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Issue After adding an IFrame to an email in the Marketo email editor, the IFrame seems to disappear when you view the email in an email client (such as Outlook, Apple Mail, or Gmail).     Solution The reason why you can see the IFrame in Marketo but not in your email client is because not all email clients support IFrames. If yours does not support them, the IFrame will be blocked and will not appear in the email. You can try viewing the email in another email client to see the IFrame.
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Issue Clicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email. Solution This can occur if there are no editable sections in the email asset. Only in editable sections of an email will be copied over to the Text version of an email. Here is additional documentation: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.    
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Issue Marketo Forms embedded on non-Marketo web page do not show up when using Firefox private browsing.   Solution Marketo forms and Munchkin tracking are inserted into non-Marketo pages via Javascript. If the browser privacy settings block the script from executing, Marketo forms and tracking will not work.  Marketo is not able to override a customer's browser security settings. The alternatives are as follows: Create a non-Marketo form on the web page Use a backend form submission to push the info in the form into Marketo. Instructions for doing so can be found here: http://developers.marketo.com/blog/make-a-marketo-form-submission-in-the-background/  
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Issue How to move Design Studio assets when migrating to a new instance. Solution Clone the assets into a Program, then import the Program into the new instance. For Forms, make sure the fields also exist in the destination instance. Same for Lead tokens in Emails/LPs. Dynamic Content & snippets are not supported in Program Import.
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Issue Using a browser with JavaScript disabled causes display and validation problems with Marketo forms.     Solution When JavaScript is disabled in a browser, it can cause a couple of different behaviors. For embedded forms, the form will not load on the page because it is loaded by JavaScript. For non-embedded forms on a Marketo landing page, the form will load but it will be a bare bones version of the form that does not validate field input, because validation is handled by JavaScript. If you want to display a message to users with JavaScript disabled, you can use the “noscript” tag to display a message that prompts users to enable it in order to render the page correctly: https://www.w3schools.com/tags/tag_noscript.asp Here’s an example using that with an embedded form: <script src="//app-sjst.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1001"></form> <script>MktoForms2.loadForm("//app-sjst.marketo.com", "507-ILX-247", 1001);</script> <noscript>You have JavaScript disabled! Please enable JavaScript for the best experience on this site.</noscript>   For a Marketo landing page, I added an HTML Element with just the last line from the example above: <noscript>You have JavaScript disabled! Please enable JavaScript for the best experience on this site.</noscript>   Alternatively, you can use a redirect solution like this, which will send users with JavaScript disabled to another page: <html> <head> <noscript> <meta http-equiv="refresh" content="0; URL=http://www.marketo.com"> </noscript> </head> <body> <p>Fancy redirect page if JavaScript is not detected.</p> </body> </html>  
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Issue After setting up visibility rules on a form, you are not seeing the dynamic values for the field when you are testing the form. Solution The most likely reason that the dynamic values are not displaying is because of a discrepancy between the visibility rules and the field values. The value for the visibility rule must match the field values.   Example: A common example of this is Country/State dynamic visibility. Based on the Country selected, the State field will show with dynamic values. So say that on the form, there are 50 values for the State field and there are also specific values under the visibility rules that are associated with the Country selection. It is likely that the values in the visibility rules do not match up with these 50 field values. If you select US and the dynamic values are the full State names, such as California, but the value in the State field is CA, the visibility rules will be attempting to display a value that does not exist.   The solution is to either change the visibility rules' values, or change the field values, so that the values match.    
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Issue The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview.     Solution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. When you send a Sample Email, you can test everything as if you are the customer including the system tokens {{system.viewAsWebpageLink}} .
