Product Communities

IssueIssue DescriptionMarketo allows you to upload any file type to your instance (100MB or less) but these files don't always download automatically or open in a new browser tab or window consistently between users.  SolutionIssue ResolutionMarketo's servers are not configured to force a download, so any desired effect is up to the user and/or utilizing custom code to achieve that effect. How a file is handled or displayed is largely up to the browser and you will need to test whether your specific desired outcome is possible. Keep in mind, this may vary by file type and file size and may not be feasible. 

IssueIssue DescriptionYou encounter the error "You do not have permissions to do this" in one of the following situations: When you are creating an email template, you click on the Validate HTML buttonWhen you are trying to edit an existing email     SolutionIssue ResolutionThis error is caused by Javascript in the HTML of the template. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML.   The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML.   If you are unable to actually edit the asset, the workaround is to clone the asset.  If you clone the email, it can open in the editor and then you have the ability to remove the script. Af

IssueWhen I go to the Support area of Nation, I do not have full access to all the areas and tools.   SolutionOur system is specific about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows:  Log into your instanceClick the Community tile (step 1 image)Click Support in the top banner (step 2 image)Click Submit a Case option (step 3 image)Choose from top options depending on what you need to do (step 4 image)Create a case, Manage authorized contacts, edit your Info   Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 Step 2   Step 3 Step 4 &n

IssueIssue DescriptionWhen a lead is created through an API call, the Reason and Source attributes say "Web Service API" with no further detail.       SolutionIssue ResolutionAs described in the doc here, https://docs.marketo.com/display/DOCS/Understanding+System+Managed+Fields, "Source" and "Reason" fields are managed by Marketo: Web Service API for Original Source Type means Person was discovered by a web service API.For Registration Source Type, it states that Person was created via SOAP/REST API When a lead is created via API, no additional "Source" or "Reason" is provided to Marketo. A possible workaround is to create a custom field and populate it as needed through the API.    

IssueIssue DescriptionWhen adding a new field to MSD Custom Object sync, the field just reports Fieldname(syncing...) and never actually syncs.     SolutionIssue ResolutionThe current workaround would involve the following:  Disable the native sync. Disable the object sync in the custom entity because that will drop the table entirely in the database. Then, re-enable the sync for the custom object, including all field to sync and use for filter and triggers to recreate the table in the database.  This should sync all of the fields including the new one.   Who This Solution Applies To Customers with MS Dynamics

IssueIssue DescriptionAPI Only user is not appearing when creating a service in [Admin > LaunchPoint]     SolutionIssue ResolutionIt is highly likely that the reason why the API user was not appearing because it did not have "API Only" ticked. This can be checked in [Admin > Users & Roles > User > Edit User]. However, this cannot be modified once the API user is created, so in order for the API user to appear in LaunchPoint, "API Only" must be ticked when the API user is created.    Reference: Create an API Only User Role   Who This Solution Applies To Admin users

IssueIssue DescriptionAn email was sent to leads but immediately returned an 'Email Bounced Soft' Activity Type with the Activity Details stating: 'Details: Empty address: []'  SolutionIssue ResolutionThis is due to a token used in the 'From Address' Field in the Email editor that does not have a valid value or valid default value.For example: {{lead.Partner Email:default=edit me}}The Record's field value for 'Partner Email' is Empty.As there is no value for the record the token would use the default value 'edit me' which is not a valid value. A valid value must be an email string format such as mark@eto.com 

IssueIssue Description The Email Dashboard is not displaying accurate data after sending an email via the Email Program.     SolutionIssue ResolutionEmail dashboards can take up to 72 hours to fully propagate, if the data is still not accurate or updating after 72 hours please reach out to support for further troubleshooting.    

