Product Communities

Issue DescriptionWhen I navigate to Admin>munchkin, I see option to select workspace. Why is that?Issue Resolution People generally use workspsce either because of their companies geographical location or Business Unit. In each case, the separation is because the marketing assets are completely different.  With that said, If you're using Workspaces in your Marketo account, you probably also have separate web presences that correspond to your workspaces. In that case, you can use the Munchkin tracking Javascript to assign your anonymous people to the correct workspace and partition. This is used to differentiate appropriate leads within workspace with the help of appropriate tracking.   If you don't use the special workspace Munchkin code, the people will be assigned to the default partition that was created when your account was set up. It's named "Default" initially, but you might have changed that in your own Marketo account. You can only use one Munchkin tracking script for a sin

Issue DescriptionURLs generated by a Velocity script token are not tracking when a person clicks on the link in an emailIssue Resolution Velocity scripting enforces strict formatting of links in order for them to be tracked: or must be included in the URL.  If using a variable, the or must be output outside of the variable.The URL must be part of a fully formed <a> tag.  No other type of link tag will workLinks must not be outputted from within a for or foreach loopTo ensure links are tracked properly, set the entire path inside a variable and then print the variable.Correct:#set($url = "www.example.com/${object.id}")<a href="${url}">Link Text</a>Correct:<a href="example.com/${object.id}">Link Text</a>Incorrect:<a href="${url}">Link Text</a> (missing http/https)<a href="{{my.link}}">Link Text</a> (missing http/htpps, cannot reference an outside my.token)<page xlink:type="simple" xlink:href="example.com">Click me&l

Issue DescriptionWe have a custom landing page template and we were able to see that landing page is not rendering perfectly on the editor but works as expected when published.  How can I troubleshoot on this issue?Issue Resolution As you are facing the issue on a custom template, we suggest you to follow the below steps.Download a template form the URL- https://docs.marketo.com/display/DOCS/Guided+Landing+Page+Templatehttps://docs.marketo.com/display/DOCS/Guided+Landing+Page+TemplatesIn Marketo, navigate to the Design Studio.Click Landing Pages in the left-hand tree, then select Templates.In the menu bar, click Import Template.Choose the downloaded file, enter a template name, then click Import (make sure to pick a descriptive name and indicate that editing mode is Guided).Create a new Landing page with the recently downloaded template without making any changes.If the default background image works on this landing page as expected, it confirms that the issue lies with the custom codi

Issue DescriptionYou want to set a field such as "Country" to be required on a list import. Issue Resolution You cannot require a field to be included on a list import. To see any leads imported recently with blank values you can setup a smart list with a subscriptionFilters -- Lead was created Source Type - Import[Field you are wanting to watch] is Empty You could setup a daily subscription to get the leads who qualify and then correct those leads as needed.Is this article helpful ?YesNo

Issue DescriptionEmails with valid email address get soft bounced with this error:  Local address contains control or whitespace Issue Resolution This error means that the email has a space somewhere in the the From email address or there was a comma or extra character in the From line.  The email send did not occur due to the error with the address. The emails will need to be resent once after the associated address is corrected with white spaces or extra characters.   Is this article helpful ?YesNo

Issue DescriptionIssue in delivering Marketo Email (especially for mimecast users). Email get bounced with Error: 550 Rejected by header based Anti-Spoofing policyIssue Resolution This error can happen if:You have not properly white listed the Marketo IPsYou have an ssue with DKIM/SPF set up and configurationPlease whitelist the set of Marketo IPs found in the doc below and make sure SPF and DKIM are set up correctly for your email domainhttps://docs.marketo.com/display/public/DOCS/Configure+Protocols+for+Marketo

Issue DescriptionCalls made to the REST API return response code 611 "System Error".Issue Resolution Submit a Customer Support ticket with the following informationThe full body of the REST API call including the endpoint being calledThe full body of the REST API responseThe date and time that the call was madeCustomer Support will work to diagnose the root cause of the error and the reason a more identifiable error code is not being returned instead.  Is this article helpful ?YesNo

Issue DescriptionHow is syndication ID set up while setting up a referral offerIssue Resolution For a referrer to be given credit they must have a Marketo Syndication ID assigned. This can be done manually (directly on the lead record) or via the social campaigns' Offer Details > Fulfillment Goal > should be set to Referred Sign-Ups. Once you set that up, the referrer will get issued a "syndication id" and be part of that social campaign's participant's list.

