Product Communities

IssueBy default, new Marketo person records will not automatically sync to Salesforce to create new Lead records. There are other actions required to get these new records into Salesforce. SolutionIn order for new Marketo person records to sync over to create new Salesforce Lead records, they will need to be run through a Sync Person to SFDC flow step or be given a member status in a Program that is synced to a Salesforce Campagin. Sync Person to SFDC flow action: You can sync a new Marketo person record to Salesforce using this flow action as either a single step flow action or as a flow step in a smart campaign. Single-Step Flow Action: In Lead Database, select the Marketo person records you want to sync, click Person Actions > Salesforce > Sync Person to SFDCFlow Step: Creating a smart campaign that utilizes the Sync Person to SFDC flow step will sync the Marketo person record to Salesforce. Note: Other SFDC flow steps, such as Change Lead Owner, or Change SFDC Campaign st

IssueYou click on a link in a sample email to test form pre-fill, but when you do, the form is not pre-filled. SolutionWhen sending sample emails, the send sample feature does not generate links which are captured by the web browser, so the form pre-fill information is not passed.The test needs to be performed by sending an email using one the features below:   Single Flow Action "Send Email" in a Smart ListA Smart CampaignAn Email Program Once a live email has been sent and not a sample email, the tracked link which contains the mkt_tok passes the lead info and the form will now pre-fill with that lead's information until the cookies are cleared, a new browser is used or an incognito browser is used.

IssueIn the activity log, you see that a lead has been added to a Marketo Custom Object, but in the Custom Object tab there is no data. SolutionThe reason why that it appears as the custom object data is missing for a lead is because the custom object data becomes disassociated to the lead and associated to another lead when the custom object data is pushed into Marketo. When the custom object data is pushed to Marketo intended for lead A with the same dedupe field value of an existing custom object record associated to lead B, it disassociates it from the lead B and associates it with lead A. Therefore, when looking at lead B that has had an 'Add to Custom Object' activity, but does not have the Custom Object data visible in the Custom Objects tab, it is because the custom object data was associated to another lead.   For example: On Lead A, custom object data is added on x time with the dedupe field value 'test' --> custom object data is associated to this lead and is

IssueNew user gets message that the password link is expired when attempting to login for the first time. SolutionIf the invite isn't accepted within 24hrs of the first invite email being sent, it expires and there is no way to re-send it. You will need to delete the user and create a new one with the same email address. After you delete a user, it take a few minutes to clear out of the backend, so if you get a message that the user is already in use, just wait a few minutes and try again.

IssueEmail Link Performance report on the same email shows more clicks compared to clicks in the Email Performance Report. SolutionEmail Performance Report clicks shows the total number of leads who has clicked any link in that email. This count is independent of any links and how many times a lead has clicked any link on that email. Email Link Performance shows the number of unique people who clicked each link. It shows the number of leads who clicked that particular link. The same lead could’ve clicked another link. So in the total it would be counted as 2 leads in the report but in reality both are same leads. This is the reason why you see Email Link Performance report shows more clicks compared to clicks in the Email Performance Report    

IssueUser is unable to delete categories for their templates, regardless if they have Admin status. SolutionCategories cannot be deleted unless the user who created the category deletes it. If user is no longer with the company, then removing the user should also remove the categories associated with their account.  

IssueThe Get Lead Activities REST API is not returning any activities even though the lead referenced definitely has multiple activities of the type being called. REQUEST: https://[munchkinID].mktorest.com/rest/v1/activities.json?access_token=x&leadIds=123&nextPageToken=ABC&activityTypeIds=46 RESPONSE: { "requestId": "xyz123", "success": true, "nextPageToken": "ABC", "moreResult": true }     SolutionThe Get Lead Activity REST API are reliant on timestamps for their nextPageToken. Each Get Lead Activity call will go through 300 activities of ALL types from the timestamp placed on the nextPageToken. This is supported by the article http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET "By default, the endpoints mentioned in this section will return 300 activity items at a time.  If the moreResult attribute is true, this means that more results are available. Continue to c

IssueWhen sending an email from Sales Insight it looks as though it has been sent as expected, but the person to whom the email was addressed never received the message, nor can it be found via the Was Sent Sales Email filter in a Smart Campaign.     SolutionSales Insight for SFDC will not send to people who have a status of Email Invalid, Marketing Suspended or are Unsubscribed. Please validate that the person you are trying to send to does not have these statuses. As well, Sales Insight emails can be sent to groups up to 200 people.  Any more and your send will not process. If the person's statuses are as expected and the group was less than 200 people, please contact Marketo Support to troubleshoot further. Note: The Sales Insight plugins for Outlook and Gmail will send emails to leads regardless of Unsubscribed, Email Invalid, or Marketing Suspended status.  

