Product Communities

Issue DescriptionYou are building a new email template/editing an email, utilizing the system token for the unsubscribe link, and are wondering about the expected behavior of the token.Issue Resolution The system token unsubscribe link, below, will always behave the same way, and it cannot be customized.{{system.unsubscribeLink}} The {{system.unsubscribeLink}} will always bring you to: sub.domain/UnsubscribePage.html.If your Landing Pages are not branded, this system token will still behave the same way and take the lead to your out-of-the-box Marketo Unsubscribe Page (ending in /UnsubscribePage.html).

Issue DescriptionYou are sending password reset links, but not receiving those emails, or you are trying to login with what you thought was the correct login without having success. Issue Resolution By default, the Marketo login is an email address.  If you needed to reset password for a User, you enter the login which happens to be the email address associated. However, there is a feature that separates the login and email address, where the login could be test@test.com, but the associated email address for this login is your.name@company.com.  If this feature is enabled and you needed to reset a password, you would still enter the login (test@test.com) and the reset password email would be sent to the associated email address (your.name@company.com). If you would like the feature that allows for separate login and email addresses, please contact Marketo Support.

Issue DescriptionEmail filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in. Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document: docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line. Who This Solution Applies To Outlook Plug-In usersIs this article helpful ?YesNo

Follow these steps to add a graphical date picker to your form date fields.  When you're done, it will look something like this:First, you need a form with at least one date field.  In the Form Editor, date fields appear with a date icon in the Template Form Fields list.  Drag one into your form if you haven't already.Next, edit a landing page that uses the form (or create a new one and add the form).  Click the form and make sure the box around it has some padding, shown below.  If the padding is too small, the calendar icon next to your date field will wrap onto the next line.Now add this custom Javascript to your webpage as a Custom HTML element: <link type="text/css" href="https://nation.marketo.com/js/public/css/redmond/jquery-ui-1.7.1.custom.css" rel="stylesheet" /><script type="text/javascript" src="google.com/jsapi"></script><script type="text/javascript" >  google.load("jquery", "1");  google.load("jqueryui", "1")

Issue DescriptionWe have a field (Field Label: Account Record Type, Field Name: RecordType, Data Type: Record Type) in SFDC that is visible to Marketo Sync User but it is not syncing the field to Marketo. We are unable to find the specific field in Admin -> Field management. Issue Resolution We do not have the Record Type field synced to Marketo. Instead, we sync the Record Type ID, which gives the alphanumeric string for the record type.  Marketo Sync user does not have access to Salesforce record type.  There is a work around to get the record type names that is discussed here:  https://nation.marketo.com/blogs/marketowhisperer/2016/04/09/setting-the-sfdc-record-type       Who This Solution Applies To Customers integrated with SalesforceIs this article helpful ?YesNo

Issue DescriptionYou have a record in Marketo that is a Contact in SFDC, and the record fails to sync with the error "INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id."Issue ResolutionThis error can occur if the Record Type ID field is not updated in Marketo when the SFDC Lead is converted to a Contact.  If the Record Type ID value displayed in Marketo is not valid for Contacts, the sync will fail with the error, "INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id." To resolve this, you can update the Record Type ID in Marketo with the correct value from Salesforce, or you can delete the value from Marketo and allow the sync to write the correct value from Salesforce.

I'm trying to find out who had a lead score change from a specific smart campaign - would I use data value changed with a reason or some other filter?The Data Value Changed filter with the Reason constraint is appropriate for finding leads that had their Lead Score changed by a campaign. This screen shot shows an example of how you might set this up.The list below show a few of the values you may see in the Reason field. If you know the exact phrase you are looking for, use the "is" operator. For example, "Changed by Smart Campaign Contact Us." If you don't know the exact value, try using the operator "starts with."  Synched from salesforce.comChanged by Smart CampaignSystem flow actionSystem action resetForm fill-outSOAP APIManual lead editMunchkin APIImport/merge into listThe Reason filter constraint is available in these filters:Data Value ChangedLead Partition ChangedProgression Status was ChangedRevenue Stage was ChangedNot Data Value ChangedNot Lead Partition ChangedNot Prog

