Product Communities

IssueDuplicate records were sent an email from an Email Program. SolutionWhile Marketo prevents sending emails to duplicate records (i.e. same email address) via the same Smart Campaign, it is possible to send an email to duplicate record when there is A/B test configured for the Email Program. Specifically, one record can be sent an email from the test send while the duplicate record can be sent the email from the winner send. For example, if there are two records for "mary@mail.com" in the audience, Mary can be sent two emails as follows: One record can be sent the email by qualifying for receiving the test from the sample size of the A/B testThe other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B test   Note: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario. To prevent this from occurri

IssueNaming conventions of email in email performance report SolutionEmail reports will use an email's full label including the program it exists in. Although asset names cannot duplicate within Programs, they can be duplicated within the whole Instance and Email Performance Reports have access to emails from an entire instance. For example if you had two newsletter programs, both with an email named "October Newsletter" the full program name can help differentiate between the two. NL-2018-10-Technology Program.October Newsletter NL-2018-10-Industry Program.October Newsletter The email report will always display with the full email name including the program it was created in to avoid this confusion. Even within a specific Program Report, you can access all emails within the Instance.

IssueYou would like to know which partition a record that was captured by using "Forward to a friend link" in an email will be created in. SolutionThe record will be created under the partition which is associated with the work space under which the email asset is present. The record will not be created under the default partition.  For example, if you have a workspace named "Asia" which is connected with the partition named "APAC", then leads created via Forward-to-Friend links in emails stored in the "Asia" will be created in the "APAC" partition.

IssueWhen attempting to import an audience through the Facebook Custom Audience integration an error is received with a variation of the following error text: "error_code": 1870068,"error_summary": "Contains a Disabled Audience","error_message": "Contains a Disabled Audience: This ad set was pausedbecause it contains at least one audience that was disabled. Disabledaudiences were shared by accounts that are no longer active. To fix this issue,remove the affected audiences: <affected_audience_names>" SolutionFacebook allows for audiences to be shared across multiple business managers. In the past, if one business manager was disabled after sharing an audience, the remaining mangers would still have access to that shared audience. Facebook made a policy change December 11th, 2018 which has removed the ability to access those shared audiences owned by disabled accounts.       To resolve this error, the disabled account must be reinstated by Facebook or an altern

IssueAfter the switch to a secured domain (from http -> https), landing pages display both a broken format and mixed content warnings. SolutionMake sure all links referenced in your Landing Page Templates and Landing Pages are secured, in other words served with the appended in the front and not Step 1: Open up Landing page with non secure warning sign Step 2: On Google Chrome right click on the page that is displaying the warning and select "Inspect." On Mozilla Firefox it's called "Inspect Element." Look for any "Mixed Content" warnings. Step 3: Find and address the links that are referenced in the error messages **If the link that is unsecure is a custom CSS file, these files will need to be moved and hosted in a secure location so that the links are loaded over https.   Who This Solution Applies To Customers with Secure Domains for Landing Pages Service

IssueHow to change the displayed name for your Marketo instance.     SolutionAdmin users for the Marketo instance can navigate to Admin > My Account > Edit Subscription Information and give the instance a friendly name of their choice. Once that is done, the name on the top left corner will change to what was input in Edit Subscription Information.

IssueYou want to push Marketo activities into MS Dynamics.     SolutionMarketo has the ability to push activities in SFDC, however, the same feature does not exist for MS Dynamics.  Instead, you can use Interesting Moments in Marketo Sales Insight to pass activities into Microsoft Dynamics.   Who This Solution Applies To Customers using Microsoft Dynamics.

IssueYou want to know the difference between a field with the type of string and text area.   SolutionBoth a string and text field will hold information that you can freely write in. The major difference between the two fields is how many characters you can put in these fields. A string field has a limit of 255 characters, whereas a text field has a character limit of 30,000 characters. (This is a general rule.  It may vary by application and platform.) A string field is a good choice if you wanting to store data like address, names, or simple custom data. A text area field is a good choice when you want to store information from something like a comment box on a form or if you are importing a large block of text.  

IssueYou go to a Marketo form that has prefill enabled and see that it contains some other person's information. SolutionForm prefill can display another person's information if a Marketo email sent to one person is then forwarded to someone else.  Clicking on another person's tracked link cookies you with their information and causes it to prefill in the form.  To correct this, clear the cache and cookies on your browser.  If you would like to make sure this does not occur with your customers, please disable form prefill for the fields on your form.  There is nothing wrong with the forms or landing pages themselves, it is simply a matter of another person's cookie being placed on the browser by the forwarded email tracking link.  