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Question: How do I add a link to my lead/contact's Salesforce detail page when sending an alert from Marketo?   Answer: If the lead or contact is in both Marketo and Salesforce at the time when the alert email is sent, then the link to the Salesforce detail page will be automatically appended to the alert email sent by Marketo.   Note You will need to use the "Send Alert Info" token within your Alert email while designing your email in the Design Studio of Marketo. This is a article attached image Below is what the generated alert looks like once it is sent from Marketo (note the link to the Salesforce detail page is automatically inserted):   This is a article attached image   Note if the lead or contact is not in Salesforce then there is no link to the Salesforce detail page:   This is a article attached image
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Question: I have leads that are getting created without providing information for fields which I have made required.   Answer: Marketo's field validation makes use of javascript. Most browsers have javascript enabled by default so this should be fairly rare, but a user could change their settings and turn javascript off. This would allow them to submit a form without providing all the required information.    This situation may also occur if a lead submits the first progressive profiling form and subsequently submits a second form with different questions, while also changing the email address (indicating either a different person using the same PC or the same person with two email addresses). Marketo will generate a new lead record, but it won't include the data captured in the first form. To identify if this is the case, examine the "Fills Out Form" activity and check if there is data submitted from a later progressive profile form. If so, this is likely the cause. To address this issue, follow these steps: Create a smart list with an Anonymous IP filter. Enter the anonymous IP address of the lead. The smart list may identify multiple records associated with the anonymous IP address. Merge or manually update the records as needed based on the identified information. By following these steps, you can reconcile the data and ensure that the lead records are appropriately managed.
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Issue You want to break the link between an email and the template originally used to create it.   Solution If you need to delete an email template, or if you need to break the relationship between a template and an email to prevent template changes from affecting the email, you can do the following.   Open the email in the Email Editor If you have Email 2.0, click Edit Code.  If you have the legacy Email Editor, click Email Actions > HTML Tools > Replace HTML.  This will allow you to directly edit the HTML for the email. Make a small edit to the email's HTML outside of the mkteditable sections. Save your changes.  If you are concerned that the edit you made will affect the email, you can save the change, re-edit to undo the change, then save again. When you go back to the summary page for the email, the Template: line should now say "None". PLEASE NOTE: It is not possible to reverse this change.  They link between the email and the template cannot be re-established once it is broken.      
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Issue Issue Description Google is changing production of their robots.txt parser to an open source format and removing support for some widely used but unsupported  code:   In the interest of maintaining a healthy ecosystem and preparing for potential future open source releases, we're retiring all code that handles unsupported and unpublished rules (such as noindex) on September 1, 2019. For those of you who relied on the noindex indexing directive in the robots.txt file, which controls crawling, there are a number of alternative options:   -Link to Blog Post from Google: https://webmasters.googleblog.com/2019/07/a-note-on-unsupported-rules-in-robotstxt.html?m=1     Solution Issue Resolution This should not affect any Marketo Landing pages if the Noindex, NoFollow code has been put in the Robots meta tags as per the documentation: https://developers.marketo.com/blog/block-crawling-and-search-indexing-of-a-marketo-landing-page/ This will only affect your landing pages if NoIndex, NoFollow are in the robots.txt file and not in the header meta tags.
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Issue Issue Description Get the error 'Cannot get email content- Customer does not belong to any POD' when the URL from the 'view as webpage' link is forwarded for review     Solution Issue Resolution This is expected behavior as of the 2019Q1 release. After clicking on the view as webpage link, the mkt_tok value will be removed. Attempts at sharing the URL after this point will fail. The mkt_tok value should not be shared. It uniquely identifies the recipient.  This is a security enhancement.  The preferred method is to use Send Sample to send the email to teammates, or forward the email.
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Issue When you click on ‘Forward to Friend’ link on an email template, it redirects you to the below 404 error page.   This is a article attached image     Solution The ‘Forward to Friend’ link will work only in a sent email and not on an email template. To test this functionality, you need to create an email using the template which contains "Forward to Friend’ link and then send the email to your test lead using a run action.  It will not work properly with a send sample. Open the email and click on the "Forward to Friend" link. Once clicked the email will open on a webpage and then the below "Forward to Friend" box will be visible.   This is a article attached image   To know more about "Forward to Friend", refer the below document.   http://docs.marketo.com/display/public/DOCS/%27Forward+to+a+Friend+Link%27+in+Emails    
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Issue An embedded Marketo form on your company website showed up in the past, but is now not showing on the page.     Solution Embedded forms may not show if you have mixed content on your website (meaning that your website is using HTTPS, but the embedded form from Marketo is using HTTP). To resolve this, you need to ensure the content from Marketo is also using a secure connection. You can purchase an SSL certificate to use for your Marketo forms by contacting your Customer Success Manager/Sales Account Manager.    
