Your Achievements

0% to

Next /

to gain points, level up, and earn exciting badges like the new !

View All Badges

Open Alert Bar

Knowledgebase

Featured article

(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?

Issue The activity log is not recording the Open Email activity for an email send. Solution Issue Resolution Email 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.

Issue You want to make a Marketo User on your team only able to access Analytics, so you make a User Role that only has Permissions to the 4 Analytics Areas. However, after assigning this Role to Users, you find that the Users are unable to successfully set up reports. Within the Setup tab in the report, the Filters and Settings are missing. Solution Even though the User Role has access to the Analytics Areas, the User Role still needs some Marketing Activities Permissions. There are currently 15 Marketing Activity areas in the Permissions. When clicking on the top level box, all 15 areas are granted. However, the only box that needs to be checked is the top box. All remaining 14 boxes do not need to be checked. Because granting access to 1/15 MA areas is including Marketing Activities in the User Role, when the User logs in, they will see Marketing Activities in their My Marketo Homepage. This means they will be able to navigate within Marketing Activities. However, it is entirely read-only access in Marketing Activities. Any time the User tries to affect change in Marketing Activities, they will then get a Permissions Error. To review, the resolution to successfully making an Analytics Only User is to give a bare minimum Marketing Activity (MA) Permission to the User Role, 1/15, in addition to the 4/4 Analytics Areas.

Issue How to check what version of the Marketo Solution you have installed in your Microsoft Dynamics CRM environment. Solution Navigate to the Settings section of Dynamics, and then to the 'Solutions' menu. Under the 'Solutions' menu there is a list of all installed solutions called 'All Solutions', and once you have located the Marketo Solution in there, its version number will be listed in a column beside its name. Who This Solution Applies To Users with Microsoft Dynamics integrations.

Issue You are trying to add a new stream to an Engagement Program but get an error stating that your program has reached maximum number of streams per program. Solution Due to engineering constraints and as well as to have better user experience, we have limited the number of Engagement Program Streams per program to 25. When you try to add 26 th stream, you will now get the error message “You have reached the maximum number of streams. Create another program”. So the solution is to create a separate Engagement Program and a Smart Campaign that moves leads from the original Engagement Program to the new one.

Issue In the attempt to create or invite a new user with email address "john@mail.com", the message appears "The user id is in use. Choose another email." even though the user was already deleted from the other instance it was being used in. Solution This message can appear as at the time the user "john@mail.com" was being created or invited to another instance, after deleting "john@mail.com" from another instance, the user was not completely deleted from the other instance. At times it can take about 5-15 minutes for a user to be completely deleted from the system, so allow some time before re-creating the user.

Issue Description Currency type fields are changing unexpectedly. It may appear that they are being rounded off at first glance, but a better description is that they are being approximated imprecisely. This is a feature of all floating point values. For example: if you enter the value as 8092384905, Marketo will truncate it to 8092390000. Issue Resolution This is an expected behavior. Currency type fields are stored as single precision float values which have 6-7 digits of significance. Since standard fields type cannot be changed, we suggest that you create a new custom field to hold the currency value. Human-readable Values: Strings Often the easiest work-around for larger currency values is to use a field of type "String". String fields are adequate for storing a value, but do not offer the capability to compare (between, greater than, less than, at least, at most) values. Comparable Values: Integers To preserve comparison capability, store the value as an integer which can take on values from -2147483647 to 2147483647. For US Dollars, this integer can represent the number of cents (pennies) and therefore currency values from ($21,474,836.47) to $21,474,836.47. Using this technique, the operators between, greater than, less than, at least, and at most will work, just remember you're what you're comparing: cents in this example. Even Larger Comparable Values: Compound Integers If even larger values are required, two integer fields (large and small) can be used to represent currencies (again, assuming cents) from ($46,116,860,141,324,206.00) to $46,116,860,141,324,206.00. To break up a currency value into two fields, divide the number of cents by 2147483647 and store in the large value field, then store the remainder (modulus) in the small value field. To compare a compound (two fields) value, compare the large values first and if they are equal, then compare the small values. Since compound fields will be hard for a human to read, it may be prudent to also store the value as a string depending on your requirements. Is this article helpful ? YesNo

Issue You want to see how many of your customers are viewing your emails in preview or without downloading images. Solution Marketo tracks email opens by embedding a single pixel image in tracked emails. When the image is downloaded, Marketo tracks the open activity, but people who do not download this image are still able to read and click on your emails. If you want to get an idea of how many people are doing this, the suggestion below can give you a general idea of the number 1. Create a smart list that checks: - email was delivered - email was opened - a link in the email was clicked 2. Create another smart list that checks: - email was delivered - a link in the email was clicked - email was not opened By comparing the two lists, you will see which of your leads have blocked the images. More accurate results about email activity can be found by creating an email performance report: https://docs.marketo.com/display/public/DOCS/Email+Performance+Report This report helps because, even if a lead did not "open" the email (download the image), if that lead clicked on a link in the email, it will also be counted as an open.

