Adobe Marketo Engage Knowledge Base

IssueIssue DescriptionYou have IP login restrictions set up per documentation, but you're logged in via Single Sign-On (SSO) from an IP that isn't whitelisted, or is blacklisted.     SolutionIssue ResolutionMarketo cannot enforce IP login restrictions on users accessing the instance via SSO. The IP Address restrictions are only enforced on users who login via login.marketo.com.    Who This Solution Applies To SSO Users

IssueIssue DescriptionLinks in Interesting Moments viewed in Salesforce Sales Insight section are not clickable. Trying alternative methods of inserting links, such as in <a> tags, still results in being unable to click these links within Salesforce.     SolutionIssue ResolutionThere are no current methods for inserting links into Interesting Moments so the link is clickable within Salesforce record's Sales Insight section.    Who This Solution Applies To Customers using Sales Insight for Salesforce

IssueIssue DescriptionA Smart List using a "Member of Program" or Member of Engagement Program" filter is qualifying people who are not members of the specified program, or not qualifying people who are members of the program.     SolutionIssue ResolutionCheck if you have the filter set to "Member of Program/Engagement Program = true, Program is not [program name]". If this is the case, the logic works a little differently than you may think - what this means is that the person can be a member of any program, as long as it's not the specified program. How you may want to set up the filter would be "Member of Program/Engagement Program = FALSE, Program IS [program name]". That indicates that you want people who are not a member of the specified program.

IssueIssue DescriptionWhen you update fields for the sales owner in SFDC, the information is not updated in Marketo. You are also blocking updates from SFDC for the affected fields.  SolutionIssue ResolutionDue to how the SFDC User object is mapped in Marketo, if a field is blocked from updating from SFDC, this will also prevent Sales Owner info from syncing over. You'll need to remove the "Block Updates From" logic for that field.  

IssueIssue DescriptionMarketo records have opportunity role while they don't have any opportunity  SolutionIssue ResolutionThis can happen because they are separate SFDC objects so it is possible that the opportunity is not visible to the sync user but the OpportunityContactRole is.  To resolve this, log into SFDC as the Marketo sync user and ensure that the opportunity is visible to the sync user. 

IssueIssue DescriptionYou are unable to log into multiple instances at one time so you spend time switching between instances frequently.     SolutionIssue ResolutionChrome profiles can be used to log into multiple instances at the same time on the same computer in different chrome windows. Rather than logging out then logging into additional instances, you can simply switch between windows. Setup: Here is a 1 minute video that walks through the setup process: embed.vidyard.com/share/kpx65nDnwivFuRPyktmJgW?   If you have not logged into google chrome:  Click the main menu in the upper right cornerClick Settings  (or navigate to chrome://settings/)Under the people section click Add personChoose an avatar and give your profile a name If you have already logged into Google Chrome:  Click your profile icon in the upper right corner of google chrome (next to the main menu button)Click Manage PeopleClick Add PersonChoose an avatar and give your

Issue Issue DescriptionUniversal ID is working on some instances but not others. The user gets the login invite but then when they try to sign in, they end up back in another instance without access to the new instance.    Solution Issue ResolutionAll Marketo subscriptions have Universal ID enabled, so this issue may be a difference in password restrictions. If an instance has different password security requirements than the other instances and the password doesn't meet those restrictions, you can end up in this situation.Verify if the password settings match the other instances, and if not, then change the settings and send an invite again. For more information on Password Settings: Change your Password Security Settings - Marketo Docs - Product Docs  

IssueIssue DescriptionGetting 'Communication Failure' error popup repeatedly when doing normal operations within the application.  SolutionIssue Resolution:  - Disable all browser extensions especially any dealing with ad blockers as they seem to be the primary cause of this issue ("Ghostery" is an example of extension known for blocking multiple Marketo operations/ tasks).- Try to repeat same operations after you have cleaned cache and cookies - (If above option does not work) Try to repeat same operations while using a incognito browser window. 

