Product Communities

SummaryLearn how to resolve issues with uploading SVG files to Marketo. IssueYou are not able to upload Scalable Vector Graphics (SVG) files to Marketo. You are encountering errors during the upload process or facing issues with improper display in browsers after uploading. Cause:The root cause behind such issues is often Marketo's security checks, which may reject certain properties of SVG files. This can lead to conflicts between what Marketo accepts and what browsers can display.  SolutionTo address SVG files not being accepted or displayed correctly in Marketo, try the following steps: 1. Change File Extension to .xml: Instead of saving the file with a .svg extension, save it as a .xml file. This will change the server MIME type and allow it to be uploaded to Marketo. Example: If your file is named "example.svg," rename it to "example.xml" before uploading it to Marketo. 2. Remove Unwanted Properties: If the SVG file contains additional properties or namespaces ca

SummarySome users encounter problems with their Marketo domain not handling URL parameters correctly and resolving URLs. IssueWhen using URL parameters, some users experience issues where their Marketo domain does not correctly handle and resolve URLs. Cause: The issues can arise due to errors in how the URL parameters are structured, syntax errors, or difficulties in the domain's ability to handle parameters.One common problem is placing the anchor (represented by "#") incorrectly in the URL string, especially before the parameters.     SolutionURL parameters are extra pieces of information added to a URL to provide specific data or instructions. E.g., Example Domain?parameter1=value1&parameter2=value2 However, incorrect handling of these parameters by the domain may cause issues in resolving the URL, resulting in broken links or incorrect behavior in your Marketo campaigns. Therefore, it is crucial to ensure that URL parameters are correctly managed to avoid any pr

IssueActivity History in Saleforce shows this message: [Email details are being uploaded from Marketo...please check back later] when emails are sent out from the Marketo Outlook Plugin.     SolutionThis message is created because of insufficient privileges for the Marketo sync user inside of SFDC. There is a permission for “Edit HTML Templates” that needs to be enabled for the sync user in order to prevent this problem from occurring. Background: When you send an email using the Marketo Outlook plugin, it is sent through the user's Exchange server rather than Marketo's email servers. Many users have an email signature that is automatically added to the email. This adds additional HTML to the email, which does not match the template already in Salesforce Sales Insight. Normally, Marketo would create a new template which Salesforce could then display in a link in the Activity History. However, in this case, the Marketo sync user does not have the necessary permissions, so

IssueYou added yourself to the Send Alert To portion of the List Import process and continue to receive unwanted Alert Emails every time a list is imported.         SolutionDuring the next List Import process to the problem Static List in Marketo, you'll want to select the Edit Send Notification from the window that pops up in the top right section of your screen after the import process is started. Selecting the Edit Send Notification will cause a new window to open up that shows all of the email addresses who will be sent an Alert Email once the import completes.     If you no longer want to receive the Alert Emails for this static list going forward, deleteyour email address and click save.    

SummaryEmail previews by list can only view the first 25 people. IssueWhen previewing an email and viewing people by 'List', you are only able to generate a preview for the first 25 people on that list. EnvironmentThis occurs in email previews. Root CauseThis is the expected behaviour for email previews. The intention of email previews is to allow for a quick confirmation that the email is compiling as expected, rather than to confirm it is correct for every recipient.

Effective monitoring in Adobe Experience Platform involves closely tracking various metrics and aspects of your platform's performance to ensure it operates smoothly and meets your business goals.Here are some key components of effective monitoring in Adobe Experience Platform:1. **Data Quality Monitoring:** Continuously monitor the quality of the data flowing into the platform. Identify and rectify issues such as duplicate records, missing data, or data inconsistencies.2. **Performance Monitoring:** Keep an eye on the platform's performance metrics, such as response times, data processing rates, and server resource utilization. Ensure that the platform is meeting performance expectations.3. **Usage and User Monitoring:** Track user activity within the platform. Understand how users are interacting with the system, which features they use the most, and if there are any bottlenecks or issues in their workflows.4. **Error and Log Monitoring:** Set up logging and error tracking to catch a

