Product Communities

IssueIssue DescriptionA Support Engineer asked you to record a .har file, but you are unsure of how to do this. Har files can include sensitive data, such as any information entered into forms (passwords, etc.), so please exercise caution when recording a .har file. SolutionIssue Resolution Please find the instructions on how to save a .har file using the different browsers below:Google Chrome:Open Google Chrome, and visit the page where you noticed the issue.Right click on the page and choose 'Inspect'.This will open the Developer Tools panel. From the options at the top of this panel, choose 'Network'.Look for a round record button in the upper left corner, this should appear as a red button. If the button is grey, click it once and recording will begin.There will be a checkbox next to text that reads as 'Preserve Log', please check this box.There is a button that appears as a circle with a slash through it next to the record button, click this button to clear any existing logs.Whil

IssueIssue DescriptionWhen linking Google AdWords account to a Marketo Revenue Model and adding the Google Adwords conversion in the Revenue Model, Set AdWords Conversion button is missing from the Stage Actions drop down.   SolutionIssue Resolution You need to add Google AdWords as a Launchpoint service with a manager account Add Google AdWords as a Launchpoint Service with a Manager Account - Marketo Docs - Product Documentation 

IssueIssue DescriptionYou have found the phrase 'lead unsubscribed from list unsubscribe.' as the listed reason for a person being marked as Unsubscribed, or you are seeing it in the details of a 'Unsubscribe Email' action.  SolutionIssue Resolution This message appears when someone has unsubscribed using a special 'list-unsubscribe' option automatically contained in Marketo emails, as well as most other reputable marketing emails. This 'list-unsubscribe' feature is an email address contained in the background header information of the email. Any time someone sends an email to this address, their email address is unsubscribed from your database. This is almost always done by that person's email client, using their inbuilt 'unsubscribe' features, such as the ones in Outlook, Gmail, or other common email clients.

IssueIssue DescriptionUnder Web Services > IP Restrictions, you would like to add a lot of IP addresses to whitelist for IP-based API access. The steps are described here: docs.marketo.com/display/public/DOCS/Create+a+Whitelist+for+IP-Based+API+Access SolutionIssue Resolution Even though this is not mentioned in the doc, there is a character limit for the string value. The limit is 2,000. However, the way it is stored in the backend is a bit different from UI. Therefore, it is possible that you have exceeded the limit even though it doesn't look like so.  

IssueIssue DescriptionEven though the Success Path Analyzer and the RCE report may be looking at the same thing (e.g the conversions from one stage to another), the numbers in Success Path Analyzer and RCE Conversion Ratio will not match. SolutionIssue Resolution Success Path Analyzer is telling you that records are flowing from one stage to another, for example a record moving from Cold List to MQL, the conversion rate will display the rate from this stage to the next stage. If you look at the RCE Conversion Ratio, this is not tracking just the conversion from the first stage on the Success Path Analyzer to the second but instead this tracks all the conversions from this stage to another (eg. Cold List to MQL, Cold List to Attempting). Thus resulting in a much higher conversion percentage as the RCE is not bound to the green path from the Success Path Analyzer.Who This Solution Applies To Customers using RCE, Customers using Success Path Analyzer

IssueIssue DescriptionHow to migrate the MS Dynamics integration from the old Marketo sandbox into a new Marketo sandbox instance.    SolutionIssue Resolution There are a couple of actions that are necessary before you start the initial MS Dynamics sync in the new Sandbox instance: 1. In Dynamics, find the XML file and check if there are any custom objects listed in this file. If you find any custom entities listed in this file then it is necessary to remove those reference those entities from the XML file. This is usually found after the Lead entity and this will be listed in the following format: <Entity name="entity_name"> to the last line where the entity is closed by </Entity>. This entity reference needs to be removed and note that this is inclusive. 2. In Dynamics, verify that there are no custom entities listed in the Marketo Config Entity, if you see any custom entities referenced there then these will need to be removed as well

IssueIssue DescriptionHow to determine which of your Marketo Workspaces is the original default workspace.  SolutionIssue Resolution Determining your Default Workspace can easily be done, by following the detailed steps below: [Login] to your Marketo Instance.Click [Admin].Locate and Click [Workspaces & Partitions].[Right-Click] on the Field Navigation Bar (It is Blue).From the [Drop-Down List], you'll see three options. Select [Columns].While reviewing the Column Field options, make sure [ID] is selected.The [ID] with the value of "1" is your Default Workspace.[Note 1]: As a confirmation, the Default Workspace is unable to be deleted.[Note 2]: The ID Number of your Workspaces are provided in the order in which they were created.[Note 3]: The lowest ID number, is your oldest Workspace. [Note 4]: The highest ID number, is your newest Workspace.Who This Solution Applies To Customers using Partitions and Workspaces

