Knowledgebase

New Lead with no email address and no Marketo cookie: If a new lead fills out a Marketo form, their Marketo cookie is created, lead details (including the cookie) will be updated and the Lead-Database and RTP sync process will be initiated. They will then be known to RTP and eligible for 1:1 personalized RTP campaigns. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Lead with email address but no Marketo cookie: When a known lead with no cookie (e.g. a lead from a tradeshow or a list) receives a Marketo email campaign and clicks on a link in the email and arrives to the website, the RTP script runs and a new Marketo cookie is created for them. The creation of the cookie is also sent to the Lead-Database and initiates the RTP sync process for this lead. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Known Lead with email address and Marketo cookie: Any changes to the lead’s data will be synced between the Lead-Database and RTP within 5 minutes interval.

Issue When there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM. Solution Score type fields are designed to be managed solely by Marketo, since that is a unique field type to our system.  Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary. If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field.  

Issue Additional domains or subdomains need to be configured for Web Personalization (RTP). Solution If you want to add a new domain, check your subscription or contract to see how many additional domains are included. Your Customer Success Manager should be able to provide this information If not all entitled domains are configured in Marketo, reach out to support to add the domain(s) If all entitled domains are configured in Marketo, reach out to your Customer Success Manager to purchase more.   If you wish to add a subdomain, reach out to support as additional subdomains do not incur a cost.  

Issue You want to add multiple values to a Smart List filter as described here: https://docs.marketo.com/display/public/DOCS/Add+Multiple+Values+to+a+Smart+List+Filter . However, when you go to do so for a field that has a type of "Text" you are not able to add multiple values. Solution This is expected behavior for Marketo Text fields. As a workaround, you can add the same filter to the Smart List multiple times, one for each value you want included.   

Issue Can you sync Marketo multiple programs to a single Salesforce campaign? Solution Marketo only allows a 1:1 Relationship with Program/Campaign synchronization. If you try to sync a program to a campaign already used by another program you will recieve a error or prompt advising you cannot do it.    

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.

Issue You want to measure who clicks a specific link that uses a query string from a landing page, but when you try to use this logic in a smart campaign or smart list, it tells you the URL can’t be found, even though you can see the URL embedded on the landing page.   Solution If you are using the link "marketo.com/company/contact/?firstname=test", then you need to seperate the url into the link and the query string. The root domain (Link in the filter/trigger) will be marketo.com/company/contact/ and the query string (from Add Constraint dropdown) will be firstname=test. This will allow you to correctly track the links you are wanting. Make sure that you have the correct Web Page associated as a constraint as well. This is a article attached image This is a article attached image   For a better understanding of what query strings are, they are the parameters that are preceded by the "?" in the url. Detailed Doc :- on UTMs and Query string parameters :- Tracking Lead Sources Using UTM Parameters    

Issue You have scheduled programs in your default program, but when you switch to schedule view, the calendar appears empty.     Solution Click the "Overlay" button in the lower right hand corner to toggle the overlay on and off. With the overlay on, you will see your scheduled programs, which will not be visible with overlay toggled off.  

Issue Clicking on a link in a Marketo e-mail that re-directs to a non-Marketo webpage destination does not open the page.     Solution Complete the troubleshooting step below. If they do not resolve the issue, include the results in a Marketo Support Ticket. Check the CNAME is correctly setup for the email tracking link  Check that the Default Branding Name matches the CNAME in Step 1 (check for typos).  If you are unsure you can visit CNAME lookup on mxtoolbox and enter the default branding name to check. Under the Domain field enter your default branding name. Do you have SSL for tracking links enabled? If Yes, tracking links in emails should start with If No, tracking links in emails should start with   If you do not have SSL enabled, but when you click the link it resolves to ,try a different network and see if it still occurs. Your network may be configured to automatically use HTTPS automatically even if the link is specified as HTTP. (Check with your network admin)   If you are re-directed to the non-Marketo landing page but the page does not load: Check with the website admin if there are any redirect rules setup on the website. Try cutting out parts of the additional URL Parameter to see if that fixes the issue to identify which part of the URL parameter is causing it. Sometimes lead tokens or the mkt_tok may affect a redirect rule, since mkt_tok generates random characters and sometimes the token contains percentage '%' characters. It very common for websites to interpret a % followed by a character as an encoding. Seen in this website here   If you are unable to resolve the issue in the steps above, provide the test results and information in a Marketo Support Case.

Issue How to pull out the stats on which devices emails are being opened on.     Solution In a Smart List, you can use the filter "Opened Email" and you have the constraints of "Is Mobile", "Device", "Platform", and "Browser" to choose from. You can build a Smart List for each device you are interested in reporting on.

Issue You see a large amounts of edits being made by "Unknown" user showing up within the Audit Trail. Solution If you have recently edited a field in Salesforce that utilizes a pick-list field type, the updates to the field will cause updates to propagate to any pages which use a form that uses that field.    

Issue An email using a Velocity Script Token fails to send. Environment Marketing Activities Solution There is a 40 custom field token limit per email. If you have Velocity script tokens present in the email and those tokens more than 40 fields, the email will fail to send. To resolve, ensure that velocity script tokens have less than 40 custom fields referenced. Root Cause The Velocity Script Token in the email exceeds the limit of 40 Custom Fields. 

Issue Description The 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.   Issue Resolution 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. Is this article helpful ? YesNo

Overview:   In some cases you may want your RTP campaign to display only on your site's hompage. This article will show you how to do just that.        Navigate to your Campaigns page          Edit the existing campaign          Set the "Target URL" to your homepage       This will set the campaign to appear on your homepage. If you are hoping to include the campaign on other pages throughout your website, you must check the "Any Page" field below the Target URL.

Issue 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? Solution 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.        

Included in this article Overview Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account. Benefits Each team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience. Your Team Bethany Sweet, Senior Technical Support Engineer Bethany has been with Marketo Support since 2015. She Specializes in Deliverability & Microsoft Dynamics CRM, and letting Brian get out of line In her free time Bethany participates in tabletop gaming and going outside Dietrich Struble, Senior Technical Support Engineer Dietrich has been with Marketo Support since 2014, and Premiere Support since 2016. Marketo Certified, he specializes in Deliverability and keeping Brian in line In his free time, Dietrich enjoys PC gaming and gardening Brian Burks, Technical Support Engineer Brian has been with Marketo since 2017, and specializes API, Coding, and fierceness In his free time Brian participates in tabletop gaming and staying indoors Tamar Borneman, Technical Support Engineer Tamar has been with Marketo since 2016. She specializes in RTP and is MCE Certifiable In her free time Tamar participates in tabletop gaming and staying indoors Gio Alvarez, Associate Technical Support Engineer Gio has been with Marketo since 2017 and is a native of Texas. In his free time Gio participates in tabletop gaming and staying indoors.

Issue Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in.     Solution This can be remediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.