IssueDoes Marketo support syncing with SFDC Big Objects? EnvironmentSalesforceMarketo Engage SolutionNo. Marketo only supports syncing with SFDC Standard and Custom Objects. Related reading SFDC Sync: Custom Object Sync in Marketo GuideUnderstanding the Salesforce Sync in Marketo Guide  

Technical Advisory: To All DTM/Launch Customers Serving Libraries inside Mainland China Notification of Service ChangeEarlier this year, there was a degradation in the performance of our service in Mainland China affecting the domain adobedtm.com. To address the performance issues and comply with new regulations, Adobe has created an entirely new domain (adoberesources.cn). The Adobe Launch product and engineering teams are working on providing new environment embed codes using this domain within the product for those customers wishing to host inside mainland China and still leverage an Adobe Hosted option.  DTM will not be retrofitted with this capability so migration to Launch will be a prerequisite.   Customer ImpactCustomers who use the  “Managed By Adobe” host in Launch, or the Akamai embed option in DTM, have their libraries hosted on the adobedtm.com domain. This do

IssuePerson record's Activity Log shows repeat Company Name changes without any Data Value Change being logged. In this example screenshot, we can see that the person had the Company Name set back to the correct value by the CRM sync, but there is no record of the Company Name being changed in the first place. EnvironmentPerson records showing the change are all part of the same Account.One person on that holding Account fills out a form that updates the field "Company Name" to a value that is different from the Account NameCRM sync corrects the Company Name field back to Account Name SolutionSTEPS TO RESOLVE:1. Find the lead that change the Company Name field on the account with a Smart List filter:     DATA VALUE CHANGED    Attribute: Company Name    New Value: [Company Name from form fill-out]    Previous Value: [Account Name]2. Locate the Data Value Change in the Activity Log3. Check the date and time of the Da

IssueLead activity log shows "Change segment" or "Add to Segment" for a segmentation (i.e. "Change Title to "Directors")The named segmentation ("Title") does not show up in the segmentation list in Database EnvironmentMarketo instance with the Target Account Management feature SolutionEven though the activity log shows a segment activity, the segment is actually a Persona, which is a feature of Target Account Management.

IssueSyncing leads from Marketo to MS Dynamics gives error "Failed: INSERT for person [number] error: Could not Form URI for NavigationLink." EnvironmentMarketo synced to MS Dynamics SolutionThis error is generated in MS Dynamics and relayed back to MarketoCheck the Marketo Error logs in Dynamics for the error "insert[number] " and see if the logs give you any info indicating the cause of the errorIf you are unable to determine the cause of the error, gather the Marketo Logs and Marketo Error Logs from Dynamics and open a support case for further assistance. You may need to include your Dynamics admin on the case

IssueDelay in SFDC Sync causes email to be sent with unpopulated tokensWait steps in campaign designed to prevent race conditions are sometimes not long enough for the SFDC Sync to completeWait steps cause delay in customer receiving their email after filling out for - bad user experience EnvironmentSmart Campaign triggers off form fill and flow step syncs Person record to Salesforce Info from SFDC sync is used to populate tokens in emailCampaign uses Wait steps to hold email send until sync is finished SolutionSplit the Smart Campaign into two campaignsThe first campaign runs the sync activities, but does not send emailThe second campaign triggers off of the Data Value Changes resulting from the sync and sends the email with the email tokens populated

IssueNew person records are missing data and only contain Email Address. EnvironmentOn24 Event Partner Launchpoint Integration SolutionWhen Marketo pulls the Attendance Report, for On24 Events through the On24 Launchpoint Event Partner integration, as documented here:ON24 Event Registration Updates | Adobe Marketo EngageFor any net new records to Marketo (people who registered and attended the event outside of Marketo), Marketo will only sync the Email Address and Attendance Status. This will result in records in Marketo that do not have complete data from On24, such as First and Last Name.To avoid this scenario, it is recommended that all records are properly registered for the Event through Marketo, using Marketo Forms and Registration Campaigns as documented here:Create Child Campaigns and Local Assets | Adobe Marketo Engage

