Adobe Marketo Engage Knowledge Base

IssueYou are utilizing Snippets within emails and want to run link/usage reporting on these Snippets. SolutionWe do not have this ability to report on Snippets. One option would be to use an Email Link Performance Report  -  however this would require that you know which links are in which Snippets.    

IssueYou encounter Validation Errors in the Smart List. SolutionIf you hover your cursor over the red squiggle in the Smart List, Marketo should pop-up a reason why the error is occurring. A very common reason for Validation Errors when using an "is" logic for a constraint is that the value being used does not exist in the database. In situations where you are uncertain if the exact value exists in the database, try using "contains" for the constraint logic.    

IssueYour SFDC team wants to enable the SFDC feature associating contacts to multiple accounts.       SolutionIf a contact is associated with multiple accounts in SFDC, the Company Name field will contain that primary account name – and Marketo will have no visibility into the fact that the contact is also associated with other accounts. One way to do this in Marketo is actually to create a purposeful duplicate of the contact- one associated with the first account, the other associated with the second account and so on. At this time, there are not any plans to enable people in Marketo to be associated with multiple accounts.

IssueEmail get delivered initially but after a while, the email bounces stating 550 error. SolutionThis is a behavior of a particular type of Bounce called an Out of Band bounce ( OOB). The Send, Delivered and then Bounced sequence tells us that the email was initially accepted, but then due to a variety of reasons (or categories) it was rejected. This type of bounce is not uncommon, but are relatively rare. If you look at the lead record , you'll see that there will be an "Email Delivered" activity right before this bounce message which is what makes it "Out Of Band" . There isn't really any way Marketo can control it--it's entirely up to the recipient mail server. Many times this happens when a recipient mail server takes in emails in through a main server, then dumps them over to a secondary server. The first one that takes in the email gives back the "Email Delivered" message. Then the secondary server evaluates each email based on the spam filters and against known email addre

IssueWhen attempting to use the Marketo Sales Insight actions drop-down list, to perform an action for a specific contact in Salesforce, the drop-down does not appear in the MSI section. SolutionCheck to see if the specific contacts this is occurring on have been recently converted. If they have, then the actions drop down will not appear until the contact has synced back down to Marketo.  

IssueReporting on separate links in an email that both point to the same URL SolutionWhen there are duplicate links in an email, the performance of those links will be consolidated into a single row in the Analytics report, so if there are three links that point to the same URL, there will only be a single line for that link on the Performance report. If you would like to differentiate between these duplicates, you can add URL Parameters. Example: google.com and    www.google.com?parameter=second-link In this example, Marketo Link Performance Reporting will show each individual link on Analytics Reporting, but both links will go to the same place.

IssueUnable to change the email address used for a Marketo user's login. SolutionAll of a user's activity is based on that specific login email address. If somehow there was a way to change the login, all that history would be gone or mixed up with multiple login names and hence Marketo doesn’t allow to change the login email address. You can however, create a new user by inviting new user in the Admin area under Users & Roles with that new email address and a new login will be created that can now be used with that email address. So you can now use that new login and delete the old if you want. This login email address is different from the communication address. It is just like a user name for login purposes. All the communication/notification emails will be sent to the email address mentioned in the email column of your account and this should be a valid email address. You can check this under Admin > My Account > Email. If your instance does not have the feature allow

IssueInteresting Moments for a specific Marketo record are not showing up in SFDC Sales Insight for the record with the same email.     SolutionThe most common cause for this is that the record in SFDC is not the same record as the one in Marketo.  This can happen if there are duplicate records in Salesforce with the same email address. To check if the record in Salesforce matches the record in Marketo, compare the SFDC ID.  On the Marketo side, this can be found in a field on the Lead Database record. The SFDC ID for a record in Salesforce can be obtained from the URL. It is generally the the 15 alphanumerical characters near the end of the URL (e.g. 012300000012BYN) - here is an article in Salesforce for more information: help.salesforce.com/articleView?id=000004383&type=1      

IssueYou may notice that the files under "Images and Files" folder are being crawled and indexed by search engines. Is there a way to ensure that they cannot be indexed?     SolutionTo disable indexing for all assets in Design Studio > Images and Files, please contact Marketo Support. Support can disable indexing for all files in this folder.  Please note, this is a global block.  Support is not able to selectively block indexing for specific files.