Issue Description You want to prevent a situation where you create or sync a new field on the Lead and Contact objects in SFDC and two fields are created in Marketo, one mapped to Lead and the other mapped to Contact. Issue Resolution You will see this behavior if the an SFDC field is created on two objects across more than one sync cycle, one before a sync cycle starts and the other one during or after the sync cycle completes. To ensure both the lead and contact show up mapped to the same custom field Marketo, do the following Disable the global sync in Marketo. (Admin > Salesforce) Create the field on your desired objects in SFDC. Make sure they both have the same API name. Re-enable the global sync in Marketo, allowing the field in both objects to sync down to Marketo at the same time. If you find yourself with multiple fields in Marketo after the sync, contact Marketo Support to have the fields merged or remapped as necessary. Who This Solution Applies To Customers integrated with Salesforce

Issue When a lead fills out the form in Marketo, SFDC sync for the new lead fails with an error "Duplicates_Detected." Solution This error, "Failed: DUPLICATES_DETECTED: Use one of these records?" is a message Salesforce is sending back to Marketo, rejecting the attempt to sync the record. This means there's a setting in SFDC preventing duplicates from being created, possibly due to a custom deduplication rule on the SFDC side. Recommended steps : Check the dedupe settings and check for these leads in SFDC based on the things other than the email address like first name, last name etc. You may need to work with your SFDC admin to determine why Salesforce rejecting the record as duplicate.

Issue Description You have a Smart List that should exclude a group of leads from a campaign, but they still show up in the Qualified Leads list Issue Resolution Check the filter logic for your Smart Lampaign. "Or" logic allows leads that only qualify for some but not all of the filters to be included in the membership. For example, you could have a Smart List with the following filters. SFDC Type = Contacts Unsubscribed = False (You are trying to exclude unsubscribed leads) Visited Webpage - company.com/products If you use the following Advanced logic - "(1 or 2) and 3" - you will still have unsubscribed leads showing up in the list because they are Contacts, and the logic says they can be either Contacts or Unsubscribed = False. They only need to satisfy one of the two filters to qualify, and an unsubscribed Contact would go through. There is a blog post that goes into more detail on this. Smart List Logic - How many people do you want in your club? Is this article helpful ? YesNo

Issue A recent Smart Campaign or Email Program sent Person records in Marketo more emails than should be allowed based on settings in Communication Limit Settings in the Admin area of Marketo. Solution This is commonly caused by one of three things: The emails that sent after the communication limit was hit were Operational. To verify if this is the case, select the email asset from the menu tree on the left and review the summary of the asset in the canvas where you will see if the email is Operational or not. The Block non-operational emails checkbox is not checked in Edit Communication Limit Settings. Setting values the "Per Day" and "Per 7 Days" dropdown menus does not enforce the communication limit. In order for this limit to be enforced, the "Block non-operational emails" checkbox must be checked. Enable Communication Limits The Email Program or Smart Campaign are not set up to follow Communication Limits. Apply Communication Limits to Smart Campaign Enable/Disable Communication Limits in an Email Program

Included in this article Overview Include Pages Target URL Use Case Overview Target URL and Include Pages are both RTP terms that sound the same and get confused together, but they have different uses and meanings. This doc will go over what the differences between them are and how each can be used. Include Pages "Include Pages" is a filter used in Segments that will look for visitors who have been to specific pages. This filter will make the segment match for the visitor when they go to the designated page during the visitor’s session. If the visitor goes to one of the "Included Pages" during their session, then they match for the segment. Target URL "Target URL" is used in RTP Campaigns. In the campaign editor, the Target URL defines which page(s) the campaign will be displayed on. So, whenever the campaign is called by a segment, it will only be displayed on those pages specified in the Target URL area of the campaign. If the visitor is not viewing one of these specified pages, the campaign will not show. Use Case By using these together, you can create a campaign that will be displayed on your homepage (the Target URL) only if the visitor first viewed the pricing page (the Included Page). So, let's say your visitor went to the pricing page to look at Product A, then went back to your home page. You can have a campaign display info about Product A on your homepage knowing that the visitor is interested in that product already.

Issue Issue Description You deactivated a trigger campaign but it appears to be still processing leads. Solution Issue Resolution If you deactivate a trigger campaign, all leads that were already in the flow at the time the campaign was deactivated will continue to be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps. To remove existing leads from the flow, do the following. Create a new batch Smart Campaign with a "Member of Smart Campaign" filter and specify the deactivated campaign. Add a flow step "Remove from Flow" and specify the deactivated campaign. Run the batch campaign. This should remove all existing leads from the trigger campaign so they will not continue to process through the flow.