In September 2022, we released two Marketo Engage Performance Tier packages: Performance. Additional performance to meet the needs of high demand marketers. Performance Plus. Highest level of performance to meet the needs of any marketer. When you purchase a performance package, additional infrastructure is allocated to your Marketo Engage subscription. This allows your subscription to scale to meet increased demands.   Each package has a set of defined thresholds for various capabilities as described below. The thresholds represent the highest level of performance that can be achieved when using best practices. Exceeding a threshold may adversely impact performance or cause undesired product behavior. Each threshold falls into one of four categories: Entitlement, Scoping Parameter, Performance Guardrail, or Static Limit. For category definitions, and threshold values, please see the Marketo Engage Product Description here. If you would like to know how your current pr

If you use Web SDK for tracking purposes, you'll find that it is very difficult to read the event data in the AEP Debugger browser extension. This is because, by default, the Debugger does not parse JSON strings. As a result, all of the Web SDK event data gets lumped up in one loooooooooong single string, making it difficult to validate the individual field values properly. Even worse, because of this deficiency, the Excel download that the Debugger provides also suffers from very looooooooong JSON strings. And given how Excel formats cell sizes, the resulting spreadsheet can be very unwieldly to use! Contrast this with the Excel download that the Debugger provides for Analytics hits. Now, that download is much easier to open in Excel, and the individual data points, e.g. props, eVars, events, can be inspected more efficiently. (Side note: I've already added an Idea to parse the JSON output for Excel downloads in the debugger. Please upvote/like it if you want to see this Deb

On September 1, 2020, we tweaked the way that data element default values are set. Newly created data elements will no longer have a default value set automatically. Today I want to explain what the default values are for, why we're making the change, and explain the specifics of the change.Data Element Default Value UsageFor the purposes of this conversation, we'll define "data element" to be a pointer to data that will exist inside the client environment at run-time.  "Data element value" or simply "value" refers to the actual value that the data element points to or "resolves" to at run-time.Data elements can be used within events, conditions, actions, extension configurations, and even other data elements.  At runtime, the data element is resolved at the time that it is needed.  For example, you have a rule with a data element reference inside an action.  The rule's event is triggered, the conditions are evaluated, and so now we have to run the action.&nbsp

The BackgroundIn the old days of Adobe tag management, DTM provided a Google Analytics tool to help with the deployment of Google Analytics tags.With the initial development of (at the time) Launch, by Adobe, the Launch team built an extension for Google Universal Analytics to maintain feature parity for Google tags and to provide a known upgrade path for DTM customers.We eventually developed a Google gtag extension and a Google Ads extension to aid in deploying those technologies as well.  We had good intentions with the release of these extensions, but it was hard to prioritize any product work on these extensions when we had so much that we wanted to do with our own technologies. We didn’t even get around to updating the Google Analytics extension to use our own Gtag extension. The availability of Google Analytics 4 forced a reckoning where we needed to make some long-term decisions about the future of these extensions.The Google Global Site Tag extensionIn the interim, Ac

IssueAfter going through a modification of a text field type from 'Text' to 'String', the field is no longer available as a filter for smartlists. Don't worry, the field is not gone - it is just temporarly unavailable. SolutionChanging the field type from one type to another is a database intensive operation and in some cases where the field values are widely populated across your database records, this can cause the filter to be unavailable until the operation is completed in full. The time it takes for the field filter to become available may vary and it can take up to ~30 hours sometimes until the field filter is available again after the type of the field has been changed. 

Applies to: Email Performance Report, Email Link Performance Report, Engagement Stream Performance Report, Landing Page Performance Report, Program Performance Report, Sales Insight Performance ReportWhen you create a report in the Analytics area, by default the report will only show reporting for the current workspace.Once the report is created, under the Setup tab, you can add filters to filter by asset. For example, Filter Assets in an Email Report. If you filter for the workspace, it will show reporting for all assets in the workspace, similar to the default view without a filter:To add reporting across all workspaces, use Enable Global Reporting in the report settings within the Setup tab.Note: Global Reporting is only available in your instance's default workspace.

