Product Communities

IssueAfter clicking on a link within a sent email, link gets a 404 redirect error instead of going to the expected landing page. However when clicking to that link within the Marketo Email Editor it goes to the expected landing page without error.  SolutionThis happens when the tracking link domain name is pointing to the wrong Canonical Name (CNAME).  The reason it works in the previewer is that the previewer does not use tracking links. Run a CNAME lookup on a tool like mxtoolbox.com.Take note of the Canonical NameDouble check that it is the same as the "Tracking Link" found under Admin/Email/Tracking Link. If the CNAMES are not the same you will need to work with your IT team to modify them. Once this has been modified and propagates through the web (24 hours or so) tracking links should work.

IssueMarketo forms that are embedded on external web pages see loading errors. Examples of this could be that the fields load with delay, or once submitted the form lags before moving to a follow up page.     SolutionTwo things to check: Is there custom CSS in your form?Is the embed code on your form customized?   Isolate the cause You can isolate the root of the lag by testing your form on a Marketo Landing Page   1. Locate the embedded form with in your instance 2. Build a landing page to test the form: Landing Page with a Form 3. Place your form on the new testing landing page, approve the page and close it. 4. Load the Landing Page using the URL   If the form loads with no delay, the issue lies with the embed code used to push the form onto the external page. Please work with your custom developer to find a resolution.   If the form is loading with a delay (and there is custom CSS):   1. Clone your form 2. Remove any custom CSS

IssueWebinar attendance still has not updated 24 hours after webinar was completed. SolutionSometimes Webinar providers can fail to update attendance to Marketo. To refresh the attendance information do the following:  Open the Webinar ProgramGo to Event Actions -> Refresh from webinar provider If this does not resolve the issue, please contact Support.

IssueClicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email. SolutionThis can occur if there are no editable sections in the email asset. By default, Marketo automatically copies the text content of any Rich Text element that’s in your email over to the Text version.Marketo defines a Rich Text element inside of an email template as a section using either mktEditable or mktoText classes. If the email's HTML does not contain either class, then no content would automatically be copied over. Here is additional documentation related to Email Text Versions: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.

IssueWhen approving emails, the system shows the following error: "Note: detected the following lines in text version that are longer than 1000 characters: Line 6 and they are not fixed. The email is now approved".     SolutionThis error is an indicator that there is a large line of text in the text-only version of the email that is over 1000 characters. This occurs when there are long links in the email which will not publish correctly in the text version of it. But still the email will be approved and can be sent. Check for excessively long links in the text version of the email and simplify them if possible. You can test it by sending a text version of the email to yourself, or by checking the Text Only version in the Email Editor.    

IssueDepending on the marketing strategy, Google AdWords can be a significant portion of the marketing mix.  With any significant expense, your marketing team will be asked to display a return on investment.  Additionally, to help manage the spend, marketers want to compare keyword and ad display with success metrics and revenue results.     SolutionKeyword Capture Program - Setup Process The Marketo - Google AdWords integration provides deep insights into revenue generated by keyword and can help marketing teams get a much more granular view of revenue results than they would otherwise have without Marketo. Google AdWords spend can be tracked as its own Program Channel and leveraged within the Program Analyzer to make detailed assessments of performance. It provides very granular insight into performance through multiple dimensions and unique reports. Initial setup of Keyword tracking programs is straight-forward and simple to duplicate for each new Keywor

IssueHow "And/Or" logic is applied to constraints in Smart List filters and triggers.       SolutionIn Smart List filters, additional constraints act as "and" logic.   Example: Was Sent: [this email asset] between this date range min number of times: 2   will function as Was Sent: [this email asset] -and- between this date range -and- min number of times: 2   When you have multiple values inside a single constraint, that is "or" logic. Was Sent: [this email asset OR that email asset] There is not a way to change the logic of constraints, so if you wish to have some sort of 'Or' between constraints then you would have to use multiple filters with 'OR logic between them.    