Issue DescriptionYou come across a few leads who failed to sync to SFDC and would like to have the list of leads who faced the same issue. Issue Resolution Unfortunately Marketo doesn't have a specific type of filter to leads who failed to sync to SFDC. However if they are new leads who haven’t synced to SFDC, then you can filter them by using the filters "Person was created" and "SFDC Type" with condition "is empty".  If you want to find the list of leads (previously synced to SFDC) who failed to sync among a particular group of leads, you can filter by following the below steps. 1. Create a new Boolean type field in SFDC namely "Sync Error?" and with the default value as "true".2. Wait for the filed to sync into Marketo.3. Create a smart campaign to select those group of records and the flow steps to change the value of the Boolean field "Sync Error?" to ”False" and then "Sync person to SFDC".4. Once the campaign has finished running, you will be to pull a report on SFDC on the list

Issue DescriptionWhat happens when you enable "Send all Tout emails in my team through this server connection" within the SMTP Server settings on ToutApp.comIssue Resolution When you select "Send all Tout emails in my team through this server connection" within the Tout admin panel, this will provide the option to all standard users to either choose to use the ToutApp Email Servers or your company's own Email servers. If you decide to share the SMTP Settings with the team, t is recommended that you have your IT team setup a dedicated STMP/Email account to use as the Custom SMTP Credentials. Note: Each user can choose to either use the Tout servers or the configured & shared SMTP server. It is not applied automatically to all users.

Issue DescriptionWhen sending an email through the ToutApp Panel within Salesforce, what email server is used?Issue Resolution The Salesforce plugin will utilize the settings for your ToutApp.com sends. In ToutApp.com you can choose to send via the ToutApp Servers or via your company's outgoing email server.

Issue DescriptionThere is a discrepancy for certain emails between Email Insights and Email Performance Report. The data (e.g. sent, delivered, opened and clicked) are significantly lower in Email Insights for the emails as compared to the Email Performance Report for the same emails.Issue Resolution There is most likely a discrepancy because at the time Email Insights was first enabled "you’ll have four weeks of historical Email data in addition to all new email activity". There was no request to Marketo support to upload historic data beyond four weeks which would have included data for the emails above. This request relates to the notes below from the article:"We’ll give you a four-week period before you can request Marketo Support to upload your data"Supplement: Email Insights Launch Process - Marketo Docs - Product Documentation The solution is to request that Marketo Support backfill the report data so you have data for Email Insights beyond the four weeks.Who This Solution Appli

Issue DescriptionLeads would be qualifying for a Smart List filter that was set up to only qualify those leads that had a date "on or before mm/dd/yy", leads that have null would also qualify for this filter when they should not. Issue Resolution When the field is left as null, by default Null value is treated as epoch timestamp (i.e, jan 1 1970). In this case it is recommended to change the filter date from "on or before" to "between" in order to exclude those leads that have null in the date field.Is this article helpful ?YesNo

Issue Description Email Link Performance report on the same email shows more clicks compared to clicks in the Email Performance Report.Issue Resolution Email 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

Issue DescriptionThe error type "The remote server's SSL certificate or SSH fingerprint was rejected" occurs when the SSL certificate is being used on the main domain and not Sub-domains.  Issue Resolution Check the URL in Admin > WebhooksClick on the webhook in the right corner. For example, if the URL is, onlineservices.test.marketo.com, the certificate needs to be valid on *.test.marketo.com and not just *.Marketo.com. Check this by verifying the certificate on "sslshopper.com" and all the certificates will be listed as Subject Alternative Name's if the certificate is valid on the sub-domains. For example:For Google.com "sslshopper.com/ssl-checker.html#hostname=google.com", the certificate is valid on *.Google.com as well as all the subdomains as listed in SAN's. Is this article helpful ?YesNo

Issue DescriptionThe call Webhook flow is successful but the Marketo field mapped is not updated. Issue Resolution Marketo can translate data received by a Webhook to a lead field. If the fields are not getting updated:Check if the Response types are JSON or XML. The correct response type must be selected in order to map properties of the response back to lead fields in MarketoCheck if the fields are blocked from Updates in field management. If the response type is XML, all elements in the XML hierarchy must be referenced in the mapping.For example: If the XML is:<?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">    <soap:Body>        <GetDealerByPostcodeResponse xmlns="http://webservices.hmca.com.au/DealerLocatorMapService/">            <GetDealerByPostcodeResult>                <xs:schema id="NewDat