IssueAfter declaring a champion for your Champion/Challenger test, you notice that the test (ex: "Whole Emails" test) in the Marketing Activities asset tree under your Email Asset is missing.  Root CauseWhen you declare a champion, you select a Declare Date. Once this date/time is reached, only the new champion will be sent. After the test is over, it is expected behavior that the test (ex: "Whole Emails" test) will no longer be shown in the tree. This is because the test is no longer active. If you would like to retain your test data, it is recommended that you save this outside of Marketo.

IssueYou are seeing a discrepancy in email activities (Sent, Delivered, Open, etc.) when comparing the RCE Email Analysis report and Email Performance Report, when looking at the same email and date range.  Root CauseHere are some of the most common reasons for a discrepancy between the RCE and Email Performance Report (EPR): Deleted/Merged Leads: If you have leads that received emails and then were deleted or merged in Marketo, their individual email activities will be included in EPR. RCE will not count deleted or loser leads from a mergeRe-sent Emails: If you re-send the same email to the same lead using the same smart campaign, EPR will only show the 1st send occurrence. RCE will show all email activities for a lead.Delivered & Soft Bounce: There are situations where a lead will log a Delivered activity and then shortly after, a Soft Bounce activity. In these situations, EPR will show this lead as a Soft Bounce count, whereas RCE will show this lead as a Delivered count.

On September 30th, 2021 we sunset our Sales Navigator integration with Adobe Marketo Engage Sales Connect. When we first built this integration, we aimed to deliver key insights to sellers that allowed them to identify the right customers to engage with. This continues to be our goal as we invest in Marketo Engage Sales Connect and deliver future innovations to drive value to both our marketing and sales users. The sunset is in part due to the planned deprecation of LinkedIn’s Company and Profile API’s which we currently use to support the integration. LinkedIn has decided to no longer support these API’s and has not provided any replacement. There will be no action required on your part and you can expect to see the tab removed in September 2021. Kind regards,  Adobe 

Issue How to subscribe to Marketo service interruption and outage notices.       Solution Issue Resolution   Follow the instructions RE: Subscribe to Status page notifications for the latest information on service issues, degradations, or disruptions that may be impacting your Adobe Marketo Engage subscription.   

IssueAn email was expected to sent out on a specific cast of Nurture Program but a specific lead or couple of records did not receive it.  EnvironmentMarketo>Engagement Program SolutionThere are a number of steps to begin troubleshooting this query and here is a flowchart how to proceed.1). Check if engagement program is turned on from its setup up. Also check if at the time of email cast, the program status was on (this can be checked from Admin>Audit Trial)2). Check if the email asset which was expected to send was present in the Nurture Stream at the time of cast. Also check if that email asset was activated (having green arrow). Both of these can be checked from Audit trail where you will find the log of "Add Email" and "Activate Email" along with its date/time.3). Check if the lead is present in that specific stream using the smart list filter "Member of Engagement Program > Stream = <required stream>"4). In the same smart list, use filter of "Engagement Prog

IssueExecuting a GET API call to retrieve a list of available activity types in the target instance using the '/rest/v1/activities/types.json' endpoint, resolves with an unexpected attribute name for a field with the display name ID in the context of Marketo Custom Objects.An example of that may be a Marketo Custom Object with the following name: '3 to be', as can be shown in the image below:One of the '3 to be' Marketo custom object fields name is 'ID'. (highlighted in red).When performing a GET API call using the '/rest/v1/activities/types.json' endpoint, you will be getting a list of available activity types in the target instance, along with associated metadata of each type, however for a Marketo custom object with an ID field name, you may see it returns back with a slightly different name, in this case, it would be returning the following output for my test Marketo Custom Object activity: { "id": 100019, "name": "Add to 3 to be",