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Issue Clicking a tracked link in an email either leads to a 404 page or the fallback page. Environment Tracked links Tokens Specific Characters: "#", "$", unbalanced brackets "{" or "}" Solution Do not use the following characters "#", "$", unbalanced brackets "{" or "}" in a link that is tracked when using a token as well. For example: www.google.com/ebook-download.html?ebook={{lead.ebook}}# This will not work and will either direct to a 404 page or redirect to fallback page. When hovering over the link you will see that it is not a normal tokenized link, it will contain something along the lines of: $mktEncrypt.encrypt($mkturl2)/<random characters> Root Cause When using tokens in the url of a tracked link, the email is processed and the tokens are substituted and populated with the correct information. The engine that assembles this information have some characters reserved for use such as #.
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Issue Issue Description When validating the HTML of a template, you receive an error of 'Error: Nested Editable Element: ...' with the id of the element following causing you to not be able to approve the template.   Solution Issue Resolution This is due to having an element with a 'mkto...' class nested inside another element with a 'mkto...' class. Below is an example:    <div class="mktEditable">      <div class="mktEditable"></div> </div>   You will need to remove the 'mkto...' class reference from one of the elements to be able to pass validation and approve the draft as in the corrected example below:    <div class="mktEditable">      <div class="newClassName"></div> </div>  
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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 The subject line for an email sent out to leads did not match what was set for an approved email.   Solution The email may have Dynamic Subject Lines enabled. Dynamic Subject Lines allow you to set dynamic content for the subject line based on the Segmentation of your leads. Visit our Documentation for further information about segments and dynamic content. Segments: Create a segmentation Dynamic Content: Using Dynamic Content in an email The issue can be resolved by converting the subject line to a Static Subject Line. A Static Subject Line is a single line of content that will send out to any recipient of your email, regardless of their segmentation. You can do so by doing the following:   Click on the Subject Line to bring up the Subject Line edit buttons. Click the Make Static button
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Issue Is there a way to prevent opening a new browser window when a mailto/email address link in an email is clicked? Solution The reason why the link clicked in an email redirects to a new browser window occurs is because the link is a tracked link. As per design of Marketo tracked links, they are required to be loaded in a browser first which is why the mailtolink/email address clicked is loading in the browser first. If you wish to load the link clicked in the same window and not redirect to a new browser window, you will need to disable tracking on the link. https://docs.marketo.com/display/public/DOCS/Disable+Tracking+for+an+Email+Link    
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Issue A landing page is taking a significant time to load. Solution The load time of a landing page is generally due to resources that have a large file size or due to third-party scripts. This can be identified by using tools like https://tools.pingdom.com/ that breaks down the loading time of individual resources and scripts within a landing page. Another way to inspect the loading time of resources and scripts within a landing page is using the network feature of the developer tools in Google Chrome, Firefox, Safari or any other web browser: https://developers.google.com/web/tools/chrome-devtools/network-performance/reference https://developer.mozilla.org/en-US/docs/Tools/Network_Monitor https://developer.apple.com/safari/tools/    
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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 You have multiple domains for your landing page CNAMES and want to choose which one is used for a landing page. Solution First, you will need to make sure your secondary domains are set up with a CNAME and a domain alias. You don't choose a domain when creating the page.  All pages are created under the default/original landing page domain, but they're all available from all domain aliases as well. Swapping out the default domain with the domain alias in the URL will take you to the same page.  You find more detail on this here - Multiple Domains (CNAMEs) in a Single Marketo Instance  
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Issue What is the difference between mktNoTrack and  mktNoTok? Solution Adding the mktNoTrack class to an email link tells Marketo not to add a tracking link to the URL. Without the tracking link, the recipient is not redirected through the tracking server before going to the target URL. Use this when you specifically don't want to track Clicked Link in Email events in the Marketo database. Adding the mktNoTok class to an email link tells Marketo not to add the _mkt_tok parameter to the target link.  Used when the target link does not behave properly, for example, a mailto: link that should not have extraneous URL info or a static file that won't download when there are query parameters. The click activity will still be tracked, but the associated lead info will not be carried onto the page for use in functions such as form prefill.
