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  Market Support is here to help you with your issues in the quickest and most effective manner possible.  In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us.   First, have you searched the community for a solution? The best kind of support case is the one you don't have to submit.  The Marketing Nation Community is an expansive site with a lot of content.  Have you checked Product Docs or Support Solutions for a resolution to your problem?  Have you checked to see if there is a community discussion thread that covers your question?  The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems.   Second, what's the best way to reach Marketo Support? Marketo Support offers a variety of ways to reach our support team.  Depending on your issue, some of the support channels might be better suited than others.   Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support.       Marketo Support (Support) The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is.  These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you.   Spark customers can submit cases through the support portal only
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If you've received a Blacklist Notification this is because it was determined that you were the most recently active Support contact for the Marketo subscription.   When the Privacy team is notified of a blacklist issue regarding one of our customers we look at the most recent case that the customer has open with our Support team.  We follow this process to ensure that the notice goes to an active and engaged user of Marketo.  Typically the most recent Support contact is the right person to send these blacklist notifications.   This notification process is mostly automated so we can't identify a specific recipient of the alert, they will always go to the person who most recently submitted a Support case.  If no Support case has ever been submitted a member of Marketo's Privacy Team will chose the contact manually.   Additional Resources: Blacklist Deep Dive Abuse Report Deep Dive
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  Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from you company through the Marketo Support Portal.   You can access the support portal through your Marketo instance by selecting Help and Customer Support: You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password.)   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history.   From the My Cases navigation: You can access the following case views: Open – Cases that are being triaged by Support and pending Support’s response Closed – Cases that were created by you and are now closed Pending Fix – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date Company Closed – Cases that were created by you or your colleagues that are now closed Company Pending Fix – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Company Open (only viewable from Case List filter) - All open cases submitted for the account   To view specific case details, click a case number.   From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.     Reopen - You can reopen your case if you are not satisfied with the case resolution   Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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When a customer triggers a blacklisting on Marketo's shared IP range that customer is moved to a set of IPs we call the quarantined IP range.  We do this to protect the health of our shared network and ensure the best deliverability possible for all of our customers on that network.   If you have received a Blacklist Notification from Marketo reporting that you have triggered a blacklisting your Marketo account is now in the quarantined IP range.   While you are in the quarantined range it is possible that you may experience a slight decrease in your deliverability rates. The reason for this is that you are now sending from a range made up of senders that have also caused other blacklist issues. All customers have received a notice of the listing and are in the process of repairing their database.   There are two ways to be removed from the quarantined IP range: Follow the steps outlined in our Blacklist Remediation article.  Be sure to fill out the form referenced in the email alert to indicate that you have taken steps to mitigate the issue. Demonstrate clean sending behavior for 3 months. We remove senders from the quarantined IP range if they have not triggered any new listings in 3 months.   To ensure your best deliverability rates blacklist issues should be addressed right away to prevent further damage to your sending reputation.   Furthermore, if no action is taken to improve list hygiene the issue will likely recur. Marketo's Privacy Team strongly recommend following the Blacklist Remediation steps.   Additional Resources: Blacklist Deep Dive  
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Unfortunately, we can only provide you with whatever information the blacklist provided to us. This information should all be included in the notification email you received from us. If that notification did not contain any information about the email campaign that triggered the blacklist issue, please contact Support.   Additional Resources: Can you give me the spam trap address that triggered the listing? What is a spamtrap, or spam trap, and why does it matter? What is a blacklist? How does Marketo respond to blacklisting and spam notifications? Top blacklists - What you need to know Blacklist Remediation Successful Reconfirmation
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When using Marketo it is not a requirement to set up DNS text records for SPF and DKIM.  However, Marketo recommends setting up SPF and DKIM because it improves the deliverability of your mailings.  Configuring and implementing one or both of these records is a way to verify that the server sending your mail is authorized to do so.   If a recipient domain is configured to check for SPF and/or DKIM and those DNS records are available and your mail passes the SPF/DKIM check, it further reinforces its good reputation.  Not implementing SPF/DKIM records does not add to or subtract from its reputation, it’s just not there.   Please note, not all domains check for SPF/DKIM and if this is the case, again, the presence of these records does not add or subtract from your mail’s deliverability. There is no negative effect to setting up these records, and it can improve your deliverability.  It is for these reasons that Marketo recommends setting up these DNS records and configuring their use in your instance of Marketo.   For more information on how to set up and configure SPF/DKIM, please read our KB article here.
