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?

Included in this Article: Overview The Assets feature automatically discovers and tags your already existing digital content (including case studies, blog posts, videos, press releases etc.) from your website, and tracks the number of views or downloads of these materials. The Content Recommendation Engine uses predictive analytics and machine learning algorithms to deliver relevant content to each prospect. The recommendation engine discovers visitors that share digital behavior patterns, content preferences, CRM data and firmographics (location, industries, size and revenue). It then predicts which content would perform best per visitor and channel (website, social, ad networks). The content for the engine is monitored and controlled under the Content/Assets table, helping you optimize your content ROI. View Recommendations On the Recommendations page, you can filter by date, sort by any of the fields in the table, and also perform text searches. The table offers the following fields: Title: Name of the digital asset Clicks: The amount of user engagement with the asset - how many times it has been opened, watched or downloaded Direct Conv.: The number of visitors that viewed the content and filled out a form in the same visit Conversion Rate: Percent of visitors that became direct leads Assisted Conv.: The number of visitors that viewed the content and and later filled out a form Recommendations Bar/Rich Media: Whether the asset is available for the Recommendations Bar or contains rich media Create Content The Content feature organizes all your digital assets (including PDF, blog posts, case studies, videos, presentations, etc…) on your website and tracks the number of views and clicks on these materials. To create new Content: From the Recommendation page, click Add Content. The following screen appears 2. Enter data into the following fields: Title - The name of the asset Link - The full URL link of where the asset is located (include the http://) Bar/Rich Media Recommendation: Enabling the content for recommendation or rich media Industries - The industries related to the digital asset Location - The relevant location (country, state, city) related to the digital asset Content Type - The type of digital asset (white paper, case study, blog post, etc.) Content Stage: The prospect stage most relavent with the content Metadata - An additional description about the digital asset Update Metatext Dynamically - While automatically use the metadata on the Assets page 3. Click Save to create the new digital asset. Edit and Delete Assets Editing To edit an asset: From the Recommendations page, click the edit icon of the asset you wish to edit. The Set Content page opens with the selected asset. Apply any edits or changes. Click Save. Delete an Asset To delete an asset: From the Recommendations page, click on the delete icon of the Asset you wish to delete. A confirmation message appears to confirm that you want to delete the Asset. Configuring Recommendations and the CRE From the Account Settings screen, under Domain In this screen, you have the CRE options. On the right-hand side you have the following toggle keys per domain: Tag - Activates the RTP Javascript tag on your website Recommendation - Activates the Content Recommendation Engine Content Discovery - Activates the tracking of assets Click the toggle On or Off to enable or disable the feature Categorize and Track your Assets with Asset Patterns You can categorize assets into different types of content, for example, blog, press, or case studies. This helps you easily track your assets and understand which asset types perform the best. To categorize your assets: From the Account Settings page, on the left-hand side, select Content. The following dialog box appears. 2. From the drop-down menu, select the website whose assets you wish to track. 3. Add the path corresponding to the type of asset you wish to track. For example, adding the path “/blog/*/” captures all the blog posts under yourdomain.com/blog and automatically displays them in the Content table. (Use * as a wildcard) 4. From the drop-down box on the right-hand side, select the asset group you wish to categorize all assets coming from the path you specified. 5. Click Save to save all changes.

A business wouldn’t be able to run successfully without great data. As a data analyst, we understand that you rely on Marketo to make accurate reports for your company. To make sure you’re using Marketo to the best of its ability, here are some trainings we recommend to help get the most out of Marketo’s data and analytics. Instructor-Led Trainings Check out the Using Marketo Analytics and Reporting instructor-led training to get in depth guidance on how to map and measure your customer journey, tie revenue to your marketing campaigns, share progress through reports and easy-to-read dashboards, and focus your investment where it will have the most impact. Core Concepts II Core Concepts II is a great overview of some of Marketo’s more advanced functions, which can be used to enhance your reports. Free Training Videos Our free training videos on reporting and analytics cover performance insights, standard reports, and analytics. These videos are followed by a brief quiz to check your understanding of the material.

