Product Communities

Access to Marketo services was temporarily disrupted recently. Below are answers to some of the most common questions you may have. This document has been updated as of 10:30pm PDT on 7/26/2017 to provide the most up to date information available. Is this article helpful ?YesNo Q: Why couldn’t I access my Marketo subscription?A: Login access goes through the affected Marketo.com domain, so users were not able to access the login page (app.marketo.com). Q: If the domain issue has been fixed, why am I still not able to access my Marketo subscription?A: Domain information is passed through the internet over DNS (Domain Name System) servers. There are many different DNS servers around the globe, and as domain information changes, those changes need to be passed to all of those DNS servers – what is referred to as propagation. Different servers get updated at different rates, therefore in some regions the propagation completed, while in others it is still in process. Q: I had

Issue DescriptionYou want to use a non-English keyboard with your tablet running the Marketo Event Check-In App. Issue Resolution Currently, the Marketo Event Check-In App only supports English language keyboards. Is this article helpful ?YesNo

Issue DescriptionYou sent an email using a Smart Campaign and the email performance report for the email shows more Sent than there are members in the Smart CampaignIssue Resolution The email may have been sent by more than one campaign.  You can determine this by looking at the "Used By" info on the email's summary page, to see which campaigns sent the email.  In this case, you can use the Campaign Email Performance Report to view the email's performance within the specific campaign.

Issue DescriptionPerson/Lead Source is empty. Why isn't it populating? Issue Resolution Marketo does not automatically assign Person Source. We do populate Original Source Type.  Assigning credit for a Lead can only be determined by someone with intimate knowledge of a company's marketing strategies.  If someone fills out a form, Marketo doesn't know if they were brought to that form by an email blast, TV commercial, talked to a salesperson, or any number of other reasons. If they came in through a List Import, they could have attended a Tradeshow and signed up there, they could have been exported by a CRM and are being imported, or any number of other ways.  There are many discussions on best practices for handling Lead Source attribution in the Community.  If you need assistance setting up Smart Campaign to update the Lead Source based on your specific business criteria, please contact Marketo Support.Is this article helpful ?YesNo

Issue DescriptionYou are trying to unapprove or delete an asset and get the following error: [Asset Name] is in use and cannot be deleted/unapprovedIssue Resolution Marketo assets (such as emails, templates, forms, lists, smart lists, and programs) cannot be deleted while they are used or referenced by another asset.  If the error does not specify where the asset is being used or referenced, you can find this information in the Used By tab in the asset's summary page.For programs, you can find the Used By section in the program's View drop-down.The Used By section will show where the asset is in use, and you can click on the links to jump directly to that location. Once the asset is no longer referenced anywhere else in Marketo, it can be deleted.  If you are certain the asset is no longer in use but are still unable to delete it, please contact Marketo Support

Issue DescriptionCampaign has a "Visits Web Page" trigger and a wait step in the flow.  Leads were showing as being in the wait step, but are not shown in the Campaign Members tabIssue Resolution The leads do not show up in the Campaign Members list because they are anonymous. Anonymous leads can trigger "Visits Web Page" but do not show in the campaign membership.  They can go through the flow, including going into wait steps. To prevent this, add the filter "Email Address is not empty" to the Smart List for your campaign.  This will prevent anonymous leads from being pulled into the flow.

Issue DescriptionAdmin > Sales Insight > Licensed Seats displays the number of seats used in the last 30 days.  How is this calculated? Issue Resolution The number of seats used is calculated by the number of unique SFDC users that have loaded either the Sales Insight panel on a Lead/Contact/Account/Opportunity page layout or accessed the Marketo tab in the past 30 days.     Who This Solution Applies To Customers with Sales Insight for SalesforceIs this article helpful ?YesNo

Issue DescriptionYou want to find the day that a piece of predictive content was discovered. Issue Resolution There isn't a direct way to see the exact date a piece of content was discovered. What you can do is filter the results to content discovered during a specific time frame. Go to the "All Content" tab.Select the Calendar on the upper right sideChoose the time frame and click Apply. Result: You will see only the content that was discovered during that time frame.  Who This Solution Applies ToCustomers with Real-Time Personalization (RTP) or Predictive Content.Is this article helpful ?YesNo

Issue DescriptionAfter creating and approving a Marketo Custom Object, the "Custom Objects" tab does not appear on person records, and the smart list filters for that custom object are not available. Issue ResolutionWhen you create custom objects, you must provide "Link" fields to connect the custom object record to the correct parent record.  Without at least one link field on the custom object, that tab will not display and the filters will not be available. Follow the steps in Add Marketo Custom Object Link Fields to create Link Fields for either a one-to-many or a many-to-many structure for your custom object's association to the person records in your database.Is this article helpful ?YesNo

