Adobe Marketo Engage

IssueLeads are stuck in a smart campaign's Wait Step and have not moved onto next steps, even though the Wait Step has been updated/shortened and the lead should move onto the next step. SolutionWhen a lead enters a Wait Step, it remains in the Wait Step as defined at the moment they entered it. For example, if the lead enters a 1 week Wait Step, it will remain in the step for 1 week.If the Wait Step is updated to be longer or shorter (for example, shortened to 3 days or extended to 2 weeks), the lead that already entered the Wait Step (when it was 1 week) will remain in the Wait Step for the original duration.New leads entering the Wait Step will abide by the new duration.

IssueCustomers may run into limitations with Webhook providers or other third party REST services that require their fields are an integer type field. This may present issues with those values being inputted to Marketo (and other systems) accurately if a record has a value outside of the integer value limitation range: -2147483647 to 2147483647  EnvironmentMarketo/Third Party REST/Webhook Providers SolutionThere is no way to increase/modify the integer value limitations on the Marketo side. This is not a Marketo product limitation, it's the defined constraints of Integer data types.If you're running into issues with values from a third party/webhook provider falling outside of the limitation range, this will present issues with the field value being accurately logged in Marketo.In this scenario, it's worth checking with the third party/webhook provider to see if they have any flexibility around which field types they can allow (for example, String or Float type fi

IssueWhen cloning an asset from Design Studio into Marketing Activities, there is a box that asks you to select which program to clone the asset into. When clicking into this box, you may see No Results, even though there are programs within Marketing Activities. SolutionExpected Behavior: This happens when there are too many programs in the Marketing Activities tree. To select your desired Marketing Program, begin typing the Program Name, and results will begin to appear in the Program drop-down.This was designed to increase UI performance when cloning assets into Marketing Activities from Design Studio. 

IssueWhen attempting to import a list in the UI, an error appears that states "Invalid encoding" and the import does not complete. Root CauseMarketo requires the import CSV file be encoded with one of the following: UTF-8, UTF-16, Shift-JIS, or EUC-JP.As next steps: Re-save the file, for example in Excel as file format CSV UTF-8, with the correct encoding. Then re-try the import into Marketo.If the error persists, contact Marketo Support.

SummaryThe customer wants to know if a nurture email was not sent to a recipient due to communication limit, then will it be sent in the next cast, or that email will not be sent again? IssueIndividual(s) were supposed to get an email from a Nurture (Engagement) Program cast but failed to receive the email due to hitting the communication limits set in the instance. Do you need to manually send the email to the individual(s) via a separate Smart Campaign or will it be sent, automatically, on the subsequent cast for the Nurture Program? EnvironmentMarketing ActivitiesNurture ProgramsEngagement ProgramsAdminCommunication Limits  SolutionYou don't need to act on these scenarios as the individual(s) impacted by the Communication Limits will be sent the applicable email in the next cast for the Nurture Program. The only reason that the individual wouldn't be sent the email in the subsequent cast for the Nurture Program would be if the person would hit their Comm Limit again. Should

IssueYou have a Batch Campaign or Email Program setup where the amount of people qualified is more than what's listed under the Smart Campaign Person Restrictions limit (for more context, see Enabling Person Restrictions for Smart Campaigns). Within that same program or campaign, you calculate that between the number of qualified people reduced by how many are blocked from processing puts the total count of records below the Person Restrictions for the instance. Would the campaign or email program still execute and process the appropriate leads that aren't blocked or does Marketo solely look at qualified members to determine if that's more than allowed based on Person Restrictions? EnvironmentAdminMarketing ActivitiesMarketoScheduling SolutionYes, the campaign will still run as expected. Both Email Programs and Smart Campaigns effectively disqualify non-marketable people before processing records towards the Campaign Processing limit.Example:Your instance is setup to limit campaigns

IssueField values updated in Marketo do not sync to SFDC when the record exists as a Contact.  EnvironmentMarketo - CRM Native contact Sync SolutionThe issue is caused by the interaction of the Block Field Updates with the conflict resolution rules for Contacts described here.  The Block Field Updates will prevent Marketo from writing values from Salesforce into Marketo, but it does not prevent the sync from attempting to sync those values. If a field has Block Field Updates enabled to prevent updates from SFDC and that fields gets updated in both Marketo and Salesforce at the same time, Marketo will attempt to use our conflict resolutions rules to allow the update from SFDC to override the Marketo updated. The Block Field Update prevents this from occurring which leaves the records stuck unable to update the value in either system. To resolve the issue for the specific records, the Block Field Updates setting must be removed for the specific values to allow the v

SummaryMarketo Form Does Not Appear on a Landing Page IssueMarketo Form embedded on a Landing Page and the Form does not load.  EnvironmentMarketo SolutionIf you are able to reproduce the behavior in a Private Browsing window using Firefox, then issue is most likely caused by the embed being used. Examine the embed code on the page and ensure that the Form is loading using your instance's Landing Page Domain.  For example you may see your embed code formatted as   <script src="//app-sj01.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//app-sj01.marketo.com", "123-ABC-456", 1);</script> It instead it should look like  <script src="//123-ABC-456.mktoweb.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//123-ABC-456.mktoweb.com", "123-ABC-456", 1);</script> Once the embed co

