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Issue Description Hidden form is not populating even though Autofill is set and default values are assigned. Issue Resolution One reason for this behavior is because the hidden form field is set to required. This is not supported for hidden fields and can only happen if the field is set to required before the field type is set to hidden. To fix this, we need to change the field type to something else, uncheck the required box, and set it back to hidden. Then approve the form and landing page and you should be good to go.
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Issue Description Account records were merged in Salesforce and there is concern if this merge will sync to Marketo. Issue Resolution If you would like this change to be reflected on the affected Contact records that are synced to Marketo, then you will need to update the Contact records so that their System Modstamp field is updated (this can be done by updating a field on the Contact record). This will then cause the updated Account information to sync to Marketo. Please remember that updates to formula fields will not cause an update to the System Modstamp.
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Issue Description You're receiving an error that states 'Not Allowed - Error approving <asset-name> - {{token-name}} : Token key not found' when trying to approve an email asset. Issue Resolution The reason you are seeing this error is because the token mentioned in the error does not exist in the asset. To fix this error, you will want to remove this token from the asset. This can be done by choosing to edit the asset and searching the code of the asset for the token in question, and finally removing this token from the HTML of the email.  If you do not find it in the HTML, check the text-only version as well. This commonly happens when the asset is not in the same program as a my.token referenced in the email. 
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Issue Description You want to add a filter to your RCE report to only include records that do not have a value for a certain field. Issue Resolution You can use the field value "Not Available" in the filter module for that field to capture anyone with a blank value for that field Who This Solution Applies To Customers using RCE
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Issue Description Person appears to have changed Segment, but there is no activity for that 'Change Segment' recorded in the Activity Log. Segmentation was not recently re-approved, so this would not account for the behavior we are seeing in other circumstances.   https://nation.marketo.com/docs/DOC-5492-segmentations-not-writing-change-activities However, the record was recently converted from a Lead to a Contact in the CRM. Issue Resolution Upon Lead conversion to Contact in Salesforce, an "initial" segmentation process for that Contact is computed. During these "initial" segmentation computations, in a manner similar to when a person is initially created in Marketo, no activity is recorded in the record's Activity Log.
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Issue Description Is there a way I can populate a field with the system date token, plus a certain amount of days? ie. Change Data Value = Date + X days. Issue Resolution As long as the field type is date or datetime , you can add simple syntax in the Change Data Value flow step to accomplish this: {{system.date}} + X days. This is for times that you would like a date immediately populated for purposes such as sending an email; "Thanks for signing up to our 20 day trial, you have access to this content until the [use lead token populated by the date + x syntax here]..." *note that a wait step of a few minutes might be needed before an email send to ensure the field has time to get populated. Other times, when immediate action is not required and/or a field type is not date/datetime, you could use a Wait Flow step before a Data Value change: 1. Wait X days 2. Change Data Value = {{system.date}}
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Issue Description You receive a notification that the Salesforce sync failed with the error "SalesForce Sync Error: UNABLE_TO_LOCK_ROW" Issue Resolution This indicates that something else in Salesforce was writing to the record at the moment the Marketo Salesforce sync tried to make the update.  Since only one "user" at a time can update a record, Marketo was unable to do so and the sync failed. Marketo will retry an operation a few times if this keeps being received, but will fail and move on if it happens too many times. If these have recently become common, you might want to look into any new API integrations to SFDC which you've deployed or any new AppExchange packages with your SFDC Admin, to see if you might be able to tune it to avoid these collision. Who This Solution Applies To Customers integrated with Salesforce
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Issue Description There are duplicate leads with person source = New Person. Where are these coming from? Issue Resolution They are manually created leads. When you manually enter people, Marketo will not automatically de-duplicate them. 