Issue DescriptionYou are considering archiving or deleting old programs, and you are wondering how that will affect the Lead field: Acquisition Program. Issue Resolution If you delete a Marketo Program, the field will append a "deleted" at the end of the Program Name. For example, if the Program Name was "July 2016 newsletter" for Acquisition Program, after deleting the Program, the field value would change to: "July 2016 newsletter  -  deleted (####)". The numbers represent an activity ID on the backend. Note: Archiving Programs does not affect the Acquisition Program. Is this article helpful ?YesNo

Issue DescriptionYou are considering archiving or deleting old programs, and you are wondering how that will affect reporting on membership of leads. Issue Resolution If you delete a Marketo Program, the membership data will be lost. Technically, in the Lead record Activity Log, there will not be an activity for "no longer in program," but any and all reporting will not be able to report from deleted programs.  Keep in mind that Marketo Support cannot restore deleted programs. Archiving Programs keeps program membership data. This means that Analytics reporting, including Revenue Explorer, will be able to see archived programs and the related data. However, smart lists will no longer be able to reference the archived program. For example, say the smart list was: "Member of Program, program is [name]". In this situation, the smart list wouldn't be able to locate the program.Is this article helpful ?YesNo

Issue DescriptionA newly created Program is not showing up in Program Cost Analysis Report. Issue Resolution The Program Cost Analysis Report takes a little time to show new Programs that have just been created. It doesn't do much good to show a success metric before a program has had a chance to succeed so it needs time in order for data to be collected.If you don't see the program in the report within 48 hours, check these things:If there is a view filter in placeThe program is active and approvedIf all that looks good contact Support for additional troubleshooting.

Issue DescriptionYou want to know if it's possible to have the same file in both the Default workspace and another workspace.Issue Resolution You cannot have the same file name in different worksapces. For example, if you have a folder in your Default workspace named "Test" and then you try to create another folder called "test" in different workspace, this will not work. The same thing will happen if you try to clone a program to a different workspace and you use the exact same file name. When you are creating new folders or cloning programs, you must use a unique name.

Issue DescriptionYou want to know how long changing a segment takes.Issue Resolution Segment changes are treated like any other activity that is being queued up and processed to be run. Segment changes have an extremely low priority and can sit in the queue waiting for other activities to finish, so you should wait for some time after making the change before you reference the segment elsewhere.

Issue DescriptionYou are seeing updates in Microsoft Dynamics to a field named Birthmark but do not see the field in your Marketo instance. Issue Resolution The Birthmark field indicates whether the lead was created in Marketo or MS Dynamics.  If the Birthmark field is blank, the lead would be a CRM-created record.   If the Birthmark field contains the value 'mkto', then the record was created in Marketo.  Who This Solution Applies To Microsoft Dynamic UsersIs this article helpful ?YesNo

Issue DescriptionYou wish to use all features of Revenue Explorer reporting and need to set up your instance to pass the necessary information to RCEIssue Resolution In order to use all the features of Revenue Explorer, the following tasks should be completed. Each one notes the report type it applies to.1.) Set relevant Channel Tags Analytics Behavior as 'Inclusive (regardless of Period Cost)'(all RCE analysis areas)2.) Review and establish appropriate statuses and successes for relevant Channel Tags(Opportunity Analysis; Program Membership Analysis; Program Opportunity Analysis; Program Cost Analysis)3.) Ensure that the appropriate statuses are being set within the Marketing Programs' smart campaign flow. In other words, based on certain actions, changing the assigned program statuses to leads in some unified manner to ensure Success statuses are set for programs of the same Program Tag/Channel Tag.(Opportunity Analysis; Program Membership Analysis; Program Opportunity Analysis; Pro

Issue DescriptionYou have a Smart List that should exclude a group of leads from a campaign, but they still show up in the Qualified Leads list  Issue ResolutionCheck the filter logic for your Smart Lampaign. "Or" logic allows leads that only qualify for some but not all of the filters to be included in the membership.  For example, you could have a Smart List with the following filters.SFDC Type = ContactsUnsubscribed = False (You are trying to exclude unsubscribed leads)Visited Webpage - company.com/products  If you use the following Advanced logic - "(1 or 2) and 3" - you will still have unsubscribed leads showing up in the list because they are Contacts, and the logic says they can be either Contacts or Unsubscribed = False.  They only need to satisfy one of the two filters to qualify, and an unsubscribed Contact would go through. There is a blog post that goes into more detail on this.  Smart List Logic - How many people do you want in your club? Is t

