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3 Posts authored by: John Clark Employee

The error below is commonly seen if the password for the SFDC sync user expires, or if you end up having to change the credentials because your sync user left the company.  (We recommend you sync user not be an actual person, but that's another article)


The best way to resolve any issues you may be having with entering your SFDC credentials in Marketo is to follow the instructions below.  Nine times out of ten this will resolve the issue, but only if you follow them exactly!  Also, be aware that if you're entering new credentials they should be for a user in the same instance of SFDC as the old sync user.  It's not currently possible to connect your Marketo instance to a second SFDC instance, and trying to enter credentials from a second instance will result in errors and possible trouble for your Marketo instance.


In Marketo:

1) Click the Admin button in the upper right hand side of the Marketo instance.

2) Go to the "Salesforce" section of the tree menu on the left.

3) Click the "Disable Sync" button at the top. This will prevent Marketo from continuously logging into SFDC. (Prevents you from getting locked out while trying to fix this issue)



1) Log into SFDC with the sync user credentials.(

2) If you cannot log in (which is most likely the case), then follow the Salesforce reset password link, or have your admin reset this for you.

3) Once you can log into SFDC as the sync user, click "Your Name - Setup - My Personal Information - Reset Security Token". (Disregard the token you get in the reset password emails, you need to reset the token manually, and make sure to save this email!)

NOTE: Don't forget to make sure that your SalesForce Sync User is not locked out of SFDC.


Back in Marketo:

1) Go to Admin - Salesforce - Edit Credentials

2) Make sure you fill each field separately, do not add the security token to the end of the password, make sure it's in it's own field.

3) Click save.

4) Re-enable the sync.

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Some businesses using Marketo find it necessary to use multiple domains in their instance.  This allows them to have some of their landing pages branded with one product or division within their business, or even another company name altogether.  As long as you control both of the domains you want to add to your Marketo instance, then you can add as many as you'd like.


The article below will walk you through setting up the additional CNAMES, but I want to take a look at the most common question I get about this process.


"How do I choose which CNAME to create the Landing Page under?"



This question is misleading, because when you add additional CNAMES to your instance you aren't compartmentalizing which pages get created or placed in which spaces.  Adding more CNAMES doesn't build a whole new room for you to make and store landing pages.  You're only cutting a new door into the same room where you landing pages live already.  This makes it so there are multiple pathways to get to all of the pages in your instance.


Basically, once your IT team creates the new CNAME and points it to your Marketo instance (, just like they did with the first one, then you'll add it into Admin as a domain alias, and all of your pages will be available from that CNAME as well as the original and any other aliases already set up.

Like this:


(Original CNAME)
(New Alias)  


Or this:

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You don't choose a CNAME, when creating the page.  All pages are created under the default/original CNAME, but they're all available from all Aliases as well.  Both of the urls above will take you to the same page, because both of the CNAMES are pointed to your Marketo instance (the room where all your pages are stored).


The choice comes when you decide which url to publish in your emails and give to your leads.  By handing out the url you want leads to use, you can decide which one they see, and which one they pass on to their friends and coworkers. The others urls will still exist, but if you never tell anyone about them then nobody will ever know.

Everyone knows that Marketo won't allow duplicates to be created, right?  But how does it work, and how do you find out what happened when you find yourself with duplicates?


First we'll talk about how and when it does work.


Deduplication works for three processes of lead creation in Marketo.


  • List Import
  • Form Fill-Out
  • Lead creation through API


All of these processes depend on the Email Address field as the main identification key, and when new data is submitted which includes an email address, Marketo will look through the lead records currently in your database for any record with a matching value in the Email Address field.  If it finds a record with the same Email Address value, then the other field values that are included in the incoming "bundle" will get written to the proper fields on that record.  If the process does not find a record with a match Email Address value, then a new record is created in your database and incoming information will be written to this record.  Done. Bam! New Leads!


Now, lets talk about when deduplication doesn't or can't work.


Because each of these processes relies on the Email Address field as the key piece of identification, it must be present on both sides for deduplication to work.  By that I mean that each bundle of information you submit to Marketo for lead creation must have an Email Address the system can check, and any record currently in your database at the time the bundle is submitted must have an Email Address to check against. If that field is not part of an incoming bundle, then a new lead will always be created.  If there are records in your database with blank Email Address fields, then incoming leads can't be checked against them.


A new lead may have the all the same information as the original, but if the email values don't match at the time the second lead is created then deduplication cannot occur.



How To Troubleshoot Duplicates


You can see here we have two duplicates.


The first was created Manually.


And the second was created through a list import 10 minutes later.


When assessing duplicates it's best to start by looking at the New Lead activity for each duplicate.  Marketo will not deduplicate lead information that is synced from your CRM (Salesforce, Microsoft Dynamics, etc).  It will take the CRM's word for it that the lead is valid and the information is good.  So if one of the duplicates was created by a process in Marketo, and the other was created by Salesforce or Dynamics, then you'll know why the duplication happened.  It's also possible to create leads manually in you Lead Database by clicking New from the bar at the top.  This process does not deduplicate against the leads already in your database, but if you're creating them manually then you'll most likely know if they're duplicates to start with.


The next step in troubleshooting is to look at the logs for any change in the Email Address field.  Remember that the Email Address values are only compared at the time the second lead is created, so if you find changes to the Email Address in the activity log of either duplicate, then you can be pretty sure they weren't the same to begin with.


We can see that our lead which was created through list import had a change made to the Email Address field after it was created.  This change was from [null] to "", and there weren't any other changes logged since the lead was created, so we can be sure that the lead was created without an email address.


These troubleshooting steps will help to identify the cause of any duplicate you have in your database, and help you to prevent duplicates in the future.

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