Product Communities

IssueA lead qualified for a Smart Campaign even though they do not meet the Smart Campaign filter requirements. SolutionAt the time the campaign ran, the Smart List was configured differently, which made the lead qualify at that time. The Smart List of the campaign was then changed after the campaign ran. Users with admin permission can check this using the Audit trail https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail

IssueYou receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. SolutionMarketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from  https://www.copypastecharacter.com/symbols, cop

IssueLead didn’t fill out the unsubscribe form but the unsubscribed reason states that “Customer complaint received from ISP”   SolutionThere is an arrangement between an email sender and an Internet Service Providers (ISPs) called a feedback loop. When the lead marks your email as spam, this loop allows the email sender to notify the email sender (Marketo) that they have marked it as spam. Marketo automatically changes the value of the field “unsubscribed” to “True” and the unsubscribed cause as "Customer complaint received from ISP" for the lead. You can learn more about feedback loops in the below document. Feedback Loops (FBL)  

IssueA person record in Marketo is getting created by the CRM sync even though there is a previously existing record existing in the Marketo database with the same email address. SolutionBy design, Marketo does not run the standard de-duplication process on records that come from your CRM. If you wish to prevent duplicates from coming over from your CRM, you would need to hide them from the Marketo sync user on the CRM side, or work with Marketo support to set up a custom sync filter. Instructions for Creating a Custom Sync Rule  

IssueYou sign up for ToutApp and receive a notice that your account is under review or your account is not verified. SolutionIf you sign up for ToutApp using a generic email address such as Gmail, Yahoo, Hotmail, Outlook or other email providers your account may require verification by Marketo Support. Please contact Marketo Support with the following information. Company Name:Business Address: URL(s) of your primary Web site(s): What is your average weekly and/or monthly email volume?Do you purchase, or have you ever purchased lists of leads? If yes, which providers have you used and when was your last purchase?    

IssueWhat happens when you enable "Send all Tout emails in my team through this server connection" within the SMTP Server settings on ToutApp.com. SolutionWhen you select "Send all Tout emails in my team through this server connection" within the Tout admin panel, this will provide the option to all standard users to either choose to use the ToutApp Email Servers or your company's own Email servers. If you decide to share the SMTP Settings with the team, t is recommended that you have your IT team setup a dedicated STMP/Email account to use as the Custom SMTP Credentials. Note: Each user can choose to either use the Tout servers or the configured & shared SMTP server. It is not applied automatically to all users.

IssueWhen sending an email through the ToutApp Panel within Salesforce, what email server is used? SolutionThe Salesforce plugin will utilize the settings for your ToutApp.com sends. In ToutApp.com you can choose to send via the ToutApp Servers or via your company's outgoing email server.

IssueYou try to merge two records in Marketo, one SFDC Lead and one SFDC Contact, and the merge fails.     SolutionWhen you are trying to merge a Ccontact record with a Lead record and the Lead record is losing record, Salesforce will try to convert that Lead record to Contact and merge both records in SFDC and Marketo. If the Marketo Sync User in Salesforce does not have permission to convert the SFDC Lead to a Contact, the merge will fail in Salesforce and in Marketo. To see if this is the problem, log into SFDC using the Marketo Sync User credentials and try to merge the records in SFDC. If you cannot merge the records while logged in as the Sync User this means that the Sync User does not have permissions in SFDC to covert a Lead to a Contact. To resolve this ask your Salesforce Admin to change the permissions on the Marketo Sync User to allow it to convert leads.

IssueYou see that a lead has an unusually high amount of Clicked Link activity for a particular email after delivery.     SolutionThere can be a couple reasons for this.  If you see that all links in the email are being clicked immediately upon delivery, it is likely that the lead's email security software is link-testing to guard against phishing or malicious links.  However, if you see an unusually large number of link clicks over the course of a day or two, it may be that the lead forwarded the email to other people who clicked on the links.  Since the tracking links are specific to the lead who was sent the original email, if the email is forwarded to other people, their clicks will be recorded under the initial lead's activity history. Marketo does not have a way to confirm this is the case, but if you open the Click Link activities in the leads Activity Log and look at the details, you may see the User Agent (which indicates the operating system and cl

IssueYou are seeing updates in Microsoft Dynamics to a field named Birthmark but do not see the field in your Marketo instance.     SolutionThe Birthmark field indicates whether the lead was created in Marketo or MS Dynamics.  If the Birthmark field is blank, the lead would be a CRM-created record.   If the Birthmark field contains the value 'mkto', then the record was created in Marketo.      

