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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Background This document provides updated information for customers that were impacted by the Communication Limits issue beginning on June 11, 2019, or June 14, 2019, depending on the data center your instance is in. During this issue, our systems may have inadvertently over tracked the send count per lead or missed tracking the count resulting in too few or too many emails sent to leads. For more background information regarding this issue, please refer to the Communication Limits Issue: FAQ document. Impact Update We also identified that this issue may have resulted in incorrect email send count database entries for dates in the future. The number of incorrect database entries coincides with the number of times a lead was processed during a campaign. The newly identified issue only impacted customers with subscriptions that have a default subscription time zone that is ahead of Central Time (GMT-05:00), starting from Eastern Time (GMT-04:00) all the way to Kiribati (GMT+14:00). While customers with Pacific Time Zone as their default subscription time zone setting would not be affected, customers in Eastern Time, EMEA, and APAC times zones may have been impacted. To determine which time zone your subscription is set to, follow the steps outlined in our Marketo Docs. Below is a brief example of the impact this issue may have caused. Example: Let’s say the per day communication limit is 1 and Lead A was sent 1 email on June 20, 2019, through a smart campaign that had 36,000 total leads. If Lead A was in the first batch of 2,000 leads processed during the campaign as described in Communication Limits Issue: FAQ, Lead A would have processed for count tracking purposes a total of 18 times during the campaign (36,000 total leads in the campaign divided by 2,000 leads processed per batch equals 18 total batches processed in the smart campaign). The newly identified issue would have caused the email send count of 1 to be entered into the database 1 additional day into the future for every time they were processed during the campaign. In this example smart campaign, on June 20, 2019, Lead A’s email send count would have been updated to show 1 email sent every day until July 7, 2019 (18 total days). Due to the per day communication limit of 1, Lead A would not have been eligible to receive any additional emails until after their send count reset on July 8, 2019. If the smart campaign contained 100,000 leads, this issue would have created 50 days of worth of incorrect future email send count entries in the database. To further illustrate the impact of Lead A, if they were sent 1 email through a smart campaign that contained 100,000 leads rather than 36,000 leads, and Lead A was processed in the first batch of 2,000 leads, this issue would have created 50 days of worth of incorrect future email send count entries in the database. As highlighted in previous communications regarding this issue, we did not track the number of emails sent for some leads (Non-processed leads: In the example above, there were 36,000 total leads to be processed. The first 2,000 leads that were processed would have been tracked incorrectly. The remaining 34,000 leads would not have been processed and their email send count was not tracked). For these leads, their impact remains resolved by the patch that was implemented on June 24, 2019. Remediation: Our team implemented a patch on June 24, 2019, at 1:38 PM PDT to resolve the Communication Limits issue. While the issue remains resolved to track count correctly moving forward, the original impact was greater than expected for some customers where bad records still existed in the system. To resolve this issue, we implemented a data fix to clear the incorrect future database entries on July 4, 2019, at 3:26 PM PDT. The data fix cleared all email send count database entries from June 27, 2019, into the future. While all future dated records have been deleted, email send count records that were entered into the database before June 27, 2019, will remain. For important Email Programs and Smart Campaigns that were impacted, you can create a new Smart Campaign to determine which leads did not receive emails that should have. To do so, use the smart list conditions as shown below. Data Fix Side Effect: While our team has resolved the issue of incorrect email send count database entries into the future, we were not able to differentiate between the leads that had been impacted and the leads that were not impacted. The data fix was implemented for all leads, so leads that had legitimately reached their communication limits would have also had their future records deleted. This would result in their email send count being reset and they could potentially receive more emails than they should. If you have any questions or concerns regarding this issue, Marketo’s Customer Support is ready to assist. Please contact us at https://support.marketo.com or through any of the methods listed here. Thank you, as always, for your understanding and partnership as a valued Marketo customer.

