Product Communities

IssueHow deleting or archiving programs will affect the Lead field: Acquisition Program.     SolutionIf you delete a Marketo Program, the field will append a "deleted" at the end of the Program Name. For example, if the Program Name was "July 2016 newsletter" for Acquisition Program, after deleting the Program, the field value would change to: "July 2016 newsletter  -  deleted (####)". The numbers represent an activity ID on the backend. Note: Archiving Programs does not affect the Acquisition Program.    

IssueYou are considering archiving or deleting old programs, and you are wondering how that will affect reporting on membership of leads.     SolutionIf you delete a Marketo Program, the membership data will be lost. Technically, in the Lead record Activity Log, there will not be an activity for "no longer in program," but any and all reporting will not be able to report from deleted programs.  Keep in mind that Marketo Support cannot restore deleted programs. Archiving Programs keeps program membership data. This means that Analytics reporting, including Revenue Explorer, will be able to see archived programs and the related data. However, smart lists will no longer be able to reference the archived program. For example, say the smart list was: "Member of Program, program is [name]". In this situation, the smart list wouldn't be able to locate the program.    

IssueLeads are not syncing from SFDC to Marketo after the sync user has gained access to them.     SolutionMake a change to the lead records to queue them to sync. SFDC has permissions that allow specific users to access some leads but not others. Your Marketo SFDC sync user is a user that can have this setting applied. The sync user can also have that restriction removed to allow access to those leads. When Marketo checks Salesforce for people to update, it is looking for leads who have had record updates since the last sync. Changing visibility rules in SFDC to allow the sync user access to those leads does not update the records themselves, only the accessibility to those leads by the sync user. This means that if the sync user couldn't access the leads before but now can, they still won't sync to Marketo until they have a field update. You can change a field value, but another option is to run the Data Loader in SFDC for those affected leads. That will create a new

IssueYou created a picklist field in SFDC and want to know if that field will sync down to Marketo with the field type of picklist.     SolutionMarketo has a picklist option in form fields, but not in Lead Database fields. When you sync a field from SFDC that has the type of picklist, this field will show in Marketo with a type of String. However, when you create a form, the field type for your field will show as "select," which is a picklist.  

IssueYou have been sending live emails (non-samples) to yourself or colleagues to test functionality of an upcoming email blast, and even though you may be opening the email, you are not seeing the open email activity on the Lead Activity Log.     SolutionNote that there may be a slight delay between opening the email, and the activity displaying on the Log. Marketo considers an "open" to be when the images in the email are downloaded, specifically a single-pixel tracking image. The recipient may be receiving the emails and viewing them, but not downloading the images. This would not count as an "open."  Please note that since text-only emails have no images, so they will never log an Open activity. If the images are being downloaded, and you are still not seeing the activity after about 5 minutes, check to make sure there are no duplicate leads that are logging the activity instead.  If you need further assistance, please contact Marketo Support.    

Issue"Added to List" trigger is not firing when a lead is imported to a list when the List Import Mode "Skip new people and updates" is selected.     SolutionCampaign triggers fire when the triggering activity is written to the lead's activity log. "Skip new people and updates" mode specifically skips activity logging. Since the "Added to List" activity is not written to the lead record when a lead is imported, the campaign will not be triggered.

IssueThe URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning.  SolutionThis can happen if the primary domain and DNS are SSL secure, but Marketo is not.  For instance, if your primary domain is "mycompany.com" (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS.  This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure.There are two ways to resolve this: Work with your IT department to see if there is a non-SSL option for your DNS Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure. If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.     

IssueYou sent an email using a Smart Campaign and the email performance report for the email shows more Sent than there are members in the Smart Campaign     SolutionThe email may have been sent by more than one campaign.  You can determine this by looking at the "Used By" info on the email's summary page, to see which campaigns sent the email.  In this case, you can use the Campaign Email Performance Report to view the email's performance within the specific campaign.

IssuePerson/Lead Source is empty. Why isn't it populating?     SolutionMarketo does not automatically assign Person Source. We do populate Original Source Type. Assigning credit for a Lead can only be determined by someone with intimate knowledge of a company's marketing strategies.  If someone fills out a form, Marketo doesn't know if they were brought to that form by an email blast, TV commercial, talked to a salesperson, or any number of other reasons. If they came in through a List Import, they could have attended a Tradeshow and signed up there, they could have been exported by a CRM and are being imported, or any number of other ways.  There are many discussions on best practices for handling Lead Source attribution in the Community.  If you need assistance setting up Smart Campaign to update the Lead Source based on your specific business criteria, please contact Marketo Support.    

IssueEmbedded Marketo form not visible in Firefox Private Browsing mode. SolutionFirefox's private mode will be enabled by default. When you embed a Marketo form in your own webpages and view it in Firefox's private mode, it will disable the Javascript as part of the tracking protection of this browser. JavaScript is needed for the forms to appear on the landing pages or webpages. The "Tracking Protection" in the Firefox browser will need to be deactivated for the form to appear. Here is an article from FireFox regarding the Tracking Protection: https://support.mozilla.org/en-US/kb/tracking-protection    

IssueThe "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview.     SolutionWhen you Preview an Email you are viewing the layout of the email, but system tokens will not function. When you send a Sample Email, you can test everything as if you are the customer including the system tokens {{system.viewAsWebpageLink}} .

IssueWebinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login.     SolutionMarketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration. Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service.  Create the integration user in the webinar provider and complete the integrationRe-enable SSO for your webinar service after the webinar is over.   Who This Solution Applies To Clients leveraging SSO for Launchpoint services    

IssueWhen making API calls, Marketo reports the daily API limit has been reached but does not show when the limit resets.  SolutionWhen Marketo shows the daily API limit has been reached, it will reset itself that night at midnight central time, and then will allow for the API calls to resume. These are the reset times according to US time zones.  10:00 PM Pacific11:00 PM Mountain12:00 AM Central01:00 AM Eastern      

IssueMarketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser. SolutionThe templates are created when Marketo syncs lead email activities to Salesforce.  You can disable these activities from syncing in Marketo Admin > Salesforce > Edit Sync Options. Unselect the Email activities or Sales Email activities you have synced.  The templates will no longer be created, but you also won't get these activities pushed from Marketo anymore. This applies to both Sales Insight and normal Marketo sent emails.     If you would like to note an email was sent to a lead without enabling these activities, you can utilize Interesting Moment Flow Steps or Create a Task to sync via the activity log!   Who This Solution Applies To Customer using Sales Insight for Salesforce    

IssueWhen you add variables to your email template assets, the value assigned to that variable is not showing in the text-only version of the email even though it shows in the HTML version. SolutionEmail 2.0 variables do not pass the defined values for variables through to the text-only email. Since Marketo token values are passed through to the text-only email, customers may expect variable values to also be passed through to text-only emails. However, this is not currently the case.

IssueWhen creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded: "Error running Smart List: Check your Smart List configuration" SolutionThings to check: The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ".The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username] This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user.    

IssueLead owners are required when syncing a lead to Salesforce, but is there a way we can sync them without assigning a lead owner? Yes there is, and it's called lead queues!     SolutionHow to do it: Lead queues must be set up in Salesforce first. Like lead owners, the queues must be visible to the Marketo Sync user before they can be selected.Select the lead queue you want leads to be assigned to in the 'Sync Lead to SFDC' or 'Change Lead Owner' flow steps.Qualified leads that pass through this flow step with then be synced to Salesforce and assigned to the lead queue rather than a lead owner. A few important notes: Only leads can be assigned to a lead queue, contacts cannot and must be assigned an owner.Assignment rules in Salesforce can conflict with the request sent from Marketo. Double check these assignment rules to make sure there are no conflicts.  

IssueNone of your tokens are rendering inside of your .ics Calendar File token and instead are showing as the {{lead._____}} form.     SolutionThis is caused when a single token has an undefined value, such as a 'My Token' which doesn't exist in your Program. Send yourself a version of the Calendar file and look for a blank space where a token should be- This will be the token causing the others to not work. Make sure to define a value for this token and then your Calendar File will render without issue.    

IssueCan Email Insights Quickcharts be shared across users within Email Insights?     SolutionAt this time Email Insights saved Quickcharts are user-specific and cannot be shared or viewed by other users. You can share the quick chart with anyone by downloading the chart as a PowerPoint or Excel file. Who This Solution Applies To Email Insights Users

IssueYou send a sample email to test the tokens in a Calendar (.ics) file, and the tokens are not populating. Create a Calendar Event (.ics) File     SolutionTokens in an .ics file do not populate for sample emails.  Send the email to a test lead via 'Send Email' Run Action in the Database instead or via a smart campaign.

IssueClicking on a link in a Marketo e-mail that re-directs to a non-Marketo webpage destination does not open the page.     SolutionComplete the troubleshooting step below. If they do not resolve the issue, include the results in a Marketo Support Ticket. Check the CNAME is correctly setup for the email tracking link Check that the Default Branding Name matches the CNAME in Step 1 (check for typos).  If you are unsure you can visit CNAME lookup on mxtoolbox and enter the default branding name to check. Under the Domain field enter your default branding name. Do you have SSL for tracking links enabled? If Yes, tracking links in emails should start with If No, tracking links in emails should start with   If you do not have SSL enabled, but when you click the link it resolves to ,try a different network and see if it still occurs. Your network may be configured to automatically use HTTPS automatically even if the link is specified as HTTP. (Check with you

IssueWhat type of HTTP Redirect Rules does Marketo use when you setup a redirect rule in Admin > Landing Pages?     SolutionInternal Pages such as landing pages hosted on Marketo will use a HTTP 301 RedirectExternal pages & non landing page URL's (when using "non-Marketo landing page") used in the redirect rule will utilize a HTTP 302 Redirect: Branding links do not use an HTTP Redirect and use a script-based redirect on the Branded links page. Example: Email branding link - go.mybranddomain.com/ABCDEFIlB0ETg0X063WLL1 is a Marketo hosted page that utilizes a script to redirect & point to thetargeturlinanemail.com

IssueThe "mailto:example@marketo.com" link in an email should open an email with pre-filled "To address" (mailto address) but nothing happens when the link is clicked SolutionTurn off tracking for mailto: links.  Refer this article for more information on how mailto: links works and why tracking links will break it:  http://blog.teknkl.com/stop-trying-to-track-mailto-links-if-you-want-them-to-work/.  

IssueEmail filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in.     SolutionThis can be remediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.        

IssueAn Engagement Program failed to send an email in the nurture stream. SolutionCheck the approval date of the email against the date of the last engagement cast. If the email was unapproved at the time, or was not activated as content, the email would not have been sent.