Summary Learn how to troubleshoot the REST API Error: read ECONNRESET. Issue You are getting the following HTTP error when attempting to call the associated REST API. REST API Error: read ECONNRESET Cause This error might occur because of issues on the local network or HTTP client config. Here are some possible causes of this error. HTTP Client Configuration Issues: The error may occur due to incorrect, incomplete, or incompatible settings in your HTTP client. To align your HTTP client settings with the Marketo REST API requirements, you should review and update your HTTP client settings. Proxy Server or Configuration Problems: If you use a proxy server, its configuration may result in an HTTP error. Verify your proxy server settings and consult your network administrator for accurate configuration if necessary. Faulty Network Equipment: Issues with hardware such as switches and routers, particularly if they are malfunctioning or improperly configured, can cause the problem. You should investigate the status and settings of your networking devices to determine if this is the issue. Solution To resolve this issue: Review and adjust your HTTP client's configuration to match the Marketo REST API specifications. Check your proxy server settings and consult your network administrator if needed. Examine network equipment for faults or incorrect configurations.

Summary Marketo-only records must be manually synced, become a member of a default-program, encounter a Salesforce flow step in order to sync with Salesforce. Issue Records are in the Marketo database but are not syncing over to Salesforce automatically like I thought they would. Solution The sync between Marketo and Salesforce is bi-directional. However, in order for a record to be synced, one of the following conditions must be met: The record becomes a member of a program which is synced to a Salesforce campaign. This occurs when the background sync is used to keep members of a Salesforce campaign in sync with a Marketo Program status. This can easily be verified by navigating to the program and looking at the summary view. More information on this feature can be found here: https://docs.marketo.com/display/public/DOCS/Sync+an+SFDC+Campaign+with+a+Program https://docs.marketo.com/display/public/DOCS/SFDC+Sync%3A+Campaign+Sync The record encounters an SFDC flow step. Any time a record encounters a Salesforce related flow step in a smart campaign, this will cause the record to sync with Salesforce. Some of these flow steps have other implied actions, which you can read about here: https://docs.marketo.com/display/public/DOCS/Implied+Salesforce+Actions The record is manually synced to Salesforce through a single-flow action. This is an intentional user action. It can only occur when you find the record in your database or in the people tab of a smart list and select the option from the 'Person Actions' menu. More on how to do this can be found in this document: https://docs.marketo.com/display/public/DOCS/Run+a+Single+Flow+Step+from+a+Smart+List Root Cause Records had not encountered SFDC flow steps, become members of a program synced with a Salesforce campaign and hat not been manually synced to Salesforce. Environment Marketo with the built-in integration with Salesforce

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 You want to know the difference between a field with the type of string and text area. Solution Both a string and text field will hold information that you can freely write in. The major difference between the two fields is how many characters you can put in these fields. A string field has a limit of 255 characters, whereas a text field has a character limit of 30,000 characters. (This is a general rule. It may vary by application and platform.) A string field is a good choice if you wanting to store data like address, names, or simple custom data. A text area field is a good choice when you want to store information from something like a comment box on a form or if you are importing a large block of text.

Issue Description You have created a Smart List with a filter for a date type field and you are using the constraints either “before” or “on or before” a particular date. However, records with empty value on those field get qualified. Issue Resolution When you create a Smart List using a date field filter (e.g., Date of Birth, SFDC Created Date) and use the “before” or “on or before” constraints, the Smart List will also include people who have no value in said date field. This is an expected behavior as by default Null value is treated as a timestamp with a default value (e.g Jan 1 1900). This is similar to a token having default value and this is also mentioned as a caution within our knowledge base document over here. The work around is to use an addition filter or to make sure that the date value is populated for all the records. You can learn the importance of date stamping in this Champion blog post.

Issue You are using choices within flow steps with parameters such as "Member of Program" and the lead is qualifying for the choice when they are not part of the program. Solution When using a flow step for a campaign, you have the option of adding "choices" to the flow step so different leads can have different interactions. When using a choice parameter such as "Member of Engagement Program" or "Program Status". If the lead has been part of ANY engagement program, or has EVER had a program status equal to the parameter (i.e program status is email > sent), then the lead will qualify for that step. To prevent outside leads from being pulled in, use the "Member of Program" filter in your campaign Smart List to make sure content is delivered to your intended audience.

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

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Email Opens Not Showing in Activity Log

Analytics Only User Role

Check the version of your installed Marketo Solution in Microsoft Dynamics (MSD)

Reached Engagement Program Stream Limit

Unable to Create or Invite New Marketo User in Marketo Instance - User ID is in Use

Currency type field is rounding off its value

How to Determine Which Customers View Email Without Downloading Images

Prevent a Newly-Synced Field in SFDC From Creating Two Fields in Marketo

SFDC Sync Error : Failed: DUPLICATES_DETECTED: Use one of these records?

Smart List is including leads that should be excluded

Email Sent to Leads Who Have Exceeded Their Communication Limit

Web Personalization (RTP) - What is the difference between Target URL and the Include Pages?

Deactivated Trigger Campaign Still Processing Leads

Troubleshooting REST API Error: read ECONNRESET

Records not syncing to Salesforce

Custom Facebook Lead Ad Fields are not Populating in Marketo

The Difference between a Field Type of String and Text

Empty Value on a Date Field Qualifies for the Filter Condition Even Though the Filter Condition Is Looking for a Value “Before” or “On or Before”

Flow Step Choices Qualifying Leads who are Members of Other Programs

Web Personalization (RTP) - How does Lead Data Syncing Work from RTP to Marketo