IssueIssue DescriptionIs there a way I can populate a field with the system date token, plus a certain amount of days? ie. Change Data Value = Date + X days. SolutionIssue Resolution As long as the field type is date or datetime, you can add simple syntax in the Change Data Value flow step to accomplish this: {{system.date}} + X days.This is for times that you would like a date immediately populated for purposes such as sending an email; "Thanks for signing up to our 20 day trial, you have access to this content until the [use lead token populated by the date + x syntax here]..."*note that a wait step of a few minutes might be needed before an email send to ensure the field has time to get populated.Other times, when immediate action is not required and/or a field type is not date/datetime, you could use a Wait Flow step before a Data Value change:1. Wait X days2. Change Data Value = {{system.date}}

IssueIssue DescriptionPerson appears to have changed Segment, but there is no activity for that 'Change Segment' recorded in the Activity Log. Segmentation was not recently re-approved, so this would not account for the behavior we are seeing in other circumstances.  Segmentations Not Writing Change Activities However, the record was recently converted from a Lead to a Contact in the CRM.  SolutionIssue ResolutionUpon Lead conversion to Contact in Salesforce, an "initial" segmentation process for that Contact is computed. During these "initial" segmentation computations, in a manner similar to when a person is initially created in Marketo, no activity is recorded in the record's Activity Log. 

IssueIssue DescriptionYou want to add a filter to your RCE report to only include records that do not have a value for a certain field. SolutionIssue Resolution You can use the field value "Not Available" in the filter module for that field to capture anyone with a blank value for that fieldWho This Solution Applies To Customers using RCE

IssueIssue DescriptionAccount records were merged in Salesforce and there is concern if this merge will sync to Marketo. SolutionIssue Resolution If you would like this change to be reflected on the affected Contact records that are synced to Marketo, then you will need to update the Contact records so that their System Modstamp field is updated (this can be done by updating a field on the Contact record). This will then cause the updated Account information to sync to Marketo. Please remember that updates to formula fields will not cause an update to the System Modstamp.

IssueIssue DescriptionYou noticed that there are form actions missing from the Form Actions dropdown. The following options should be missing:Approve Draft (If form is in a draft state)PreviewClone FormEmbed CodePreview Draft (if form is in a draft state)An example of this dropdown may appear as: SolutionIssue Resolution This is due to the form having been created using an outdated version of the Marketo Form Editor. You may want to consider re-creating this form with the current Marketo Form Editor, and archiving the outdated form.Keep in mind that if you archive the form, you will want to reference the new form in smart lists and smart campaigns.

IssueIssue DescriptionIs there a way for a user to see or pull which users used data towards their daily Bulk API usage? SolutionIssue Resolution The API will allow you to see if the user you are connected with has used data, but it won't give you visibility into other API users' usage.  There is currently no report in the UI that shows usage across users.

Issue Issue DescriptionHow to Pull Data for Program ID, similarly to Campaign ID.(Example): Pull Individual Program Activity Data, then join Data with Programs via Program ID.   Solution Issue Resolution [Note]: You can not get the Program directly from the Activity Endpoint.- After one has obtained the Smart Campaign ID, they can use a seperate API Call to get the Program ID.- Within the Get Activity API Call, there will be a Campaign ID.- Once this has been obtained, one can make a Get Campaign API Call with that Campaign ID and it will return the Program ID.[Get Activity]:> Use this [Get Activity - URL] to Obtain Campaign ID.developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET[Get Campaign, with the ID]:> Use this [Get Campaign, with the ID - URL] to Obtain Program ID.developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Campaigns/getCampaignsUsingGETThe Program ID i

IssueYou create a new field on the Lead and Contact objects in SFDC and two fields are created in Marketo, one mapped to Lead and the other mapped to Contact.     SolutionYou will see this behavior if the an SFDC field is created on two objects across more than one sync cycle, one before a sync cycle starts and the other one during or after the sync cycle completes. To ensure both the lead and contact show up mapped to the same custom field Marketo, do the following Disable the global sync in Marketo. (Admin > Salesforce)Create the field on your desired objects in SFDC.  Make sure they both have the same API name.Re-enable the global sync in Marketo, allowing the field in both objects to sync down to Marketo at the same time. If you find yourself with multiple fields in Marketo after the sync, contact Marketo Support to have the fields merged or remapped as necessary.  