Issue Issue Description Marketo Secured Landing Page using domain aliases give an invalid SSL certificate error on load. Solution Issue Resolution Confirm that the domain alias is a CNAME and not another type of record such as an A RECORD. Within Marketo's Documentation for setting up landing pages and tracking links, it only specifies a CNAME configuration. This is the only configuration that is supported. If another configuration happens to work, it does not mean it will continue to do so and will throw an error once SSL is enabled. Below is a diagram showing the configuration that is supported by Marketo. The Top Level Domain is owned and hosted by the Customer. Separate sub-domains, or CNAMEs, are created, one for each Landing Pages and Tracking Links. These CNAMEs then reference Marketo. Other ways of configuring this are not supported due to not being reliable. An A RECORD for example, can point a Domain directly to an IP Address. This can be unreliable because an IP Address can easily and frequently change. As a Domain name is usually synonymous with a Company name, any change is infrequent and usually manual. *Tracking Links only require a sub-domain and SSL if you wish to have them branded. If instance reflects the 'mkto.aa######.com' for tracking links, they are covered under Marketos SSL certificate. Who This Solution Applies To Customers with Secured Landing Pages who also use domain aliases

Issue Description The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview or in exported email HTML. Issue Resolution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. This is also true of exported HTML. When you send a Sample Email, you can test the the system tokens {{system.viewAsWebpageLink}} as though you were the customer.

Issue You have an unsubscribe option in your email preference center but would like to allow people to re-subscribe as well. Solution Depending on your preference center set up, setting up the re-subscribe choices will vary a bit. However, on the back end, it is pretty simple. On the preference center form, create one or more fields that the customer can check to resubscribe. In Marketo, create a Smart Campaign. The trigger will be Data Value Change for the field(s) you set up for re-subscribe. The flow will be Change Data Value, attribute: Unsubscribed, new value is 'False'. This should allow Marketo to start sending emails to that lead again.

Issue A lead has an Unsubscribe activity logged in their activity history, but they continue to receive emails after the Unsubscribe. Solution An Unsubscribe activity is logged when the lead clicks the system Unsubscribe link embedded in a Marketo email. However, if that link takes them to a Preference Center that allows them to select from multiple options, they may not choose the full unsubscribe option and may continue to receive selected emails. To confirm if this is the case, find the Unsubscribe activity in their activity log and double-click on the activity to open it. This will show you the choices they selected in the email preferences form. In the example below, the lead did not fully unsubscribe, they only chose to unsubscribe from specific content. Since they did not choose the global unsubscribe, they will continue to receive some emails.

Issue A lead met the trigger criteria but failed to trigger a Smart Campaign Solution When a trigger campaign Smart List contains both triggers and filters, the filters criteria must be satisfied before or at the exact moment the trigger fires. To determine whether this is the case for a particular lead: Look at the Smart List to determine what filter criteria need to be satisfied. Open the lead's activity history and see when the activity occurred that should have triggered the campaign. Go through the lead's activity history and determine when the values were set for each of the filter criteria. If one of the values was set after the trigger fired, the lead would not have qualified in time to go through the Smart Campaign.

Summary You have set up a campaign or campaigns in the Email Deliverability Tool (250ok), but there is no engagement metric showing Total opens and Unique opens, which should be available in the ‘Engagement Overview’ in the Email Deliverability tool. You would need to ensure that you have configured the necessary setup for the tracking to work in the Email Deliverability tool. Issue Campaigns created in the Email Deliverability tool (250ok) doesn’t show any engagement overview metric such as total opens and unique opens. Environment Email Deliverability tool (Production/Sandbox) Solution You would need to implement the necessary setup for the metric to show in the Engagement Overview in the Email Deliverability tool (250ok) Follow the steps below to ensure you have configured the setup for campaign tracking. 1. Ensure your DNS CNAME is configured. (All that is required is creating a CNAME DNS entry on this domain that points to 250analytics.com) For more information, you can refer to this external documentation: https://www.validity.com/knowledge-base/what-are-custom-domains-in-250ok-analytics/ 2. Insert the correct tracking pixel code retrieved from the Email Deliverability tool. 3. Always utilizing the ‘c=‘ tag in your tracking code for your campaigns to ensure the tracking is measured correctly in the Email Deliverability tool. (Obviously, the CNAME above is essential to have it set up correctly). You can follow a guide on how to implement the ‘c=‘ tag and retrieve the tracking pixel is here: help.returnpath.com/hc/en-us/articles/360046308092-How-Do-I-Add-My-250ok-Tracking-Pixel- Once you have all these configuration settings, you can start tracking your campaigns which are sent via Marketo in the Email Deliverability > Engagement Overview. Root Cause Mis-configuration or no configuration made causing the campaign tracking does not work.