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Issue Issue Description An email was sent to leads but immediately returned an 'Email Bounced Soft' Activity Type with the Activity Details stating: ' Details:  Empty address: []'   Solution Issue Resolution This is due to a token used in the 'From Address' Field in the Email editor that does not have a valid value or valid default value. For example: {{lead.Partner Email:default=edit me}} The Record's field value for 'Partner Email' is Empty. As there is no value for the record the token would use the default value 'edit me' which is not a valid value. A valid value must be an email string format such as mark@eto.com  
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Issue Is there a limit as to how many domains can be added when adding domains to Marketo Admin > Email > SPF/DKIM     Solution You are able to add as many domains as you wish to the Admin > Email > SPF/DKIM.  The basic requirement is that you have control over the domain DNS.
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Issue You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. Solution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field.  A more accurate name for this field would probably be "This email was suspended at some point in its history."  The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field.  If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance.  However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting.  It is not possible to set "Email Suspended" to "false" once it has been set to "true."  The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce.    
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Issue An email hard bounces with reason "551 5.7.0 [internal] recipient blackholed".  The person is automatically marked as Email Invalid as a result.     Solution Blackholed addresses are those that Marketo have identified as spam traps, or those that have requested the Marketo Privacy team to block all Marketo originating emails.        
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Issue You see a soft bounce on a lead and in the details you see it show System send failure: Reply-To address parse error (value of the address) Solution Confirm the tokens you are using are for the proper field and that the value for the field is an email address. The parse error occurs when we cannot generate or create a proper email address in the From Email or the Reply To Email fields. The error will show in the parenthesis the value we tried to put in .. For example Service Department is in the parenthesis, this would be an example of a incorrect field being used.
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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.        
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Issue Description The exact distinction between the "Email Bounces" and "Email Bounces Soft" filter and trigger is unclear. Issue Resolution The “Email Bounces” trigger or filter will look only at hard bounces, where Marketo received a definitive "No" from the target server. The “Email Bounces Soft” trigger or filter only looks at soft bounces, which occur when we are unable to deliver the email, but did not receive a rejection from the target server. You can use both filters with "OR" logic in order to look at all bounces.
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Issue Description An email hard bounces with reason "551 5.7.0 [internal] recipient blackholed".  The person is automatically marked as Email Invalid as a result.   Issue Resolution Blackholed addresses are those that Marketo have identified as spam traps, or those that have requested the Marketo Privacy team to block all Marketo originating emails.     Is this article helpful ? YesNo