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Issue Description How to determine which of your Marketo Workspaces is the original default workspace. Issue Resolution Determining your Default Workspace can easily be done, by following the detailed steps below: [ Login ] to your Marketo Instance. Click [ Admin ]. Locate and Click [ Workspaces & Partitions ]. [ Right-Click ] on the Field Navigation Bar ( It is Blue ). From the [ Drop-Down List ], you'll see three options. Select [ Columns ]. While reviewing the Column Field options, make sure [ ID ] is selected. The [ ID ] with the value of " 1 " is your Default Workspace . [Note 1]: As a confirmation, the Default Workspace is unable to be deleted . [Note 2]: The ID Number of your Workspaces are provided in the order in which they were created . [Note 3]: The lowest ID number, is your oldest Workspace .  [Note 4]:  The highest ID number, is your newest Workspace . Who This Solution Applies To Customers using Partitions and Workspaces
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Issue Description How to migrate the MS Dynamics integration from the old Marketo sandbox into a new Marketo sandbox instance.   Issue Resolution There are a couple of actions that are necessary before you start the initial MS Dynamics sync in the new Sandbox instance: 1. In Dynamics, find the XML file and check if there are any custom objects listed in this file. If you find any custom entities listed in this file then it is necessary to remove those reference those entities from the XML file. This is usually found after the Lead entity and this will be listed in the following format: <Entity name="entity_name"> to the last line where the entity is closed by </Entity>. This entity reference needs to be removed and note that this is inclusive. 2. In Dynamics, verify that there are no custom entities listed in the Marketo Config Entity, if you see any custom entities referenced there then these will need to be removed as well as this needs to be empty. 3. If a sync filter is being used in the custom entities, make sure that you update the boolean field (Yes/No) on ALL the records on the entities that will have this filter.  Please reach out to support to ensure that you have performed those steps properly and that you are ready to start the initial MSD sync to prevent any issues. Who This Solution Applies To Customers using Microsoft Dynamics
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Issue Description Upon cloning and selecting the "All Columns" upon exporting people from Marketo the Lead ID column is missing from the export. Issue Resolution It is expected that the Lead ID is not included in the export even if the "All Columns" is select upon exporting, the reason for this is because the Lead ID is unique to Marketo as Email address is used for identification purposes outside the platform.  The Lead ID will only be included in the export if this is added to the current view of the list, if this field is missing from the view you can navigate to the list > select "View: Default" > "Edit Default" > in the Hidden columns search for the field "ID" and just hit the add button to move this field to the "Visible Columns". After the view has been edited to include this column users should be able to select the export option now. Upon selecting export, now instead of selecting the "All Columns" the user will need to select the option "Visible Columns" now and this will allow the Lead ID to be exported. 
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Issue Description Even though the Success Path Analyzer and the RCE report may be looking at the same thing (e.g the conversions from one stage to another), the numbers in Success Path Analyzer and RCE Conversion Ratio will not match. Issue Resolution Success Path Analyzer is telling you that records are flowing from one stage to another, for example a record moving from Cold List to MQL, the conversion rate will display the rate from this stage to the next stage. If you look at the RCE Conversion Ratio, this is not tracking just the conversion from the first stage on the Success Path Analyzer to the second but instead this tracks all the conversions from this stage to another (eg. Cold List to MQL, Cold List to Attempting). Thus resulting in a much higher conversion percentage as the RCE is not bound to the green path from the Success Path Analyzer. Who This Solution Applies To Customers using RCE, Customers using Success Path Analyzer
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Issue Description Leads and Contacts must have a Last Name and Company Name in order to sync to Salesforce. When this data is not available on records it is recommended to setup a default value for these two required fields by following the instructions listed in the link below: https://docs.marketo.com/display/public/DOCS/Set+Default+Person+Last+Name+and+Company+Name Issue Resolution If setting a default value for records is not a workaround for your business goal and you need to sync those records with no information on these fields then you would need to work with your SFDC admin and SFDC's support to modify the rules within SFDC that prevents records from syncing over without a value in the Company and Last Name fields. Who This Solution Applies To Customers using Salesforce
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Issue Description After switching to Salesforce Lightning, you receive the following error when trying to open a copy of a Marketo email: "You can't preview or edit Classic templates on the Email Templates home page. Go to Classic Email Templates in Setup." Issue Resolution Currently the email templates are saved under the "Classic Email Templates" and are not compatible with Salesforce Lighting.   If you are trying to view the emails in Salesforce that are sent by Marketo, you will need to view the emails in Classic Mode. Who This Solution Applies To Customers using Salesforce Lightning
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Issue Description Under Web Services > IP Restrictions, you would like to add a lot of IP addresses to whitelist for IP-based API access. The steps are described here:  https://docs.marketo.com/display/public/DOCS/Create+a+Whitelist+for+IP-Based+API+Access Issue Resolution Even though this is not mentioned in the doc, there is a character limit for the string value. The limit is 2,000. However, the way it is stored in the backend is a bit different from UI. Therefore, it is possible that you have exceeded the limit even though it doesn't look like so.  