Dear Valued Customers, This is a Root Cause Analysis for the service issue that occurred on November 20, 2017. Beginning at 12:10 PM, our systems experienced a network server disruption that limited the ability for users to log in to the Marketo platform. All Marketo services have been fully restored, and our analysis has confirmed no data was lost as a result of the disruption. When: Full Disruption: November 20, 2017, 12:10 PM – 2:56 PM PSTPartial Disruption: November 20, 2017, 5:15 PM PST – November 21st, 7:59 AM PST Full Disruption Duration: 2 hours 46 minutes Service Impact: During the full disruption window, customers were unable to log in to Marketo. After service was restored on November 20, intermittent errors limiting Marketo functionality for a subset of users persisted through November 21. Cause: The source of the disruption was a network server failure. When our backup systems activated, a component of our secondary server was unable to take over o

Issue:After changing your email template, your associated emails are now blank or the main template is showing.Why does this happen?This happens because the editor cannot associate the unique "mktedtable" divs  from the template to the email. When creating a template, each section that can be changed will have a class of "mktEditable" and a unique "ID".<div class=”mktEditable” id=”1body”> your editable content</div>Solution:To fix your current emails, preview the current approved email and verify there is infact content.1.discard draft2.edit draft, it will still look blank until step 3 is complete3.replace html with no changes, the html content should show again.4.approve the emailDon't change anything and click OK. Your orginal email content will be restored.Caution: This only works if you did not approve the email when it was blank. Note about the blank "template":When using the blank template in general, it means you intend to address your email at the main email le

Issue DescriptionYou recently passed the MCE and want to add the certification to your Community profile.   Issue Resolution Certification updates happen every 2 weeks, and your Community profile has to be filled out completely for the update to work. If you don't see your update within two weeks, please reach out to mktcertf@adobe.com.     Is this article helpful ? YesNo

Some fields in Marketo are read-only. It is not editable by completing forms. Change Data Value flow steps, on the lead detail page, or list imports. Here is a list of many of those fields:SFDC lead fieldsLead Owner First NameLead Owner Last NameLead Owner Email AddressLead Owner Phone NumberLead Owner Job TitleSFDC CampaignsSFDC TypeSFDC Opportunity fieldsNumber of OpportunitiesTotal Opportunity AmountTotal Opportunity Expected RevenueOther built-in and custom opportunity fieldsSFDC Account fieldsSFDC Accounts are not editable from MarketoMarketo lead management system fieldsAnonymous IPBlack Listed CauseCreated DateDeleted In SalesDo Not Call CauseEmail SuspendedEmail Suspended AtEmail Suspended CauseFull NameInferred CityInferred CompanyInferred CountryInferred Metropolitan AreaInferred Phone Area CodeInferred Postal CodeInferred State RegionIs AnonymousLead PartitionRevenue Cycle ModelLead Revenue StageMarketing Suspended CauseOriginal ReferrerOriginal Search EngineOriginal Search

Issue DescriptionYou encounter the error "You do not have permissions to do this" in one of the following situations:When you are creating an email template, you click on the Validate HTML buttonWhen you are trying to edit an existing email Issue Resolution This error is caused by Javascript in the HTML of the template. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML. The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML. If you are unable to actually edit the asset, the workaround is to clone the asset.  If you clone the email, it can open in the editor and then you have the ability to remove the script. After this, the email will be good to go.Is this artic

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

Issue DescriptionYou are testing a new Trigger campaign, and your test records are meeting the Filters, but the campaign is still not triggering from the testing.  Issue ResolutionA likely reason that Marketo records do not process through Trigger Campaigns (with >1 Filters) when the record is performs the Trigger Action is because the record does not meet the Filter criteria. Records must have the Filter attributes established prior to the Trigger Action occurring.  For Trigger Campaigns that are not triggering records because there is a delay in the Filter Attributes having the necessary data, Support will generally recommend a daily recurring Batch Campaign with the same Flow to catch and process those records that fall through the cracks, but there's another suggestion I could give you:turning filters into Remove from Flow flowsteps! Trigger Campaigns happen real time, but occasionally, a daily batch campaign is too long of a wait.But the purpose of this alternative workaround i