When doing a list import, sometimes the dialog box won’t advance past the Step 2 section where columns are mapped to Marketo fields. If you look closely, you’ll see that there is a Marketo Field selected that has a red squiggly underline underneath it. If any of the fields have this, you won’t be able to click on Next to get to Step 3 and the import dialog box will get “stuck” at this point. This problem is caused by having two columns in your list mapped to the same one Marketo Field. Two pieces of data can’t be pushed into the same one field, so it stops the import in its tracks at this point until you change it to select a different field. If you mouse-over that field, you’ll get the error that shows that the field is already in use. The quickest way to fix this is to simply choose a different Marketo Field to map the list column to. Once there aren’t any more Marketo Fields used twice, the import dialog box will advance to Step 3. Problem solved!

My Salesforce activities are not showing up in Marketo and when I go to the Admin section I see the following sync error: soqlBatchQuery failed - INVALID_FIELD: CreatedDate, Description, Id, IsAllDayEvent, IsDeleted, OwnerId ^ ERROR at Row:1:Column:70 No such column 'IsAllDayEvent' on entity 'Event'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names. This is due to lack of permissions for the Marketo Sync User on the Salesforce side. Please have your Salesforce Administrator log into your instance of Salesforce and carry out the following steps: Log into Salesforce with Admin rights Click on your name drop-down and click on Setup In the left hand column, under App Setup, click on Customize Then click on Activities and then Event Fields Click on the All Day Event Field Label then "Set Field-Level Security" Here make sure to check the box under the Visible column for the Profile that the Marketo Sync User is associated to Click Save Once the above changes have been made on next sync we will begin pulling your Salesforce activities and once the next sync is over, the error message in the Marketo Admin section should go away.

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

Issue Why is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter? Solution To account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses: Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filter The members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false. Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log. Root Cause The Exhausted Count represents the latest exhausted number after the last run/cast. It has other conditions like the nurture cadence of a member should be "Normal", and the member was not blocked or have not exceeded the communication limit at the last nurture cast. If the smart list is configured as follows, then it will display a different number as it does not account for the engagement program cadence of 'Normal' and if a member is not blocked and has not exceeded the communication limit at the last nurture cast. #1: Member of Engagement Program is any Exhausted Content is true Program is [Program Name] Stream is [Stream Name] Environment Engagement Program Exhausted Content Smart List

Issue Issue Description A Support Engineer asked you to record a .har file, but you are unsure of how to do this. Har files can include sensitive data, such as any information entered into forms (passwords, etc.), so please exercise caution when recording a .har file. Solution Issue Resolution Please find the instructions on how to save a .har file using the different browsers below: Google Chrome: Open Google Chrome, and visit the page where you noticed the issue. Right click on the page and choose 'Inspect'. This will open the Developer Tools panel. From the options at the top of this panel, choose 'Network'. Look for a round record button in the upper left corner, this should appear as a red button. If the button is grey, click it once and recording will begin. There will be a checkbox next to text that reads as 'Preserve Log', please check this box. There is a button that appears as a circle with a slash through it next to the record button, click this button to clear any existing logs. While recording is taking place, please reproduce the issue that you were experiencing. Right click within the network panel under the 'Name' column, and choose 'Save all as HAR with Content'. Save this file to your computer, and upload it to a case so that your Support Engineer may download it. Microsoft Edge: Open Microsoft Edge, and visit the page where you noticed the issue. Right click on the page and choose 'Inspect Element'. This will open the Developer Tools panel. From the options at the top of this panel, choose 'Network'. Look for a square record button in the upper left corner, this should appear as a red button. If the button is grey, click the green triangle once and recording will begin. While recording is taking place, please reproduce the issue that you were experiencing. Click the save button (this will appear as a gray floppy disk next to the red square button). Save this file to your computer, and upload it to a case so that your Support Engineer may download it. Firefox: Open Firefox, and visit the page where you noticed the issue. Click on the three stacked bars in the upper right corner. This will open a dropdown, please choose 'Web Developer, and then 'Network'. While recording is taking place, please reproduce the issue that you were experiencing. Right click within the network panel under the 'File' column, and choose 'Save All As HAR'. Save this file to your computer, and upload it to a case so that your Support Engineer may download it.