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Issue Description You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not.   Issue Resolution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field.  A more accurate name for this field would probably be "This email was suspended at some point in its history."  The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field.  If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance.  However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting.  It is not possible to set "Email Suspended" to "false" once it has been set to "true."  The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce. Is this article helpful ? YesNo
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Syntax Recommendations Common Look Up mechanisms a: mx: include: ip4: ip6: exists: ptr: all Common Modifiers redirect= exp= An A Record must ALWAYS contain IP address (map host to IP) CNAME (Alias) must contain hostnames. No IPs here NS an MX records must contain host names. No IPs allowed. MX records (for mail servers)  should contain hostnames NOT IPs. Too Many Mechanisms Section 10.1, "Processing Limits" of the SPF RFC 4408 specifies the following in regards to DNS lookups: SPF implementations MUST limit the number of mechanisms and modifiers that do DNS lookups to at most 10 per SPF check, including any lookups caused by the use of the "include" mechanism or the "redirect" modifier.  If this number is exceeded during a check, a PermError MUST be returned.  The "include", "a", "mx", "ptr", and "exists" mechanisms as well as the "redirect" modifier do count against this limit.  The "all", "ip4", and "ip6" mechanisms do not require DNS lookups and therefore do not count against this limit. The "exp" modifier does not count against this limit because the DNS lookup to fetch the explanation string occurs after the SPF record has been evaluated. This limit is in place to prevent SPF lookups from being a useful avenue for Denial of Service attacks. Using an example SPF record as an example to illustrate, this record was breaking with 12 look-ups: example.com text = "v=spf1 include:_spf-a.example.com include:_spf-b. example .com include:_spf-c. example .com include:_spf-ssg-a. example .com include:spf-a.another example .com ip4:131.107.115.215 ip4:131.107.115.214 ip4:205.248.106.64 ip4:205.248.106.30 ip4:205.248.106.32 ~all" [ 5 mechanisms] _spf-a.example.com   text = "v=spf1 ip4:216.99.5.67 ip4:216.99.5.68 ip4:202.177.148.100 ip4:203.122.32.250 ip4:202.177.148.110 ip4:213.199.128.139 ip4:213.199.128.145 ip4:207.46.50.72 ip4:207.46.50.82 a:mh. example .m0.net ~all"  [ +1 = 6 mechanisms] mh.example.m0.net a = 209.11.164.116 _spf-b.example.com text = "v=spf1 include:spf.messaging.example.com ip4:207.46.22.35 ip4:207.46.22.98 ip4:207.46.22.101 ip4:131.107.1.27 ip4:131.107.1.17 ip4:131.107.65.22 ip4:131.107.65.131 ip4:131.107.1.101 ip4:131.107.1.102 ip4:217.77.141.52 ip4:217.77.141.59 ~all" [+1 = 7 mechanisms] spf.messaging.example.com text = "v=spf1 include:spfa.another example .com include:spfb.anotherexaple.com include:spfc.anotherexample.com -all"  [+3 = 10 mechanisms] spfa.anotherexample.com   text = "v=spf1 ip4:157.55.116.128/26 ip4:157.55.133.0/24 ip4:157.55.158.0/23 ip4:157.55.234.0/24 ip4:157.56.112.0/24 ip4:157.56.116.0/25 ip4:157.56.120.0/25 ip4:207.46.100.0/24 ip4:207.46.108.0/25 ip4:207.46.163.0/24 ip4:134.170.140.0/24 ip4:157.56.110.0/23 -all" [+0 = 10 mechanisms] spfb.anotherexample.com   text = "v=spf1 ip4:207.46.51.64/26 ip4:213.199.154.0/24 ip4:213.199.180.128/26 ip4:216.32.180.0/23 ip4:64.4.22.64/26 ip4:65.55.83.128/27 ip4:65.55.169.0/24 ip4:65.55.88.0/24 ip4:94.245.120.64/26 ip4:131.107.0.0/16 ip4:157.56.73.0/24 ip4:134.170.132.0/24 -all" [+0 = 10 mechanisms] spfc.anotherexample.com   text = "v=spf1 ip4:207.46.101.128/26 ip6:2a01:111:f400:7c00::/54 ip6:2a01:111:f400:fc00::/54 ip4:157.56.87.192/26 ip4:157.55.40.32/27 ip4:157.56.123.0/27 ip4:157.56.91.0/27 ip4:157.55.206.0/24 ip4:157.55.207.0/24 ip4:157.56.206.0/23 ip4:157.56.208.0/22 -all" [ +0 = 10 mechanisms] _spf-c.example.com   text = "v=spf1 ip4:203.32.4.25 ip4:213.199.138.181 ip4:213.199.138.191 ip4:207.46.52.71 ip4:207.46.52.79 ip4:131.107.1.18 ip4:131.107.1.19 ip4:131.107.1.20 ip4:131.107.1.48 ip4:131.107.1.56 ip4:86.61.88.25 ip4:131.107.1.44 ip4:131.107.1.37 ~all" [+0 = 10 mechanisms] _spf-ssg-a.example.com   text = "v=spf1 include:_spf-ssg-b.example.com