Product Communities

IssueIssue DescriptionUsers are unable to reference a static list that is in a shared folder.     SolutionIssue ResolutionDepending on how you're attempting to reference a static list located in a shared folder, you may be unable to do so.If you are using a 'Member of List' filter you will be able to see the static list. However if you're using the 'Was Added to List' filter or the 'Is Added to List/Is Removed from List' triggers you will not be able to see the same list.The reason for this is because the 'Member of List' filter is only looking at membership of the asset whereas 'Was Added to List' and the 'Is Added to List/Is Removed from List' triggers actually need to look at the activities of records. This would cause problems if the workspace where we are referencing the static list does not have access to the same partitions as the workspace that the static list lives in. So looking at only membership and not these activities makes for a much more consistent experienc

IssueIssue DescriptionAfter following the set up directions for a domain alias for a new landing page domain, the new domain redirects to a Marketo 404 page.The instance has SSL for Landing Pages.  SolutionIssue ResolutionContact Marketo Support and request that the new domain be added to your SSL certificate.If this has been done, they will be able to help you troubleshoot further.Who This Solution Applies To SSL for Landing Pages

IssueIssue DescriptionPossible disadvantages of maintaining Engagement/Nurture Program emails in Design Studio.     SolutionIssue ResolutionHousing all of your emails for email nurture content in Design Studio could cause the following issues:  1. Reporting: Reports can specify Emails in Design Studio, however they will show results for any send of the individual email and will not be constricted to the program they were sent from. 2. Asset re-use in Engagement Programs: When using an engagement program, an asset is scanned for its ID. If that asset has been previously sent to a record via any other send, the engagement program will skip that send for that record. This could become a problem when reusing email assets housed in design studio in different engagement programs.  3. My Tokens: my.tokens will not properly render as they are based on a program folder. The assets that reference them need to be in the folder as well. In my testing, assets in design studi

IssueIssue DescriptionAn email with inserted bold/italic font in email subject line is not approving, with an error of "Cannot Update Stale Object," or does approve but the special font text disappears upon approval.   SolutionIssue ResolutionThe subject line in an email is intended to be plain text. Some have found success inserting basic symbols, or even emoji with specific encoding, though the rendering of these characters is dependent on the receiving server.  Related: Using Emojis in Marketo Emails 

IssueHow to check what version of the Marketo Solution you have installed in your Microsoft Dynamics CRM environment.  SolutionNavigate to the Settings section of Dynamics, and then to the 'Solutions' menu.   Under the 'Solutions' menu there is a list of all installed solutions called 'All Solutions', and once you have located the Marketo Solution in there, its version number will be listed in a column beside its name. Who This Solution Applies ToUsers with Microsoft Dynamics integrations.

IssueIssue DescriptionYou are attempting to send a list to Google via your Google Customer Match integration, but when you open the dropdown to select the destination list, none of the lists you have prepared are visible.  SolutionIssue Resolution For Marketo to see a list and present it as an option, the user that was used to set up the Customer Match Launchpoint service needs to have visibility of that list. Only lists that this user can see will be available.  It is not possible to check which user was used for this setup from Marketo's Launchpoint menu, however you can alter which user is being used to connect to Google by opening the associated Launchpoint service and selecting 'Re-authorize', and then follow steps 6 and onwards from the following article:Add Google Customer Match as a LaunchPoint Service Who This Solution Applies To Users making use of Google Customer Match

IssueIssue DescriptionYou would like to have an RTP domain in your Account Settings in Web Personalization removed  SolutionIssue ResolutionWe cannot delete domains from accounts unless the tag for this domain has never been implemented on your website.To check that, log-in and verify that (by navigating to the visitors page and filtering the data by this domain and see that there is no data showing up).If there is no data under this domain - go ahead and submit a support ticket to delete the irrelevant domain from you Web Personalization Account.Who This Solution Applies To Web Personalization Customers