SummaryAdding Webinars from Additional Users IssueAfter setting up the Marketo/Zoom integration and attempting to connect a Webinar to an Event Program, you may see the message "This Account has no Webinars" or certain webinars may be missing as an option.  EnvironmentZoom/Marketo SolutionWhen setting up the Marketo/Zoom integration an Admin user must be connected to the Launchpoint integration. By default, only webinars created directly by this Zoom user will appear as options. If other users have shared webinars with this admin, additional steps must be taken to make them visible in Marketo. In this article you will find the steps to add additional Zoom users to the Marketo integration configuration. Once those users have been added, webinars they own will be available as options in Marketo. Webinars owned by users not added with the instructions above will not be available in Marketo.  

IssueWhen attempting to access Marketo Sales Insight within Salesforce, you may receive the error "Marketo Sales Insight is not Enabled".  EnvironmentMarketo Sales Insight SolutionTo resolve the error follow the steps documented here  to reenter your credentials for Marketo Sales Insight. Once the credentials have been entered and saved, Marketo Sales Insight will become accessible.  

IssueWhen using the [mktorest.com/rest/asset/v1/emailTemplates.json] end-point to pull all Email templates, the COUNT is much less than what is shown in Marketo's Design Studio Global Search.  SolutionThis is the expected behavior. When viewing the total count of Email templates in the Design Studio UI, it will count EACH shared template that is shared across other workspaces, counting the same template multiple times depending on how many workspaces it's shared to.However, when retrieving the Email Templates from the REST API, it will only return DISTINCT Email Template ID's from the originating shared workspace where the template resides. It will not return the templates from the shared workspaces. Root CauseREST API Expected Behavior

IssueWhen using the Merge Lead(s) REST API end-point and merging multiple leads, which field values would be copied to the winning record?In the below example, the winning lead record has a blank value for Job Title. When merging all 4 leads, which field value will get copied to the winning record from the list of losing records?  SolutionThe field values that will be injected to the winning lead record are directly impacted by the order of leadID's in the Lead array parameter of the call, where the FIRST leadID listed in the parameter array will be the winning value IF the field on the winning Lead record is blank. URL Example{{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=2232,1323,1455RESULT Based on the above excel chart, LeadID 4231 (Winner) would have their Job Title field updated = 'electrician'.URL Example #2{{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=1323,1455,2232RESULTBased on the above excel chart, LeadID 4231 (Winner) would have their Job

SummaryWhen renaming a field in a CRM Custom/Entity it does not reflect the change in the constraint of filters/triggers/ IssueI renamed a field in my CRM Custom Entity/Object (MSD/SFDC) and I refreshed the schema. I can see the field name change reflected in the CRM Custom Entity/Object, but when I look for the field in constraint for filter/trigger I only see the old name. EnvironmentSmart List SolutionThe workaround is that the customer can create a new field on the SFDC side and copy all the values from the old field to the new one. Then, this field can be used in smartlist filters. Old field can be disabled after that. Root CauseWe are not propagating field name changes from SDFC to Marketo.

SummaryLearn how to troubleshoot the REST API Error: read ECONNRESET. IssueYou are getting the following HTTP error when attempting to call the associated REST API.  REST API Error: read ECONNRESETCause This error might occur because of issues on the local network or HTTP client config. Here are some possible causes of this error. HTTP Client Configuration Issues: The error may occur due to incorrect, incomplete, or incompatible settings in your HTTP client. To align your HTTP client settings with the Marketo REST API requirements, you should review and update your HTTP client settings.Proxy Server or Configuration Problems: If you use a proxy server, its configuration may result in an HTTP error. Verify your proxy server settings and consult your network administrator for accurate configuration if necessary.Faulty Network Equipment: Issues with hardware such as switches and routers, particularly if they are malfunctioning or improperly configured, can cause the problem. You s

SummaryNew checkbox for query parameters available when adding new content or editing current content. IssueYou were previously unable to specify query parameters for predictive content, and query parameters were not used when adding new content, editing current content, and reporting on URL clicks. Autodiscovery works by adding a new URL to the DB, and later on, clicking counts are accumulated against the newly found asset. The asset is determined based on the URL (and there, it previously didn't account for anything that followed the ? in the URL. The same was used as a validation when a user added new content.The rule to determine this part of the URL, minus the query parameters, was a requirement back then and was taken into account during design.  SolutionAs you add predictive content from the predictive content page, you need to have the checkbox on this page to allow the user to decide whether they want to include/exclude the query parameters while adding it.The same