IssueWhen creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded: "Error running Smart List: Check your Smart List configuration" SolutionThings to check: The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ".The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username] This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user.    

IssueHow to setup the favicon, aka Favorites Icon for Marketo Landing Pages. SolutionSteps to Setting up Favicon 1. Ensure you have the favicon hosted either externally or internally in Marketo. (Don't know how to find the link of a image hosted in Marketo? Check this DOC out) 2. On the Landing Page Settings ensure that option 'Remove default favicon links' is selected. Note that this affects all landing pages globally (scroll down in the settings, it might be hiding) [Related DOC] 3. You can specify the favicon in two ways:    a. Directly on the landing page in the custom HTML Header [Related DOC]    b. In the Landing Page Template's Header 4. This code would need to be specified in the header <link rel="shortcut icon" href="<favicon url>" type="image/x-icon" > <link rel="icon" href="<favicon url>" type="image/x-icon" > 5. Test the landing page out by either opening it in a different browser or clearing the browser cache and re

IssueLeads are members of a Marketo Program that is synced with a SFDC campaign, but there are some leads that have not synced to SFDC. Solution1.) First check to see if this was caused by a Salesforce Sync Error. This can be checked in the Admin area under Admin > Salesforce > Sync Errors. Additionally, errors will appear under Notifications, check for the subject 'Salesforce Sync Error: Unable to Add Leads to Campaigns'. This will list the details of the SFDC Error and a list of sample leads along with the Salesforce campaign that they failed to sync to Example error:INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY: insufficient access rights on cross-reference id Sample Leads:    Salesforce Campaign lead1@mail.com    Campaign name lead2@mail.com    Campaign name 2.) This can also be caused by mismatched statuses between the Marketo Program and the SFDC Campaign.  If the status doesn't exist on both sides, leads with the pro

IssueYou need a working certificate to put in the Single Sign-On section of Admin to get your SSO working.   SolutionPull the information contained in the tags: <ds:X509Certificate> . Copy and paste the text into a plain text file (Not a Word doc) then give it an extension of .cer or .cert. You should then see it displayed in file explorer with a certificate icon rather than a txt icon. When you double click to open the certificate, you should see a window open with three tabs (General, Details, and Certification Path). Click the details tab and choose "Copy to File...". Walk through the guided steps choosing "Base-64 Encoded" when given the option and give the file any name you want. The certificate generated from this process can be uploaded into the Marketo admin section for SSO.  

IssueYou need to set Marketo passwords to expire in accordance with your security policies. SolutionYou can absolutely set the passwords to expire! Simply go to Admin > Login Settings. You can then click edit on Security Settings and change the Expiration from Never to the option that fits your needs.    

IssueReporting options available for Text-Only emails. SolutionThere is no available reporting to determine the performance of Text-Only emails. When an email is sent from Marketo, both the HTML and Text-Only versions are sent, and the receiving server chooses the one to hand off. Marketo uses a single pixel image to track Open activity emails. Since there are no images in Text-Only emails, Open activities cannot be tracked.  However, Clicked Link activities can be tracked as long as URLs in the Text-Only emails are formatted according to this document - Add Tracked Links to a Text Email.

IssueEmail Starter Templates render differently on different email clients. SolutionThe Marketo Starter Templates are meant to be used as examples. It would not be possible to create a 1-size-fits-all template that works for all email clients.  The Starter Templates are provided for a starting place for your web development team to build off the existing HTML, including optimizing it for display on various email clients. Different email clients will have slightly different interpretations of the HTML. An experienced web developer should be able to help you adjust the code to compensate for these differences.  