IssueIssue DescriptionRevenue Explorer (RCE) reports show different stages when comparing Model Performance Analysis and Program Revenue Stage Analysis. Detour stages such as Disqualified, Inactive, Recycled, and Lost do not display as metrics in Revenue Stage Analysis reports.     SolutionIssue ResolutionThe Program Revenue Stage Analysis in RCE will not show non-success path Revenue Stages, so detours do not display on the Success Path as viewable metrics. Model Performance Analysis will show non-success path Revenue Stages. For more information on Success Paths, see this related document   Who This Solution Applies To clients with Revenue Cycle Explorer and who have an approved Revenue Cycle Model

IssueIssue DescriptionWithin a Smart List, there are two filters: 'Person was Created' and 'Created At'; both similarly named but qualifying different records.    SolutionIssue Resolution The 'Person was Created' filter is looking for the activity of when the individual record became known, via form fill or list import, etc. Denoted with the New Lead activity type in the Activity Log.  The 'Created At' filter is looking at the date of when the Marketo record was first created. This date is listed under the Info section on the person record.  Some Marketo records have a difference between when the record was initially created and when the individual became a known record.  An individual could visit a Marketo page for the first time and generate an initial web page visit on May 1st tracked on an anonymous record in the database. Then on May 8th the person fills out a form thereby converting their anonymous record to a known record in the database. May 1st i

IssueIssue DescriptionA smart list in the Marketo database generates an amount of records for a specific Created Date and a report in Revenue Explorer reports a different number of records for the same Created Date.  SolutionIssue ResolutionRevenue Explorer (RCE) will report counts of records by Create Date by which ever is earlier: the Marketo Create Date or the CRM create Date. If the record was created in Marketo on May 1st, and then synced and created in CRM on May 5th, RCE will report that record's Create Date as May 1st. If the record was created in CRM on February 13th, and then synced and created in Marketo on March 20th, RCE will report that record's Create Date as Feb 13th. Additional example:If a person was cookied for the first time via a web page visit on April 3rd creating an anonymous record in Marketo, and then filled out a form on April 5th converting the anonymous record to a known person and synced to CRM on April 7, RCE will report that record's

IssueIssue DescriptionProgram imports may be taking a long time to process and then failing after ~ 30 minutes to an hour.   SolutionIssue ResolutionCheck the program being imported for custom object references. Custom objects are not supported in program import. In order to import, you will need to remove any custom object references from the program. Who This Solution Applies To Customers using both program import and custom objects

IssueTrigger Tokens in a Batch Campaign Flow are not functioning as expected, or result in an error.   SolutionIssue Resolution Trigger Tokens can only be used in a Trigger Campaign Flow and will not work in batch campaigns.While originally intended for Interesting Moments, Trigger Tokens will also work in Change Data Value flow steps. The associated Trigger Tokens will only function with the corresponding Triggers denoted by the green check-marks in the chart here.

IssueIssue DescriptionUser has 'Delete Marketing Asset' permission in Marketing Activities but is unable to delete a Smart List. The Limited Access message below is being returned: "You do not have sufficient privileges to perform this action"     SolutionIssue ResolutionIn order for a user to have permission to delete a Smart List in Marketing Activities, the user would need to have access to Marketing Activities and have the 'Delete List' permission. see article for list of permissions: http://docs.marketo.com/display/public/DOCS/Descriptions+of+Role+Permissions

IssueIssue DescriptionSome leads received emails 1, 2 and 3 from an Engagement Program stream but did not receive email 4.  SolutionIssue Resolution Check if leads were still a member of the Engagement Program at the time Email 4 was sent. Check if leads were removed from the Engagement Program before Email 4 was sentCheck if leads were moved onto a different stream within the Engagement Program before Email 4 was sentCheck if the Engagement Program has been turned offCheck if leads were paused from receiving content

IssueIssue DescriptionUnable to create a subscription for static list.     SolutionIssue ResolutionWhile Subscriptions are not directly available for static lists and are only for Smart Lists and reports, you can create a Smart List that uses the filter 'Member of List' and then create the subscription on the Smart List instead.

IssueIssue DescriptionMy Tokens not appearing in an email as an option to insert.  SolutionIssue Resolution It is highly likely that the email is not in the program or campaign folder containing the My Tokens. Examples:  The email could be located in Design Studio The email is within a program but the token is not defined in the program it is in, or the campaign folder it is in In all cases, the email must be within the program or campaign folder that contains the My Tokens.