SummaryLearn how to resolve issues with uploading SVG files to Marketo. IssueYou are not able to upload Scalable Vector Graphics (SVG) files to Marketo. You are encountering errors during the upload process or facing issues with improper display in browsers after uploading. Cause:The root cause behind such issues is often Marketo's security checks, which may reject certain properties of SVG files. This can lead to conflicts between what Marketo accepts and what browsers can display.  SolutionTo address SVG files not being accepted or displayed correctly in Marketo, try the following steps: 1. Change File Extension to .xml: Instead of saving the file with a .svg extension, save it as a .xml file. This will change the server MIME type and allow it to be uploaded to Marketo. Example: If your file is named "example.svg," rename it to "example.xml" before uploading it to Marketo. 2. Remove Unwanted Properties: If the SVG file contains additional properties or namespaces ca

SummarySome users encounter problems with their Marketo domain not handling URL parameters correctly and resolving URLs. IssueWhen using URL parameters, some users experience issues where their Marketo domain does not correctly handle and resolve URLs. Cause: The issues can arise due to errors in how the URL parameters are structured, syntax errors, or difficulties in the domain's ability to handle parameters.One common problem is placing the anchor (represented by "#") incorrectly in the URL string, especially before the parameters.     SolutionURL parameters are extra pieces of information added to a URL to provide specific data or instructions. E.g., Example Domain?parameter1=value1&parameter2=value2 However, incorrect handling of these parameters by the domain may cause issues in resolving the URL, resulting in broken links or incorrect behavior in your Marketo campaigns. Therefore, it is crucial to ensure that URL parameters are correctly managed to avoid any pr

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

IssueYou added yourself to the Send Alert To portion of the List Import process and continue to receive unwanted Alert Emails every time a list is imported.         SolutionDuring the next List Import process to the problem Static List in Marketo, you'll want to select the Edit Send Notification from the window that pops up in the top right section of your screen after the import process is started. Selecting the Edit Send Notification will cause a new window to open up that shows all of the email addresses who will be sent an Alert Email once the import completes.     If you no longer want to receive the Alert Emails for this static list going forward, deleteyour email address and click save.    

SummaryEmail previews by list can only view the first 25 people. IssueWhen previewing an email and viewing people by 'List', you are only able to generate a preview for the first 25 people on that list. EnvironmentThis occurs in email previews. Root CauseThis is the expected behaviour for email previews. The intention of email previews is to allow for a quick confirmation that the email is compiling as expected, rather than to confirm it is correct for every recipient.

IssueDoes Marketo support syncing with SFDC Big Objects? EnvironmentSalesforceMarketo Engage SolutionNo. Marketo only supports syncing with SFDC Standard and Custom Objects. Related reading SFDC Sync: Custom Object Sync in Marketo GuideUnderstanding the Salesforce Sync in Marketo Guide  

IssuePerson record's Activity Log shows repeat Company Name changes without any Data Value Change being logged. In this example screenshot, we can see that the person had the Company Name set back to the correct value by the CRM sync, but there is no record of the Company Name being changed in the first place. EnvironmentPerson records showing the change are all part of the same Account.One person on that holding Account fills out a form that updates the field "Company Name" to a value that is different from the Account NameCRM sync corrects the Company Name field back to Account Name SolutionSTEPS TO RESOLVE:1. Find the lead that change the Company Name field on the account with a Smart List filter:     DATA VALUE CHANGED    Attribute: Company Name    New Value: [Company Name from form fill-out]    Previous Value: [Account Name]2. Locate the Data Value Change in the Activity Log3. Check the date and time of the Da

IssueLead activity log shows "Change segment" or "Add to Segment" for a segmentation (i.e. "Change Title to "Directors")The named segmentation ("Title") does not show up in the segmentation list in Database EnvironmentMarketo instance with the Target Account Management feature SolutionEven though the activity log shows a segment activity, the segment is actually a Persona, which is a feature of Target Account Management.

IssueSyncing leads from Marketo to MS Dynamics gives error "Failed: INSERT for person [number] error: Could not Form URI for NavigationLink." EnvironmentMarketo synced to MS Dynamics SolutionThis error is generated in MS Dynamics and relayed back to MarketoCheck the Marketo Error logs in Dynamics for the error "insert[number] " and see if the logs give you any info indicating the cause of the errorIf you are unable to determine the cause of the error, gather the Marketo Logs and Marketo Error Logs from Dynamics and open a support case for further assistance. You may need to include your Dynamics admin on the case

IssueDelay in SFDC Sync causes email to be sent with unpopulated tokensWait steps in campaign designed to prevent race conditions are sometimes not long enough for the SFDC Sync to completeWait steps cause delay in customer receiving their email after filling out for - bad user experience EnvironmentSmart Campaign triggers off form fill and flow step syncs Person record to Salesforce Info from SFDC sync is used to populate tokens in emailCampaign uses Wait steps to hold email send until sync is finished SolutionSplit the Smart Campaign into two campaignsThe first campaign runs the sync activities, but does not send emailThe second campaign triggers off of the Data Value Changes resulting from the sync and sends the email with the email tokens populated