Adobe Marketo Engage Knowledge Base

IssueAfter going through a modification of a text field type from 'Text' to 'String', the field is no longer available as a filter for smartlists. Don't worry, the field is not gone - it is just temporarly unavailable. SolutionChanging the field type from one type to another is a database intensive operation and in some cases where the field values are widely populated across your database records, this can cause the filter to be unavailable until the operation is completed in full. The time it takes for the field filter to become available may vary and it can take up to ~30 hours sometimes until the field filter is available again after the type of the field has been changed. 

Applies to: Email Performance Report, Email Link Performance Report, Engagement Stream Performance Report, Landing Page Performance Report, Program Performance Report, Sales Insight Performance ReportWhen you create a report in the Analytics area, by default the report will only show reporting for the current workspace.Once the report is created, under the Setup tab, you can add filters to filter by asset. For example, Filter Assets in an Email Report. If you filter for the workspace, it will show reporting for all assets in the workspace, similar to the default view without a filter:To add reporting across all workspaces, use Enable Global Reporting in the report settings within the Setup tab.Note: Global Reporting is only available in your instance's default workspace.

IssueAfter declaring a champion for your Champion/Challenger test, you notice that the test (ex: "Whole Emails" test) in the Marketing Activities asset tree under your Email Asset is missing.  Root CauseWhen you declare a champion, you select a Declare Date. Once this date/time is reached, only the new champion will be sent. After the test is over, it is expected behavior that the test (ex: "Whole Emails" test) will no longer be shown in the tree. This is because the test is no longer active. If you would like to retain your test data, it is recommended that you save this outside of Marketo.

IssueYou are seeing a discrepancy in email activities (Sent, Delivered, Open, etc.) when comparing the RCE Email Analysis report and Email Performance Report, when looking at the same email and date range.  Root CauseHere are some of the most common reasons for a discrepancy between the RCE and Email Performance Report (EPR): Deleted/Merged Leads: If you have leads that received emails and then were deleted or merged in Marketo, their individual email activities will be included in EPR. RCE will not count deleted or loser leads from a mergeRe-sent Emails: If you re-send the same email to the same lead using the same smart campaign, EPR will only show the 1st send occurrence. RCE will show all email activities for a lead.Delivered & Soft Bounce: There are situations where a lead will log a Delivered activity and then shortly after, a Soft Bounce activity. In these situations, EPR will show this lead as a Soft Bounce count, whereas RCE will show this lead as a Delivered count.

On September 30th, 2021 we sunset our Sales Navigator integration with Adobe Marketo Engage Sales Connect. When we first built this integration, we aimed to deliver key insights to sellers that allowed them to identify the right customers to engage with. This continues to be our goal as we invest in Marketo Engage Sales Connect and deliver future innovations to drive value to both our marketing and sales users. The sunset is in part due to the planned deprecation of LinkedIn’s Company and Profile API’s which we currently use to support the integration. LinkedIn has decided to no longer support these API’s and has not provided any replacement. There will be no action required on your part and you can expect to see the tab removed in September 2021. Kind regards,  Adobe 

Issue How to subscribe to Marketo service interruption and outage notices.       Solution Issue Resolution   Follow the instructions RE: Subscribe to Status page notifications for the latest information on service issues, degradations, or disruptions that may be impacting your Adobe Marketo Engage subscription.   

IssueAn email was expected to sent out on a specific cast of Nurture Program but a specific lead or couple of records did not receive it.  EnvironmentMarketo>Engagement Program SolutionThere are a number of steps to begin troubleshooting this query and here is a flowchart how to proceed.1). Check if engagement program is turned on from its setup up. Also check if at the time of email cast, the program status was on (this can be checked from Admin>Audit Trial)2). Check if the email asset which was expected to send was present in the Nurture Stream at the time of cast. Also check if that email asset was activated (having green arrow). Both of these can be checked from Audit trail where you will find the log of "Add Email" and "Activate Email" along with its date/time.3). Check if the lead is present in that specific stream using the smart list filter "Member of Engagement Program > Stream = <required stream>"4). In the same smart list, use filter of "Engagement Prog

IssueExecuting a GET API call to retrieve a list of available activity types in the target instance using the '/rest/v1/activities/types.json' endpoint, resolves with an unexpected attribute name for a field with the display name ID in the context of Marketo Custom Objects.An example of that may be a Marketo Custom Object with the following name: '3 to be', as can be shown in the image below:One of the '3 to be' Marketo custom object fields name is 'ID'. (highlighted in red).When performing a GET API call using the '/rest/v1/activities/types.json' endpoint, you will be getting a list of available activity types in the target instance, along with associated metadata of each type, however for a Marketo custom object with an ID field name, you may see it returns back with a slightly different name, in this case, it would be returning the following output for my test Marketo Custom Object activity: { "id": 100019, "name": "Add to 3 to be",

