Knowledgebase

Issue Description When we delete the static lists from a program after a period of time, will the leads they contain no longer be member of the program?   Issue Resolution The individuals should still be a member unless you change their membership status to remove them. Remember lists are simply collections of individuals so you can easily process or associate them, they don't automatically get "membership" unless you had corresponding flow steps that you used when putting them on the list.     Is this article helpful ? YesNo

Issue Reporting on separate links in an email that both point to the same URL Solution When there are duplicate links in an email, the performance of those links will be consolidated into a single row in the Analytics report, so if there are three links that point to the same URL, there will only be a single line for that link on the Performance report. If you would like to differentiate between these duplicates, you can add URL Parameters. Example: google.com and    www.google.com?parameter=second-link In this example, Marketo Link Performance Reporting will show each individual link on Analytics Reporting, but both links will go to the same place.

Issue Issue Description When creating a My Token for a SFDC Campaign, you aren't able to find the name of the SFDC Campaign. You are able to see the SFDC Campaign in the Smart List filter "Member of SFDC Campaign," but there's a red squiggly line under the name when it's selected.     Solution Issue Resolution Activate the SFDC Campaign. This will allow the campaign to be selected in My Tokens and will remove the red line underscoring the name in your Smart List   Who This Solution Applies To Customers with an SFDC Integration

Issue You want to see how many (and maybe which) records have been sent a specific piece of content by a nurture stream. Solution In 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.

Issue Description Is it possible to integrate multiple social media accounts with Marketo? Issue Resolution There is  only one LaunchPoint service for each, but multiple accounts can be referenced in : Lead gen forms - Linkedln Custom audiences - Facebook

Issue Issue Description 'Members by Status' Not Shown on Engagement Program Summary - Only 'Members by Stream'     Solution Issue Resolution The 'Members by Status' section that you can see on the Summary page is replaced by the 'Members by Stream' section in an Engagement Program. You should be able to see how many members have which Status on the Dashboard page. This will also show any additional Statuses that you may have added to the Channel. However, all of this information is available on the Details page for the Engagement Program in Marketo Sky.