IssueThe GoToWebinar service in Admin > Launchpoint shows a Failed API Error - API Error: ERROR -> HTTP Code = '403' SolutionThis error occurs due to an issue with the credentials Marketo uses to access the GoToWebinar service. To fix this, you would need to re-login to the GoToWebinar service under Admin > Launchpoint.  Once this is done, the error should be resolved.  You should also check the program membership for the webinar programs in Marketo, since any leads who attempted to register for a webinar while the error was in effect will have a status of "Registration Error" and will need to have their status corrected to "Registered."   Who This Solution Applies To Customers integrated with GoToWebinar

IssueMarketo records are failing to delete. SolutionFor Marketo records that are synced with Salesforce, if the Delete from CRM is True in the delete process, and the deletion fails in SFDC, then the Marketo record will fail to delete because the entire requested action cannot be completed.  (action = delete in Marketo and delete in SFDC) Looking in the Marketo Lead Activity Log will give you a more specific reason as to why the record is failing to delete.    

IssueYou are using choices within flow steps with parameters such as "Member of Program" and the lead is qualifying for the choice when they are not part of the program. SolutionWhen using a flow step for a campaign, you have the option of adding "choices" to the flow step so different leads can have different interactions. When using a choice parameter such as "Member of Engagement Program" or "Program Status". If the lead has been part of ANY engagement program, or has EVER had a program status equal to the parameter (i.e program status is email > sent), then the lead will qualify for that step. To prevent outside leads from being pulled in, use the "Member of Program" filter in your campaign Smart List to make sure content is delivered to your intended audience.  

IssueCan Marketo provide SSL pages using Reverse-Proxy, Wild-Card, or Self-Signed Certificates?     SolutionMarketo does not support any SSL setup outside of our standard practices. New SSL process outlined here: Setting Up Secured Domains for Landing Pages

IssueRevenue Cycle Explorer Data is not accurate comparing to Smart lists or other areas of Marketo.  SolutionThe data inside of Revenue Cycle Explorer (RCE) can be different from Marketo and can raise concern. However there is a couple reasons the data may not match 100%!  The data date range is within last 24 hours. Revenue Cycle Explorer utilizes an proccess which replicates the data to a dedicated Database just for running RCE reports. This proccess runs during the middle of the night to replicate the data, so the most recent the data would be is from the night before or early morning!   The data measure is looking at different data type or defining it in a different manner. The name of a measure is only part of the story. While 2 measures may have the same name, the way the data is calculated can be different between the two! You can find a deeper confirmation of what exactly is being measured or detailed by one of two ways. Right click on the Measure or At

IssueA recent Smart Campaign or Email Program sent Person records in Marketo more emails than should be allowed based on settings in Communication Limit Settings in the Admin area of Marketo. SolutionThis is commonly caused by one of three things: The emails that sent after the communication limit was hit were Operational. To verify if this is the case, select the email asset from the menu tree on the left and review the summary of the asset in the canvas where you will see if the email is Operational or not. The Block non-operational emails checkbox is not checked in Edit Communication Limit Settings. Setting values the "Per Day" and "Per 7 Days" dropdown menus does not enforce the communication limit. In order for this limit to be enforced, the "Block non-operational emails" checkbox must be checked.  Enable Communication Limits The Email Program or Smart Campaign are not set up to follow Communication Limits. Apply Communication Limits to Smart CampaignEnable/Disable Comm

IssueYou want to use a Marketo Form in an email. SolutionForms cannot be used in email. Forms rely on using scripts to be able to pull and send data, but email clients will usually scrub or prevent the execution of scripting languages such as Javascript for security reasons. Note: Including scripts in your email can increase the chances of your email being classified as spam as well.    

IssueYou see a record in the database has something similar to the following Email Suspended Cause: "554- Your access to this mail system has been rejected due to the sending MTA's poor reputation. If you believe that this failure is in error, please contact the intended recipient via alternate means." SolutionThe 554 error is generated by a hard bounce due to a spam block. It is possible that one of the sending IP addresses used may have been on a temporary blacklist the day of the attempted send. This happens while using shared IPs when another Marketo instance using the same IP hits a spam trap, putting the IP on a blacklist for 24 hours. This error can also happen to users on a dedicated IP if they hit a spam trap with one of their email sends.        

IssueDo users within a Marketo instance get automatically subscribed to receive emails about upcoming Marketo webinars? SolutionUsers with a login in Marketo are not automatically subscribed to receive emails about upcoming Marketo webinars. The users would need to subscribe to the communications by filling up a form on any Marketo landing pages (e.g. marketo.com/company/contact)