Product Communities

This document only applies to a subset of Marketo customers that were contacted on August 26, 2019. If you are unsure if this applies to your Marketo subscription, please Contact Marketo Support at support.marketo.com.OverviewGoToWebinar is changing its authentication protocol used for API access. Their legacy protocol, OAuth v1.0, will no longer be used after October 1, 2019, and all services accessing GoToWebinar (Marketo) will be required to use the new authentication protocol, OAuth v2.0. Marketo is updating our system for a subset of Marketo customers to utilize the OAuth v2.0 authentication protocol for new login authentication. All newly initiated service authentications between Marketo and GoToWebinar will use OAuth v2.0. However, all existing GoToWebinar services currently logged in and in use now must be reauthenticated manually. All customers who use GoToWebinar must reauthenticate each of the logins for these services in your Marketo instance b

  NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.   IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance and set up their profile first. This can be done by logging into your Marketo instance and either clicking on the Community button in the upper right-hand corner of your instance. The user will be brought to a page where they will need to pick their Username and fill in their First & Last name and then save. Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed.Below is an example image of the community link each user must click:       This will bring you to the Communit

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

Issue 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: Issue Resolution If 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.

Issue DescriptionIntegration is not able to see a webinar that has been set up as a "Simulated Live" record type in GoToWebinarIssue Resolution This is not currently possible as the Launchpoint integration between GoToWebinar and Marketo does not utilize version 2 of the GoToWebinar API and v2 is required for "simulated live"  (recorded) webinars.Who This Solution Applies To Customers integrated with GoToWebinar

Issue DescriptionWhen selecting an image to display on a landing page, the image shows as a featureless grey box. There are also spaces in the image's file name.Issue Resolution Ensure that there are no spaces in the image's file name in Marketo. If there are, remove the spaces from the file name and re-upload. 

To enhance the stability of Marketo’s email assembly infrastructure, we are disabling some Velocity Script functionality on June 14, 2019.What change is being made?The following Velocity Tools will permanently be disabled for use in email script, on June 14, 2019.My Tokens:classToolcontextToolresourceToolSome common use examples of these tools include:$class.getClass()$context.When are these changes taking effect?These changes will take effect in the June 2019 Release on June 14, 2019.How did it work before?The way Velocity Tools are used in your email scripts is highly dependent on the structure of your code and varies on a case-by-case basis. To identify how you are currently utilizing Velocity Tools in your email design, please consult directly with your developer. Documentation on each tool can be found on Apache’s website at the links below:classTool : https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ClassTool.htmlcontextTool: https://velocity.apa

Issue DescriptionYou may have received an alert from Salesforce informing you of End of Life for TLS v1.0 and 1.1 as of September 2019Issue Resolution Marketo Supports TLS encryption v1.2, and is fully ready for Salesforce End of Life of versions 1.0 and 1.1https://www.marketo.com/company/trust/security/Who This Solution Applies To Salesforce Administrators

Issue DescriptionAn email was sent to leads but immediately returned an 'Email Bounced Soft' Activity Type with the Activity Details stating: 'Details: Empty address: []'Issue Resolution This 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

If you tried to Verify the Setup and Configuration of Marketo Sales Insight via the Sales Insight tab in the Admin section of Marketo Lead Management, and the MSI Status wasConfiguration Problem, a configuration error in your Marketo Sales Insight setup was detected, meaning that one or more of the required fields/objects for synchronization were not properly configured in Salesforce.Click the Configuration Problem link to launch the Salesforce Configuration Problem dialog box, which displays the detected errors.Sample Error Dialog Box: The system verifies the configuration of the following eight check points in Salesforce:Lead Score Field (Lead)Lead Score Field (Contact)Relative Score Field (Lead)Relative Score Field (Contact)Relative Urgency Field (Lead)Relative Urgency Field (Contact)Priority Score Field (Lead)Priority Score Field (Contact)The error message displays the fields/objects that are causing errors during sync between Marketo and Salesforce. The goal of this article is to

Issue DescriptionWhen editing a template and you validate the HTML, 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.Issue 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>

Issue DescriptionUnable to send Operational Email via Marketo Sales Insight when the lead is flagged as unsubscribed.Issue Resolution Check 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