Marketo will be performing mandatory maintenance in our London data center from Saturday, April 13, 2019, at 8:00 PM GMT to Sunday, April 14, 2019, at 2:00 AM GMT. Only Marketo instances in the London data center will be affected, and no Marketo instances in any other data center will be impacted.The maintenance is expected to take as little as two hours to complete, however, customers should plan for service disruptions for the entire maintenance window to account for unforeseen complications. Service will be restored as quickly as possible. All Marketo services for customers in the London data center will be disrupted during the maintenance window. To help you plan for the service disruption, we have gathered and answered some frequently asked questions. Why is the maintenance needed? As network traffic increases, we must also scale our infrastructure to prevent unplanned service disruptions. We are replacing our network’s firewall and load balancer devices, which will improve security, add capacity, and increase availability for all customers. The current network devices are processing more traffic than they are designed to handle, so immediate action is required. Upgrading our network infrastructure re-establishes stability to our services, providing better service for all customers Why is the maintenance scheduled on April 13 th ? We never want to interrupt service. However, if we have to, the goal is to minimize impact as much as possible. As a global operation, it’s difficult to find a time that has the lowest traffic in all geographic regions. The maintenance was scheduled for a Saturday because, as a weekend, it doesn’t fall on a workday in any country. We’ve scheduled additional coverage from our Network, Engineering, and Support teams and will be actively monitoring progress throughout the maintenance period. If the maintenance is only expected to take two hours, why is it scheduled for six hours? In previous maintenance replacements of the same devices, we were able to complete the process within the same amount of time. Therefore, we are expecting that it should only take two hours. However, there is always the possibility of unforeseen circumstances that could extend the recovery time. The additional time is to account for this possibility and all customers should plan for service to be disrupted for the entire six-hour timeframe. Timeline: April 13, 8:00 PM GMT - 8:30 PM GMT Status page maintenance notice updated to "In Progress" All Marketo back-end services stopped in the London data center Firewall and load balancer upgrades and maintenance initiated April 13, 8:30 PM GMT - 10:00 PM GMT Firewall and load balancer maintenance completed Begin system recovery process Systems restored, and network system monitoring begins Status page maintenance notice updated April 13, 10:00 PM GMT - April 14, 2:00 AM GMT Ongoing system monitoring and analysis of any abnormalities Where can I get updates during the maintenance process? Marketo's Status page, status.marketo.com will be updated with the progress of the maintenance process in real time. Please see the notice "Scheduled Maintenance in London data center, April 13," and subscribe to updates to have the most current information sent directly to you in real time. What services will be affected? During the maintenance process, all Marketo services housed in the London data center will be disrupted. This will include interactive logins, email, landing pages, forms, and all other services that require access to the instance, such as API and LaunchPoint services. Many back-end services will be stopped, therefore campaigns and programs scheduled to run or in progress during this time will be delayed. Will images display in emails? If the images are hosted in your Marketo instance, and your instance is in the London data center, those image files will not be accessible, therefore they will not display during the maintenance downtime. Images hosted externally will display as normal. Will hyperlinks in emails connect to the page they should go to? This depends on whether the link is being tracked or not. If the link is a tracked link, it will not connect to the destination URL. If the link is not being tracked, it will connect as expected. Email links are tracked by default, but that tracking can be disabled. Tracked links operate by first going through a Marketo server to identify which person clicked which link. The page then navigates to the corresponding destination page as expected. While the maintenance is in process, that Marketo server will not be reachable. Therefore, tracked links will not be able to navigate to the destination page. Links that are not tracked do not go through a Marketo server and will not be affected. Will our unsubscribe page be accessible? While the maintenance is in process, the London data center will be offline, therefore unsubscribe pages hosted in London Marketo instances cannot be reached. Any person who navigates to one of these unsubscribe pages will receive an error message. The error message will state that there was a technical issue preventing the unsubscribe request and they will need to re-attempt to unsubscribe later. What happens if a person clicks the unsubscribe link that Marketo adds to email footers? This depends on whether the unsubscribe link is being tracked or not. If the link is a tracked link, it will not connect to the destination URL. If the link is not being tracked, it will connect as expected. The default behavior for unsubscribe links in the email footer is to be tracked. This tracking can be removed by customizing the HTML of the footer as detailed here. However, if the tracking is still in place, the link clicks will result in errors. This will be true for custom unsubscribe pages hosted outside of Marketo as well as those within Marketo. If we use a non-Marketo unsubscribe page and the link is not tracked, will it connect? Yes. However, you should watch for a secondary issue. In most use cases, customers will use the Marketo API to send that unsubscribe data back into Marketo to update the corresponding record as unsubscribed. If that API call is made during the maintenance downtime, the API call will fail and the unsubscribe request will not be logged. Customers should retry these calls after the maintenance window. Will the unsubscribe link added by email providers function during the maintenance? Most email providers will add an unsubscribe link to the top of email messages. When clicking on this link, this unsubscribe request goes through the email provider and doesn’t navigate to your unsubscribe page. The email provider then forwards that unsubscribe request (and any others received for the same email sender) to the email sender in a list. This is known as a list-unsubscribe. If the email provider sends this list-unsubscribe request to Marketo during the maintenance downtime, it will not be able to connect and the unsubscribe request will not be recorded in your instance. Marketo has performed extensive research and testing on this functionality to identify ways to mitigate this risk. List-unsubscribe retries: Most email providers will retry a list-unsubscribe request if the first attempt fails. This helps ensure that, even if the list-unsubscribe is unsuccessful during the maintenance window, it will be retried later. Removal of list-unsubscribe feature: While the list-unsubscribe functionality is added by the email provider, Marketo can control whether or not that functionality is applied. By changing a back-end configuration, Marketo can prevent email providers from supplying their unsubscribe link. By removing this option, it forces people to use the unsubscribe link provided in the email footer. Since the unsubscribe link will take the person to an error page, they will know that there was a technical issue preventing a successful unsubscribe request and will know that they will need to re-attempt to unsubscribe later. This should prevent a situation where a person thinks they have unsubscribed but have not been recorded as so. The list-unsubscribe feature was removed on April 2, 2019. This will remove the list-unsubscribe functionality from all emails sent after the configuration change is made. However, it is not possible to remove the feature from emails sent prior to the configuration change on April 2, 2019. Through extensive testing and trend analysis, we have found that the likelihood of a person using the list-unsubscribe feature two or more weeks after the email is sent is extremely low (between 1.64% and 1.87%). What this means is that the chances of a person using this feature to unsubscribe but not actually being unsubscribed is very low. When combined with the fact that all major email providers retry list-unsubscribes if not successful on the first attempt, the risk of an unsubscribe request not processing successfully is very small. The list-unsubscribe feature will be re-enabled after the maintenance has been completed. If you have any questions, please contact Marketo Customer Support https://support.marketo.com.