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Issue When you send an email that was cloned from a previous campaign and updated, the sent email shows the old content rather than the new content. Solution This can be caused by Dynamic Content in the email.  If you clone an email with Dynamic Content but only update the default content, then the old content will be sent to leads who are not part of the default segmentation.  Open the email in the editor and see what email elements are displayed in the Dynamic tab.     Check the different segments in the editor and see which ones have the old content. You can update the dynamic content for each segment or simply make the content static, which will make the email use the default content for all leads.    
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Issue Issue Description "${button-link}" appears on the Email Link Performance report in place of the URL the buttons point to.     Solution Issue Resolution To stop this "${button-link}" from appearing on the reports, edit the text version of the emails to replace the "${button-link}" with the URL the button points to. This occurs because the text version of the email didn't get edited to provide a valid button link. The "${button-link}" value is part of HTML templates and if the setting 'Copy HTML to Text version of email' is checked then those values get copied across. From there, if the text version doesn't get edited or reviewed after that copy over happens, tracked links for "http://${button-link}?mkt_tok=..." will be sent out for those leads that get the text version of the email in place of the URL the button points to. The next question after hearing this solution is often, "If this is just for the text version, who is reading the text version of emails?", and the answer is that it's probably automated link scanners or security software visiting the link and triggering the click to show on reports. 
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Want to gauge how many leads clicked through a link you have in your social media or other outlets? This can be done using URL Parameters at the end of the URLs you use. Basically, you just add a little bit of code to the end of the hyperlinked URL. When leads click through and arrive at your Landing Page, that code can be captured into a hidden Form field. Here’s how to do it.   Quick Overview of URL Parameters In the structure of a URL, there are two main parts. The first part is used for navigation, and the second part is used to pass data along. The two parts are separated by a question mark. For example, let’s look at this URL:   www.myawesomewebsite.com?URLParameter=ThisIsAParameter   The first part of the URL, “www.myawesomewebsite.com” is the main part of the URL used for navigation. The whole rest of the URL from the question mark on, “?URLParameter=ThisIsAParameter” is referred to as a querystring. It isn’t needed for navigation to the page specified, but can be used to pass the extra data you want to include.   This is a article attached image   The querystring contains the URL Parameters, which are used to push data into the hidden Form fields. In the querystring “?URLParameter=ThisIsAParameter” used here, “URLParameter” corresponds to the name of the parameter you use when designating the value for the hidden Form field, and “ThisIsAParameter” will be the value that is actually entered into that field. You can add additional values into additional other fields by adding those into the format of the URL separated by an ampersand like this:   www.myawesomewebsite.com?URLParameter=ThisIsAParameter&URLParameter2=ThisIsValue2&URLParameter3=ThisIsValue3   In this example, you’ve got the same initial value being pushed into the first hidden field, but now two more hidden fields will store the next two values as well. The name of the parameter for the second hidden field would be “URLParameter2” and the value put into it would be “ThisIsValue2”. The third hidden field parameter name would be “URLParameter3” and the value put into this field would be “ThisIsValue3”. This is a article attached image Applying This to Social Media Use So, how does this let you track leads coming from each of your social media sources? Well, in setting up your different promotional channels, when adding the hyperlink, you can customize the URL parameter for each channel so that the values passed will input the information specific to where they came from. The parameter values will change from one social media outlet to the next, but the structure and format will stay the same.   Let’s use the social media sources of Twitter, LinkedIn and Facebook as examples. Since you’re looking to identify the source of these leads, you’d likely want to name your parameter as “Source” so that it’s easily identifiable. Using the same base URL, let’s see how you’d structure the URLs. For hyperlinks placed on Twitter: www.myawesomewebsite.com?Source=twitter For hyperlinks placed on LinkedIn: www.myawesomewebsite.com?Source=linkedin For hyperlinks placed on Facebook: www.myawesomewebsite.com?Source=facebook   When leads fill out the form on your landing page, the Source field will then tell you exactly where they came from! The best part, this is completely customizable and scalable. You can add more parameters and hidden fields to capture additional information like what campaign it is for.   Documentation How to make form fields hidden: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/forms/form-fields/set-a-form-field-as-hidden How to define hidden form field value: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/forms/form-fields/set-a-form-field-as-hidden (Look for the section on URL Parameters in particular) Using the URL builder to generate the URLs you’ll be using: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/landing-pages/personalizing-landing-pages/using-the-url-builder    
