Product Communities

Issue DescriptionA lead fails to sync to Salesforce with the following error:Failed: FIELD_INTEGRITY_EXCEPTION: There's a problem with this country, even though it may appear correct. Please select a country/territory from the list of valid countries.This error may also occur for state as well as country fields.Issue Resolution Country/State pick-list is enabled on your SFDC instance. As a consequence, SFDC will reject any record with country/state value does not belong to the list and therefore, you will have to make sure that countries are set correctly everywhere in Marketo, and especially:in formsin data management campaignsin importsFor example, if you try to feed "New York", it will not be accepted. It will only accept "NY". The error messages you're seeing are coming from Salesforce because the State fields have been standardized to only accept certain pick-list values. In order to get these records to sync with Salesforce you'll need to update them to have valid values. Contact

Issue DescriptionUser is unable to delete categories for their templates, regardless if they have Admin status. Issue Resolution Categories 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. Who This Solution Applies To ToutApp users

Issue DescriptionA lead record is deleted on Marketo but available on SFDC. Is it possible to recreate the record on Marketo? Issue Resolution Yes, it is possible to re sync the record from SFDC to Marketo by updating the value of any field for that record on SFDC. By doing so, it will update the time stamp which in turn creates/updates the record into Marketo. However the newly created record will not have the past activities of the record that was present prior to deleting the record on Marketo. If the record does not sync back to Marketo, make sure it is visible to the Marketo sync user and that you do not have a sync filter in place preventing it from coming back across.   Is this article helpful ?YesNo

Issue DescriptionYou see a soft bounce on a lead and in the details you see it show System send failure: Reply-To address parse error (value of the address) Issue Resolution Confirm the tokens you are using are for the proper field and that the value for the field is an email address. The parse error occurs when we cannot generate or create a proper email address in the From Email or the Reply To Email fields. The error will show in the parenthesis the value we tried to put in.. For example Service Department is in the parenthesis, this would be an example of a incorrect field being used.Is this article helpful ?YesNo

Issue DescriptionThe IssueWhen using the Filter 'Member of SFDC Campaign' in the Smart List and checking the people tab to see which records are qualified, this message occurs:Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found) Note: it may state could not evaluate rule # - # can be any number, if the filter is number 5.  # will equal 5Issue Resolution The FixEnsure the that the SFDC Campaign being referenced in the Smart List is an ACTIVE campaignThe WhyThis error occurs due to the SFDC Campaign not being an active campaign in SFDC.You may be wondering "then why can I select the SFDC campaign in the drop down?"This is because the Smart List Filter specifically 'Member of SFDC Campaign' similar to 'Has Opportunity' filter reference a backend table in Marketo.This backend table is updated when a SFDC Campaign is removed or renamed.Therefore, Marketo does not directly perform an API call to check if the campaign is selectable, but rather uses the backend table as referenc

Issue DescriptionAfter you have created an API User with the correct access for making REST API calls to your Marketo instance, you still receive a response with Error 603 Access Denied even when making API calls using an up-to-date access token that you manually created. Issue Resolution The most likely resolution is that you have Web Service IP Restrictions enabled on your instance. Go to Admin > Web ServicesClick the Edit button next to the IP Restrictions boxIf IP Restrictions are turned on and there are no IP addresses listed, all calls to the Marketo REST API endpoint will fail. If IP Restrictions are turned on and the IP making the API call is not listed, add it to the list and save. You can also set up wildcard IP addresses here to cover a range of IP addresses. You can learn more about whitelisting IP addresses in Marketo in the article "Create a Whitelist for IP-Based API Access". If you have confirmed that IP Restrictions are NOT enabled and have also

Issue DescriptionIs there a way to prevent opening a new browser window when a mailto/email address link in an email is clicked? Issue Resolution The reason why the link clicked in an email redirects to a new browser window occurs is because the link is a tracked link. As per design of Marketo tracked links, they are required to be loaded in a browser first which is why the mailtolink/email address clicked is loading in the browser first.  If you wish to load the link clicked in the same window and not redirect to a new browser window, you will need to disable tracking on the link.  docs.marketo.com/display/public/DOCS/Disable+Tracking+for+an+Email+Link Is this article helpful ?YesNo

Issue DescriptionA lead qualified for a Smart Campaign even though they do not meet the Smart Campaign filter requirementsIssue Resolution At the time the campaign ran, the smart list was configured differently, which made the lead qualify at that time. The smart list of the campaign was then changed after it ran.Users with admin permission can check this using the Audit traildocs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail

Issue DescriptionThe smart campaign has a last modified date of x, however, it does not have any details of any change on date x in the audit trail.  Issue Resolution The smart campaign's last modified date was updated by a campaign change that is currently not recorded in Audit trail (e.g. campaign was aborted).docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail To confirm, reach out to support by creating a caseIs this article helpful ?YesNo

Issue DescriptionCan I use Marketo Sales Insight Outlook plugin with Office 365?Issue Resolution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365 Web Application. The Outlook versions it supports include:Outlook 2000Outlook 2003Outlook 2007Outlook 2010Outlook 2013Outlook 2016 Outlook 365 Local Installationdocs.marketo.com/display/public/DOCS/Install+the+Marketo+Email+Add-in+for+Outlook+with+a+Registration+CodeIf you would like for Marketo MSI to be supported for Office 365 Web Application, you can raise it as an idea in our community: https://nation.marketo.com/community/product_and_support/ideasOur product managers refer to these ideas for improving on existing features and implementing new features in future releases.

