into the folder you created. Drag and drop the folder containing the Smart Campaign into the new Workspace.   Note: When you try to move the folder, the assets in the folder should not be used by other assets.  If you try to do so, you get an error "Not allowed: The "XYZ" assets are in use or used by other assets."  Check the "Used By" tab to see where that asset is in use.   Who This Solution Applies To Customers with multiple Workspaces

IssueYour IT department wants to know why they need to create separate subdomains for Marketo email tracking links and Marketo landing pages, and cannot simply use the web domain you already have.     SolutionEach web domain can only point to one resource.  Your company's web domain (www.example.com) points to the server or web hosting service that handles your company's web page.  It cannot also point to Marketo's email link tracking server or Marketo's landing page web server.  Additionally, since the link tracking server is separate from the landing page server, you need two different CNAME sub-domains, one for the email links (email.example.com) and one for your landing pages (lp.example.com).    

IssueYou have an unsubscribe option in your email preference center but would like to allow people to re-subscribe as well. SolutionDepending on your preference center set up, setting up the re-subscribe choices will vary a bit.  However, on the back end, it is pretty simple. On the preference center form, create one or more fields that the customer can check to resubscribe.In Marketo, create a Smart Campaign. The trigger will be Data Value Change for the field(s) you set up for  re-subscribe.The flow will be Change Data Value, attribute: Unsubscribed, new value is 'False'. This should allow Marketo to start sending emails to that lead again.  

IssueThe image URL of an email contains an email scripting token (example: domain.com/{{my.image}}-file.png, and when it is processed and sent via email, the image is not rendering. Solution1.) It is possible that the email scripting token is outputting a value with a line break at the end. To confirm this, it would be best to consult with your developer(s) as custom coding is out of the scope of Marketo Support. You may consider using variables before outputting the values so that in the variables, you can ensure that there are no line breaks. For more information, you can refer to developers.marketo.com/email-scripting/ 2.) If the image is rendering but only for certain browsers and/or email clients, review the coding of the email with your developer(s) as this may be due to the coding of the email itself that may contain code that does not comply with certain browsers and/or email clients.

IssueAn email program with "Send in recipient time zone" was scheduled to sent out an email on Jan 8th, 2019 8:00 PM PST but you see that it was sent out to leads on Jan 8th 12:01 AM PST. SolutionFrom the activity logs of the lead, you can observe the following: 1. Send Email activity happened on Jan 8th 12:01 AM PST. This is when Marketo issued the Send request to the server, which held the request until 8:00 PM PST, per the time zone restrictions. 2. Email Delivered happened on Jan 8th 8:00 PM PST. The MTA (message transfer agent) pushed the held emails to the receiving servers. The send email event is an indication that the lead was qualified at 12:01AM but the actual delivery of the email happened at 8:00 PM. So, the send event means the leads were processed and prepared for email delivery. The delivery event is when the email is actually sent and delivered. You will see this behavior when emails are sent with time zone restrictions.For the complete details on Recipient Time-Zo

IssueAttempting to push a custom audience to Facebook results in a Facebook Authorization Error visible in Notifications. Some custom audiences can be pushed and it appears to be only affecting a certain Ad account.     SolutionIssue Resolution1.) Check if the Custom Audience Terms (facebook.com/legal/terms/customaudienc) have been accepted 2.) Log in as the user used in the Facebook Custom Audience service in Marketo and check in Audience Manager to see if there are any custom audiences that have the "Accept Terms" button pop-up similar to this screenshot.   3.) As per our recent release notes at docs.marketo.com/display/public/DOCS/Release+Notes%3A+Winter+%2719: "Facebook now requires a Business Manager account in order to leverage your Custom Audience integration. Your Facebook LaunchPoint service must be associated with a Business Manager account or your integration will no longer work after January 14, 2019. To set up a Business Manager account, please ref

IssueYou are moving from the on-premise Dynamics solution to the online Dynamics and want to know what changes will be needed in Marketo to accommodate this.   SolutionDue to architectural differences between on-premise and online, a new instance will need to be provisioned so that the online version can be properly integrated. This is true even when the GUIDs remain the same between the two versions of Dynamics. Who This Solution Applies To Dynamics Users, Microsoft Dynamics CRM

IssueA/B tests with the original email set to operational status do not bypass Unsubscribed and Marketing Suspended settings.     SolutionAB Testing does not support operational emails. There is a work around which could be used with caution: 1. For AB testing using an operational email, edit the "communication limit settings" on the Email Batch Program setup tab and uncheck "Block Non-operational email". This will ensure the email behaves as operational email. 2. However this setting should be used with caution for non-operational emails.     Who This Solution Applies To Those hoping to use operational emails in an email test.

IssueIssue DescriptionNeed to know how often websites are crawled, keyword rankings are updated, and link data refreshes.     SolutionIssue Resolution Marketo SEO automatically crawls your website weekly, and the results are shown in the Pages Section.Keyword rankings are updated weekly as well.Link data updates once a month. The above updates are guidelines as to the freshness of data being viewed, and how much time one can expect for specific data sets within the Marketo SEO tool to refresh. Operational SEO updates typically happen between 12am-2am Central time. Who This Solution Applies To Customers with SEO

IssueIssue DescriptionMarketo Secured Landing Page using domain aliases give an invalid SSL certificate error on load.     SolutionIssue Resolution Confirm that the domain alias is a CNAME and not another type of record such as an A RECORD. Within Marketo's Documentation for setting up landing pages and tracking links, it only specifies a CNAME configuration. This is the only configuration that is supported. If another configuration happens to work, it does not mean it will continue to do so and will throw an error once SSL is enabled. Below is a diagram showing the configuration that is supported by Marketo. The Top Level Domain is owned and hosted by the Customer. Separate sub-domains, or CNAMEs, are created, one for each Landing Pages and Tracking Links. These CNAMEs then reference Marketo. Other ways of configuring this are not supported due to not being reliable. An A RECORD for example, can point a Domain directly to an IP Address. This can be unreliable because