IssueIssue DescriptionYou enabled a field for email CC and it is working for some email CC recipients, but some records on the CC are not receiving the email.  SolutionIssue ResolutionIf any of the CC email addresses are known leads in your Marketo database and marked as unsubscribed they will not receive the email, even if the email is marked as operational. 

IssueIssue DescriptionIn a Smart Campaign Results section, there are activities showing that are not campaign flow steps.     SolutionIssue ResolutionMarketo will display any related activities that were a result of the campaign flow steps in the Results For example, if a campaign syncs a record to the CRM, any associated 'change data value' activities from the sync will be written in the Campaign Results. 

IssueIssue DescriptionThe picklist options are updated in Salefsorce for a field that is syncing with Marketo and is used within a Marketo Form, but the form does not automatically reflect these updates.  SolutionIssue ResolutionWhen field picklist options are updated in Salesforce, the Marketo forms using this field are put in a Draft. This will allow the form draft to be reviewed to ensure the picklist values on the form match what's in Salesforce before being reapproved.  Who This Solution Applies To Clients syncing with Salesforce

IssueIssue DescriptionGoogle is changing production of their robots.txt parser to an open source format and removing support for some widely used but unsupported  code:   In the interest of maintaining a healthy ecosystem and preparing for potential future open source releases, we're retiring all code that handles unsupported and unpublished rules (such as noindex) on September 1, 2019. For those of you who relied on the noindex indexing directive in the robots.txt file, which controls crawling, there are a number of alternative options:   -Link to Blog Post from Google: https://webmasters.googleblog.com/2019/07/a-note-on-unsupported-rules-in-robotstxt.html?m=1     SolutionIssue ResolutionThis should not affect any Marketo Landing pages if the Noindex, NoFollow code has been put in the Robots meta tags as per the documentation: https://developers.marketo.com/blog/block-crawling-and-search-indexing-of-a-marketo-landing-page/ This will only affe

IssueIssue DescriptionWhen a triggered webhook call is unsuccessful there is no automated retry logic.   SolutionIssue ResolutionTo handle different cases of responses, you would need to have an additional Smart Campaign with a "Webhook is Called" trigger with constraints to handle particular responses, including unsuccessful ones.Who This Solution Applies To Webhook Users

IssueThe count for the audience of an Email blast program does not match the total members of the Email Program after it has been executed.     EnvironmentThis issue is applicable to users who have recently run an Email blast program in Marketo. Solution The disparity in numbers occurs because the Audience Smart List is evaluated at the moment you access it. As your records evolve, this number can change after the Email Program is run. In contrast, the number of program members, who are the recipients that were emailed through the program during the scheduled run, is fixed at the point the program is executed. 

IssueIssue Description When trying to approve the Launchpoint connection between Marketo and Webex you receive the following error: FailedWebex API call error: validation: Parsing Error : An invalid XML character (Unicode: 0x1b) was found in the element content of the document.?Line : x? Column : xxx? [Webex exception ID = '999999']   SolutionIssue Resolution This error is being produced by Webex.  To resolve, go into Launchpoint and re-enter the login credentials.If error persists, delete and re-add the Launchpoint service as per documentation: https://docs.marketo.com/display/public/DOCS/Add+WebEx+as+a+LaunchPoint+ServiceWho This Solution Applies To Marketo customers integrated with Webex

IssueIssue DescriptionWhen attempting to edit the rules of a Formula field through the Field Management menu, a system error popup occurs.  SolutionIssue ResolutionThis is most often caused by the presence of a special character (#,+, -, etc.) in the name of the field. These kinds of characters cannot be present in the name of a Formula field. 

IssueIssue DescriptionYou have a record with a "Change Data Value" activity, but that field doesn't have a value on the current record. There's also an anonymous lead merge (which can be identified by looking for a Merge Leads activity and seeing if "Anonymous Source" is True) on the record.  SolutionIssue ResolutionCheck the Change Data Value's "LeadId" field. If this matches the anonymous record's ID (identified from the Merge Leads activity in the "Merge Id" field), then the reason for the value not showing is because upon association of an anonymous lead to a known record, only the activities are merged -- not the values of any fields which may have been recorded as changed. 