IssueAdmin > Sales Insight > Licensed Seats displays the number of seats used in the last 30 days.  How is this calculated?     SolutionThe number of seats used is calculated by the number of unique SFDC users that have loaded either the Sales Insight panel on a Lead/Contact/Account/Opportunity page layout or accessed the Marketo tab in the past 30 days.   Who This Solution Applies To Customers with Sales Insight for Salesforce    

IssueCampaign has a "Visits Web Page" trigger and a wait step in the flow.  Leads are showing as being in the wait step, but are not shown in the Campaign Members tab     SolutionThe leads do not show up in the Campaign Members list because they are anonymous. Anonymous leads can trigger "Visits Web Page" but do not show in the campaign membership.  They can go through the flow, including going into wait steps. To prevent this, add the filter "Email Address is not empty" to the Smart List for your campaign.  This will prevent anonymous leads from being pulled into the flow.

IssueAfter moving an asset to a new folder, you are unable to see the asset in the tree, or see duplicates of the asset in both the new and old location. Occasionally, this may occur even when you have not recently moved the asset. SolutionSometimes when an asset is moved from one folder to another, it may not display correctly in the navigation tree.  This is generally due to a caching issue.  Try refreshing the browser or logging out of your Marketo instance, then logging back in.  If this does not clear the issue, contact Marketo support to have us clear the tree cache for your instance.

IssueLeads that qualify for a Smart Campaign run through the flow with a Change Data Value flow step, but some leads don't have a data value changed, while other flow steps still apply. It seems that those leads have just skipped the Change Data Value step and went right on to the next flow step.             SolutionIf the new value for the Change Data Value is exactly the same as the current value in the lead record, Marketo will skip that flow step. There won't be an activity entry in the activity log or results tab because the action did not actually happen.  Example Say you had a field called Favorite Sport and a lead that already has the value of "Football" in that field on their record.   The flow step is Change Data Value: Attribute: Favorite Sport New Value: Football   In this example, a lead will run that through flow step, but since the value did not change Marketo will just move on to the next flow step. &nbsp

IssueLinks placed into emails by a token are not being tracked and do not show successful click activity in the lead/person record.     SolutionWhen Marketo sends emails, you can think of building the email in 2 steps: Marketo searches the email code for "http" or "https" and wraps the tracking code around the URLMarketo inserts the values of {{tokens}} into the email.   If the {{token}} value is www.domain.com, that would be expected to not track because of the above 2 steps. After the {{token}} value is inserted, Marketo does not go back to wrap tracking code around http/https. The {{token}} doesn't look like a URL when the system applies the tracking code because the tokens don't pull the values in until the next step after. The solution to tracking tokens is to place or on the outside of the token, like such: {{token}} That way, when Marketo builds the email, in step #1, the system recognizes the http and knows it's a URL. Then the tracking is wrappe

IssueYou created a Smart List, but did not define the filters (example: "Member of Smart List" with no Smart List named) and are wondering if this will cause no leads to show up in the results.     SolutionIf you create a Smart List and you do not define any filters, this will cause all leads in your database or leads visible in the partition and workspace to appear in your results. This can create problem if you have nested Smart Lists. For example, if you have a Smart List with the filter "Member of Smart List = Lead not in" with Smart List A selected, and Smart List A has no filter, this logic will cause you exclude all leads in your database.    

