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Issue When you send an email that was cloned from a previous campaign and updated, the sent email shows the old content rather than the new content. Solution This can be caused by Dynamic Content in the email.  If you clone an email with Dynamic Content but only update the default content, then the old content will be sent to leads who are not part of the default segmentation.  Open the email in the editor and see what email elements are displayed in the Dynamic tab.     Check the different segments in the editor and see which ones have the old content. You can update the dynamic content for each segment or simply make the content static, which will make the email use the default content for all leads.    
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Issue Description You want to use a non-English keyboard with your tablet running the Marketo Event Check-In App.   Issue Resolution Currently, the Marketo Event Check-In App only supports English language keyboards. Is this article helpful ? YesNo
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Issue There is a DMARC policy bounce in ToutApp for Gmail email addresses.     Solution This is due to a DMARC policy on your organization's name domain which is preventing the emails from being delivered to Gmail email addresses. Visit the Google support portal on this support.google.com/mail/answer/2451690 Have your team check your DMARC policy.      
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Issue You are unable to log into Marketo because you need to be authorized on your device. Solution Marketo tracks authorized devices by IP. If you are logging in from a different network, such as a home or hotel network, your IP will be different and you may need to authorize or re-authorize your device. Also, some networks assign IPs dynamically, so even if you are logging in from a location and device you have used before, the IP address may have changed and you would need to re-authorize the device. You should receive an email with a code that allows you to authorize and log in. If for some reason you are not able to do so, please contact support and we can authorize your device for you. Another option would be to disable the IP restrictions in the Admin panel: Admin > Login Settings > Edit IP Restrictions.    
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Issue Description No data appears in the email performance report (configured for a specific time frame) even though emails have been sent to the leads.   Issue Resolution The reason why the leads who were sent the email do not appear in the email performance report configured for a specific time frame is because "The Sent Date filter is based on the first date that the email was sent.". Email performance reports only show data for the first time an email was sent. docs.marketo.com/display/public/DOCS/Email+Performance+Report   If the first time the leads that were sent an email falls outside of the specified time frame in the email performance report, the report will not show any results for those leads.   Apart from that, it is also worth to check if the email performance report has any additional smart list filters that the leads may not qualify for. Is this article helpful ? YesNo
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Issue You are using the Add to Program or Add to SFDC Campaign flow step and want to know if it's possible to assign a specific status when that flow step is used. Solution When you use the Add to Program or Add to SFDC Campaign flow step, Marketo will assign the first status listed in the Channel associated to that program. If you want to choose a different status, you can use the flow step of Change Program Status or Change SFDC Status. If the lead is not a member of the program or campaign, using the flow step of Change Program status will add them.  
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  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 blacklist issue? - Blocklist Remediation      
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Issue Clicking "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. Solution This 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.    
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  NOTE -  Only authorized support contacts from your organization can submit support cases. To tell if you are an authorized support contact or not, access the Support Tab and select Create Case.  If you are not an authorized contact, you will receive the below screen.  Please contact your Support Admin to be added to the Support Entitlement.       1. Go to Support.     2.  Click My Case Management       3. Click on +Create A Case       4. Enter a Subject to see suggested articles on the problem. Select an article to open a new tab. Select the + if you would like to see the full subject of the article first.       6. Didn't find the help you needed? Enter your information into the required fields. Click Submit.     Great! You've submitted a case. A support rep will reach out to you shortly.
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Issue A particular Smart List does not appear in drop-down of report custom column options when the Smart List is in Marketing Activities.   Solution Custom 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.   
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Issue Description Is it possible to download the most recent report from the smart list subscription email report? Issue Resolution If you click the Download Report button, it will be a static link containing the smart list data at the time the subscription was sent. If you want real-time data, click the smart list URL in the report email and then export the list. Who This Solution Applies To All customers
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Issue Is there a way to make a landing page only accessible through a form? In other words, if someone gets to the thank you page and then forwards that URL along, you don't want the next person to be able to access it without filling out the form first.     Solution Marketo does not currently have functionality that can support this Use Case. If a Landing Page is approved, it's published on the web and if anyone has the URL then they can visit the page. That being said, perhaps there is some custom implementation that you can have a developer create. Here are two possible approaches: Custom coding that would look at the previous page of the visit; when accessing the Thank You page, if the Referrer is not the page with the form, then reject access or redirect it to display the page with the form Have the page submission pass along some kind indicator (URL Parameter) so that a reroute logic (on the thank you page) would run on that page all the time except when that indicator is present Marketo Support would not be able to assist in custom implementations. However if you were interested in a Professional Service Engagement we can explore the option of Marketo building this out for you.