include:_spf-ssg-c. example .com ~all"  [+2 = 12 mechanisms] _spf-ssg-b.example.com   text = "v=spf1 ip4:207.68.169.173/30 ip4:207.68.176.1/26 ip4:207.46.132.129/27 ip4:207.68.176.97/27 ip4:65.55.238.129/26 ip4:207.46.222.193/26 ip4:207.46.116.135/29 ip4:65.55.178.129/27 ip4:213.199.161.129/27 ip4:65.55.33.70/28 ~all"  [+0 = 12 mechanisms] _spf-ssg-c.example.com text = "v=spf1 ip4:65.54.121.123/29 ip4:65.55.81.53/28 ip4:65.55.234.192/26 ip4:207.46.200.0/27 ip4:65.55.52.224/27 ip4:94.245.112.10/31 ip4:94.245.112.0/27 ip4:111.221.26.0/27 ip4:207.46.50.221/26 ip4:207.46.50.224 ~all" [+0 = 12 mechanisms] spf-a.secondexample.com   text = "v=spf1 ip4:157.55.0.192/26 ip4:157.55.1.128/26 ip4:157.55.2.0/25 ip4:65.54.190.0/24 ip4:65.54.51.64/26 ip4:65.54.61.64/26 ip4:65.55.111.0/24 ip4:65.55.116.0/25 ip4:65.55.34.0/24 ip4:65.55.90.0/24 ip4:65.54.241.0/24 ip4:207.46.117.0/24 ~all" [+0 = 12 mechanisms] Character String Too Long 255 character limitation in a single string https://kb.isc.org/article/AA-00356/0/Can-I-have-a-TXT-or-SPF-record-longer-than-255-characters.html http://www.string-functions.com/length.aspx You may have more than 255 characters of data in a TXT or SPF record, but not more than 255 characters in a single string. If you attempt to create an SPF or TXT record with a long string (>255 characters) in it, BIND will give an error (e.g. "invalid rdata format: ran out of space".)  Strings in SPF and TXT records should be no longer than 255 characters.  However to get around this limitation, per RFC 4408 a TXT or SPF record is allowed to contain multiple strings, which should be concatenated together by the reading application.  In the case of use for SPF (using either TXT or SPF RRs) the strings are concatenated together without spaces as described below.  Reassembly by other applications of multiple strings stored in TXT records might work differently. 3.1.3. Multiple Strings in a Single DNS record As defined in [RFC1035] sections 3.3.14 and 3.3, a single text DNS record (either TXT or SPF RR types) can be composed of more than one string. If a published record contains multiple strings, then the record MUST be treated as if those strings are concatenated together without adding spaces. For example: IN TXT "v=spf1 .... first" "second string..." MUST be treated as equivalent to IN TXT "v=spf1 .... firstsecond string..." SPF or TXT records containing multiple strings are useful in constructing records that would exceed the 255-byte maximum length of a string within a single TXT or SPF RR record. EXAMPLE text = "v=spf1 ip4:199.15.212.0/22 ip4:72.3.185.0/24 ip4:72.32.154.0/24 ip4:72.32.217.0/24 ip4:72.32.243.0/24 ip4:94.236.119.0/26  ip4:37.188.97.188/32 ip4:185.28.196.0/22 ~all“ text = "v=spf1 ip4:199.15.212.0/22“ " ip4:72.3.185.0/24 ip4:72.32.154.0/24 ip4:72.32.217.0/24" " ip4:72.32.243.0/24 ip4:94.236.119.0/26" " ip4:37.188.97.188/32 ip4:185.28.196.0/22 ~all" Null Records in the SPF Record A record that is NULL or that does not exist will break an SPF record.  Syntax within the record is very important, if there are extra spaces between mechanisms it will count as NULL. EXAMPLE text = "v=spf1 ip4:199.15.212.0/22 “ <- accurate text = "v=spf1 ip4: 199.15.212.0/22 “ <- NULL (NOTE the space between IP4: and the IP) Repetitive Records in the SPF Record - Void Lookups If there are too many repetitive mechanisms in the SPF record, including records that cascade (for example when using "include:") the record will break. There is a MAX of 2 void look ups in an SPF record.  More than that and the record will break.  This prevents SPF records from being used in Denial of Service style attacks. Validation Tools SPF checker, syntax validator and SPF tester http://www.kitterman.com/spf/validate.html SPF checker http://vamsoft.com/support/tools/spf-policy-tester SPF validator http://vamsoft.com/support/tools/spf-syntax-validator CIDR Calculator http://www.subnet-calculator.com/cidr.php Nslookup http://network-tools.com/nslook/ SPF creation wizard http://www.microsoft.com/mscorp/safety/content/technologies/senderid/wizard/ Common SPF errors http://www.openspf.org/FAQ/Common_mistakes SPF syntax definitions http://www.openspf.org/SPF_Record_Syntax