IssueA particular Smart List does not appear in drop-down of report custom column options when the Smart List is in Marketing Activities.   SolutionCustom columns can only be pulled from Smart Lists in the Lead Database. Clone your Smart List from Marketing Activities to Lead Database in order to use it in a report.   

IssueValues in a form field are not showing in the preview or live form even though the value is in the picklist for the field. Visibibility rules for the field are enabled. SolutionThe value is not in the picklist in the field visibility rules. To fix this do the following:   1.Select the field in question in the form editor 2.Click "enabled" In the right pane, where it says Visibility Rules, 3. Add the missing value to the picklist 4.Hit Save        

IssueToutApp admin needs to add or remove users from a subscription SolutionIssue Resolution 1. Log into Toutapp.com2. Click "Settings" located under the gear drop down menu in the top right hand corner 3. Click Team Management under "Admin Settings" in the left tree 4. Add/remove users as desired     Who This Solution Applies To ToutApp Admins    

IssueThe "Make Dynamic" button does not appear in the drop down gear menu when an image is clicked in the email editor. Solution1.Click the image in the editor twice 2.Click the gear Menu next to the image 3.In the menu "Make Dynamic" should appear. This is occurring because the image is located inside of another element such as a <div> which is being used as a module. The first time the image is clicked, the module is being selected, so the Make dynamic option does not appear. The second time the image is clicked, the image within the module is selected so the Make dynamic option can be selected.        

IssueYou are pulling the folder ID from the UI, but it is not working in your API calls.  SolutionRetrieve the Folder ID from an API query call (GET Folder byName), and use the ID given from that call to make additional calls.   

IssueYou have scheduled programs in your default program, but when you switch to schedule view, the calendar appears empty.     SolutionClick the "Overlay" button in the lower right hand corner to toggle the overlay on and off. With the overlay on, you will see your scheduled programs, which will not be visible with overlay toggled off.  

  Ready to secure your Marketo landing pages? Whether you’re securing your pages for the first time or adding additional CNAMEs to your already secured instance, you’re in the right place!   NOTES: As of late 2019, ALL subscriptions now include a base Secured Domains offering - this covers your first landing page domain and first tracking link domain. Additional domains may be purchased a la carte. Secured Domains includes the necessary SSL certificates; therefore, Marketo no longer accepts customer-provided certificates, unless they are EV type. These certificates auto-renew annually, eliminating the risk of expiration and hassle of having to renew them yourself. Please contact your Marketo Customer Success Manager for more information or to purchase additional domains.   To get started, please choose one of the options below:   Setting Up Secured Domains for Marketo Landing Pages - FIRST TIME SETUP Setting Up Secured Domains for Marketo Land

IssueChoices are skipped in flow steps on campaigns triggered by new person creation when they are based on system managed fields such as Inferred State Region.. SolutionInferred Fields and other system managed fields my take a while to populate.  When this happens, they won't have the necessary values at the moment the campaign is triggered. To resolve this, add a small wait step as the first step of the flow for trigger campaigns. This wait step allows the system to populate these fields and index them appropriately so they can be used as criteria in flow steps that have decisions in them.    

IssueUsers for your Marketo instance are unable to log into the instance. SolutionCheck your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        

IssueYou would like to reposition the submit button for your Marketo form SolutionWhen editing a Marketo Form, the initial section with the fields displayed will have the submit button at the bottom. You are able to click and drag the button to reposition where you wish the button to be.    

IssueYou would like an links in an email to be tracked, but need to eliminate the tracking URL parameter on the tracked links. SolutionIn the Email Editor, you can uncheck "include mkt_tok" in the Edit Link box.Adding a class "mktNoTok" to any Anchor Tag will allow you to keep the Link Tracking, but disable the Tracking Token Parameter from the URL. You may also edit the Head of the email HTML to make large sections with this class.    