IssueWhen comparing the Engagement Score on the Engagement Dashboard, the scores do not match with the Email Insight Engagement Scores. EnvironmentEngagement ProgramEmail Insight SolutionThe Engagement Score from the Engagement Dashbaord will hold the most accurate information as this is direct information, rather than for example with RCA/RCE and Email insights where the data source is different.If you want to see Engagement Score over a period of time more accurately, use the Engagement Stream performance report: Engagement Stream Performance Report | Adobe Marketo Root CauseThe Engagement Score on the Engagement Dashbaord only calculates the last 3 casest, it is also important to remember that the engagement score only includes emails that were cast more than 72 hours ago. As per this documentation: The Engagement Dashboard | Adobe MarketoIn comparison, the Email Insight Engagement Score is calculated over a period of time that is set by the user but the data can still

IssueClicking a tracked link in an email either leads to a 404 page or the fallback page. EnvironmentTracked linksTokensSpecific Characters: "#", "$", unbalanced brackets "{" or "}" SolutionDo not use the following characters "#", "$", unbalanced brackets "{" or "}" in a link that is tracked when using a token as well.This is a article attached imageFor example: google.com/ebook-download.html?ebook={{lead.ebook}}#This will not work and will either direct to a 404 page or redirect to fallback page.When hovering over the link you will see that it is not a normal tokenized link, it will contain something along the lines of: $mktEncrypt.encrypt($mkturl2)/<random characters> Root CauseWhen using tokens in the url of a tracked link, the email is processed and the tokens are substituted and populated with the correct information. The engine that assembles this information have some characters reserved for use such as #.

IssueThe format of the landing page is distorted in comparison to the version displayed in the landing page preview.  EnvironmentSSL CertificatesLanding Page DomainLanding Page format is different from previewLanding Page contain unsecure contentLanding page template has http instead of https  SolutionEnsure all the links used in HTML code used in the landing page template is referencing "HTTPS" and not "HTTP". You can follow the steps outlined in the document below on how to edit landing page template. Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/edit-a-marketo-landing-page-template.html**NOTE: If the landing pages is approved, a draft version of the landing page is created for any landing pages which is using the landing page template. You can mass approve those landing pages via following steps outlined in the document below.Link: https://experienceleague.adobe.com

IssueWhen changing Program Status in Admin > Tags > Channel for "Event" result in this error, "Failed: no more information".  EnvironmentChanging Program Status Failed: no more information Solution"System mapping for Registered, Waitlisted, and Attended statuses is required." Therefore, ensure the status is mapped to Registered, Waitlisted, and Attended.  Root CauseOne or more of these statuses "Registered, Waitlisted, and/or Attended" were not mapped as required. 

IssueEmails cannot be delivered from the Marketo instance and the following Soft Bounce code was recorded in the record's activity log.554 5.4.7 [internal] (last transfail: 435 5.7.8 Authentication credentials invalid) EnvironmentDedicated IP AddressSMTP Relay credential invalidSoft Bounce Code: 554 5.4.7 [internal] (last transfail: 435 5.7.8 Authentication credentials invalid)Cannot send emailEmail Delivered not recorded in activity log SolutionProvide Marketo Support with the updated credentials so Support can create an internal request to get the update the credentials on Marketo's end. The process can take up to three (3) business days to complete. Note: Avoid using special characters in the password such as quotation mark (") as it can alter the configuration.   Root CauseThe credentials for the SMTP Relay has been changed and no longer match what is stored in Marketo. In most cases it is the password as it need to be change on an annual basis.

IssueWhen editing the expiration date for a user in Admin by completely removing the expiration date set to null and clicking save. The change is not saved, and the expiration date remain. EnvironmentExpired Date for userExpiration DateChanging the expire date to never in Admin  SolutionThere are two options:1. Change the expiration date to a date in the future. 2. Delete the user in Admin and recreate the user again and set the expiration to never. *Please note that if option 2 is selected, the history of the user is will be lost and this cannot be retrieved. Root CauseThis is a design limitation as it is expected for the user with an expiration date to be deleted from the Marketo Instance after the expiration date has been reached. 

IssueForm in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format EnvironmentMarketo forms and common web browsers such as Chrome, Opera, Firefox. Root CauseThis behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser 

What is a Blocklist? Can I Still Send My Emails, or Are You Blocking Me from Sending? What Is a Spamtrap and Why Do They Matter? Can You Give Me the Spam Trap Address That Triggered the Blocklist So I Can Remove It from My Database? Can You Give Me More Information regarding the Blocklist Issue? What Is the Quarantined IP Range? I Sent This Email Campaign a While Ago. Why Am I Only Getting Notification of the Blocklist Issue Now, and Am I Still Blocklisted? The Blocklist Notification Went to the Wrong Email Address. Why Was It Sent to That Address? Which blocklists should I be concerned about? - Top Blocklists – What You Need to Know How do blocklist issues get resolved? What steps do I need to take to resolve the blocklist issue? - Blocklist Remediation 

IssueWhen working on an event program, Marketo Engage users are unable to select a webinar provider in the event partner selection. EnvironmentEvent program Webinar provider (ON24, Zoom, Cvent) SolutionThe members need to be removed before setting up the event partner.You can remove members from a program by changing their status to "Not in Program". Root CauseMarketo does not allow selecting an event partner in a Marketo event program with members.