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Issue Description The call Webhook flow is successful but the Marketo field mapped is not updated. Issue Resolution Marketo can translate data received by a Webhook to a lead field. If the fields are not getting updated: Check if the Response types are JSON or XML. The correct response type must be selected in order to map properties of the response back to lead fields in Marketo Check if the fields are blocked from Updates in field management. If the response type is XML, all elements in the XML hierarchy must be referenced in the mapping. For example: If the XML is: <?xml version="1.0" encoding="utf-8"?> <soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">     <soap:Body>         <GetDealerByPostcodeResponse xmlns="http://webservices.hmca.com.au/DealerLocatorMapService/">             <GetDealerByPostcodeResult>                 <xs:schema id="NewDataSet" xmlns="" xmlns:xs="http://www.w3.org/2001/XMLSchema" xmlns:msdata="urn:schemas-microsoft-com:xml-msdata">                     <xs:element name="NewDataSet" msdata:IsDataSet="true" msdata:Locale="">                         <xs:complexType>                             <xs:choice minOccurs="0" maxOccurs="unbounded">                                 <xs:element name="Table">                                     <xs:complexType>                                         <xs:sequence>                                             <xs:element name="dl_tradingName" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_physicalstreetname" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_physicalsuburb" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_physicalstate" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_physicalpostcode" type="xs:string" minOccurs="0" />                                             <xs:element name="pcmaplat" type="xs:float" minOccurs="0" />                                             <xs:element name="pcmaplng" type="xs:float" minOccurs="0" />                                             <xs:element name="maplat" type="xs:float" minOccurs="0" />                                             <xs:element name="maplng" type="xs:float" minOccurs="0" />                                             <xs:element name="distance" type="xs:float" minOccurs="0" />                                             <xs:element name="dl_phonenumber" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_faxnumber" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_emailaddress" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_code" type="xs:string" minOccurs="0" />                                             <xs:element name="pd_postcode" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_webaddress" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_dealershipregion" type="xs:string" minOccurs="0" />                                             <xs:element name="dl_deliverycharge" type="xs:float" minOccurs="0" />                                             <xs:element name="dl_regionstate" type="xs:string" minOccurs="0" />                                             <xs:element name="BkAServiceDesktop" type="xs:string" minOccurs="0" />                                             <xs:element name="NewWinBkAServiceDesktop" type="xs:string" minOccurs="0" />                                             <xs:element name="BkAServiceMobile" type="xs:string" minOccurs="0" />                                             <xs:element name="NewWinBkAServiceMobile" type="xs:string" minOccurs="0" />                                         </xs:sequence>                                     </xs:complexType>                                 </xs:element>                             </xs:choice>                         </xs:complexType>                     </xs:element>                 </xs:schema>                 <diffgr:diffgram xmlns:msdata="urn:schemas-microsoft-com:xml-msdata" xmlns:diffgr="urn:schemas-microsoft-com:xml-diffgram-v1">                     <NewDataSet xmlns="">                         <Table diffgr:id="Table1" msdata:rowOrder="0">                             <dl_tradingName>Wild West Hyundai</dl_tradingName> The Response attribute must be: soap:Envelope.soap:Body.GetDealerByPostcodeResponse.GetDealerByPostcodeResult.diffgr:diffgram.NewDataSet.Table.dl_tradingName All the elements need to be referenced in the top down approach.
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Issue Description How to disable the Marketo tracking token without disabling link tracking.   Issue Resolution Within the <a> tag, you can add a specific class: class="mktNoTok" and this will disable the tracking token, and yet still allow the clicks to be tracked within the email.  If you are proficient with HTML, you may be able to enter this unique class within the header, or other areas of the HTML doc.   You can also disable this through the UI on a per-link basis. Instructions:  here Is this article helpful ? YesNo
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Issue The Facebook Lead Ads forms are not showing up in Marketo within filters/triggers. Solution If the Facebook Lead Ads form is not showing up in Smart List filters/triggers, check the following: 1. The user needs to be an admin on the Facebook account. 2. The user needs to have page admin access on the pages that they are subscribed to in Launchpoint. 3. At least one lead must have filled in the form with the form name recorded in the form filled out activity in Lead's activity log.   If all these conditions are met and you are still not seeing the Smart List options, please contact Marketo support for further troubleshootig   Who This Solution Applies To Customers integrated with Facebook
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Issue Description A recent email send resulted in a number of leads specifically blocked by Communication Limits, as seen within the Results or Lead Activity Log. What are the re-sending options? Issue Resolution The Marketo Application does not offer any automatic re-sending/rescheduling functions within the campaign. If communication limits are low, and records are blocked from being sent emails, you may need to adjust the limits or set the necessary programs or campaigns to ignore communication limits. Enable/Disable Communication Limits in an Email Program - Marketo Docs - Product Documentation Apply Communication Limits to Smart Campaign - Marketo Docs - Product Documentation - you would need to undo this process in this case. Even if the records were not sent the email because of Communication Limits, they would still be made members of the campaign or program.  If you were going to try to re-send these records that were blocked due to communication limits you could try this Filter combination: Member of Smart Campaign/Member of Program and Not Was Sent Email Those 2 filters will show you the members that were not sent the email, and then you could re-send them at a later time.
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Issue Description How is syndication ID set up while setting up a referral offer Issue Resolution For a referrer to be given credit they must have a Marketo Syndication ID assigned. This can be done manually (directly on the lead record) or via the social campaigns' Offer Details > Fulfillment Goal > should be set to Referred Sign-Ups. Once you set that up, the referrer will get issued a "syndication id" and be part of that social campaign's participant's list.
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Issue Description Calls made to the REST API return response code 611 "System Error". Issue Resolution Submit a Customer Support ticket with the following information The full body of the REST API call including the endpoint being called The full body of the REST API response The date and time that the call was made Customer Support will work to diagnose the root cause of the error and the reason a more identifiable error code is not being returned instead.     Is this article helpful ? YesNo
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Issue Description You may notice that there may be a block in SFDC that stop syncing unsubscribes from Marketo to SFDC. After fixing the block in SFDC the new unsubscribes will sync as expected. How to get all the unsubscribes that happened before this fix to sync into SFDC?   Issue Resolution You would need to set up a campaign to reset the field value. Smart list: Unsubscribed = true Flow: Change data value  "unsubscribed" -> False Change data value  "unsubscribed" -> True   That would take everyone who is currently unsubscribed, switch to false and then back to true. That should cause the true value to sync up to SFDC for all of those records. However, make sure you do this at a time when you are absolutely positive there are no email campaigns going out.   Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo
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Issue Description In the report subscription, there is a link to the person in Marketo. Likewise, is it possible to add SFDC links for contacts/leads to report subscriptions? Issue Resolution Currently, there is no option to include the link to the person in CRM in the report subscriptions.
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