List imports can fail for a number of different reasons, so finding what that reason was is the first step to fixing what went wrong. When a list import fails to import leads, the Import Status dialog box will give you an error to tell you that some of the leads failed to import. The “Failed: X Leads” showing in the Import Status dialog box is a hyperlink. This is a article attached image When you click on the hyperlink, it will download an Excel file that carries the details of what caused the failure. The details for the import failure will change depending on the different types of issues, so watch for the explanations in the far right column for each lead on the list. Invalid data for the field type: This is a article attached image Invalid Email Address Warning: This is a article attached image Lead belongs to a different Lead Partition: This is a article attached image

Issue Files uploaded to Marketo's Design Studio, like PDFs or image files, are assigned an HTTP URL instead of HTTPS. This discrepancy can trigger security warnings in emails, as modern browsers and mail clients expect secure links that match the SSL certificate's domain. Solution To address this issue, follow these steps: Ensure you have a custom landing page rather than the default domain. See under Admin > Landing Pages. Apply an SSL certificate to any new domains added. Marketo won't do this automatically. You can contact Marketo Support to request an SSL application for your domain. Provide necessary details. After SSL implementation, send test emails to check for proper HTTPS encryption and the absence of security warnings. By implementing these actions, asset URLs and landing pages in Marketo communications should be secure.

This document provides an overview of the recent service issue that impacted customers in our Ashburn data center on June 4, 2019. If you are unsure if your instance was impacted, please Contact Marketo Support at support.marketo.com. When: June 4, 2019 Impact to interactive logins: 12:33 PM PDT - 2:30 PM PDT Impact to remaining services listed below: 12:33 PM PDT - 5:45 PM PDT Duration: 5 hours, 12 minutes Service affected: Interactive logins may have been intermittently disrupted between 12:33 PM PDT and 2:30 PM PDT. The services listed below may have been intermittently, or completely impacted for the duration of the issue, 12:33 PM PDT - 5:45 PM PDT. The Marketo Sky user interface inaccessible REST API may have returned error messages of 611. A full list of REST API error messages can be found here. For a subset of customers, activities that occurred during the impacted timeframe may not have been fully indexed. This could cause smart lists to show inaccurate data, which may cause campaigns to qualify, or not qualify, records inaccurately. Some triggers were not evaluated even if a lead qualified for a trigger campaign. Batch and trigger campaigns could have failed. Any campaign failures should be visible in your instance's notifications center. Documentation on how to find these notifications can be found here. List imports were put in queue for a small subset of customers. These queued up list imports had to be canceled and will need to be re-imported. To identify lists that failed to import, right-click on the list from the navigation tree and select "Show Import Status". This will bring up the import status dialog box. Bulk exports (leads and activities) were put in queue due to this incident. Our team resolved this on June 5, 2019, allowing most exports to complete at that time. There is a possibility that the export failed for some customers. In this case, exports would have to be re-attempted. Intermittent bandaid errors may have appeared in the Marketo user interface. Email tracking links may not have been able to be resolved. This would have resulted in: Landing pages being inaccessible when clicking a tracked link. "Click link in email" activities not persisting. Account Based Marketing (ABM) may have returned stale data. Real-Time Personalization (RTP) and Search Engine Optimization (SEO) tiles in the Marketo user interface may have been inaccessible. Facebook and LinkedIn LeadGen may have been inaccessible. Some web / Munchkin activities may not have been recorded. While these services were impacted, the serving of forms and landing pages and SOAP API continued to function as normal. What happened: The source of the disruption has been identified as an IP address conflict issue. On June 4, 2019, a new network hardware device was initialized that inaccurately acquired an IP address that was already in use by the load balancer, another network hardware device. This network address conflict caused the load balancer to be intermittently unavailable, stopping network traffic. This could have caused network requests for internal services such as Locator Service, Metadata Service, and Activity Service to time out, resulting in the affected Marketo services to be intermittently or completely impacted. Due to the complex nature of the issue, it took longer than normal to identify the source of the problem. While we were able to identify the network address generating errors, each time the new device was reinitialized, the errors would appear and disappear, causing the intermittent symptoms. Remediation: Once the issue was identified, our team took immediate action to resolve the issue. To restore interactive logins, our team implemented a workaround to bypass the impacted load balancer device. Additionally, we began to migrate the remaining impacted services to an alternative load balancer. During this secondary process, we discovered the IP address conflict issue. Once we identified the definitive root cause, we disabled the network devices and full service was immediately restored. To correct the activity data that was not fully indexed during the impacted timeframe, our team has developed and begun the process to correct the data. Please note that activities that occurred outside of the impacted timeframe were not affected. Due to the large volume of activities, we expect this process to take up to 30 days to complete, with an anticipated end date of July 8, 2019. Facebook and LinkedIn LeadGen data may not have been recorded in Marketo during the impacted timeframe. To correct this, our team completed a data fix process on June 12, 2019, to replay these requests and ensure no data was lost. There is a chance that a small number of Munchkin activities that were affected during the impacted timeframe did not get recorded. Our team cannot reprocess these activities as this would cause duplicate events for other activities that did get recorded. We will continue to update this article including data fix timelines and processes as soon as such information is available. Please check this article frequently for updates. For additional questions, please Contact Marketo Support