Upcoming Change to Chrome BrowserIn October 2017, the Google Chrome browser will change the notifications it displays for unsecured HTTP web pages. Secured HTTPS web pages will not be affected. In January 2017, Chrome started marking HTTP pages as “Not secure” if they contained forms that included password or credit card fields. With the release of Chrome 62, the browser will show the “Not secure” warning for all HTTP pages containing forms, and all HTTP pages visited in Incognito mode.Because form submittals can contain sensitive information beyond passwords and credit card numbers, Chrome will now warn users that a page is not secure whenever data can be entered/submitted.Eventually, Chrome plans to display the “Not secure” warning for all HTTP pages, regardless of whether they contain forms or are viewed in Incognito mode.Effect on Marketo Landing PagesIt is important to note that this affects all HTTP web pages viewed in Chrome, not just Marketo landing pages. However, all Marketo

Issue DescriptionThe lead's activity log shows that the 'Sync Person to SFDC' flow step failed because of the following message:  "Failed: INVALID_CROSS_REFERENCE_KEY: Record Type ID: this ID value isn't valid for the user:"  Issue Resolution The issue is the SFDC ID value populated in the "Record Type ID" field is not considered a valid value in Salesforce for the Lead/Contact.  You'll want to work with your SFDC Admin to identify a valid value or try deleting the value in Marketo and then updating this value from the Salesforce side.  Is this article helpful ?YesNo

Wait steps allow you to “pause” a lead’s progression through a campaign’s flow.  This article will explain how this is accomplished, and help guide you around some common pitfalls when using wait steps. When a lead encounters a wait step in your campaign’s flow it is “stamped” with the information contained in that step.  Think of it like a rubber stamp marking each lead with the time it should resume its movement through the flow.  The stamp also marks the lead with the next step in the flow, so it knows what to look for when its wait time is up.In the example below, leads will be sent an email from Step #1 then stamped by Flow Step #2 with “Resume on January 30th at 10 AM.  Look for Step #3” which will then set aside these leads.  They don’t leave the flow, but they’re no longer still in Flow Step #2 either.Next, we’ll look at some situations you might run into when using Wait Steps.  It’s best to think through your flow and make any changes before

Issue:I added a link to an external page in one of my emails, when I receive the email and click on the link, it appears to be broken, but I am sure the URL is correct.Solution:Marketo adds code to links in emails as we send them out to track clicks. If the destination page is one that does not support URL parameters, the page may not load. This is very rare but in the case that it happens in your testing, you can try disabling tracking for that specific link.See Disable Tracking for an Email Link for detailed instructions.

Some companies sending campaigns to specific audiences would like to reject  email addresses from specific domains when users fill out a form on a landing page. The solution is a simple JavaScript containing a list of invalid domains. Below is an example developed by Marketing Developer Murtza Manzur. Please add the following script to your landing page using the Custom HTML section in the Landing Page Editor.Is this article helpful ?YesNo

  There are thousands of blocklists out there and all of them operate a little differently and all have varying levels of reputation.  There are only a dozen blocklists that really can impact delivery.   The blocklist that requires the most work from you when you request delisting is Spamhaus. Spamhaus is a trustworthy blocklist and if you are listed at Spamhaus you have made a mistake that will need to be directly addressed before the listing can be removed.   SpamCop is considered a tier I blocklist for B2B marketers but a tier II for B2C marketers.  Marketo responds to all SpamCop listings; researching to identify the source so we can work with the customer to educate on best practices and prevent future listings.    Some blocklists require that you pay a fee to be delisted. These blocklists are not favored in the email community because they use this tactic. For the most part, Marketo advises our customers not to mind alerts of being listed on