Issue: When building 'Program Membership Analysis' reports in RCE, the Program Status is not sorted according to the step values in the Program Channel. For example in the below screenshot: The value of the steps are clearly showing the progression of statuses from start to finish.   However when building a 'Program Membership Analysis' report, it is showing that the order of the status is not correct. 'New Member (Influenced)' should be appearing after 'Subscribed by Form - Non Member.'   Troubleshooting: Make sure that you do not have any other Programs Channels with the same Status, as this will cause issues. There is a deduplication that occurs in the backend which causes an issue when a 'Program Membership Analysis' report is created, if there is more than one Program Channel that has the same Program Status it will deduplicate and the one displayed might be due to the lower step.   Another issue that might happen also due to having more than one occ

IssueIssue DescriptionWhen pulling an Email Performance Report, the click total doesn't match a smart list looking for all clicks of any link in the email. SolutionIssue Resolution One possible reason for this is that in an Email Performance Report, the Unsubscribe link does not count as a click, only as an unsubscribe and will only show in that column. This is because people can unsubscribe via other methods, so they are all included together to give an overall view of your engagement (or disengagement in the case of unsubscribe).

Issue: When selecting multiple values in a string field, it only shows 300 entries in the 'Select...' window. NOTE: This is expected behavior, we have limited the number of records to show to 300.   Workaround: If there is a value that is not in the 'Selected Values' window, you will need to start typing in the 'Select...'field so the autosuggest will start to filter the values, whatever value that is not already selected in the 'Selected Values'window, will show up in the 'Select...' window.

IssueIssue DescriptionYou have sent an email and do not see the List-Unsubscribe headers.  SolutionIssue Resolution Marketo automatically adds the appropriate List-Unsubscribe headers to emails, EXCEPT in three scenarios: 1) The email is marked as operational2) You are sending a test email via the "Send Sample" action3) The email is an alert email In these cases, the List-Unsubscribe header will not be added to the email.

IssueIssue Description\Zoom connector registrants who register directly in Zoom are not being passed to the connected Event Program in Marketo  SolutionIssue Resolution The Zoom integration does allow for registrants that registered directly from Zoom to be passed to Marketo. The following document shows the process of setting the registrant push from Zoom to Marketo. The documentation is showing the setting at the account level, however this also needs to be done at the Webinar level. support.zoom.us/hc/en-us/articles/207267346-Setting-Up-Zoom-for-Marketo

IssueIssue DescriptionYou would like to update My Token values from the Request Trigger Campaigns endpoint, but are unsure of why My Token types can be updated.  SolutionIssue Resolution The following My Token types can be updated from the Request Trigger Campaigns endpoint:DateImageNumberRich TextScoreTextAn example of a JSON body in the POST request may look like:{   "input":      {         "leads" : [            {               "id" : 1            }         ],         "tokens" : [            {               "name": "{{my.DateToken}}",               "value": "10/16/2020"            },            {    &nbs

IssueIssue DescriptionThe Acquisition Date field is semi-system managed, but how is it updated and can this be overridden? SolutionIssue Resolution The Acquisition Date field is automatically populated the first time an Acquisition Program is set for a record. You can also update this manually on the person record or with a flow step at a later time if you need to.

SummaryWhen submitting a file for bulk import via the REST API, the uploads appears to stall with no response. IssueOccasionally Bulk Import API calls will "hang" or "stall" never returning a response. This may appear to be a blank or missing response when the API is actually still waiting for the end of the file to be transferred. SolutionYou can add the following header: 'Transfer-Encoding: chunked' to your API calls and it will fix this issue. Please note that adding this header on the client side will cause cURL to send data in chunks. For more information on chunked file transfer, see Wikipedia: Chunked Transfer Encoding EnvironmentREST API Bulk Import