Issue You 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. Solution The 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 the leads in Marketo associated with the Opportunity. Who This Solution Applies To Customers synced to SFDC

Background This document provides additional details for customers that were impacted by the June 11, 2019 Communication Limits issue. “Send Email” activities are generated in real-time. These activities are stored in a queue, where our back-end process removes them on a first-in, first-out basis. The process then converts them into an aggregate count of sent emails on a per-lead basis, with an associated timestamp. We process these activities at 2,000 activities per batch. Frequently Asked Questions (FAQ) What email smart campaigns could have been affected? During the impacted timeframe, both trigger and batch email campaigns could have been affected. A batch campaign with more than 2,000 leads is likely to have been affected. Trigger campaigns and batch campaigns with less than 2,000 leads could have been affected, but not as likely, as described below. Why are batch email campaigns with more than 2,000 leads likely to have been affected? When a large batch campaign is run, a large influx of Send Email activities are sent to the queue. For example, if a campaign sent out 10,000 emails, the back-end process would take the first batch of 2,000 activities and keep track of the email send count on a per-lead basis. After finishing the 1st batch, the tracking process normally moves on to count the next 2,000 activities. However, this issue caused the first 2,000 activities to be re-processed multiple times (up to 5 times). In this scenario, the first 2,000 leads who were sent an email would have a count of up to 5 emails sent when it should have only been 1 email. For the remaining 8,000 leads, they would not have been processed, resulting in a count of 0 emails sent to each of these remaining leads. Why are batch email campaigns with less than 2,000 leads not as likely to have been affected? This is because we process a batch of 2,000 Send Email activities at a time. If there were no further Send Email activities in the queue at the time of the back-end processing, this issue would not have caused activities to be re-processed. Why are trigger email campaigns not as likely to have been affected? Trigger campaigns only initiate under specific conditions. In the most common uses of trigger campaigns, it is unlikely that there would be an influx of trigger campaign execution that would have resulted in a large number of Send Email activities during a short period of time. For example, consider a trigger campaign that is set to send an email every time a lead fills out a form on a specific landing page. It is unlikely that there would be such a surge of leads filling out more than 2,000 forms in a short period of time, which would lead to the processing of more than 2,000 Send Email activities unless there was a big marketing effort to drive these leads to such landing page. Can you provide a list of the trigger email campaigns that were affected? Unfortunately, there is no way for us to obtain this information. The queue that stores such data has already been processed and the content was removed after processing. Can you provide a list of the batch email campaigns that were affected? We cannot recover this information due to the same reason listed above. However, the data can be obtained manually by following the steps below: 1. If you know what campaigns were run during the impacted time-frame, you can check each campaign and see whether there were more than 2,000 emails sent. 2. The Email Performance report can also be used to identify the possibly affected campaigns. a. Navigate to Analytics > Email Performance report b. Under Setup, set the Sent Date to the impacted time-frame based on the data center your instance is in. London Data Center: June 11, 2019 – June 24, 2019 Sydney, San Jose, and Ashburn Data Centers: June 14, 2019 – June 24, 2019 c. Run the report and Sort the Sent column in Descending Order to identify email sends greater than 2,000. d. Locate the email in question and click on the Used By tab to identify the campaign(s) that were used to send this email. In addition, please ensure that this is a non-operational email (operational emails were NOT affected by this issue). e. Navigate to the smart campaign and Click on the Email tab to confirm that more than 2,000 leads were sent the email. f. Click on the Run History tab to confirm that more than 2,000 leads were sent this email in a single campaign run during the impacted time-frame. If you have additional questions or experience any issues, please contact Marketo support at support.marketo.com, or through any of the methods listed here.

Issue Issue Description When attempting to utilize date filter in RCE, the pick-list for available dates is only showing dates in the past, not current dates. Solution Issue Resolution The date pick-list retrieves the first 1200 values, starting with the oldest, in order to load efficiently for pick-list values. To return more recent dates, an additional type of date filter is needed to limit the selections to display more current dates. Using a filter of Year and narrowing the filter down to a few years will allow you to retrieve dates within the more recent time frame.

Issue Issue Description After submitting a form on a landing page, the Thank-you page fails to load, or it loads the wrong page. Solution Issue Resolution The Thank-you page used by the form can be defined in two places, at the Form level and at the Landing Page level. If these two are in conflict, the setting on the Landing Page wins. To troubleshoot this issue, compare the two Thank-you options and make sure the Landing Page is either set to the correct page, or that it allows the Thank-you to be form-defined.