IssueIssue DescriptionWhen any link within an Email is clicked, the user is redirected to the wrong page.  SolutionIssue ResolutionThis can occur when Branded Tracking Links have been incorrectly configured and the user is being redirected to the fallback page. The following checks should be conducted:1. Ensure the correct Branding Domain is listed in Admin > Email > Branding Domains.2. Ensure your IT team have set a CNAME record to redirect from your Branding Domain to your Marketo Tracking Link. (e.g.mkto-****.com)Who This Solution Applies To Customers using Branding Domains

IssueIssue Description Importing a program from one subscription to another is failing and is returning the following error sent via email:   Marketo encountered an error while importing [Program Name]The token "lead.First Name" is not available in the destination subscription. It is either a custom field that you have to create or need to be synced from your CRM system, if you use one.   SolutionIssue Resolution Check if there is any malformed lead.First Name token in emailCheck if there is any malformed lead.First Name token in email template used by the email(s) in the programCheck if there is any malformed lead.First Name token within a program tokenCheck if there is any malformed lead.First Name token within smart campaign flow step(s) This error has been known to occur when the email template had a lead token coded as follows, with a line break between 'First' and 'Name': {{lead. FirstName}} Note: In this scenario, the error message received via email is actu

IssueIssue DescriptionYou are unable to check any emails to select in the Email Filter section in the Setup tab of your report (http://docs.marketo.com/display/public/DOCS/Filter+Assets+in+an+Email+Report) when Global Reporting is enabled (http://docs.marketo.com/display/public/DOCS/Report+Email%2C+Campaign+Performance+Across+Workspaces).  SolutionIssue ResolutionWhen using the Global Reporting feature in a report, you can only view a report for all emails across workspaces. You cannot filter the report to include only certain emails. 

IssueIssue DescriptionLanding Page is not selectable as a Web Page constraint value for a Fills Out Form trigger.  SolutionIssue Resolution Check if Landing Page is ApprovedCheck if Landing Page is within the same workspace as the Smart Campaign with the Fills Out Form trigger [Note: this condition is only applicable if there are workspaces within the instance]Check if Landing Page is NOT within an archived folderCheck if Landing Page has a form associated with it. If not, then it will not appear as a selectable option as Web Page constraint. While it is possible that a form can be inserted directly into the HTML of the landing page template, the landing page will not be associated with the form in this way.   For a Landing Page to be a selectable option as a Web Page constraint it must be associated with a form by inserting the form to the landing page via the UI as illustrated in our docs below: http://docs.marketo.com/display/public/DOCS/Add+a+New+Form+to+a+Free-Form+

IssueIssue Description The user role has all the permissions to Design Studio, but whenever trying to preview an email, a limited access message is displayed: "You do not have sufficient privileges to perform this action"     SolutionIssue ResolutionThe user role must have permission to 'Access Database'. The full access to Database is not needed, just the main access by selecting 'Access Database' and unchecking everything else underneath. The reason for this permission is that, when previewing emails, you are able to select to preview an email as a specific lead. In order for this to happen, users will need access to leads. 

IssueIssue DescriptionUsing the option to create a new Salesforce Campaign within the program sync feature, the Salesforce Campaign does not have the same status selection that the Marketo Program has.     SolutionIssue ResolutionThe Marketo Program will sync the membership only after adding members, and will update the status selections in the Salesforce Campaign to match.

IssueIssue DescriptionUnable to send Operational Email via Marketo Sales Insight in Salesforce when the lead is flagged as unsubscribed.     SolutionIssue ResolutionCheck the settings for your Sales Emails in Admin > Sales Insights.  You may have them set to "Respect Unsubscribe Settings." If you wish for MSI to respect the operational email flag this will need to be changed to "Ignore Unsubscribe Settings" for Operational Emails.   Who This Solution Applies To Customers using Marketo Sales Insight

IssueIssue Description The 'Marketing Suspend Cause' field is not available as an option in the Change Data Value flow step, or in the Smart List of a Smart Campaign, nor is it possible to manually update the field in the lead record.     SolutionIssue Resolution Unlike the 'Marketing Suspended' field which is not system managed and can be manipulated by the user, the 'Marketing Suspended Cause' field is a System Managed field and is not able to be updated by the user. The intention of the field is to provide additional details about why a record may have been marked as "marketing suspended" based on a background process. Note: The "Marketing Suspended Cause" field is no longer used by any background processes. It has been retained as a legacy field to preserve any information that might have been written to the lead record in the past.