IssueYou try to approve a segmentation and get the error message of "No possible draft" even when there is a draft in place. SolutionThis error message can be a little misleading, as there usually is a draft in place. Check to make sure that segments in the draft have Smart List filters in place and that there are no empty values in the smart lists. An example of an empty value would be "First Name is ____" instead of "First Name is Joe."

IssueIf you create a Landing Page Domain Alias within Marketo Admin > Landing Pages > Rules, you are given the option to set up a Default Page for that Alias. What happens if an end-user navigates to an invalid page on the Domain Alias?     SolutionLet's say that your Branded Domain Name is pages.domain.com, and the Fallback Page set to domain.com.You have also set up a Domain Alias: pages.otherdomain.com. The Default Page for that Alias is: otherdomain.com. When you navigate to an invalid page on the primary domain (pages.domain.com/invalid-page.html,) you will be redirected to the Fallback Page: www.domain.com. If you were to navigate to an invalid page on the Alias (such as pages.otherdomain.com/invalid-page.html), you will be still be redirected to the Admin Settings Fallback Page: www.domain.com. The Domain Alias Settings are particular in the sense that the exact setting is for the "default page". You will only be redirected to the Domain Alias Default Page

IssueYou have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. SolutionWhen emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field.  A more accurate name for this field would probably be "This email was suspended at some point in its history."  The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field.  If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance.  However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting.  It is not possible to set "Email Suspended" to "false" once it has been set to "true."  The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce.    

IssueYou created a batch A/B test with a sample size of 100%.  Even though all the leads should have been sent the test email, some leads still receive the winner.     SolutionEmail Batch Programs are built in such a way that the test is sent with an background 'exploration' Smart Campaign, and the winner is sent with a background 'exploitation' campaign.  The exploitation campaign will send the "winner" email to the following Smart List: Member of Program Not Sent Test Email There are two situation where the exploration campaign may not send to all the leads in the program, even when the sample size for the test is 100%. If there are duplicate leads in the program, the program will not send the email to the same address twice.  It will send the test email to the first lead and skip all following leads with the same email address.  Those skipped leads will then qualify for the "winner"/exploitation campaign and will receive the winner.If there are le

IssueCan the {{system.unsubscribeLink}} be customized to point to a different page, such as a preference center?     SolutionIssue ResolutionThe system token unsubscribe link will always behave the same way, and it cannot be customized. The {{system.unsubscribeLink}} will always bring you to: sub.domain/UnsubscribePage.html. If your Landing Pages are not branded, this system token will still behave the same way and take the lead to your out-of-the-box Marketo Unsubscribe Page (ending in /UnsubscribePage.html).If you want the link to go to a different page, the easiest workaround is to create a redirect rule that sends visitors to UnsubscribePage.html to your custom page instead.

IssueWhat will happen to leads currently in flow steps if you deactivate a trigger campaign?     SolutionIf you deactivate a trigger campaign, all leads that are currently in the flow will still be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps.  To stop people from continuing through the campaign flow steps, you have 2 options: Remove people from flow steps. (Recommended option) Note: You may want to add that flow step after every flow step, to target all areas where people may still be in and processing.Delete all flow steps. As people complete any flow step, they will no longer have a next option.

IssueYou have a Smart List that should exclude a group of leads from a campaign, but they still show up in the Qualified Leads list     SolutionCheck the filter logic for your Smart Lampaign. "Or" logic allows leads that only qualify for some but not all of the filters to be included in the membership.  For example, you could have a Smart List with the following filters. SFDC Type = ContactsUnsubscribed = False (You are trying to exclude unsubscribed leads)Visited Webpage - company.com/products   If you use the following Advanced logic - "(1 or 2) and 3" - you will still have unsubscribed leads showing up in the list because they are Contacts, and the logic says they can be either Contacts or Unsubscribed = False.  They only need to satisfy one of the two filters to qualify, and an unsubscribed Contact would go through. There is a blog post that goes into more detail on this.  Smart List Logic - How many people do you want in your club?   &nb

IssueYou want to delete an Email Template but that template was used to create existing emails in your instance.     SolutionIt is not possible to delete an Email Template that is in use by emails in your Marketo instance, even if those emails are not approved.  If you wish to delete the template, you will need to first delete the emails that use it.  You can find these in the Used By tab in the template's information.  Alternately, you can break the connection between the email and the template, which would allow you to keep the email but delete the template.