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Issue Embedded Marketo form not visible in Firefox Private Browsing mode. Solution Firefox's private mode will be enabled by default. When you embed a Marketo form in your own webpages and view it in Firefox's private mode, it will disable the Javascript as part of the tracking protection of this browser. JavaScript is needed for the forms to appear on the landing pages or webpages. The "Tracking Protection" in the Firefox browser will need to be deactivated for the form to appear. Here is an article from FireFox regarding the Tracking Protection: https://support.mozilla.org/en-US/kb/tracking-protection    
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Issue Marketo forms that are embedded on external web pages see loading errors. Examples of this could be that the fields load with delay, or once submitted the form lags before moving to a follow up page.     Solution Two things to check: Is there custom CSS in your form? Is the embed code on your form customized?   Isolate the cause You can isolate the root of the lag by testing your form on a Marketo Landing Page   1. Locate the embedded form with in your instance 2. Build a landing page to test the form: Landing Page with a Form 3. Place your form on the new testing landing page, approve the page and close it. 4. Load the Landing Page using the URL   If the form loads with no delay, the issue lies with the embed code used to push the form onto the external page. Please work with your custom developer to find a resolution.   If the form is loading with a delay (and there is custom CSS):   1. Clone your form 2. Remove any custom CSS from with in the form 3. Build a landing page to test the form: Landing Page with a Form 4. Place your form on the new testing landing page, approve the page and close it. 5. Load the Landing Page using the URL   If you are not seeing any loading errors, the issue lies with in the custom CSS of your form. Please work with your custom coder to improve the loading speed of your form. Note: Occasionally, incorporating the form embed script into containers (custom coding) and utilizing custom JavaScript may lead to delays in form functionality. In such instances, it is recommended to collaborate with your developer to identify a solution, as Marketo Support does not troubleshoot issues specifically related to custom coding. If you are still seeing lag errors on your form loading on the Marketo Page, please submit a ticket with support@marketo.com    
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Issue Updating an Email Template is creating a draft for existing emails without the desired changes     Solution When changes are made to an Email Template in the Design Studio that is already in use and those changes are approved, it will create a Draft for any existing Email that was created from that Template. If the draft is not reflecting changes you would like to see made, you may have included the changes within a mktEditable or Editable class <div> tag. The content within a mktEditable class element within an email template are ignored from any changes as they are considered to be "default content". Any content within these elements will not see any changes made to them based on changes to the template, and will only be seen when creating a new Email asset. You can update an editable section to remove it's editable status, however this will remove any changes to the content done in any email. You can see which elements can be classified as Editable here: https://docs.marketo.com/display/public/DOCS/Email+Template+Syntax    
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Issue When forwarding email that was received via Marketo to other people, the email does not render the same in the recipient's email client. Solution This can happen when forwarding emails, as the email rendering capabilities depend upon the email client that recipient uses. HTML and CSS can be interpreted differently by different email clients. As noted in the comment below Some clients' HTML parsers don't understand all types of markup, for example an HTML4-level client will not recognize HTML5 elements. Some HTML elements and CSS rules are deliberately ignored, even if the underlying parser and (in the case of webmail) browser supports them completely The HTML markup is can be changed, sometimes drastically, from the original markup before being displayed for security reasons   With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. Marketo Support is not set up to assist with troubleshooting custom code as we are not web developers. We would suggest that you consult with an HTML/CSS designer to make these changes. To ensure that the existing email templates are coded to comply with different email clients, it is advisable to consult with a web developer/designer to review the code. Here is a guide that you may find helpful: https://www.campaignmonitor.com/css Furthermore, even if the clients are the same, the act of forwarding an email can itself change the HTML of the email.  However, Marketo does have a workaround for this. You would just need to put the ‘Forward to Friend' link directly into an email and when the person forwards the email using this link, there is a reduced possibility of the rendering issue occurring.  It also adds the forwarded email address to your Lead Database as an unsubscribed lead. The below article covers adding the ‘Forward to Friend’ link to your emails https://docs.marketo.com/display/DOCS/'Forward+to+a+Friend+Link'+in+Emails    
