Adobe Marketo Engage Knowledge Base

IssueIssue DescriptionMarketo Secured Landing Page using domain aliases give an invalid SSL certificate error on load.     SolutionIssue Resolution Confirm that the domain alias is a CNAME and not another type of record such as an A RECORD. Within Marketo's Documentation for setting up landing pages and tracking links, it only specifies a CNAME configuration. This is the only configuration that is supported. If another configuration happens to work, it does not mean it will continue to do so and will throw an error once SSL is enabled. Below is a diagram showing the configuration that is supported by Marketo. The Top Level Domain is owned and hosted by the Customer. Separate sub-domains, or CNAMEs, are created, one for each Landing Pages and Tracking Links. These CNAMEs then reference Marketo. Other ways of configuring this are not supported due to not being reliable. An A RECORD for example, can point a Domain directly to an IP Address. This can be unreliable because

IssueIssue DescriptionHow to add a seed list in a batch Smart Campaign or Email Program.     SolutionIssue ResolutionImport the seed list addresses into an appropriately-named static list Add a filter in the Program/Campaign Smart List to include the static list. The trick will be to make sure the filter logic is correct. Advanced Logic may need to be used in the Smart List of the Program/Campaign. For example, if there's a sending campaign with 5 filters to send to an audience 1 AND 2 AND 3 AND  (4 OR 5) then you will want to use Advanced Logic and put parentheses around the original filter set (1 AND 2 AND 3 AND  (4 OR 5)) and add the seed list outside the parentheses with OR logic (1 AND 2 AND 3 AND  (4 OR 5)) OR 6 In that advanced logic, the original intended membership (1 through 5) exist within its own set of parentheses and the Seed List is included in addition (OR 6).

IssueIssue DescriptionIf a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic.   SolutionIssue ResolutionInstructions to generate a HAR file broken down by browser version: Chrome In Chrome, go to the page within Marketo where you are experiencing trouble.At the top-right of your browser window, click the Chrome menu (⋮).Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome. Click the Network tab.Select Preserve log.You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.Refresh the page and reproduce the problem while the capture is running.After you successfully reproduce the issue, right click on any row of the activity pane in the Network and clic

IssueIssue Description Outlook plugin gives an install error: "Registration code invalid."     SolutionIssue ResolutionThis is normally caused by a faulty installation or problems with network connection to the Marketo validation servers.   1.    Check to see if you have the correct type. (i.e. if you have a 32-bit office then you have to get the 32-bit download or if you have the 64-bit then you need the 64-bit download.  NOTE: Your Office may not be the same version as your operating system, so be sure to check the Office version specifically.) 2.    The activation code should be used only once. 3.    It should be used with the same email address that the code was sent to. 4.    If the installation does not work, check the mopi.logs for errors. The mopi.logs should be in C:\Program Files\Marketo\Marketo Outlook Add-in. 5.    You may need to uninstall and reinstall the plugin. 6.&

IssueIssue DescriptionGet the error 'Cannot get email content- Customer does not belong to any POD' when the URL from the 'view as webpage' link is forwarded for review     SolutionIssue ResolutionThis is expected behavior as of the 2019Q1 release. After clicking on the view as webpage link, the mkt_tok value will be removed. Attempts at sharing the URL after this point will fail. The mkt_tok value should not be shared. It uniquely identifies the recipient.  This is a security enhancement.  The preferred method is to use Send Sample to send the email to teammates, or forward the email.

IssueIssue DescriptionPersons do not trigger Smart Campaigns as expected when using the REST API 'Push Leads to Marketo' endpoint.     SolutionIssue ResolutionMarketo utilizes a special trigger for persons pushed to Marketo using REST API. The 'Person is Pushed to Marketo' trigger will qualify persons upserted by the 'Push to Marketo' endpoint.    

IssueIssue DescriptionSmart Campaign within a default program has members but these are not displaying under the results for total program members or in Program Performance reports.     SolutionIssue ResolutionDefault programs do not add members to the program automatically.  An "Add to Program" or "Change Program Status" flow step must be included in the Smart Campaigns that exist within the default program to make the leads members of the program.    