Issue Description Can you remove a CRM from Marketo? Issue Resolution You cannot remove a CRM integration from an instance. Once the CRM of your choice is clicked (Dynamics or Salesforce) the instance is set to use that CRM for the remainder of its life. Once the login and mappings have been setup for a instance, the CRM instance or org cannot be changed as well. If for a reason you do need to change the CRM or the linked instance, you would want to reach out to your Customer Success Manager to get information on provisioning a new Marketo instance.

Issue The webhook error type "The remote server's SSL certificate or SSH fingerprint was rejected" occurs when the SSL certificate is being used on the main domain and not Sub-domains. Solution Check the URL in Admin > Webhooks Click on the webhook in the right corner. For example, if the URL is, onlineservices.test.marketo.com, the certificate needs to be valid on *.test.marketo.com and not just *.Marketo.com. Check this by verifying the certificate on "sslshopper.com" and all the certificates will be listed as Subject Alternative Name's if the certificate is valid on the sub-domains. For example: For Google.com "sslshopper.com/ssl-checker.html#hostname=google.com", the certificate is valid on *.Google.com as well as all the subdomains as listed in SAN's.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Web Personalization (RTP) - Content Recommendations and Assets

Education Resources for Marketo Data Analysts

Secured Landing Page Aliases Giving SSL Certificate Invalid Error

“Customer does not belong to any POD” Error When Clicking View As Webpage/View In Browser

How to Allow Leads to Re-Subscribe in Your Email Preference Center

Lead Continues to Receive Emails After Unsubscribe Activity is Logged

Lead Does Not Trigger Smart Campaign

Email Deliverability Tool - Campaigns Not Being Tracked

TROUBLESHOOTING—List Import Dialog Box “Stuck” on Step 2

SFDC Error Unable to process due to no XML response from Salesforce

How does Marketo treat deactivations in Microsoft Dynamics CRM?

Salesforce Activities Not Synching to Marketo and Show a Sync Error

Not Receiving Device Authorization Emails

Engagement program exhausted count discrepancy

How to create a HAR file

TROUBLESHOOTING List Import Failure Reasons

Resolving Marketo unencrypted asset URL issue

Ashburn Data Center Incident: June 4

Removing CRM from the Marketo instance

Webhook Error: SSL: Certificate Subject Name Does Not Match Target Host Name