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Issue The same email looks different in different email clients, and does not match what is shown in the Email Previewer.     Solution Different browsers and email clients render HTML and CSS differently. While there are standards set forth by W3C, there is room for flexibility. At a high level, it is expected for emails to look different, even within the same platform such as Outlook 2013 vs Outlook 2010. With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. You should consult with an HTML/CSS designer to make these changes. In all likelihood, the issue is related to how Outlook(or any other email client) is rendering the email and reviewing the Outlook settings as well as email and template code should resolve any issues customers are experiencing as when we send test emails to both outlook and gmail both are generally rendered differently (gmail seems a bit fine though). FAQs Where should I start trying to determine whether this is a Marketo or Outlook issue? In most cases if the email is loading within another email client without issue then Outlook would be the best location to review. Is there a way for me to see if it is a template problem? Yes, does the issue occur when an email is created and sent with another template? What are the steps to troubleshoot? In general, to provide the most accurate troubleshooting steps, a bit more information will be helpful. I have provided a few general tips below which may be helpful. As a rule of thumb, Outlook sometimes requires custom coding to appear as it does in other email clients since they use their own word engine to render the html. If the images when they are downloaded are not displaying as expected, we would typically recommend reviewing any code in the email since Outlook uses its word engine to render html and additional code may be needed for Outlook specifically as a result. A developer may be required to implement any custom code required to display the emails as expected. You may consider reaching out to the Community to understand what other users have done to overcome similar obstacles. I have provided a few links below which may be relevant. Is there any reference Documentation ? https://nation.marketo.com/docs/DOC-4765-why-does-my-email-looks-different-on-various-version-of-the-same-platform-like-outlook HTML Email Display in Outlook Marketo emails don't render properly in MS Outlook app for iOS Re: Help - My Emails Look Terrible in Outlook 2016 Here are a few resources that may help with Outlook rendering issues: It’s Not You, It’s Outlook – The Complete Guide for Email Marketers http://www.verticalresponse.com/blog/its-not-you-its-outlook-the-complete-guide-for-email-marketers/ Gallery of Common Outlook Rendering Issues Gallery of Common Outlook Rendering Issues MICROSOFT OUTLOOK CONDITIONAL STATEMENTS http://labs.actionrocket.co/microsoft-outlook-conditional-statements Outlook 2007/2010/2013/2016 and Word HTML http://www.howto-outlook.com/faq/wordhtml.htm 12 Techniques for Excellent Emails in Outlook.com How to Create Excellent Emails for Outlook.com A Guide to Rendering Differences in Microsoft Outlook Clients https://litmus.com/blog/a-guide-to-rendering-differences-in-microsoft-outlook-clients Surface Pro 3 and Outlook Email Rendering Redirecting
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Issue You have a tracked link in an email. When the email is received, the link breaks and doesn't redirect to the desired page. The link works perfectly when the tracking is disabled. Solution The server hosting the link might not accept parameters, or might limit the number of characters in the parameter, etc. When tracking is enabled, Marketo adds mkt_tok=manymanycharacters. The issue could be either the page does not accept parameters at all, or does not accept such long parameters. You might need to reach out to the developers of that page and investigate this. Our suggestion is to have “track link” checked but not the “Include mkt_tok”. Unchecking just Include mkt_tok will still allow the link to be tracked, but after redirect, the destination URL will not include the mkt_tok query string parameter.
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