IssueIssue DescriptionYou would like to change the order in which the emails are being sent to leads but some of the leads have received several emails from the stream already. If the order of email is changed would those leads receive the same emails again?     SolutionIssue ResolutionIf a lead has received the email previously from any campaign or program then they will NOT receive this email as long as the email ID remains the same. Marketo will go down the list of emails within the stream until it finds one that has not been sent to the lead and this will be sent to the lead at the time of the engagement program cast.

IssueIssue DescriptionAn email has been added to multiple streams within the same nurture program, for example stream 1 and stream 2. Would a lead that received the email in stream 1 receive the same email from stream 2?     SolutionIssue ResolutionNo, Engagement Program will still apply the rule of not sending the same email to leads more than once as long as the email ID in stream 2 is the same from stream 1.    

IssueIssue DescriptionNot receiving device authorization email when attempting to login from a new device or from a new location the system.  SolutionIssue ResolutionThe main reason that this can happen is due to a typo in the email address that communication is sent to for your login. If you are not receiving the device authorization email, reach out to Marketo support by emailing support@marketo.com and we can manually authorize your device or location.To prevent this behavior from continuing to take place we recommend you do the following: After you've gained entry into the Marketo instance, we recommend you visit Admin > Users & Roles and confirm that the email address listed is spelled correctly. Validate with your IT team to ensure that Marketo is whitelisted using these IP addresses: Whitelist Marketo IPs

IssueIssue DescriptionCertain fields that are in your Facebook Lead Ad forms are not populating on the lead when it is created in Marketo.     SolutionIssue Resolution 1.) Check the Activity Details of the “Fill Out Facebook Lead Ad” activities to see if there are any unmapped form fields included with the standard Lead Ad data fields. Unmapped form fields will show up with the field name on the left, and value on the right. Note that the other Lead Ad standard fields are not actually on the form. This is because these are default metadata fields created by the integration.     2. )Navigate to Admin > LaunchPoint and update your Facebook Lead Ad service to map that field to a Marketo field, so the data can populate over. Instructions for doing so can be found here: Map Custom Fields to Marketo - Marketo Docs - Product Documentation   Who This Solution Applies ToCustomers with a Facebook Lead Ad integration

IssueIssue Description'Members by Status' Not Shown on Engagement Program Summary - Only 'Members by Stream'     SolutionIssue Resolution The 'Members by Status' section that you can see on the Summary page is replaced by the 'Members by Stream' section in an Engagement Program. You should be able to see how many members have which Status on the Dashboard page. This will also show any additional Statuses that you may have added to the Channel. However, all of this information is available on the Details page for the Engagement Program in Marketo Sky.

IssueInitial MS Dynamics sync gives the error 'is missing prvReadSdkMessageProcessingStep privilege'   EnvironmentMS Dynamics CRM integration SolutionIssue ResolutionThese permissions, found within Security Role, require a Microsoft Dynamics Admin to set and change., Navigate to Settings > System > Security and select Security Roles icon.Click on the Marketo Sync User to bring up the individual access level for each individual entity. For the sync to work the individual privileges are as follows: Under 'Core Records':   Under 'Customisation':   Under 'Custom Entities': Any role with Marketo needs to have all permissions.     More information on Managing Users and Security Roles can be found on the Microsoft Dynamics Site: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/manage-users       Root CauseThe error indicates the Marketo Sync User in Dynamics lacks some of the required permissions fo

IssueIssue DescriptionWhen creating a My Token for a SFDC Campaign, you aren't able to find the name of the SFDC Campaign. You are able to see the SFDC Campaign in the Smart List filter "Member of SFDC Campaign," but there's a red squiggly line under the name when it's selected.     SolutionIssue ResolutionActivate the SFDC Campaign. This will allow the campaign to be selected in My Tokens and will remove the red line underscoring the name in your Smart List   Who This Solution Applies To Customers with an SFDC Integration

IssueIssue DescriptionYou try to merge two records in Marketo and a System Error appears ‘Failed to merge leads [Lead ID]'       SolutionIssue ResolutionOne of the reasons why the merge fails is the leads are part of a different account in SFDC. Even though it looks like they belong to the same account, you need to verify their account ID in SalesForce to see if they match. Another possible reason is due to lack of permissions on SFDC.    