BackgroundThis document provides updated information for customers that were impacted by the Communication Limits issue beginning on June 11, 2019, or June 14, 2019, depending on the data center your instance is in. During this issue, our systems may have inadvertently over tracked the send count per lead or missed tracking the count resulting in too few or too many emails sent to leads. For more background information regarding this issue, please refer to the Communication Limits Issue: FAQ document. Impact UpdateWe also identified that this issue may have resulted in incorrect email send count database entries for dates in the future. The number of incorrect database entries coincides with the number of times a lead was processed during a campaign. The newly identified issue only impacted customers with subscriptions that have a default subscription time zone that is ahead of Central Time (GMT-05:00), starting from Eastern Time (GMT-04:00)

IssueIssue DescriptionWhen syncing records between Marketo and Dynamics, an error is received of "Marketo is unable to update the following records in Microsoft Dynamics" due to "A record was not created or updated because a duplicate of the current record already exists".  SolutionIssue ResolutionThe reason for that error is due to custom de-duplication rules set up in Dynamics, specifically when Marketo inserts a lead record or updates lead and contact records. There are a couple ways this issue can be addressed:1) Your team can review the custom de-dupe rules in Dynamics and open them up so Marketo can insert/update records. We recommend this step first!2) There is a Support tool that will allow suppression of the de-duplication rules set up in Dynamics for the sync user. With this tool, the sync user will be able to insert leads for the first time or updating a lead or contact. This process isn't typically recommended as a first step because it can lead to duplicate reco

OverviewMarketo launched the new Email Editor 2.0 with the Spring ’16 release. Email Editor 2.0 is fully backward compatible with Email 1.0 emails and Email 1.0 email templates and also provides a large number of added capabilities. For this reason, after June 18th Email Editor 1.0 and Email Template Editor 1.0 will no longer be available within the Marketo application. All Marketo subscriptions that have yet to enable Email Editor 2.0 will be seamlessly transitioned to Email 2.0 on this date.Note: This change is not tied to a Marketo Release.What are some benefits of using Email Editor 2.0?With Email 2.0, you will enjoy a more modern experience and even more capabilities when editing emails in Marketo. Here’s what you’ll see in your Marketo Engagement Platform:Modules: Defined at the template level, modules are sections that group content elements (images, text, etc.) you can add to your email assets. You can also clone the modules within your email asset, or place them in the mo

This document provides an overview of the recent lead Change Score issue that impacted a subset of customers across our data centers beginning on June 11, 2019. All customers that were impacted were emailed details of the incident on June 20, 2019. If you are unsure if your instance was impacted, please reach out to Marketo support at support.marketo.com. Impacted Timeframe by Data Center:London data center, June 11, 2019, 4:00 PM PDT - 5:00 PM PDTSydney data center, June 14, 2019, 3:30 PM PDT - 4:00 PM PDTSan Jose & Ashburn data centers, June 14, 2019, 6:30 PM PDT - 7:00 PM PDT How to identify what data center your instance is located in:You can deduce the server locations by looking at the URL of your instance. The CNAME=the pod or server your instance is on.The example above indicates that this instance is in our Ashburn data center. The abbreviations for all our data centers are as follows.lon = Londonsn = Sydneysj = San Joseab = Ashburn Servi

BackgroundThis document provides additional details for customers that were impacted by the June 11, 2019 Communication Limits issue. “Send Email” activities are generated in real-time. These activities are stored in a queue, where our back-end process removes them on a first-in, first-out basis. The process then converts them into an aggregate count of sent emails on a per-lead basis, with an associated timestamp. We process these activities at 2,000 activities per batch.Frequently Asked Questions (FAQ)What email smart campaigns could have been affected?During the impacted timeframe, both trigger and batch email campaigns could have been affected. A batch campaign with more than 2,000 leads is likely to have been affected. Trigger campaigns and batch campaigns with less than 2,000 leads could have been affected, but not as likely, as described below.Why are batch email campaigns with more than 2,000 leads likely to have been affected?When a large batch campaign is run, a large influx

Overview:GoToWebinar will be conducting scheduled maintenance on Saturday, February 20 from 06:00 AM UTC - 10:00 AM UTC and Sunday, February 21 from 02:00 AM UTC - 06:00 AM UTC. During the maintenance window, users will not be able to start or join GoToMeeting, GoToWebinar, or GoToTraining sessions.   Affected Marketo Engage Services:During the impacted timeframe, customer-facing webinars and APIs will be unavailable for Marketo Engage customers. Since APIs will be unavailable, Marketo Engage will not be able to sync, refresh, or transition records to “Registered” in GoToWebinar.   To identify and resolve these errors, you can create a smart list that filters on any program with a New Status of “Registration Error” for the necessary channels as shown below.     You can then navigate to the People tab, view the record details to see the Status Change event which failed for the record, and create a smart campaign to update the Program Status to “Registered”.   I