IssueAcquisition Program is not being assigned when a new lead is created by filling out a form associated with a program.  EnvironmentForm embedded in a non-Marketo web page SolutionIn order for a program to be assigned as the acquisition program, the form and landing page both have to be child assets of the program. If the form is embedded on an external page, Marketo has no way to associate the form fill out with that specific program. You can either use a trigger campaign that looks for the form fill out and assigns the Acquisition Program through a Data Value Change flow step, or put the form on a Marketo landing page within the program.

IssueA recent email send resulted in a number of leads specifically blocked by Communication Limits, as seen within the Results or Lead Activity Log. What are the re-sending options? SolutionThe Marketo Application does not offer any automatic re-sending/rescheduling functions within the campaign. If communication limits are low, and records are blocked from being sent emails, you may need to adjust the limits or set the necessary programs or campaigns to ignore communication limits. Enable/Disable Communication Limits in an Email Program Apply Communication Limits to Smart Campaign - you would need to undo this process in this case. Even if the records were not sent the email because of Communication Limits, they would still be made members of the campaign or program.  If you were going to try to re-send these records that were blocked due to communication limits you could try this Filter combination: Member of Smart Campaign/Member of Program and Not Was Sent Email

IssueWhat type of formats are accepted for uploading data to Facebook custom audiences from Marketo?  SolutionNote: The phone numbers must always have the country code included even if they are in the same country as your business.. The endpoint for facebook allows the following formats: 1-234-567-891012345678910+44 123 456 7890 With or without punctuation is allowed.          

IssueYou are trying to access the Marketo site, but keep reaching a screen telling you your browser encountered an error. These error messages include: "ERR_EMPTY_RESPONSE" or "DNS_PROBE_FINISHED_NXDOMAIN"   SolutionFlush the DNS Cache on your local machine. To do so: Open Windows command prompt as admin (you can do this by searching for command prompt in Windows, then right clicking it and selecting "run as administrator")Run the command: ipconfig /flushdnsThe command will return a simple completed message or will prompt you for another command when it is doneRe-open your browser and go to the site you wanted to reach Please note: The DNS Cache is cleared on a normal reboot too. However, the hosts file on your computer will be used during startup to put in new DNS entries, so it will never appear completely empty if you open cache.

IssueA webhook that looks to be structured the same as other functioning webhooks is failing with HTTP Error 400: Bad URL request. SolutionA 400 error message usually means that the request was malformed. In other words, the data stream sent by the client to the server wasn't formatted in the exact way required by the receiving service.  You will need to work with the service you are trying to reach to figure out the exact cause of the error with the webhook.

IssueWhen you try to save a report in Revenue Explorer you experience  the following error: "Unable to save your file. Please try again or contact your system administrator for assistance."     SolutionIn order to save a file in Revenue Explorer you need to to save it in either "My Dashboard" or "My Report". RCE will not allow you to save files in the top-level folders.

IssueAre Marketo forms responsive? Will they auto adjust their layout to the size of the screen depending on if they are mobile or desktop? SolutionThe form layout can work responsively on mobile and desktop depending on how you have it setup. If your form in whole is never wider than your intended screen size (like a mobile at 480pixels), then the form will not differ on mobile devices from its desktop view. If your form is too wide, you can alter the layout using custom CSS on the form code to make the form fit within the mobile browser screen size bounds. How to edit CSS of a Form is covered here: https://docs.marketo.com/display/public/DOCS/Edit+the+CSS+of+a+Form+Theme    

IssueWhen trying to sync a lead to SFDC, it fails with an error message "_createSObjects failed - AgreementTaskTrigger: execution of BeforeInsert caused by: System.NoAccessException: Script-thrown exception ()" SolutionYour Salesforce instance has a custom  SFDC trigger that fires when you create a lead in SFDC (in the example, the trigger is named "AgreementTaskTrigger") but the trigger was not able to execute, so the sync failed.  To investigate this, you will have to set up a debug log on the Marketo sync user in SFDC and have your SFDC admin look into the details. If you disable the trigger in SFDC, the sync will work without an issue.  