IssueA lot of people suddenly synced from Salesforce to Marketo. They have been in SFDC for a long time, so you're wondering why they suddenly synced.     SolutionPeople sync from Salesforce for a number of reasons. If they aren't new leads, then they probably met some criteria that caused them to be visible to the Marketo Sync User and sync down. One thing to keep in mind is that if the visibility rules change, Marketo won't actually see those people until a field that Marketo can see changes. Marketo looks at the "sysmodtime" stamp on a record. This indicates the last time a record was modified. If the record was changed since the last time the sync ran, then Marketo updates the record on the Marketo and SFDC side with the newest information. There have been cases where the visibility rules changed, but the new records that Marketo could see weren't updated for a considerable period of time. (This could be as long as years.) However, if something eventually changed and

IssueA newly created Program is not showing up in Program Cost Analysis Report.     SolutionThe Program Cost Analysis Report takes a little time to show new Programs that have just been created. It doesn't do much good to show a success metric before a program has had a chance to succeed so it needs time in order for data to be collected.   If you don't see the program in the report within 48 hours, check these things: If there is a view filter in placeThe program is active and approved   If all that looks good contact Support for additional troubleshooting.

IssueList Import shows other lists Pending Import import even though you are only importing one list.     SolutionThe List Import function can be accessed via API as well as through the Marketo user interface.  By default, the list import function can process two list imports at a time and can queue up to ten more.  If the API has a large number of list imports queued up, this may interfere with your ability to import lists in your Marketo instance.  If this occurs regularly, you may want to work with your IT department to schedule the API calls to run outside of business hours.

IssueWill custom settings, such as Launchpoint integrations, API configurations and SFDC sync settings, remain in place when doing an instance copy, or will they be overwritten?     EnvironmentNon-Microsoft Dynamics integrated Instance SolutionAll permanent configuration settings which can be done to a Marketo instance are reset to the default values or settings in the destination instance. Everything is copied except for the below list: Lead Database and activity history are not copiedCRM configuration is reset on the destination instance.Users are not copied.CRM Field Mappings are removed in the destination instance except for standard mappings, and must be set during the Field Mapping Stage of CRM sync initialization.RCA information is not copied.Program subscriptions are not copied.Campaign History is not Copied.CNAMES for Email links and LPs are not copied.All Account-string based properties are modified accordingly.Munchkin ID of the destination instance is preserve

IssueYou want to know if it's possible to have the same folder name in both the Default workspace and another workspace.     SolutionYou cannot have the same folder name in different worksapces. For example, if you have a folder in your Default workspace named "Test" and then you try to create another folder called "Test" in a different workspace, this will not work. The same thing will happen if you try to clone a program to a different workspace and you use the exact same file name. When you are creating new folders or cloning programs, you must use a unique name.

IssueYour Salesforce sync cycle is taking longer than usual.  How long is too long?     SolutionBy default, Marketo starts each Salesforce sync cycle five minutes after the previous cycle completes.  Each sync cycle may take a couple of minutes or a couple of hours, depending on how much data needs to be written across.  If you notice your sync cycles seem to be taking longer than usual, here are some things to check. Have you done a large update recently?  This can create a backlog that can take time to work through.Have you added new fields to any of your synced Salesforce objects?  The more fields on the object, the more data needs to be written across, extending the sync cycle. If you would like to streamline your Salesforce sync, do an audit in Salesforce of fields visible to the Marketo Sync User.  If there are any fields that are not used in Marketo, remove visibility to them so Marketo does not waste time syncing them.  

IssueYou have a CNAME for your Branded Tracking Links in email but want to restore the settings to the system default (example: mkto-ab01234.com).     SolutionOnce you have set up a Branded Tracking Link domain, it is not possible to restore it to the Marketo default.  You can change it to a different CNAME domain, but it is not possible to revert to the original.

IssueYou want to find the day that a piece of predictive content was discovered.     SolutionThere isn't a direct way to see the exact date a piece of content was discovered. What you can do is filter the results to content discovered during a specific time frame. Go to the "All Content" tab.Select the Calendar on the upper right sideChoose the time frame and click Apply. Result: You will see only the content that was discovered during that time frame.   Who This Solution Applies To Customers with Real-Time Personalization (RTP) or Predictive Content.