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Setting an email to "operational" does the following No unsubscribe link automatically added Email will be sent to leads set to Unsubscribed Email will be sent to leads set to Marketing Suspended   Note - when sending an operational message, Unsubscribed and Marketing Suspended leads will still be included in the "blocked from email" count on the schedule tab of the campaign.   When is it OK to use the operational setting?   Sending marketing email to unsubscribed addresses is illegal. For this reason, you should be extremely careful to only use this setting in extremely limited circumstances. Using this setting incorrectly violates Marketo's Terms of Service, and most antispam laws. There may be legal consequences for using this setting incorrectly. Good uses of the operational setting fall into two categories: Transactional messages Relationship messages   What's a transactional message? A transactional message is part of a transaction that a lead has initiated and you are responding to. Here's some examples of transactional messages: Receipts for purchases Registration confirmations Download links in response to form fill-outs Requested assets (whitepapers, spec sheets, etc.)   What's a relationship message? A relationship message describes something that affects your business relationship with the lead. Here's some examples of relationship messages: Downtime notifications Changes to terms of service Recall notices End of service notifications   Operational messages should not contain any marketing content at all. In other words, do not use the operational setting to send a message that contains a receipt and a promotion, only a receipt.
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Issue You receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. Solution Marketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from  https://www.copypastecharacter.com/symbols, copy and paste it into your email. Alternately, you can work around this by q-encoding the emoji in UTF-8 format, which will render a string of code to add to your subject line. This code tells the email client to render the desired emoji. All you need to do is copy your desired emoji and run it through a Unicode to UTF-8 translation tool, such as https://onlinetools.com/unicode/convert-unicode-to-utf8. As an example, say you want to send a Happy Birthday email to a lead. You could copy the  (birthday cake) emoji and run it through a translator to yield the code "=?utf-8?Q?=F0=9F=8E=82?=" Entering this code in your subject line without the quotation marks will render the emoji on the client's end, and render it in the design most compatible with their device/browser. With any email design, it's always important to test before a live send to confirm it appears the way that you expect it to.
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Issue You have been receiving form submissions that appear to have bogus/nonsensical data in the fields, such as "kjsag@sm4.to" for email address, or "111-111-1111" for phone number, or in a Comment field other random nonsensical text.     Solution Currently, there are no default settings in Marketo that prohibit a form submission if the required fields are filled out. A great workaround for addressing these bogus form submissions in Marketo is to implement a 'honeypot' field on the form. To do this, you will need to create a custom Marketo field, string type, and name it something distinctive (such as "spam" or "honeypot"). After creating this field in Marketo Admin > Field Management, place this new field on the form as a hidden field. Real live end-users do not see hidden fields, but spam bots will see them and fill out all available fields. So now when we see form fills with this honeypot field "not empty," we know that it was a bot fillout.   Setting up the Honeypot Field Say that you have a Trigger Campaign that's having some issue with these spam/bogus form fills. In the flow of this campaign, you can add a flow step at the top: Remove from Flow, with a Choice.   Choice: If Honeypot field Is not empty, then remove from flow Default: do nothing   This way, the lead record is removed from the flow. You can also have other campaigns to handle these bogus form fills, such as a daily recurring batch to delete the record.   Other Options Another method of dealing with bot fillouts is to enable a reCaptcha. In fact, a very prolific Marketo user has written custom code that you feasibly could use to enable a reCaptcha on the form! Check this out: https://codepen.io/figureone/pen/meybqN?editors=0110    
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  Full Details of all Marketo Support Offerings:   Support Levels Offered   Service Level Response Targets   Global Contact   https://support.marketo.com:             Online Support Portal for Case management and Knowledgebase search support@marketo.com:                     Email to Case Submission supportescalations@marketo.com:   Contact Support management regarding Support services marketocares@marketo.com:            Questions regarding Support or Community access   Regional Contact Information Americas: Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day New Year's Eve Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm AET ANZ: +61 2 8031 8188   Languages Supported: English Observed Holidays: New Year's Day                           ANZAC Day Christmas Day                             Good Friday Easter Monday                             Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81.03.4233.9014   Languages Supported: Japanese Observed Holidays: New Year's Holiday                      Marine Day Coming of Age Day                      Respect for Senior Citizens Day National Founding Day                National Holiday Spring Equinox Day                     Autumnal Equinox Day Day of Showa                              Sports Day Constitution Memorial Day          Culture Day Green Day                                   Labor Thanksgiving Day Children's Day                             Emperor's Birthday Substitute Public Holiday             Year End After-hours Support for Production Down Issues: Online: Enter a Support Portal Case with Priority=P1 Phone: Call Support Line and follow the P1 prompts   Initial Response SLT We ask that you use the following priority definitions when setting your case priority: Priority Description P1 Critical Business Impact: ​ Customer's production business functions are down or have significant data loss or service degradation and immediate attention is required to restore functionality and usability. P2 Major Business Impact:​ Customer's business functions have major service degradation or potential data loss, or a major feature is impacted. P3 Minimal Business Impact: ​ Customer's business functions have minor service degradation but there exists a solution/workaround allowing business functions to continue normally.   P4 No business impact:​ General question regarding current product functionality or an enhancement request.