Where can I find the answers I need?Search Product Docs and Knowledgebase ArticlesThe search bar on the front page will search both Product Docs and the Support Knowledgebase.  If you need to drill down for a deeper search, you can access the Knowledgebase via the link at the top of the Support Space, or you can go to our Product Documentation site, docs.marketo.com. The Knowledgebase focuses on troubleshooting specific issues, while the Product Docs site contains more feature overviews and how-to's.Support BlogThe Support Blog contains posts on product changes, new product features, in-depth discussions on topics such as security and deliverability, and changes and enhancements to the Support portal.How do I contact support?Submit a caseRegional Support contact informationChat Support

This document provides an overview of the recent service issue that impacted customers in our Ashburn data center on June 4, 2019. If you are unsure if your instance was impacted, please Contact Marketo Support at support.marketo.com.When:June 4, 2019Impact to interactive logins: 12:33 PM PDT - 2:30 PM PDTImpact to remaining services listed below: 12:33 PM PDT - 5:45 PM PDTDuration:5 hours, 12 minutesService affected:Interactive logins may have been intermittently disrupted between 12:33 PM PDT and 2:30 PM PDT. The services listed below may have been intermittently, or completely impacted for the duration of the issue, 12:33 PM PDT - 5:45 PM PDT.The Marketo Sky user interface inaccessibleREST API may have returned error messages of 611. A full list of REST API error messages can be found here.For a subset of customers, activities that occurred during the impacted timeframe may not have been fully indexed. This could cause smart lists to show inaccurate data, which may ca

Issue DescriptionHow to use a script token to calculate and populate the number of years since a given dateIssue Resolution This can be achieved by using a velocity (email script) token:#set( $defaultTimeZone = $date.getTimeZone().getTimeZone("America/New_York") )  #set( $defaultLocale = $date.getLocale() )  #set( $calNow = $date.getCalendar() )  #set( $ret = $calNow.setTimeZone($defaultTimeZone) )  #set( $calConst = $field.in($calNow) )  #set( $ISO8601 = "yyyy-MM-dd'T'HH:mm:ss" )  #set( $ISO8601DateOnly = "yyyy-MM-dd" )  #set( $calJoinDate = $convert.toCalendar(  $convert.parseDate(      $lead.JoinDate,       $ISO8601DateOnly,       $defaultLocale,       $defaultTimeZone     )  ) )  #set( $differenceInYears = $date.difference($calJoinDate,$calNow ).getYears() )  #set( $friendlyLabel = $display.plural($convert.toInteger($di

To enable Marketo to meet the performance demands of its customers, Marketo has a standardized Data Retention Policy used across the platform. This policy applies to the activities stored in the activity logs of people in your database.   Activities and Data Retention There are three components to our data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for other lead activities. Activity with Retention Period of 14 days Activities Retained for 14 Days       Delete Lead   Activities with Retention Period of 90 days The high-volume activities listed below will be retained for 90-days. After 90-days, these activities will be permanently deleted. Activities Retained for 90 Days Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Req

Issue DescriptionThe exact distinction between the "Email Bounces" and "Email Bounces Soft" filter and trigger is unclear.Issue Resolution The “Email Bounces” trigger or filter will look only at hard bounces, where Marketo received a definitive "No" from the target server. The “Email Bounces Soft” trigger or filter only looks at soft bounces, which occur when we are unable to deliver the email, but did not receive a rejection from the target server. You can use both filters with "OR" logic in order to look at all bounces.

Issue DescriptionAPI Only user is not appearing when creating a service in [Admin > LaunchPoint]Issue Resolution It 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: https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Who This Solution Applies To Admin users

What change is being made?Marketo Sales Connect/Toutapp will no longer be supporting our legacy .Net Add-In for Outlook, as of May 19, 2019. Because Marketo made a replacement add-in available in February 2019, we expect minimal impact as there are teams that have already been progressively migrating on to the new add-in. However, it’s important to note that the .Net Add-In will not stop working on May 19, 2019 – it will just stop being supported. If you experience an issue when trying to use the .Net Add-In on or after May 19, 2019, you will be directed to update to the new 0365 Add-In.Screenshot of .Net add-in buttonsWhy is this changing?In recent updates, the O365 Add-In reached feature parity with the .Net Add-In, making .the Net Add-In a redundant experience. The O365 Add-In takes advantage of Microsoft's advanced API’s and delivers a superior experience that works across Windows and OS operating systems as well as in browsers. With quality and stability being the focus of this ch