Overview For added security, we have added functionality to validate that email tracking URL hash codes originate from the same domain in the subscription. A unique email tracking URL hash code is what is used to identify which Marketo instance the link is coming from, enabling the tracking functionality in your emails.Example Here’s an example of how an email tracking URL is constructed: Enhancement being made:This enhancement will add extra validation to the tracking URLs used in your emails. When our tracking server receives the link, it will use the URL hash code to identify the Marketo instance. It then looks up the branding domains associated with the subscription. If the domain presented in the URL matches a branding domain we have listed for you, the link will connect just as it should. If the domain in the URL does not match a domain in our database, it will be considered suspicious and will be stopped and a "404 error" will be displayed.

Issue DescriptionYou created a smart list, but did not define any filters, and are wondering if this will cause no leads to show up in the results. Issue Resolution If you create a smart list and you do not define any filters, this will cause all leads in your database or leads visible in the partition and workspace to appear in your results. This can create problem if you have nested smart list. For example, if you have a smart list with the filter "Member of Smart List = Lead not in" with smart list A selected and smart list A has no filter, this logic will cause you exclude all leads in your database. Is this article helpful ?YesNo

Issue DescriptionWhen you invite a New User into a Marketo Instance, you are given the option to assign User Roles. What happens when you assign 2 or more Roles? How many Roles should be assigned?Issue Resolution When a user has 2 conflicting Roles assigned, Marketo will, more often than not, be more restrictive in its willingness to let the user perform the action if the other User Role does not have the permissions to do the action. Marketo Support often sees users assigned the Admin Role, as well as a Marketing User Role. The Admin Role has permission to do everything. Adding an additional Role can cause restrictive permission errors when that user is attempting to do something that the Marketing User Role does not have the ability to do. Example: A new User is assigned 2 User Roles each with different permissions. One User Role has the ability to approve email assets, and the other User Role does not have that permission. In that case, Marketo may restrict the User from being able

Issue DescriptionYou get an error message saying that an email or landing page is in use when you try to delete or even unapprove it. Issue Resolution If assets are being being used or referenced somewhere else in Marketo you cannot delete or unapprove them. Before you can, there cannot be anything listed under "Used By" section.Navigate to the place where it is in use and remove it from there. Once all asset dependencies have been removed you will be able to delete or unapprove the asset.

Issue DescriptionYou want to know the difference between a field with the type of string and text area.Issue ResolutionBoth a string and text field will hold information that you can freely write in. The major difference between the two fields is how many characters you can put in these fields. A string field has a limit of 255 characters, whereas a text field has a character limit of 30,000 characters.  A string field is a good choice if you wanting to store data like address, names, or simple custom data. A text area field is a good choice when you want to store information from something like a comment box on a form or if you are importing a large block of text.Is this article helpful ?YesNo

Included in this article: OverviewPreview is a feature that allows you to see your campaign without having the campaign deployed on your website, but not all web pages allow this.  If it is not working with your website, here are some troubleshooting steps to try.Basic TroubleshootingVerify the RTP tag is loading properly on the target page. If there is no RTP tag, there's no way for the preview to work. Clear your browser cache and cookies.Have someone else test the preview.  Copy and paste the link from the preview window to share the campaign example with others.Copy and paste the link from the preview window into another browser and try it there.If it is an In-Zone campaign, verify the div ID specified in the campaign exists on the page you are trying to preview.Go to the original website and look for jQuery / Javascript errors.Create a new campaign containing only the word "Test" and try to preview it on the same page.  Since the maximum length of a URL for most bro

Issue DescriptionThe activity log is not recording the number of opens for an email send. Issue ResolutionEmail opens are linked to an individual asset. If a record is sent the same email more than once, only the first open activity will be recorded. If you are not seeing opens record for a record, search the activity history to confirm whether or not the asset has been opened previously. Who This Solution Applies ToAll customersIs this article helpful ?YesNo

Issue DescriptionYou want to push Marketo activities into MS Dynamics.Issue ResolutionMarketo has the ability to push activities in SFDC, however, the same feature does not exist for MS Dynamics.  Instead, you can use Interesting Moments in Marketo Sales Insight to pass activities into Microsoft Dynamics.Who This Solution Applies ToCustomers using Microsoft Dynamics.