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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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

Included in this article Overview The Background The Problem The Solution Overview RTP gives a dashboard that provides lots of valuable information about your RTP instance and how everything is performing. One of the widgets in this dashboard is Top Industries. This widget is designed to give you a breakdown of the top performing industries, but sometimes the industry widget is empty: The Background When a segment is saved in RTP, it is automatically assigned a type. If the segment contains only the Industry filter, then it is assigned the 'Industry' type and is included in the Industry widget on the dashboard. So, this widget only contains information on Industry segments. If it is not an Industry segment, it will not be included here. The Problem You can obviously add more filters to the segment other than Industry. However, if the segment contains other filters, then it is assigned the 'Complex' type and is not included in the Industry widget. The only information that will display in the Industry widget is what comes from segments that use only the Industry filter and that alone. The Solution If you'd like a particular segment to display in the Industry widget, there are two options: 1. Remove the other filters other than Industry. 2. Create different additional Industry-only segments.

Issue How to re-subscribe records who are already unsubscribed. Solution Once the person is willing to resubscribe to receive your emails, either of the following can be done: Smart Campaign: Change Data Value of "unsubscribed" to false.You can either use a Smart Campaign to execute this flow or can just go with single flow action ( select the lead, Person actions > Marketing > Change Data value; Attribute: Unsubscribed, New Value: False.) You can manually change unsubscribe from True to False. To do this, go to Lead database, click on the lead ( whom you need to unsubscribe), go to lead Info tab, look for unsubscribe field , remove the tick or check off the unsubscribe field checkbox.

Issue After declaring a champion for your Champion/Challenger test, you notice that the test (ex: "Whole Emails" test) in the Marketing Activities asset tree under your Email Asset is missing. Root Cause When you declare a champion, you select a Declare Date. Once this date/time is reached, only the new champion will be sent. After the test is over, it is expected behavior that the test (ex: "Whole Emails" test) will no longer be shown in the tree. This is because the test is no longer active. If you would like to retain your test data, it is recommended that you save this outside of Marketo.

Issue The Smart Campaign has a last modified date of x, however, it does not have any details of any change on date x in the Audit Trail. Solution The Smart Campaign's last modified date was updated by a campaign change that is currently not recorded in Audit Trail (e.g. campaign was aborted). https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail Please contact Marketo Support if you need further assistance in tracking down changes made to a Smart Campaign

Say you want to keep specific Salesforce fields or records from syncing into Marketo. You can use Salesforce Profiles to restrict access to that data. In short, Marketo will only sync fields and records that are visible to the sync account in Salesforce. If you don't want records or fields brought into Marketo, use the record- and field-level permissions to prevent the sync account from seeing them. A few notes before you begin... Depending on your version of Salesforce, you may not be able to change these settings. For example, field-level security is available only in Enterprise and Unlimited editions. This will require you to make changes in Salesforce on the account you use to sync with Marketo. If this account is also used by anyone else, these changes will impact that person's view in Salesforce too. You need administrator access in Salesforce to make these changes. If you hide a field in Salesforce that has already been synced to Marketo, it will still display in the Marketo user interface until you hide it with the Field Management tool. Even though you'll still see the field in Marketo, changes to that field will not get pushed to Salesforce.

Issue Issue Description Some leads received emails 1, 2 and 3 from an Engagement Program stream but did not receive email 4. Solution Issue Resolution Check if leads were still a member of the Engagement Program at the time Email 4 was sent. Check if leads were removed from the Engagement Program before Email 4 was sent Check if leads were moved onto a different stream within the Engagement Program before Email 4 was sent Check if the Engagement Program has been turned off Check if leads were paused from receiving content