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Issue The format of the landing page is distorted in comparison to the version displayed in the landing page preview.  Environment SSL Certificates Landing Page Domain Landing Page format is different from preview Landing Page contain unsecure content Landing page template has http instead of https   Solution Ensure all the links used in HTML code used in the landing page template is referencing "HTTPS" and not "HTTP". You can follow the steps outlined in the document below on how to edit landing page template.  Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/edit-a-marketo-landing-page-template.html **NOTE: If the landing pages is approved, a draft version of the landing page is created for any landing pages which is using the landing page template. You can mass approve those landing pages via following steps outlined in the document below. Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-actions/approve-multiple-landing-pages-at-once.html?lang=en Root Cause Once you secure your Marketo landing pages to be served over "HTTPS", you should have not links referencing "HTTP" (unsecured) assets or pages. 
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Issue Form in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy This is a article attached image Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format This is a article attached image Environment Marketo forms and common web browsers such as Chrome, Opera, Firefox. Root Cause This behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser  This is a article attached image This is a article attached image
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Issue -Error editing image in email: “image URL does not exist” or “image URL cannot be found”   Solution Option 1 -Set up SSL for landing pages (Recommended!  SSL should be a baseline configuration for all landing pages and tracking domains). Add SSL to Your Landing Pages - Marketo Docs - Product Documentation Option 2 (Not recommended!   Warning! This is a security risk.) -Allow browser to view unsecured content (can choose to turn this setting back off in the browser after viewing the content) This link below describes how to enable this content in Chrome. https://docs.adobe.com/content/help/en/target/using/experiences/vec/troubleshoot-composer/mixed-content.html This link below describes how to enable this content in Firefox. https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefox Option 3 -Try to use a different browser or try turning off all browser extensions. Root Cause If the issue was sudden, it is likely due to the browser needing an update. Check if there are any updates that need to be done. Environment -SSL not enabled on Marketo instance -Browser blocks unsecured content
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Sometimes you may see a link in your email that isn't decorated when you mouse over it.  That same link isn't tracked when you click it.   Check that there is a link The most common solution is to add a link to the email.  Many email clients will automatically add links to when the text looks like a URL.  For example, here's a link as it was typed in an email: But Outlook renders that text as a link: To fix this, edit the email and add a link to the URL by highlighting the text and clicking the link icon in the HTML editor. It may seem redundant to put a link on a URL, but this will allow the link to be tracked.   Check the <a> tag   If you edited the HTML, check to make sure it's correct.  Check if the: href is enclosed with quotes <a> is opened and closed correctly   Check for class="mktNoTrack" If you edited the link with class="mktNoTrack", the link will not be decorated by Marketo.  You'll have to remove that class from the email template or email body, depending on where it is.   When using tokenized URLs, make sure the "http://" is outside the token Tokens are populated in the email construction process after the tracking links are inserted, so in order for Marketo to understand a tracking link needs to go there, it needs to see the "http://" before the token is inserted in the email.
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