Issue Description What is meant by the socially acquired member of a program such as a webinar program? Issue Resolution Leads acquired by the following Social Apps are part of the "Socially Acquired" count - Social Button Youtube video Poll Referrals Sweepstakes If you want to track the number of registrations through social shares, you should consider using the referrals or sweeps app. These apps allow the users to share and also help you track how many registrations each of your referrers bring in.

Issue Description The exact distinction between the "Email Bounces" and "Email Bounces Soft" filter and trigger is unclear. Issue Resolution The “Email Bounces” trigger or filter will look only at hard bounces, where Marketo received a definitive "No" from the target server. The “Email Bounces Soft” trigger or filter only looks at soft bounces, which occur when we are unable to deliver the email, but did not receive a rejection from the target server. You can use both filters with "OR" logic in order to look at all bounces.

Issue Only three Engagement Program casts are shown in the Calendar but the program has more casts than that. Solution The Global Calendar is not designed to show every cast of an Engagement program. This is to prevent a customer's calendar from becoming overwhelmed with ongoing Engagement programs. The following do not show: Trigger campaigns Smart Campaigns that are not a child of a program Engagement casts more than 3 casts away

This document provides an overview of the recent lead Change Score issue that impacted a subset of customers across our data centers beginning on June 11, 2019. All customers that were impacted were emailed details of the incident on June 20, 2019. If you are unsure if your instance was impacted, please reach out to Marketo support at support.marketo.com. Impacted Timeframe by Data Center: London data center, June 11, 2019, 4:00 PM PDT - 5:00 PM PDT Sydney data center, June 14, 2019, 3:30 PM PDT - 4:00 PM PDT San Jose & Ashburn data centers, June 14, 2019, 6:30 PM PDT - 7:00 PM PDT How to identify what data center your instance is located in: You can deduce the server locations by looking at the URL of your instance. The CNAME=the pod or server your instance is on. The example above indicates that this instance is in our Ashburn data center. The abbreviations for all our data centers are as follows. lon = London sn = Sydney sj = San Jose ab = Ashburn Service affected: A subset of Marketo customers may have experienced lead score changes that were not being updated. Impacted customers would have received campaign failure notifications in their Marketo subscription. Change Score flow steps that were set to update lead scores would not have been triggered during the impacted time-frame, however, no other flow steps were affected and the remainder of the campaign would have executed as expected. What happened: This issue originated from an internal logic error during a recent release. This error caused a delay between the database schema update and the code release, resulting in lead score change triggers to be missed. Remediation: Once the cause was identified, our team immediately began to identify the root cause and potential fixes. Our team created this documentation to educate customers on how to replay the impacted flow steps to update the lead score as needed. Campaigns that were not triggered during the impacted timeframe will not be automatically replayed. However, customers can create their own smart campaign to update the lead scores as shown below. Replay Impacted Smart Campaign: 1. Navigate to the Notification center in your instance. 2. Once in the Notification center, look for any campaign failures during the timeframe that the data center your instance is in was impacted as listed above. 3. If the failed campaign contains score changes, then only the Change Score flow steps failed. Every other flow step in that campaign would have worked correctly. You will need to re-run the Change Score flow steps for the leads listed in the campaign failure notification. If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at support.marketo.com, or through any of the methods listed here.

Issue Issue Description User has 'Import List' permission in Marketing Activities and Database but is unable to import a list. The Limited Access message below is being returned: "You do not have sufficient privileges to perform this action" Solution Issue Resolution In order for a user to have permission to import a list in Marketing Activities and Database, the user would need to also have the 'Edit Person' permission. see article for list of permissions: docs.marketo.com/display/public/DOCS/Descriptions+of+Role+Permissions

Issue Issue Description Revenue Explorer (RCE) reports show different stages when comparing Model Performance Analysis and Program Revenue Stage Analysis. Detour stages such as Disqualified, Inactive, Recycled, and Lost do not display as metrics in Revenue Stage Analysis reports. Solution Issue Resolution The Program Revenue Stage Analysis in RCE will not show non-success path Revenue Stages, so detours do not display on the Success Path as viewable metrics. Model Performance Analysis will show non-success path Revenue Stages. For more information on Success Paths, see this related document Who This Solution Applies To clients with Revenue Cycle Explorer and who have an approved Revenue Cycle Model

Issue You may notice that the files under "Images and Files" folder are being crawled and indexed by search engines. Is there a way to ensure that they cannot be indexed? Solution To disable indexing for all assets in Design Studio > Images and Files, please contact Marketo Support. Support can disable indexing for all files in this folder. Please note, this is a global block. Support is not able to selectively block indexing for specific files.