IssueYou receive a Marketo email and an email address in the text is blue and underlined, which does not match your desired styling for the email. SolutionWhen an email address is simply included in the email text, the email client's default behavior may automatically convert it to a link with blue text and an underline. In order to override this default email client behavior, use the following HTML: <a href="mailto:[email address]" style="[custom styling]">[email address]</a> When the email address link is inside the anchor tag <a>, the email client will not override this custom styling that you wish to use.   This can be used for tokens as well: <a href="mailto:{{lead.Email Address}}" style="[custom styling]">{{lead.Email Address}}</a>    

IssueYou want to change the description of an email template after the template has been created.   SolutionTo update the email template description, follow these steps: Go to Design Studio > Emails > Templates.Click the name of the template.Hover your mouse cursor over the name of the template.When a pencil appears beside it, click the name of the template to change it to an editable field.Write in the desired name of the template.Click the Save button.

IssueYou are unable to archive or delete an asset in Marketo. When you try to do so, you get an error: "The following assets are in use or used by other assets."     SolutionTo archive or delete the asset, you will need to determine where it is being used. Click the Used By tab for the asset you are trying to delete and see what other assets reference it in some way. For instance, aSmart Campaign may be using it in the Smart List or the Flow Steps, or a report might have it in the Smart List. Once you find where your asset is being used, you can go and remove references to it from the other assets. This should allow you to delete or archive it.

IssueAfter an email send, the number of emails sent is much lower than the number of people that qualified for the email.     SolutionIssue ResolutionOne possible reason you are seeing a different number of emails sent versus the number of people that qualified for that is email is because of communication limits. If a person qualifies for an email, Marketo will try to send it. However, if a lead has already reached their daily or weekly communication limit, Marketo will not send the email (with the exemption of operational emails).   To check to see if a lead did not get an email due to communication limits, follow the steps at Email Program Fails to Send Emails.

IssueEmail asset does not show which template it was built on and shows the word "none" instead of the name of the template that was used to create that asset. SolutionAny edit directly to the HTML code of an email will break the connection between the email and the template. Changes made to the template will no longer flow down to the email. After making those change you will see a template name of None instead of the name of a template. When editing the HTML in the email, you will see this warning message:

IssueHow do you delete the data in Marketo Custom Object records, or in specific fields on the custom object if the the custom objects have already been created and approved? SolutionMarketo Custom Objects are not accessible via the User-Interface. API calls must be utilized in order to delete this record data.   You can delete the records via the 'Delete Custom Objects' call Delete Custom Objects   If you are interested in extracting any of the existing data, you can use the following GET call. You will need to make a 'Get Custom Objects' call Edit Custom Objects   Here is an additional resource that may be useful and relevant List Custom Objects

IssueThe activity log is not recording the Open Email activity for an email send. SolutionIssue ResolutionEmail opens are linked to an individual asset. If a record is sent the same email more than once, only the first open activity will be recorded. If you are not seeing opens record for a record, search the activity history to confirm whether or not the asset has been opened previously. Also, Text-Only emails lack the tracking pixel used to determine whether an email is opened, so Text-Only emails will never show opens in the activity log.  In Email Performance Reports, Opens will be backfilled by the report's internal logic if the customer clicks a link in the Text-Only email.  Otherwise, opens will not be recorded.    

IssueA form submission occurs with missing or no information provided, including required fields like email address or first/last name. SolutionWhen you notice a record submitted a form without the required information, like email address, there can be one of two likely causes:   This is a bot. A bot can circumnavigate any required fields, even hidden ones, because they are not loading the necessary Javascript on the form to enforce these rules. Therefore, they can fill out a form with no values.   This is a person with Javascript disabled in their browser. This would create a similar situation as the first point, meaning they can choose to fill out whichever fields they want, or none at all, because the script that enforces which fields must be filled out is not loaded.  

IssueIssue DescriptionChanges made to an email template are not reflected on the email assets (that are using the template in question) after approving the draft for those emails.     SolutionIssue ResolutionTo find out why the changes are not reflected, follow the steps below: Go to the email template in question.Check if the HTML elements that have changed have the class of mktoModule, mktoEditable, mktoContainer, or any other mkto related class name.Disassociate the HTML element(s) in questions from the class above. Note: These steps will require an complete overhaul on the email template's code base, because the relationships between elements would change. This type of change will require assistance from a developer/engineer who is experienced with HTML and CSS.