Issue: When building 'Program Membership Analysis' reports in RCE, the Program Status is not sorted according to the step values in the Program Channel. For example in the below screenshot: The value of the steps are clearly showing the progression of statuses from start to finish. However when building a 'Program Membership Analysis' report, it is showing that the order of the status is not correct. 'New Member (Influenced)' should be appearing after 'Subscribed by Form - Non Member.' Troubleshooting: Make sure that you do not have any other Programs Channels with the same Status, as this will cause issues. There is a deduplication that occurs in the backend which causes an issue when a 'Program Membership Analysis' report is created, if there is more than one Program Channel that has the same Program Status it will deduplicate and the one displayed might be due to the lower step. Another issue that might happen also due to having more than one occurance of Program Status in other Program Channels is that other Program Statuses might appear in the report due to this. Resolution: We currently do not support having more than one Program Status appear in the Program Channels, each Program Status has to be unqiue or issues with displaying Program Statuses will appear.

1. Check the RTP Tag Verify that the RTP is properly installed on your website (see: Deploy the RTP JavaScript) In the developers console (under the Network tab) you suppose to see the following calls made by RTP while the page is loading: rtp.js?rh=www.YOURDOMAIN.com&aid=YOURACCOUNTID trw?aid=YOURACCOUNTID&trwv.uid=YOURACCOUNTID msg?a=2&sid=YOURACCOUNTID 2. Check View Filters Check if all Domains are selected under the Organization and Visitors table filters Check your user's Region Settings by navigating to 'User Settings' > 'Edit Regions' Is this article helpful ? YesNo

Issue: If you have setup a trigger campaign to send you an alert based on lead activity, you may have received a few blank alerts. Solution: Anonymous leads qualify for trigger campaigns, this is by design, you want anonymous leads to be scored if they show desirable behavior, but receiving blank alerts probably does not make sense. Use the Is Anonymous filter in your trigger campaign's smart list in order to stop anonymous leads from entering: Excellent! You should no longer receive blank alerts from your anonymous leads.

Issue Webinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login. Solution Marketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration. Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service. Create the integration user in the webinar provider and complete the integration Re-enable SSO for your webinar service after the webinar is over. Who This Solution Applies To Clients leveraging SSO for Launchpoint services

Issue Description When attempting to add an additional Facebook or LinkedIn Launchpoint service, it does not appear as an option in the drop down. Issue Resolution While we only support one Launchpoint service for each integration type, we support multiple accounts through the Launchpoint service that the customer adds. The user account that is used to authenticate the service will need to have the appropriate permissions to each business page that is going to be used by the instance.

Issue Description After sending a group email or campaign with a list of contacts, some contacts are being removed after the emails are marked as spam. Issue Resolution One of the greatest benefits of ToutApp is to utilize the group email function and dynamically change fields for specific contacts. Of course, that does not work out if there aren't any people in your group. Here are a few items you would like to check: Are you using a custom SMTP server? If so, then check with your IT team to have them investigate if these emails are being bounced. Sometimes custom servers will only send the action to perform to ToutApp. Are you using a custom header? Custom headers are used to send emails that have your reply to or from list your company domain rather than via ToutApp. There are some instances that if you are not using a custom header, then emails will be marked as spam. Are you up-to-date? It is always best to make sure that your Outlook plugin and/or Chrome extension are updated Still no working? This is an opportunity to test. Try switching your Email Delivery Channel, send an email without a template, or reset your connections. Who This Solution Applies To ToutApp Is this article helpful ? YesNo

Issue: You or your sales reps are getting an error when editing your leads or contact records in Salesforce saying "The record you were editing was modified by Account Marketo during your edit session". This error will usually occur in Salesforce when you are in the Edit page in while at the same time the Marketo sync is updating that same record by our periodic API sync. While this error occurs very rarely, and usually by performing mass updates from Marketo (usually by batch campaigns). Resolution: Here are some steps you can take from a Marketo perspective to resolve or significantly reduce the chances of this error occurring: 1. Change the process that you use to update records in Salesforce - You can successfully reduce this error by using Inline editing (by double clicking on the individual field on the record) as opposed to doing a mass update of multiple fields on 1 record (by using the Edit button). Inline Editing - As the screenshot below shows, this done by double clicking on the individual field on your record then updating the field and then pressing the "Save" button or double pressing on the Enter key on your keyboard. Mass Editing - this is done by first pressing the "Edit" button on the record's detail page, which will then take you the the Edit page where you can mass update multiple records then press the "Save" button. 2. Increase the Salesforce sync interval time - Another option to reduce the the possibility or receiving this error is to reduce the number of times that Marketo syncs with Salesforce. This option in effect increases the time between Marketo and salesforce syncs. (The default is 5 minutes.) The downside to this option is that updates made in Marketo will take a longer to sync to Salesforce and vice versa. If you want to proceed with this option, you will need to contact Marketo support to get your sync wait time increased.