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Issue Description You have found the phrase 'lead unsubscribed from list unsubscribe.' as the listed reason for a person being marked as Unsubscribed, or you are seeing it in the details of a 'Unsubscribe Email' action.  Issue Resolution This message appears when someone has unsubscribed using a special 'list-unsubscribe' option automatically contained in Marketo emails, as well as most other reputable marketing emails. This 'list-unsubscribe' feature is an email address contained in the background header information of the email. Any time someone sends an email to this address, their email address is unsubscribed from your database. This is almost always done by that person's email client, using their inbuilt 'unsubscribe' features, such as the ones in Outlook, Gmail, or other common email clients.
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Issue Description SOAP Credentials can not be removed once entered into Marketo Issue Resolution While SOAP Credentials are not able to be removed, users can block the integration.  This can be done by modifying the Encryption Key. To manage your SOAP API Endpoint: Navigate to [ Admin ] > [ Integration ] > [ Web Services ] in the Marketo Instance. In the SOAP API window, you will see Endpoint , User ID , Encryption Key , etc . This is where you’ll locate the Encryption Key.  [Note ]: Document any changes prior to modifying the Encryption Key . Update the Encryption Key. Once updated, this will stop any attempts at utilizing SOAP Credentials in Marketo Instance. Who This Solution Applies To Users with SOAP API Integration that no longer wish to utilize SOAP API.
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Issue Description When linking Google AdWords account to a Marketo Revenue Model and adding the Google Adwords conversion in the Revenue Model, Set AdWords Conversion button is missing from the Stage Actions drop down. Issue Resolution You need to add Google AdWords as a Launchpoint service with a manager account Add Google AdWords as a Launchpoint Service with a Manager Account - Marketo Docs - Product Documentation 
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Issue Description A Support Engineer asked you to record a .har file, but you are unsure of how to do this. Har files can include sensitive data, such as any information entered into forms (passwords, etc.), so please exercise caution when recording a .har file. Issue Resolution Please find the instructions on how to save a .har file using the different browsers below: Google Chrome : Open Google Chrome, and visit the page where you noticed the issue. Right click on the page and choose 'Inspect'. This will open the Developer Tools panel. From the options at the top of this panel, choose 'Network'. Look for a round record button in the upper left corner, this should appear as a red button. If the button is grey, click it once and recording will begin. There will be a checkbox next to text that reads as 'Preserve Log', please check this box. There is a button that appears as a circle with a slash through it next to the record button, click this button to clear any existing logs. While recording is taking place, please reproduce the issue that you were experiencing. Right click within the network panel under the 'Name' column, and choose 'Save all as HAR with Content'. Save this file to your computer, and upload it to a case so that your Support Engineer may download it. Microsoft Edge : Open Microsoft Edge, and visit the page where you noticed the issue. Right click on the page and choose 'Inspect Element'. This will open the Developer Tools panel. From the options at the top of this panel, choose 'Network'. Look for a square record button in the upper left corner, this should appear as a red button. If the button is grey, click the green triangle once and recording will begin. While recording is taking place, please reproduce the issue that you were experiencing. Click the save button (this will appear as a gray floppy disk next to the red square button). Save this file to your computer, and upload it to a case so that your Support Engineer may download it. Firefox : Open Firefox, and visit the page where you noticed the issue. Click on the three stacked bars in the upper right corner.  This will open a dropdown, please choose 'Web Developer, and then 'Network'. While recording is taking place, please reproduce the issue that you were experiencing. Right click within the network panel under the 'File' column, and choose 'Save All As HAR'. Save this file to your computer, and upload it to a case so that your Support Engineer may download it.
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Issue Description Marketo allows you to upload any file type to your instance (100MB or less) but these files don't always download automatically or open in a new browser tab or window consistently between users. Issue Resolution Marketo's servers are not configured to force a download, so any desired effect is up to the user and/or utilizing custom code to achieve that effect. How a file is handled or displayed is largely up to the browser and you will need to test whether your specific desired outcome is possible. Keep in mind, this may vary by file type and file size and may not be feasible. Who This Solution Applies To Anyone providing links to files hosted in Marketo via email or on a landing page.
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