IssueIssue DescriptionWindows Outlook users who use the Marketo Sales Connect plugin might have noticed that emails don't send as fast as they usually do. Unfortunately it takes a little longer than usual on this particular platform due to a recent MSC plugin update. We are working on a long-term fix for this subset of customers, but in the meantime you can use the following workarounds:   SolutionIssue ResolutionIf you switch Outlook to, "Online Mode" (as opposed to Cached Exchange Mode) this will decrease the total sending time. You can follow this document in order to turn off Cached Exchange Mode. If you would like to learn more about the differences between Online Mode and Cached Exchange Mode, you can read more here. Alternatively, you can also use the Web version or Mac version of Outlook to address this issue.Who This Solution Applies To Windows Outlook users who utilize the Marketo Sales Connect plugin.

IssueIssue DescriptionWhen validating the HTML of a template, you receive an error of 'Error: Nested Editable Element: ...' with the id of the element following causing you to not be able to approve the template.  SolutionIssue Resolution This is due to having an element with a 'mkto...' class nested inside another element with a 'mkto...' class. Below is an example:    <div class="mktEditable">      <div class="mktEditable"></div> </div>   You will need to remove the 'mkto...' class reference from one of the elements to be able to pass validation and approve the draft as in the corrected example below:   <div class="mktEditable">      <div class="newClassName"></div> </div> 

IssueIssue DescriptionThe Smart Campaign is returning N/A existing people when viewing the leads affected.     SolutionIssue ResolutionCheck the names of any Smart Lists referenced in the campaign's Smart List and ensure the special character '|' is not part of the name. Remove or replace this character and review the leads affected again.

IssueTracked links in emails resolve to "Your connection is not private", or other security warnings in the browser, when clicked.     SolutionThe browser is expecting the branded link domain to be secured with a SSL certificate. Subscriptions without Secured Domains for Tracking Links: Please contact your Customer Success Manager to discuss purchasing a subscription to Secured Domains for Tracking Links. Subscriptions with Secured Domains for Tracking Links: Please contact Marketo Support to provision a SSL certificate onto your tracking link domain. More information can be found here Overview & FAQ: Secured Domains for Tracking Links

IssueIssue DescriptionWhen attempting to add an additional Facebook or LinkedIn Launchpoint service, it does not appear as an option in the drop down.     SolutionIssue ResolutionWhile we only support one Launchpoint service for each integration type, we support multiple accounts through the Launchpoint service that the customer adds. The user account that is used to authenticate the service will need to have the appropriate permissions to each business page that is going to be used by the instance.

IssueIssue DescriptionUsing a token in the Smart List of a Smart Campaign yields unexpected results, an error, or the campaign to not trigger.   SolutionIssue ResolutionTokens cannot be used in the Smart List section of Smart Campaigns.Tokens can be used in the Smart Campaign Flow, in the following steps: Interesting MomentsChange Data ValueSalesforce Campaign Steps (add, remove, change status)Create Task

IssueIssue DescriptionWhen using a Velocity scripted my.token, the default value is not being used if the field the Velocity script is pointing to is not populated.  SolutionIssue ResolutionThe reason for this is because Velocity script isn't designed to consider a default value the way that a lead token would. It's designed to execute the code to provide the rendered value. Although the UI specifies to look for a default, that's ignored by design since the code itself is only looking for the value for those leads. If the goal is for it to evaluate and provide a known value, otherwise then render a specified default, that needs to be built into the Velocity script code itself. 

IssueThe GoToWebinar integration is not able to see a webinar that has been set up as a "Simulated Live" record type. SolutionGoToWebinar requires v2 for the GoToWebinar API for the "Simulated Live" webinars.  Marketo is still on v1 of the API so "Simulated Live" webinars are not supported at this time.    Who This Solution Applies To Customers integrated with GoToWebinar

IssueYou 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. SolutionThis 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:   (1) Change Data Value: Most Recent Website Visit 3 new value: {{lead.Most Recent Website Visit 2}} (2) Change Data Value: Most Recent Website Visit 2 new value: {{lead.Most Recent Website Visit 1}} (3) 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 looking into an activity log