Issue A person record in Marketo is getting created by the CRM sync even though there is a previously existing record existing in the Marketo database with the same email address. Solution By design, Marketo does not run the standard de-duplication process on records that come from your CRM. If you wish to prevent duplicates from coming over from your CRM, you would need to hide them from the Marketo sync user on the CRM side, or work with Marketo support to set up a custom sync filter. Instructions for Creating a Custom Sync Rule

Issue Description Windows Outlook users who use the Marketo Sales Connect plugin might have noticed that emails don't send as fast as they usually do. Unfortunately it takes a little longer than usual on this particular platform due to a recent MSC plugin update. We are working on a long-term fix for this subset of customers, but in the meantime you can use the following workarounds: Issue Resolution If you switch Outlook to, "Online Mode" (as opposed to Cached Exchange Mode) this will decrease the total sending time. You can follow this document in order to turn off Cached Exchange Mode. If you would like to learn more about the differences between Online Mode and Cached Exchange Mode, you can read more here. Alternatively, you can also use the Web version or Mac version of Outlook to address this issue. Who This Solution Applies To Windows Outlook users who utilize the Marketo Sales Connect plugin.

Issue Issue Description Marketo secure tracking links give an insecure connection message when clicked, but this happens only when accessed from an internal corporate network. Solution Issue Resolution If the error only happens on your corporate network, it is most likely caused by internal DNS routing that is specific to your network configuration. Work with your company's IT department to determine what changes need to be made to your DNS routing to resolve this issue. Who This Solution Applies To Customers using Marketo Secure Tracking Links

Issue Are Marketo forms responsive? Will they auto adjust their layout to the size of the screen depending on if they are mobile or desktop? Solution The form layout can work responsively on mobile and desktop depending on how you have it setup. If your form in whole is never wider than your intended screen size (like a mobile at 480pixels), then the form will not differ on mobile devices from its desktop view. If your form is too wide, you can alter the layout using custom CSS on the form code to make the form fit within the mobile browser screen size bounds. How to edit CSS of a Form is covered here: https://docs.marketo.com/display/public/DOCS/Edit+the+CSS+of+a+Form+Theme

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Link Performance Report for Specific Campaign/Program Emails

Troubleshooting Web Personalization (RTP) -- The Industry widget in the Dashboard is empty

How to Re-subscribe a Lead

Champion/Challenger Test Disappears from Marketing Activities tree after declaring winner

Smart Campaign Audit Trail Is Missing Event

Keep SFDC Fields or Records Out of Marketo

Leads Did Not Receive an Email from an Engagement Program

Program Status in RCE not sorted the same way as setup in Program Channel

No data in the RTP back office

Blank Alert Emails

Webinar Integration Gives Invalid Username or Password Error When Using SSO

Unable to add multiple Facebook/LinkedIn services

ToutApp: Contacts are being removed from Groups or People tab

Unable to Enable Marketo Sales Insight on SFDC Mobile App

Getting Error “The Record You Were Editing Was by Modified by Account Marketo during Your Edit Session” in Salesforce

SFDC/MSD – CRM Syncing Duplicates to Marketo

Smart Campaign Returns N/A Existing People When Viewing the Leads Affected

Outlook MSC Users Experiencing Slow Email Sends on Windows

Secure Tracking Links Showing Insecure on Internal Networks Only

Are Marketo Forms Responsive?