Included in this Article: Tracking Clicks Potential Issues Segment Matches Few or No Visitors Segment Numbers Don't Match Google Analytics   Tracking Clicks In order to better track how many people are clicking the content in the Recommendation Engine, you may wish to create a segment called "Recommended Assets" and include "*rcmd*" in the Specific Pages parameter.      Go to the Segments page             Create a new segment          Drag the Include Pages field into the editor and include *rcmd*     Recommended content will have "rcmd" in the URL. With this filter, the segment will only include website visits with "rcmd" somewhere in the URL, meaning it will include all visits to recommended pages.   Potential Issues   Segment Matches Few or No Visitors After making this change, you may see that the segment doesn't match anything or only shows a few visitors.  In that case, verify that your Asset Discovery is working   Segment Numbers Don't Match Google Analytics The numbers you see in the segment may not match the numbers you see in Google Analytics. Unlike Google Analytics, RTP segments count the number of visitors that matched the defined parameters, whereas the 'Site Content' report in GA counts the number of times the pages were viewed by visitors.  This means that if the same visitor clicks on more than one piece of recommended content, in RTP only one segment match will be recorded whereas GA will record 2 page views.

Overview RTP works very closely with your Marketo Lead Database to pull information about previous visitors, which makes it important for Marketo and RTP to keep accurate and matching information about visitors. There are 3 scenarios that can arise based on how much information is known about the visitor, and each is handled differently. These scenarios are described below.     New Lead with no Email Address and no Marketo Cookie When this kind of lead fills out a Marketo form: Their Marketo cookie is created Lead details will be updated and the Marketo-RTP sync process is initiated The lead will then be known to RTP and potentially eligible for personalized campaigns         Lead with Email Address but no Marketo Cookie When this kind of lead receives a Marketo email campaign and clicks on a link in the email: A new Marketo cookie is created for them This creation initiates the Marketo-RTP sync process     Known Lead with an Email Address and Marketo Cookie Any changes to the lead's data will be synced between Marketo and RTP within 5 minutes

Issue Issue Description Not receiving device authorization email when attempting to login from a new device or from a new location the system.   Solution Issue Resolution The main reason that this can happen is due to a typo in the email address that communication is sent to for your login. If you are not receiving the device authorization email, reach out to Marketo support by emailing support@marketo.com and we can manually authorize your device or location. To prevent this behavior from continuing to take place we recommend you do the following: After you've gained entry into the Marketo instance, we recommend you visit Admin > Users & Roles and confirm that the email address listed is spelled correctly. Validate with your IT team to ensure that Marketo is whitelisted using these IP addresses: Whitelist Marketo IPs

Included in this article: Navigate to the Clickstream module How is Visit Duration Caluclated 00:00 Visit Duration Single page viewed Session timed out   Navigate to the Clickstream module        Go to the Visitors page        Click on a visitor to find the Clickstream module in the bottom right     How is Visit Duration Caluclated When a visitor visits a website being tracked by an RTP campaign, it records clicks in the Clickstream module in the RTP platform. Clicking on a visitor allows you to view their viewing information in the Customer Journey section, including: Links clicked Time stamp of each link click Total visit duration     Visit duration is calculated by subtracting the first time stamp from the last time stamp. In other words: visit duration = last time stamp - first time stamp. See the image above for an example of this calculation.   00:00 Visit Duration Single page viewed Both RTP and Google Analytics rely on clicks to determine visit duration. This means that if a visitor only views a single page, neither RTP or GA can track when the visitor leaves the page, since there is only the initial time stamp without a time stamp to mark the exit from the page. The visit duration for viewers that didn't view more than one page during the session is recorded at 00:00 since it cannot be calculated.   Session timed out Another way that a visit duration can be recorded as 00:00 is if a visitor's session times out. By default, a session will end after 15 minutes of inactivity. For example, if a visitor stays on a page without making any clicks for 25 minutes (perhaps they are reading an article or watching a long video), that session will time out and be recorded with a duration of 00:00. If the visitor finally makes a click after the 25 minutes of inactivity, a new session will begin. In Google Analytics, the session timeout can be customized to be longer or shorter than the default 15 minutes.

Issue Description Even though the report and smart list may be looking at exactly the same thing (e.g. an email sent to a specific group on a specific day), many times the numbers in the report do not match the results of the smart list. Issue Resolution Reports in Marketo like the Email Performance Report are returning results of activities that occurred in your instance, while smart lists return results of currently existing person records.  When a person is deleted or merged, the activities associated with the person do not get pruned or purged. So a smart list that looks for opened email will return all the currently existing records who have that open activity but will not return results of deleted or merged records.  Conversely, a report looking at the same thing will return all activities, even if the records no longer exist.