Issue DescriptionHow to view email opens and their time of activity per recipient?Issue Resolution Generally, the date/time stamps on email opens by recipient can be retrieved via the results tab of a smart campaign. If the emails were sent via an email program, go into the Control Panel and click the View Results link in the Audience pane.The other ways to get the activities and time by recepient is to: 1.) Create a smart list to find all leads that have opened the specified email and inspect each activity log docs.marketo.com/display/public/DOCS/Locate+the+Activity+Log+for+a+Person docs.marketo.com/display/public/DOCS/Filter+Activity+Types+in+the+Activity+Log+of+a+Person OR 2.) Use the activities REST API developers.marketo.com/rest-api/lead-database/activities/ developers.marketo.com/blog/get-activity-data-via-the-rest-api/ developers.marketo.com/blog/retrieve-activities-for-a-single-lead-using-rest-api/ developers.marketo.com/blog/polling-for-activities-using-rest-api/

Issue DescriptionA lead was not sent an email by a Smart Campaign Issue Resolution * Check if the lead has reached the daily or weekly communication limit.docs.marketo.com/display/public/DOCS/Enable+Communication+Limitsdocs.marketo.com/display/public/DOCS/Apply+Communication+Limits+to+Smart+Campaign * Check if the lead has a duplicate lead with the same email address that was sent an email already. * Check if the campaign is set to qualify leads only once. If the lead has ran through the campaign previously when it had different flow steps, then the lead cannot qualify for the campaign again even though the flow steps have changed.docs.marketo.com/display/public/DOCS/Edit+Qualification+Rules+in+a+Smart+Campaign * If all leads in the campaign were not processed, check if there is a campaign restriction.docs.marketo.com/display/public/DOCS/Enable+Person+Restrictions+for+Smart+CampaignsIs this article helpful ?YesNo

Issue Description"Relative Score" and "Relative Urgency" values are not automatically updating in Marketo and CRM even when scores have changed on records.   Issue Resolution Resolve any configuration errors showing in the Sales Insight section of Admin.  Configuration errors between Sales Insight and your CRM can cause the relative scoring task to fail to update values of the "Relative Score" and "Relative Urgency" fields.   SFDC Configuration Instructions: https://docs.marketo.com/pages/releaseview.action?pageId=2360368    Microsoft Dynamics Configuration Instructions: https://docs.marketo.com/display/public/DOCS/MSI+for+Microsoft+Dynamics      Who This Solution Applies To Customers with Sales Insight   Is this article helpful ? YesNo  

Issue DescriptionHow do Revenue Cycle Explorer filters operate? Issue Resolution RCE Filters operate in the following ways:Select from a List (Includes, Excludes) -- This filter type within RCE will let you include or exclude preset valuesMatch a specific string (Contains, Does not Contain) -- This filter type will let you enter a free form value such as Contains "We" to find statuses which may have Web in them. The not-contains would filter anyone who did not have "We" in the status. On either filter you can select Multiple Values. Within the Match a Specific String function click on [+] and add another value option and this will then add additional string areas to use.A example would be Status contains: RegRegisRegisteredRegistered - Webetc..As you can see you can match to one of many values!Who This Solution Applies To Customers with Revenue Explorer or Email Explorer

Included in this articleOverviewSometimes the data you see in your CRM system doesn't match what you see inside of Marketo. This document will show you the common reasons to help troubleshoot where the problem could be coming from.What Causes Data MismatchThe vast majority of data mismatches result from sync backlogs, so much of this doc will go over sync backlogs. However, since there are a number of other ways this can happen, here are the most common ones to watch out for:Sync delays from backlogIncorrect set up of campaigns to add leads to SFDC CampaignsSync user permissionsField Value ValidationField Type ValidationSync Delays from Backlog Whenever an update is made to a record, it generates a System Modification Time Stamp, referred to as a SysModStamp. The creation of a SysModStamp on a field that is visible to the sync user will queue the record to be resynced. Whether the update is made on the Marketo side or on the CRM side, it will trigger the record to be resynced to update