Issue DescriptionGetting the following error when trying to push leads to Salesforce as members of an SFDC Campaign. Failed: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: RHX_PRO_NQ.RHX_PRO_CampaignMember: execution of AfterInsert caused by: System.QueryException    Issue Resolution This error is generated from Salesforce when the Marketo Sync User does not have permission to view the members of a particular Campaign in SFDC. In this case, you can try manually adding one of these Leads as a Campaign Member in SFDC while logged in as the Sync User.  Also, check with the Salesforce Admin for the required permission for accessing the associated SFDC campaign. Who This Solution Applies To Customers integrated with SalesforceIs this article helpful ?YesNo

Issue DescriptionHow to select specific campaign or program emails for your Email Link Performance report. Issue Resolution Email Link Performance report can customized according to specific campaign or a program. In the report Setup tab, you can change the selected emails to the entire campaign folder, or even select individual emails.Is this article helpful ?YesNo

Issue DescriptionIn the report subscription, there is a link to the person in Marketo. Likewise, is it possible to add SFDC links for contacts/leads to report subscriptions?Issue Resolution Currently, there is no option to include the link to the person in CRM in the report subscriptions.

Issue DescriptionREST API call, Get Lead Activities, is returning 603 error Issue Resolution Error 603 refers to 'access denied' where authentication is successful but the user doesn’t have sufficient permission to call this API. Additional permissions may need to be assigned to the user role. developers.marketo.com/rest-api/error-codes/  Go to Admin > Users and RolesSelect API User and identify what role it is assigned to (e.g. API role)Go to Roles and check the permissions assigned to the API roleCheck to see if the API role does not have 'Read-Only Activity' or 'Read-Write Activity' permissionIn order to make a Get Lead Activities REST API call with the API user, the API role of the user must be modified to have permissions to  'Read-Only Activity' or 'Read-Write Activity'. If you use Workspaces and Partitions, make sure the API User has the necessary access.Is this article helpful ?YesNo

Issue Description You want to measure who clicks a specific link that uses a query string from a landing page, but when you try to use this logic in a smart campaign or smart list, it tells you the URL can’t be found, even though you can see the URL embedded on the landing page.   Issue Resolution If you are using the link "marketo.com/company/contact/?firstname=test", then you need to seperate the url into the link and the query string. The root domain (Link in the filter/trigger) will be marketo.com/company/contact/ and the query string (from Add Constraint dropdown) will be firstname=test. This will allow you to correctly track the links you are wanting.    Make sure that you have the correct Web Page associated as a constraint as well.   For a better understanding of what query strings are, they are the parameters that are preceded by the "?" in the url.     Is this article helpful ?YesNo

Issue DescriptionAdditional domains or subdomains need to be configured for Web Personalization (RTP)Issue Resolution If you want to add a new domain, check your subscription or contract to see how many additional domains are included. Your Customer Success Manager should be able to provide this informationIf not all entitled domains are configured in Marketo, reach out to support to add the domain(s)If all entitled domains are configured in Marketo, reach out to your Customer Success Manager to purchase more. If you wish to add a subdomain, reach out to support as additional subdomains do not incur a cost.Who This Solution Applies To Customers using Web Personalization

Issue DescriptionThe Results tab of a Smart Campaign with a filter for 'Send Email' is has more entries than the Send Email count on the Email Performance Report. Issue Resolution Page through the results as some Send Email activities will be 'Skipped Lead/Person already used up Daily/Weekly communication limit'   Is this article helpful ?YesNo

Issue DescriptionHow to edit the page title (shown on a web browser tab) of an email when viewed as a web page.Issue Resolution The web page title of an email can be modified by editing the HTML of the email. For instance, entering the title tag in the header will make this change: <title>Email title</title> w3schools.com/tags/tag_title.aspdocs.marketo.com/display/public/DOCS/Edit+an+Email%27s+HTMLAs this requires editing the HTML or customizing the code of an email, if you are unfamiliar with coding, contact a web developer for further assistance.

Issue DescriptionAre smart list filters that accept text values case-sensitive (e.g. First Name, Last Name)? Issue Resolution Smart list filters are NOT case-sensitive. For example:If you use the smart list filter 'First Name is John', it will return leads with First Name 'John' or 'john' with a lower case 'j'Vice versa: If you use the smart list filter 'First Name is john', it will return leads with First Name 'john' or 'John' with an upper case 'j'Is this article helpful ?YesNo