Issue Issue Description Program imports may be taking a long time to process and then failing after ~ 30 minutes to an hour. Solution Issue Resolution Check the program being imported for custom object references. Custom objects are not supported in program import. In order to import, you will need to remove any custom object references from the program. Who This Solution Applies To Customers using both program import and custom objects

Issue Issue Description When linking Google AdWords account to a Marketo Revenue Model and adding the Google Adwords conversion in the Revenue Model, Set AdWords Conversion button is missing from the Stage Actions drop down. Solution Issue Resolution You need to add Google AdWords as a Launchpoint service with a manager account Add Google AdWords as a Launchpoint Service with a Manager Account - Marketo Docs - Product Documentation

Marketo has so many ways to help your business grow, but it can be hard to know where to start. We want to help your team grow with you. Marketo offers a variety of ways to learn more about the uses for Marketo, starting from the very beginning. Check out what we recommend for those just starting out. Marketo University Online A fun, self-paced series of lessons in Marketo basics. Written material, videos, and check in quizzes make this a great way to learn everything you need to know to have a successful Marketo instance. Completing Marketo University Online will also help prepare you to successfully pass the Marketo Certified Associate exam, which helps to ensure mastery of Marketo basics. Core Concepts I One of our most popular instructor-led trainings, Core Concepts I is designed for those looking for a more interactive, hands-on approach to learning the basics. It covers email send programs, A/B testing, email personalization, basic forms and landing pages, and more. Participants will have the opportunity to interact with a demo Marketo instance and get live answers to their questions from our experienced instructors. Free Training Videos Our online free training videos are another easy way to learn at your own pace. Videos are available for skills ranging from beginner to advanced and include brief check in quizzes to test understanding of the material. Our Marketing Fundamentals videos are recommended for those who are new to Marketo.

Marketo has a lot of power to bring your business to its true potential – if you know how to harness it. Take advantage of our programs that teach you how to go even further with your Marketo instance. See what we recommend below. Core Concepts II The follow up course to our popular Core Concepts I, Core Concepts II takes it up a notch. This course covers how to nurture your audience using a multi-stream engagement program, save time by using snippets in your content, scale your programs with My Tokens, and more. Free Training Videos Our free training videos cover a wide variety of topics. Venture beyond our Fundamentals videos to find new ways to get the most out of your Marketo experience. Learning Passport Did you know Core Concepts I & II aren’t our only instructor-led trainings? Check out some of our other classes on things like social media marketing, event and webinar programs, and even a Marketo Certified Expert prep course.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Communication Limits Issue Impact Update

Unexpected Leads Showing Up On Smart List with 'Opportunity ID' Filter vs. SFDC List

Flashing Clock Icon on Batch Campaign

Sends Type Column Symbol Definitions in Email Insights Sends Report

Communication Limits Issue: FAQ

Date range filter in RCE only returning old dates

Correct Thank-You Page Does Not Load After Form Submission

Socially acquired member of a program

The Difference between “Email Bounces” and “Email Bounces Soft”

Calendar Not Displaying All Engagement Program Casts

Lead Score Data Fix

User Unable to Import a List in Marketing Activities and Database

Revenue Explorer Program Revenue Stage Analysis Does Not Show Non-Success Path Revenue Stages

Preventing Search Engines From Indexing Images and Files

Program Imports Timing Out or Failing

DKIM Key Encryption Security

Set AdWords Conversion button is missing from Stage Actions drop down

Snippet Reporting

Education Resources for New to Marketo Users

Education Resources for Experienced Marketo Users