Issue Issue Description An email has been added to multiple streams within the same nurture program, for example stream 1 and stream 2. Would a lead that received the email in stream 1 receive the same email from stream 2?     Solution Issue Resolution No, Engagement Program will still apply the rule of not sending the same email to leads more than once as long as the email ID in stream 2 is the same from stream 1.    

FAQs included in this article Overview RTP has great a integration built in with Google Analytics that will pass data through for you. This doc will answer some of the most frequently asked questions about this integration. How long does it take to see RTP data in Google Analytics? Custom Variables (classic Google Analytics version) or Dimensions (Google Universal Analytics version) should show up after up to 24 hours. Custom Events show up in Real-Time Real-Time Data details: About Real-Time - Analytics Help Real-Time Data is available in all Google Analytics accounts. No changes to the tracking code are necessary. To see Real-Time data: Sign in to your Google Analytics account. Navigate to your view. Select the Reporting tab. Select Real-Time. Should I develop any custom code to send the RTP data to Google Analytics? No, all data is sent automatically by RTP to Google Analytics behind the scenes. Here are the related pieces of documentation to get the Google Analytics integration set up successfully: Integrate RTP with Google Analytics - Marketo Docs - Product Docs Integrate RTP with Google Universal Analytics - Marketo Docs - Product Docs Are the data events sent to Google Universal Analytics marked as non-interation? Yes. The RTP script sends data events to Google Analytics (both Classic and Universal) as non-interation, so it has no affect on bounce rate and pageview metrics. Google Universal Analytics version:      ga('send', 'event', 'RTP-Segments', 'segmentName', 'organizationName', null,   {'nonInteraction': 1}  ) Classic Google Analytics version:      _gaq.push(['RTP-Segments', 'segmentName', 'organizationName', null, true]); What needs to be configured in Google Tag Manager to enable to GA integration Nothing. Everything is done automatically by the RTP tag and behind the scenes once the integration is set up correctly. Here are the related pieces of documentation to get the Google Analytics integration set up successfully: Integrate RTP with Google Analytics - Marketo Docs - Product Docs Integrate RTP with Google Universal Analytics - Marketo Docs - Product Docs Important note about getting help from Marketo Support:

Issue Issue Description Persons do not trigger Smart Campaigns as expected when using the REST API 'Push Leads to Marketo' endpoint.     Solution Issue Resolution Marketo utilizes a special trigger for persons pushed to Marketo using REST API. The 'Person is Pushed to Marketo' trigger will qualify persons upserted by the 'Push to Marketo' endpoint.    

Issue Unable to change the email address used for a Marketo user's login. Solution All of a user's activity is based on that specific login email address. If somehow there was a way to change the login, all that history would be gone or mixed up with multiple login names and hence Marketo doesn’t allow to change the login email address. You can however, create a new user by inviting new user in the Admin area under Users & Roles with that new email address and a new login will be created that can now be used with that email address. So you can now use that new login and delete the old if you want. This login email address is different from the communication address. It is just like a user name for login purposes. All the communication/notification emails will be sent to the email address mentioned in the email column of your account and this should be a valid email address. You can check this under Admin > My Account > Email. If your instance does not have the feature allowing the login email address to be different than the email address used for communication, please contact Marketo Support to have it enabled.

Issue Issue Description Certain fields that are in your Facebook Lead Ad forms are not populating on the lead when it is created in Marketo.     Solution Issue Resolution 1.) Check the Activity Details of the “Fill Out Facebook Lead Ad” activities to see if there are any unmapped form fields included with the standard Lead Ad data fields. Unmapped form fields will show up with the field name on the left, and value on the right. Note that the other Lead Ad standard fields are not actually on the form. This is because these are default metadata fields created by the integration.     2. )Navigate to Admin > LaunchPoint and update your Facebook Lead Ad service to map that field to a Marketo field, so the data can populate over. Instructions for doing so can be found here: Map Custom Fields to Marketo - Marketo Docs - Product Documentation   Who This Solution Applies To Customers with a Facebook Lead Ad integration

Issue When attempting to use the Marketo Sales Insight actions drop-down list, to perform an action for a specific contact in Salesforce, the drop-down does not appear in the MSI section. Solution Check to see if the specific contacts this is occurring on have been recently converted. If they have, then the actions drop down will not appear until the contact has synced back down to Marketo.  

Issue Issue Description Smart Campaign within a default program has members but these are not displaying under the results for total program members or in Program Performance reports.     Solution Issue Resolution Default programs do not add members to the program automatically.  An "Add to Program" or "Change Program Status" flow step must be included in the Smart Campaigns that exist within the default program to make the leads members of the program.