IssueThe issue appears when a custom view is created in MSI that contains dependant fields.The error message:  "The dependent picklist '<dependant field name>' requires its controlling field '<parent field>' to be present on the page." will be displayed when you are trying to add the dependant field.For example:  "The dependent picklist 'Sub-Classification' requires its controlling field 'Classification' to be present on the page." EnvironmentSalesforceMSI SolutionNeed to omit the dependant field in the custom view. Root CauseWe curently do not support creating a view in SFDC MSI with a dependant field.

IssueYou may be wondering if it is possible to edit or rename your custom fields in Marketo.  SolutionYes, editing or renaming your custom fields in Marketo is possible.You can do so by navigating to "Admin" > "Field Management" > Click on the field on the right-hand side field list > click on the name of the field in the centre canvas (UI) then edit.Your fields would need to be unused by any asset in order for you to edit/rename them.

IssueWhen looking at Email Insight it is only showing the first email activity (Send, Delivered, Click or Open), even though the email has been sent several times in the past few days/weeks/months. EnvironmentEmail Insight SolutionUse different Smart Campaign to send the email if you want to track statistics of the email. Root CauseEmail insights will only track the first email activity associated with the email if using the same campaign. this is the same as Email Performance report in terms of this note.Multiple sends from the same campaign to the same person are counted only once.

IssueThe Source Campaign field in Microsoft Dynamics is not getting updated when the field is updated in Marketo.The sync from Microsoft Dynamics to Marketo will be working fine. EnvironmentNative integration with Microsoft DynamicsCampaign Sync not Enabled SolutionTo sync Campaign Source from Marketo to Dynamics, the option 'Campaign Sync' needs to be enabled as per this documentation: Enable Campaign Sync | Adobe Marketo Root CauseIf the Campaign Sync is not enabled we will not be syncing over the value of the field to Microsoft Dynamics as it is part of the Campaign Sync.

IssueLead conversion/qualification through workflows in Microsoft Dynamics CRM resulting to duplicates (i.e. Lead and Contact) in Marketo EnvironmentMicrosoft Dynamics CRMLead conversionSync SolutionWhile lead qualification through workflows is currently not supported, one approach that we saw implemented by a customer that did not result in duplicates is by redeveloping the lead qualification workflow using the msdyncrmWorkflowTools (1.0.54.0): QualifyLead step.Dynamics-365-Workflow-Tools/Qualify Lead.md at master · demianrasko/Dynamics-365-Workflow-ToolsThis was verified to result in no duplicates as the workflow writes the "Create [Qualify Lead]' operation type to the Marketo Log which is like the standard qualify button. Should there be any further assistance needed in developing the lead conversion workflow, it's recommended to engage with our Professional Services / Consulting team Root CauseMarketo's integration with Microsoft Dynamics CRM currently does not support custom q

SummaryYou have set up a campaign or campaigns in the Email Deliverability Tool (250ok), but there is no engagement metric showing Total opens and Unique opens, which should be available in the ‘Engagement Overview’ in the Email Deliverability tool. You would need to ensure that you have configured the necessary setup for the tracking to work in the Email Deliverability tool. IssueCampaigns created in the Email Deliverability tool (250ok) doesn’t show any engagement overview metric such as total opens and unique opens. EnvironmentEmail Deliverability tool (Production/Sandbox) SolutionYou would need to implement the necessary setup for the metric to show in the Engagement Overview in the Email Deliverability tool (250ok)   Follow the steps below to ensure you have configured the setup for campaign tracking.  1. Ensure your DNS CNAME is configured. (All that is required is creating a CNAME DNS entry on this domain that points to 250analytics.com)  For more i

IssueWhen searching or grouping a list of leads based on email address filter ‘Contains’ @ sign, you may encountered the different numbers in the ‘People’ tab (result). EnvironmentThis behaviour is specific to the email filter as it uses two main indexes; we’ll call them Index 1 and Index 2 when using the contains/not contains operator. Index 1 searches for the entire email address value from beginning to end. This Index is used when the @ character is not included in the list of values.Index 2 searches only for the domain half of the address, which comes after the @ symbol. This Index is used when the @ character is included in the list of values. SolutionA suggestion is to create a smart list with two Email Address filters wherein you will have all the ones that do not have the '@' symbol, and for the other, you will include the '@' symbol for the email address and use the logic as 'Any'. That would give you the preferred number of leads in your smart list. Root CauseMarketo

IssuePer our developer page: https://developers.marketo.com/rest-api/assets/programs/#update, it is possible to update tags on your existing programWhen updating a program tag within an existing program, you may encounter an error below given the tag and its values are correct.  {"code": "709","message": "Required tags are mandatory"}]} EnvironmentAny API clients when performing the Web Service API SolutionThe workaround is to have the tag updated via the UI. Root Cause"Updating tags is a destructive operation."Any attempt to update the tags of a program must include valid values for all of the required tags for a program.Unless the 'specific' tag type you are working on is the only required tag type in the instance, then that is possible to update it using the API. Otherwise, you'll encounter the error above as it is a system behaviour.