IssueYour scheduled send with 'Send Recipient Time Zone' sent early.     SolutionWhen 'Send in Recipient Time Zone' is enabled for a send, our system will start the construction of the emails for the program based on the earliest send time. The remaining emails will be held by our server until the designated time for the intended recipient based on their time zone. This will cause the Send Email activity to be recorded according the time that the email was handed off to the Mail Assembly Server for construction. For the emails that are being held until the appropriate time for the send, our reporting will mark them as Pending until they are either delivered or bounced by the recipient email server.    

IssueYou created lists in SFDC and Marketo with identical filters/constraints for a field on the Opportunity Object, but the Marketo list is returning many more leads than the SFDC list. SolutionThe issue is due to Marketo field string values not being case-sensitive. Salesforce is case-sensitive, and will generate Opportunity IDs with the same letters, but with different capitalization arrangement. For example:   In SFDC: "0060y000016PzXw" is a different Opportunity ID than "0060y000016PZxW"In Marketo, these two IDs are considered identical. As a result, Marketo will return leads that are not showing up on the Salesforce list. Adding the varied-case ID to the SFDC list filters will return the extra leads from Marketo.       Smart List filters are not case-sensitive in Marketo, and will qualify leads with matching field values, regardless of letter case. One work-around option would be to use a 'Company Name' filter (or other known value) to further limit th

IssueIssue DescriptionYou may see this warning message on your website, "The SSL certificate used to load resources from munchkin.marketo.net will be distrusted in M70. Once distrusted, users will be prevented from loading these resources. See g.co/chrome/symantecpkicerts for more information.     SolutionIssue ResolutionMarketo's security and operations team are aware of the plans for Chrome to distrust Symantec issued certificates and we are working on the replacement project before this happens.

IssueYou are experiencing slow processing of campaigns, smart lists, and reports.     SolutionThere are three key components that can slow down an instance: Number of trigger campaigns: Trigger campaigns are always on, always listening.  If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers.Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.   Complexity of smart lists: The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish,

IssueAn Event Program in Marketo connected with ReadyTalk has some members with the status of "Registration Error" and a Status Reason of "Error registering with webinar provider. exception='Ready Talk API call error: ERROR -> HTTP Code ='403". The LaunchPoint connection in the Admin area may also show this error.  SolutionThis error is an API call that Marketo is getting back from ReadyTalk, and will apply to the individual record that encounters the error but doesn't impact subsequent records that are attempted to be synced. Additionally the LaunchPoint page displays the status of last API call and, if it failed, it displays that information there, but the error will go away when subsequent registrations are successful.This error can be caused by any of the following: Meeting is in a closed state - this can occur when either people try to register after the event is complete, or the date and time of the meeting is changed in ReadyTalk without using the "Refresh from Webinar

IssueYou want to see how many (and maybe which) records have been sent a specific piece of content by a nurture stream. SolutionIn the Streams tab of your Engagement Program, change your view from "Content" to "People". You will see numbers below each piece of content indicating how many were last cast this piece of content and how many have been cast it total. Click on one of these numbers to see the specific records which constitute that total. Please note that the last cast is not necessarily the most recent cast of the Engagement Program, it is the last time that piece of content was sent by a cast.  The "Last Cast" of the first piece of content may be from three weeks ago, while the last cast of the third piece of content may be from this week.

IssueYou want to use a non-standard character as a value (or part of a value) in an API call (e.g. é), but when you put it in, the call does not work (either failing with an error or not posting the expected character).     SolutionEncode the extended characters using ASCII URL encoding for UTF-8. There are sites that will perform this encoding for you, here is one: w3schools.com/tags/ref_urlencode.asp. For example: making this call, " <munchkinid>.mktorest.com/rest/asset/v1/folder/{folder id}/tokens.json?access_token=<accesstoken>&name=TestName&value=Hello+%C3%A9marketo&type=text&folderType=Folder " will create a token called "TestName" with a value of "Hello émarketo"