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When using Marketo it is not a requirement to set up DNS text records for SPF and DKIM.  However, Marketo recommends setting up SPF and DKIM because it improves the deliverability of your mailings.  Configuring and implementing one or both of these records is a way to verify that the server sending your mail is authorized to do so. If a recipient domain is configured to check for SPF and/or DKIM and those DNS records are available and your mail passes the SPF/DKIM check, it further reinforces its good reputation.  Not implementing SPF/DKIM records does not add to or subtract from its reputation, it’s just not there. Please note, not all domains check for SPF/DKIM and if this is the case, again, the presence of these records does not add or subtract from your mail’s deliverability. There is no negative effect to setting up these records, and it can improve your deliverability.  It is for these reasons that Marketo recommends setting up these DNS records and configuring their use in your instance of Marketo. For more information on how to set up and configure SPF/DKIM, please read our KB article here.
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When a customer triggers a blacklisting on Marketo's shared IP range that customer is moved to a set of IPs we call the quarantined IP range.  We do this to protect the health of our shared network and ensure the best deliverability possible for all of our customers on that network. If you have received a Blacklist Notification from Marketo reporting that you have triggered a blacklisting your Marketo account is now in the quarantined IP range. While you are in the quarantined range it is possible that you may experience a slight decrease in your deliverability rates. The reason for this is that you are now sending from a range made up of senders that have also caused other blacklist issues. All customers have received a notice of the listing and are in the process of repairing their database. There are two ways to be removed from the quarantined IP range: Follow the steps outlined in our Blacklist Remediation article.  Be sure to fill out the form referenced in the email alert to indicate that you have taken steps to mitigate the issue. Demonstrate clean sending behavior for 3 months. We remove senders from the quarantined IP range if they have not triggered any new listings in 3 months. To ensure your best deliverability rates blacklist issues should be addressed right away to prevent further damage to your sending reputation.   Furthermore, if no action is taken to improve list hygiene the issue will likely recur. Marketo's Privacy Team strongly recommend following the Blacklist Remediation steps. Additional Resources: Blacklist Deep Dive​
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For a list of blacklists worth paying close attention to visit our article Top blacklists - What you need to know.
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An email being filtered to a quarantine or bulk mail folder happens after the recipient mail server has accepted message.  Once an email has been accepted by a mail server, it is impossible to tell where it went or what happened to it.  Note that this is true of any mail sent by any system on the Internet. Every mail server has configurable filters that determine how received mail will be handled.  The mail server administrator should be able to adjust those filters to ensure delivery of emails based on their business standards, or there may even be end-user-configurable controls that can accomplish the same thing. If test mailings you are sending to yourself or your colleagues are being filtered to a quarantine or bulk mail folder, you should consider asking your email administrator to whitelist Marketo’s IP ranges.  They can be found here . You can also improve your deliverability in general by setting up SPF and DKIM records , setting up a custom DKIM signature and branding your tracking links .
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