Issue DescriptionAn Email with only emoji in the subject line is displaying "Subject is empty" error and is not approving, or emoji fail to render elsewhere in the email.Issue ResolutionIf the subject line only consists of emoji, consider adding text. The Email Editor was not designed to insert emoji. However some have been able to insert emoji from outside sources. Those with the most success are inserting UTF-8 encoded emoticons. This specific encoded emoticon can be inserted (copy/paste) through a 3rd party website, located with a general web search: "UTF-8 emoticons/emoji".If the inserted emoji has a different encoding, it may fail to render in the Email Editor, and it may fail to render upon delivery as well. Rendering upon delivery will be reliant on the recipient server. If the emoji is considered invalid, then the 'diamond with question mark' character may remain. Alternatively, basic symbols could be used instead of emoji, as they are ASCII characters and not reliant on extra

Issue DescriptionA 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?Issue Resolution The 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 - Marketo Docs - Product Documentation Apply Communication Limits to Smart Campaign - Marketo Docs - Product Documentation - 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 co

Issue DescriptionWhen 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. Issue Resolution Sales 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.   Who This Solution Applies To Customers using Sales Insight for SalesforceIs this article helpful ?YesNo

Issue DescriptionYou've been using Marketo for a while and have started noticing that smart lists take longer to process than before. There are multiple filters in your smart list ranging from really specific attributes about a person to really broad geographical information.Issue Resolution The best performance will come when you order the smart list filters from most restrictive to least restrictive. Since your entire database is checked against the first filter, if we can narrow down the number of leads which move on to the next, there are fewer and fewer leads who qualify for each of the subsequent filters. Many times, the processing difference will be minimal. However, as your database grows, the penalty on efficiency can grow over time. If you haven't checked it out already, take a peek over at our product documentation for smart list best practices:docs.marketo.com/display/public/DOCS/Best+Practices+for+Smart+Lists

Issue DescriptionChanging your primary domain can be a bit of a daunting task if you don't know where to start, this guide will walk you through the steps you will need to take to use a new domain with your Marketo instance.Issue Resolution Create your new Landing Page CNAME and point that to your Marketo instance. If this new CNAME is going to be used as your primary domain, then the original Domain Name in Admin > Landing Pages will need to be changed to reflect your new domain.  The original domain should be added as a domain alias so any URLs referencing the original domain will continue to work.   https://docs.marketo.com/pages/releaseview.action?pageId=2360189   https://docs.marketo.com/display/public/DOCS/Add+Additional+Landing+Page+CNAMEs   Adding a new primary branding domain (CNAME) for emails is also recommended when changing domains. This will allow tracked links in emails to reference the new domain going forward. You'll want to leave the

Issue DescriptionAfter sending a group email or campaign with a list of contacts, some contacts are being removed after the emails are marked as spam.  Issue Resolution One of the greatest benefits of ToutApp is to utilize the group email function and dynamically change fields for specific contacts. Of course, that does not work out if there aren't any people in your group. Here are a few items you would like to check:Are you using a custom SMTP server? If so, then check with your IT team to have them investigate if these emails are being bounced. Sometimes custom servers will only send the action to perform to ToutApp.  Are you using a custom header? Custom headers are used to send emails that have your reply to or from list your company domain rather than via ToutApp. There are some instances that if you are not using a custom header, then emails will be marked as spam.  Are you up-to-date? It is always best to make sure that your Outlook plugin and/or Chrome extension

Issue DescriptionHow do the links (both Marketo and Non-Marketo) populate in the dropdown of Visited Web Page trigger or filter?Issue Resolution These links are fetched from any of your leads' activity logs. The values in the dropdown of the "Visited Web Page" will show if there is any lead who visited a webpage and this webpage or link is stored in the activity log of the email (may be in past). It the expected webpage doesn't show up in the dropdown list, then none of the leads have visited that page at least once. You can create a test lead for yourself, visit the desired webpage to get this added in the dropdown.

Issue DescriptionYou have an active campaign with a wait step in the flow but you noticed leads aren't coming out of that wait step, or they seem to be repeating the wait step.Issue Resolution The most common reason for this is adding a flow step above the wait step. If you add a flow step above a wait step the position of the wait step is changed. Example your flow steps were a total of 4 with the wait step being the 3rd flow step but you add a flow step above the wait step making it the 4th step in a total of 5 flow steps. This means when the leads come out of the wait step they end up going right back into the wait step.The best solution is to not add/modify flows with wait steps on active campaigns, but for more information and options, see this article: Editing Campaign Flow with Members in Wait Steps .Is this article helpful ?YesNo

Issue DescriptionIn the Landing Page Performance reports, what do conversion and new name column in landing page performance report refer to? Issue Resolution Conversions and Conversion % in the Landing Page Performance report reflect the number of times someone filled out a form. This conversion rate counts one per form fill-out. New names are leads that were converted by that landing page and who were previously either anonymous or did not exist in your lead database before filling out the form on a give landing page.Is this article helpful ?YesNo

Issue DescriptionDo webhook calls contribute to the daily API limit/quota visible in [Admin > Integration > Web Services > API Call Information] ?Issue Resolution No, webhook calls are not counted as part of the daily API limit. Webhooks do not have any execution limits.