IssueIssue DescriptionCannot access 'Login' field with 'Login in Invite User Dialog' feature enabled, field does not display and therefore cannot be edited.  SolutionIssue ResolutionWhen Universal ID is enabled the "Login In Invite User Dialog" features wont work.  Universal ID functionality overrides this feature.Who This Solution Applies To Universal ID users

IssueIssue DescriptionUnable to limit user access specific to certain programs or assets     SolutionCustomization of user roles for assets (such as landing pages, emails, etc.) or programs is currently unavailable. However, you can control user access by limiting their permissions to specific workspaces, provided that Workspaces are enabled for your Marketo instance. Configure Protocols for Marketo    

IssueIssue DescriptionThe custom object you created in SalesForce isn't showing up in the tree in Salesforce Objects Sync, or isn't showing up at the right level in the tree.  SolutionIssue ResolutionMake sure the Custom object has a lookup or Master-Detail relationship to the Lead, Contact, or Account object. Also ensure that the lookup field is visible to the Marketo Sync User 

IssueIssue Description"${button-link}" appears on the Email Link Performance report in place of the URL the buttons point to.     SolutionIssue Resolution To stop this "${button-link}" from appearing on the reports, edit the text version of the emails to replace the "${button-link}" with the URL the button points to. This occurs because the text version of the email didn't get edited to provide a valid button link. The "${button-link}" value is part of HTML templates and if the setting 'Copy HTML to Text version of email' is checked then those values get copied across. From there, if the text version doesn't get edited or reviewed after that copy over happens, tracked links for "http://${button-link}?mkt_tok=..." will be sent out for those leads that get the text version of the email in place of the URL the button points to. The next question after hearing this solution is often, "If this is just for the text version, who is reading the text version of emails?", and the a

IssueIssue DescriptionHow to enable multiple selections in a picklist/select field in a Marketo form.     SolutionIssue Resolution In the Field Properties, choose Field Type "Select"Edit Values to include your desired picklist options in the fieldCheck the box for "Multiple Selections"

IssueIssue Description Marketo secure tracking links give an insecure connection message when clicked, but this happens only when accessed from an internal corporate network.     SolutionIssue ResolutionIf the error only happens on your corporate network, it is most likely caused by internal DNS routing that is specific to your network configuration. Work with your company's IT department to determine what changes need to be made to your DNS routing to resolve this issue.   Who This Solution Applies To Customers using Marketo Secure Tracking Links

IssueIssue DescriptionSmart Campaigns with email flow steps do not show when they ran on the Marketing Calendar.     SolutionIssue ResolutionSmart Campaigns must be scheduled using the "Run later" selection for one time batches. If the campaign was set using the "Run now" option for a one time batch then there is not a "scheduled" run time to reflect on the Calendar. In order to have Smart Campaigns reflect on the Calendar use the "Run later" option.

IssueIssue Description A Champion/Challenger A/B test contained in a nested program within an Engagement Program stream only sent the Champion email.     SolutionIssue ResolutionPer the Product Documentation Champion/Challenger tests can be used within Nurture Engagement Programs, however, the email asset with the Champion/Challenger test must be within the stream. Having a nested program in the stream with a local email asset with the Champion/Challenger test will not function; only the Champion Variant will be sent, similar to what happens in other batch sends.

IssueIssue DescriptionThe results of the Champion/Challenger test that arrive in an email notification display an unexpected number in the chart for the metric the test is based on.     SolutionIssue ResolutionThe numbers in the chart are percentages. The numbers between the test variants will total to 100(%).

Issue Issue DescriptionYou want to invite one user to your two (or more) Marketo instances.    Solution Issue Resolution All Marketo subscriptions come with the optional Universal ID feature. To setup users with the same "login" in both production and sandbox subscriptions (or Prod and Prod, or Sandbox and Sandbox) we will want to take these steps: 1. Create a new user in the "1st instance" (first is arbitrary, it is whichever instance you want to start with, and if a user already exists in this instance you can jump to step 3) 2. User is created: lets say for example the user "login" is: demouser@adobe.com with "email": user@adobe.com and password: 12345GoodPassword 3. We will then want to go into the second instance and invite a user with the same "login": demouser@adobe.com (you can use a different email or the same) 4. When that user receives the second invite they will want to set their password to be exactly the same as the password in the first