On August 24, 2017, Marketo and Google Cloud made an exciting announcement about a broader collaboration to transform engagement solutions for the enterprise. We understand you may have questions, and we’ve prepared the following FAQ that provides additional details.1)  What did Marketo and Google Cloud announce?Today, Marketo and Google Cloud, two technology thought leaders announced a multi-year alliance that will drive innovation and deliver next generation global marketing solutions on the Google Cloud Platform.  2)  Why is this great for Marketo customers and partners?The MarTech and AdTech worlds have remained silo-ed for far too long. This alliance will simplify the technology landscape for the marketer and enable them to more effectively listen, learn, and engage with buyers across all digital channels, including digital ads. In addition, it will provide the scale, reliability, and security required for enterprises to conduct business in today’s digital world. 3)  What does the

Dear valued customer,As you may know, on July 25th, 2017, our main web site, Marketo.com, along with other Marketo domain properties, were rendered inaccessible, preventing access to our application from 4:06am – 10:08am PDT. We apologize again for the inconvenience this caused.On the Marketo Trust site, you’ll find current and past Marketo system performance data including System Uptime and Reliability. This is monitored 24x7 and we have consistently maintained greater than 99.9% uptime. This uptime is calculated based on the length of time that the Marketo systems are functioning properly within our servers (“pods”).While the Marketo systems were functioning and available by 10:08am PDT, we realize that due to third-party DNS propagation timing, some customers may have experienced delays in accessing our systems of up to 48 hours, depending on region. All Marketo back-end processes such as Smart Campaigns were still operational during the DNS propagation, however, the propagation red

Sometimes you need to give your sales team access to the powerful insight Sales Insight gives into Marketo but would rather some users not be able to take some actions such as sending Marketo Emails or trigger Marketo Campaigns.  You can use SFDC Permission Sets in to give or remove access to the VisualForce pages that power the actions Sales Insight can take.Note: Modifying permissions to Sales Insight components from their documented configuration may cause undesired and unpredictable behavior in your Salesforce instance.  Marketo Support can only support the default documented install configuration MSI for Salesforce - Marketo Docs - Product Docs.  Make these changes at your own risk and fully test any modification in a sandbox environment before deploying to your production environment.Create a new permission set or modify and existing permission set in Salesforce.  Documentation on SFDC Permission Sets can be found here.​Edit Visualforce Page Access. Remove (if

Included in this article:OverviewTo provide world class product support, Marketo occasionally disables old areas of the product that have been replaced by newer, improved versions. As previously announced with the Winter ’17 release, we’re updating the way you’ll edit text and create new forms in Marketo. After August 1st, our legacy text editor will be retired and we’re deprecating the Form Editor 1.0. Here’s what you’ll see in your Marketo Engagement Platform: New Rich Text Editor: Enjoy a more modern experience and even more capabilities when editing text in Marketo. We’re retiring the Legacy Text Editor and transitioning all Marketo customers to the new editor – no action is required and your existing assets will not be impacted.Form Editor 2.0: Create all your new web forms with the Form Editor 2.0, giving you an improved WYSISYG editor, the ability to create draft forms and more. We’re deprecating the older Form Editor 1.0, making Form Editor 2.0 the way you’ll create all new for

Issue DescriptionA record in Marketo failed to sync to Salesforce due to a Field Validation error. Issue ResolutionThe lead was unable to sync to Salesforce because the value for a specific required field was missing or did not match the rules Salesforce had for the data in the field.  For example, the field in Salesforce could be a picklist and the value Marketo is trying to pass in the field is not in the picklist.  Salesforce always requires a Last Name and a Company Name value for all records, so if your lead is missing data in these fields, the sync will fail. To resolve this, check Salesforce to see what the acceptable values are for the field specified in the error, and make sure the Marketo record has the necessary information.  If you need further assistance with this, we recommend working with your SFDC Admin to determine why Salesforce is rejecting the record. Who This Solution Applies ToCustomers integrated with SalesforceIs this article helpful ?YesNo