IssueWhen you use the "Add to SFDC Campaign" flow step, and the lead isn't already in SFDC, this step will sync the lead to SFDC, and you want to know which assignment rules will be applied.   SolutionThe SFDC auto-assignment rule will be used. To explain this further, if for some reason you don't have lead assignment rules firing properly in Salesforce, it will be assigned to what is called the "Default Lead Owner" in Salesforce. It's not just "Add to Salesforce Campaign" that uses what is called "implied Salesforce actions". All of the following flow steps will sync the lead to Salesforce first before running the flow step if the person is not already synced to Salesforce: Add to Salesforce CampaignChange Status in Salesforce Campaign (this will sync them AND add them to the campaign first)Change OwnerConvert PersonCreate Task      

IssueChange Lead Owner reason shows "Synched from salesforce.com - fixup Lead Owner." SolutionThe "synched from salesforce.com fixup lead owner" activity means the lead owner was switched within SFDC, often times through auto-assignment rules. The phrase "fixup Lead Owner" is what Marketo records when it is taking the Owner ID being passed from Salesforce and translating it into the Lead Owner values (First Name, Last Name, Email Address, etc) to populate into Marketo.

IssueYou receive the following error: "Ouch! 500 Error Something went wrong. We monitor this sort of thing, but if you are an authorized support contact, you should create a support ticket."       SolutionThis can happen because of temporary network issues. Try out the following troubleshooting steps. 1. Clear Browser Cache 2. Try a different browser 3. Try a different device 4. Try a different internet connect (Hotspot/Tether from mobile) If you still have any issue after trying all these steps, please contact Marketo Support for further assistance.

IssueWhen a lead fills out the form in Marketo, SFDC sync for the new lead fails with an error  "Duplicates_Detected." SolutionThis error, "Failed: DUPLICATES_DETECTED: Use one of these records?" is a message Salesforce is sending back to Marketo, rejecting the attempt to sync the record. This means there's a setting in SFDC preventing duplicates from being created, possibly due to a custom deduplication rule on the SFDC side.   Recommended steps : Check the dedupe settings and check for these leads in SFDC based on the things other than the email address like first name, last name etc. You may need to work with your SFDC admin to determine why Salesforce rejecting the record as duplicate.      

IssueYou want to add multiple values to a Smart List filter as described here: https://docs.marketo.com/display/public/DOCS/Add+Multiple+Values+to+a+Smart+List+Filter . However, when you go to do so for a field that has a type of "Text" you are not able to add multiple values. SolutionThis is expected behavior for Marketo Text fields. As a workaround, you can add the same filter to the Smart List multiple times, one for each value you want included.   

IssueWhen using the "Sync to Salesforce" flow step and setting up choices, selecting "Do Nothing" uses the Auto-Assignment Rules in Salesforce. SolutionThis is expected. For this flow step, the choices are basically asking whether the record should be assigned to a specific person or not. When it is not specified (i.e., "Do nothing") the assumption is that you still want the record to be synced to Salesforce, otherwise they would not be in that step, but that there's no particular desire to assign it to a specific person. Thus, since SFDC records need someone to be the owner, the Auto-Assign rules are used by default  

IssueYou are setting times using natural language inputs, but are wondering: if I set a constraint of "in past 2 days", will that looks at the last 48 hours or will it look at the last two calendar days from Midnight-Midnight based on the timezone specified in my instance?     SolutionUsing a constraint that is looking "in past 2 days" will look at the last 48 hours, if it was set as "in past 3 days" it would look at the last 72 hours, etc.  

Issue A lead/person completes an action that should trigger a Smart Campaign located in a Workspace, but the campaign does not trigger.   Solution If you have Workspaces and Partitions set up on your instance, some leads may not be available to some campaigns, due to workspace and partition restrictions. When a workspace only has access to certain lead partitions, leads in other partitions are unable to trigger campaigns in that workspace. So if Workspace 1 has access to Partitions A and B, leads in Partition C cannot be included in any campaigns for Workspace 1.   To resolve this issue, you would need to change the restrictions that are preventing the leads from being able to trigger campaigns in a particular workspace. These can be changed by going to Admin > Workspaces & Partitions > Edit Workspace (with the appropriate workspace selected).Whether it makes sense to make this change should be reviewed first.   Often workspaces are setup to be speci

1. Navigate to https://status.adobe.com    2. Click Manage Subscriptions      3. Sign in using your Adobe credentials or click Create an Account to log in                                     4. Click Create Subscriptions       5. Under Experience Cloud, click on Adobe Marketo Engage to expand:   6. Select Product Offerings or Services and click Continue                                         Prior to selecting a regional location(s), you will want to identify what data center and pod/server your instance is located in. You can access this information from the Adobe Marketo Engage Admin tab. After clicking on this tab from the menu at the top of the page, select My Account on the left rail:            Scroll down to the