IssueYou have developed a Marketo landing page and enabled Personalized URLs (PURLs) for your records but when people visit the PURL, form pre-fill does not take place.   SolutionWhen a person visits a PURL landing page, the form pre-fill checks their Munchkin tracking cookie to identify what values to populate for the form fields. If that person has a Munchkin tracking cookie associated to a known record in the database, it will pull and populate the information from that record. However, if this is the first time this person has visited a Munchkin tracked page or their browser is tied to an anonymous record, the pre-fill will not populate any information into the form. The customer/prospect will need to fill out a form or click on a tracked link in an email sent from Marketo. This will allow future PURLs that people visit going forward will have pre-fill populate as their cookie will be tied to a known record in the database. The web page visit will be associated back to the

IssueWhen editing a form, a field called 'x' is visible. However, when previewing the form, the field is not visible. SolutionThe reason why the field 'x' in the form edit mode was not visible when previewing the form because the form that was being previewed was the approved version which did not contain the field 'x'. The field 'x' was in the draft version of the form, which needed to be approved in order to see it in the preview of the approved version of the form.  

IssueVisit Web Page activity is tracked and showing up for one subdomain on your site, example.marketo.co, on a record but it is not recording activities for a different subdomain, pages.marketo.co.     SolutionThe reason that this behavior is taking place is because the domain that is being utilized has a two letter top level domain "example.co". For domains that end with a two letter suffix, “example.co”, the Munchkin script is setting the tracking cookie to the third domain level by default. This is to take into account two letter country codes such as “.jp”, “.us”, “.cn”, and “.uk”. This means that when someone visits “info.example.co”, the Munchkin script will assign a new cookie to “info.example.co” instead of “example.co”. When someone visits or is referred to a different subdomain, such as "pages.example.co” it will create a new cookie for this domain “pages.example.co”. To prevent this from taking place you will need to add the Munchkin Initialization Parameter

IssueLeads with the same first and last name are not showing up in the Possible Duplicates list. SolutionFor leads to be in Possible Duplicates, they need to have the same email address which is the unique identifier in Marketo.  This is the only matching that Marketo does. If the first and last name are the same and one is missing the email address or has a different email address, Marketo will not recognize this as a duplicate.

IssueSometimes, you may receive an auto response from an email that has been sent through a batch campaign. The auto response email will not show the lead's email address instead it does contain the HTML of the email along with the Marketo decorated link. Is there a way to decipher this to determine which lead record this corresponds to?   SolutionYou could try opening a new browser window and either clear your cookies first or use the browser's private browsing feature (makes a cookie sandbox) so you don't confuse Marketo and tie that person's lead to you by accident. Anyways, in your cookie-free browser, click the link and then go to a form that Marketo prefills for you and you may see the email address that was originally targeted.    

IssueWhat is the typical sync interval timing? Is there a timing difference between updates and inserts? If the change originates in SFDC vs MKTO? SolutionBy default the sync interval in Marketo is set to 5 minutes. This can be set to be greater than 5 minutes on request. Now this doesn't mean that Marketo will sync updates every 5 minutes, it means that there will be approximately a 5 minute wait after one sync cycle finishes and and the next sync cycle begins. The duration that an individual sync cycle will take depends on how many records for each object need to be updated/created. Remember flow actions in smart campaigns are immediate, so if you ever don't want to wait for the background sync for a specific lead or set of leads then you could always run an intimidate flow action, just bear in mind that flow actions use 1 API call per lead record whereas the background sync is much more efficient and can handle 200 records with just one API call.    

IssueWhat happens if you log off (close) Marketo when importing a large amount of data through list import? Will it be processed or resume when you log back in? SolutionIt will keep running if you log off.  Next time when you have a large list to import, we would recommend sending a notification to yourself.  There is a little box you can put your email address in right when you start the import, it will email you when the import is done.        

IssueYou have been utilizing the default tracking links to send Emails to leads in Marketo and decide to change the default tracking link to your own branding tracking. When you do so, this breaks the links in emails you have already sent. SolutionThe branding tracking link should be one of the first steps that the customer(s) need to do when they obtain their instances. If you decided to change the default tracking link to a branded tracking link after utilizing them in emails, you should be prepared in advance that any email sent prior to the change will generate the 404 Error. We recommend not sending any emails within a week or two of the change so that an email sent on Monday is then broken on Tuesday. 

IssueIs it possible to download the most recent report from the Smart List subscription email report? SolutionIf you click the Download Report button, it will be a static link containing the Smart List data at the time the subscription was sent. If you want real-time data, click the Smart List URL in the report email and then export the list.  

IssueYou have recently added a new field to a SFDC Custom Object which is synced to Marketo, but you do not see that new field available on the object in Marketo. SolutionTo have the new fields pulled over to Marketo, disable your SFDC global sync within Marketo and then refresh schema for custom objects. This should pull over the new fields on that custom object to Marketo. Once the schema is refreshed, please make sure that the global sync is turned back on. We would also suggest that you refer the below document which will guide you on the above steps. However, the below document is meant for first custom object sync. The same steps need to follow up for the existing object sync as well. SFDC Sync: Custom Object Sync