IssueIssue DescriptionUser has 'Import List' permission in Marketing Activities and Database but is unable to import a list. The Limited Access message below is being returned:"You do not have sufficient privileges to perform this action"  SolutionIssue ResolutionIn order for a user to have permission to import a list in Marketing Activities and Database, the user would need to also have the 'Edit Person' permission.see article for list of permissions: docs.marketo.com/display/public/DOCS/Descriptions+of+Role+Permissions

IssueIssue DescriptionWhen attempting to utilize date filter in RCE, the pick-list for available dates is only showing dates in the past, not current dates.     SolutionIssue ResolutionThe date pick-list retrieves the first 1200 values, starting with the oldest, in order to load efficiently for pick-list values. To return more recent dates, an additional type of date filter is needed to limit the selections to display more current dates. Using a filter of Year and narrowing the filter down to a few years will allow you to retrieve dates within the more recent time frame.

IssueIssue DescriptionAfter submitting a form on a landing page, the Thank-you page fails to load, or it loads the wrong page.  SolutionIssue ResolutionThe Thank-you page used by the form can be defined in two places, at the Form leveland at the Landing Page level.If these two are in conflict, the setting on the Landing Page wins.  To troubleshoot this issue, compare the two Thank-you options and make sure the Landing Page is either set to the correct page, or that it allows the Thank-you to be form-defined. 

IssueIssue DescriptionAfter merging Person Records in Marketo, the Marketo Custom Object that was present on one of the duplicate records is now missing.     SolutionIssue Resolution Marketo Custom Objects (CO) Records are linked with Person Records by a set link field value. We will see CO records disconnect from merged duplicate person records when the record linked with the CO record is merged into the winning Marketo person record. For example, Person Record B is linked with a CO record. Person Record B is merged with Person Record A, and Record A is designated as the 'winner' of any conflicts and remains after the merge. The CO record is now disconnected.  The solution is that the CO record needs to be reconnected to the intended remaining person record after the merge. The solution can be applied before or after the merge.  Before the merge:  The person records need to be reconciled so that the one remaining after the merge has the link field v

IssueIssue DescriptionEmail Insights Sends page has a column in the list of assets for the Type of asset, but does not define the icon used.   SolutionIssue ResolutionThe Type column in the Sends page in Email Insight is for Batch sends and Triggered sends. Batch email sends are represented by stacks of rectangles, and a Triggered email send is a lightning bolt. 

IssueIssue DescriptionVelocity scripted tokens are not displaying the default value in the asset if the information required for the token is not in the database.     SolutionIssue Resolution Email Script tokens are not designed to work with the {{my.token:default=Some Value}} syntax, which is for simple tokens. Rather, you must output the default value within the code (using #if/#else, $display.alt or any other conditions) then include just {{my.token}} in the email. Examples can be found here: https://developers.marketo.com/email-scripting/

IssueIssue DescriptionWhy is there is an exclamation mark red icon next to a scheduled batch campaign or Trigger Campaign?     SolutionIssue ResolutionAny time the icon in the tree view is flashing it is indicative of an error condition in the campaign.  Check the validity of the Smart List and any nested Smart Lists.

IssueIssue DescriptionA Smart List with a filter for an integer field with a specified range value, such as 'less than 100', is qualifying records that have a NULL(empty) value for the integer field.      SolutionIssue Resolution Marketo will treat NULL/empty as equivalent to 0 in this case, and qualify the lead as having a value less than 100.  However, Marketo does not treat 0 as NULL/empty Adding the filter "[field] is not empty" to block records with NULL values will resolve this  

IssueIssue DescriptionYou have IP login restrictions set up per documentation, but you're logged in via Single Sign-On (SSO) from an IP that isn't whitelisted, or is blacklisted.     SolutionIssue ResolutionMarketo cannot enforce IP login restrictions on users accessing the instance via SSO. The IP Address restrictions are only enforced on users who login via login.marketo.com.    Who This Solution Applies To SSO Users