Marketing Activities Down?

Hi Elliott - We're experiencing the same issue of not being able to access our assets in Marketing Activities. I called support twice, but was directed to their phone answering service. I submitted an online ticket and am waiting on their response.

@Shameah Abraham‌ we experienced a similar issue with support.

I had to submit an email @ 2:03 PM EST Sunday to support@marketo.com because I was unable to access My Cases in the Community. After that the following communications were received by me indicating a lack of coordination and response by Marketo in reaction to a P1 issue.

At 2:04 PM, I received two confirmation emails - one from support@marketo.com with the subject 'Marketo Support P1 Case Created' and an ID number, and the other from support-reply@marketo.com with the subject 'Adobe Customer Support Case Created' and the same ID number, but the priority was P3.

At 8:39 PM, I received an email from amckenno@adobe.com with the subject 'Marketo Engage Cares' and the same ID asking if I was trying to access My Cases with our authorized support user login, which I confirmed that I was.

At 8:58PM, I received two confirmation emails - one from support@marketo.com with the subject 'Marketo Support P1 Case Created' and a different ID than the previous emails, and the other from support-reply@marketo.com with the subject 'Adobe Customer Support Case Created' and the same ID number as the one from Marketo Support, but the priority was P3.

At 9:03 PM, I received an email from amckenno@adobe.com with the subject 'Marketo Engage Cares' and the ID as my initial cases saying since this was a Customer Care case, I would not be able to see the case in My Cases and that she had created a support case for me with the case number that corresponded to the second set of confirmation emails I received.

At 9:00 AM Monday, I received an email from support-reply@marketo.com with the subject 'Adobe Customer Support Case Response' and the ID number as the second support case that was created and a P1 priority. The email stated "We identified a type of cache that required clearing as a once-off fix and cleared. It should work now." There is no mention of what other functions might have been affected, if the issue affected others (which it apparently did based on Community feedback), why https://status.adobe.com/ didn't mention this issue or what will be done to prevent it from recurring in the future.

I requested that Marketo Support person escalate our case to whoever is running support there, so that they may be aware of this and can provide answers to my questions above.  I'll keep you posted if I learn more.

Not sure if this is related, but none of our RCE reports are returning data - specifically "program membership analysis" where PROGRAM STATUS is one of the dimensions/filters.  PROGRAM STATUS has been deleted from the tree on the left:

Thank you for taking the time to share your concerns regarding Marketo Engage. I manage support for the Marketo product, and want to assure you that we are currently reviewing and taking action on the issues brought up within this thread.  If you have any additional concerns that are not part of this thread, please email directly at mailto:thmoran@adobe.com;acovelli@adobe.com and one of us will either answer your questions or connect you with the right point of contact to ensure we evaluate your feedback as part of this effort.  AnneMarie Covelli will provide a more detailed reply by Monday afternoon.

We appreciate your feedback, and your insight to help us improve.  We are 100% committed to providing you with a great experience, and just as committed to constantly improving that experience.

Best regards,

Thomas Moran

Adobe Customer Support

This is a follow-up to notify you that our team deployed a patch last night (January 29, 2020) to resolve this issue for all affected customers. All services are fully operational again.

We want to assure you that we take these incidents very seriously, and we are taking steps to prevent similar situations going forward. Thank you for understanding. If you have any additional questions regarding this issue, please contact Marketo’s Customer Support at https://support.marketo.com, or through any of the methods listed here.

AnneMarie Covelli 

Adobe Customer Support