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Issue Description Unable to find the approved email in the dropdown in one program when the email is the child of a different Email Program. Issue Resolution You will not be able to find the approved email in the dropdown if the email is being used in an A/B test. When adding an A/B test, the selected email will no longer be available for use in any other program. In order to send this email out separately, you will need to clone it and then you will be able to use the clone in a smart campaign in order to send it out.
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Issue Description You have a smart campaign setup and the flowstep called “Change score” activity is not logged or missing in the activity log. Issue Resolution If the records who qualify for the flowstep already have the same value which you have specific in the flow step, the activity will not be logged. The activities will not be logged because there is no change being made by the campaign.
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Issue Description Where to find details for the support contract for your Marketo account. Issue Resolution General details on Marketo's support offerings are found here - About Support. For specific details on your account's support level, please contact your CSM.  If you do not have the contact info for your CSM, email MarketoCares@marketo.com for assistance.
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Issue Description The support admin for your Marketo instance has moved on to another position or is no longer with the company and you need to update the Support Admin information. Issue Resolution Please contact the CSM for your account to have the Support Admin information updated. If you do not have the contact information for your CSM, please email MarketoCares@marketo.com for assistance.
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Issue Description When trying to import a list of people into Marketo via a list import, their names are being left blank despite being listed clearly in your CSV. Example CSV headers: NAME                     Email John Smith           JS@email.com Smith John           SJ@email.com Greg Jones          GJ@email.com Issue Resolution Full Name is a system managed field that is blocked from being updated by list imports. You will want to split the one column of Name, into two columns of First Name and Last Name.  This document from excel shows how to split the one Name cell into two different cells.  https://support.office.com/en-us/article/Split-a-cell-f1804d0c-e180-4ed0-a2ae-973a0b7c6a23
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Issue Description Unable to attach internal support articles from Sharepoint to case. Issue Resolution Attach this article instead and replace this article's title and URL with the title and URL of the internal Sharepoint article Who This Solution Applies To Marketo Technical Support Engineers
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Issue Description Upon reviewing the activity log of a record you've noticed their activity log seems to be missing data. Usually the activity type is a "Change Data Value" and the details show "Missing history details".  If you double click on the activity nothing happens, there is no Activity Details popup window. Issue Resolution This message appears in the activity log when the characters in a field exceed the maximum number of characters allowed in that field. Basically you've hit the character limit for the field.  The character limit is 60,500 character.  The resolution is to reduce the number of characters in the field. Also evaluate if you need all the information in that field and optimize so that the character limit is not met.
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Issue Description When trying to add a user to Marketo we get 'User creation errors - "This userid is in use. Choose another email" ' due to the fact that email addresses need to be unique across ALL Marketo instances. Issue Resolution One creative way to get around this is to at a '+tag" to the email address befor the '@' sign.  For example if we get the error adding a user record for 'Name@domain.com' we can simply use the '+' sigh and a tag of your choosing (in this case '1') and use the email address of 'Name+1@domain.com'.  The system is happy as this is a unique email address yet all emails will still be delivered to the appropriate inbox for 'Name@Domain.com' 
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Issue Description How to Pull Data for Program ID, similarly to Campaign ID. (Example): Pull Individual Program Activity Data, then join Data with Programs via Program ID. Issue Resolution [ Note ]: You can not get the Program directly from the Activity Endpoint. - After one has obtained the Smart Campaign ID , they can use a seperate API Call to get the Program ID . - Within the Get Activity API Call , there will be a Campaign ID . - Once this has been obtained, one can make a Get Campaign API Call with that Campaign ID and it will return the Program ID . [ Get Activity ]: > Use this [ Get Activity - URL ] to Obtain Campaign ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET [ Get Campaign, with the ID ]: > Use this [ Get Campaign, with the ID - URL ] to Obtain Program ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Campaigns/getCampaignsUsingGET The Program ID is not something that is returned in an Activity Call . The above method is the quickest possible way to obtain that information. Who This Solution Applies To API Users
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Issue Description Is there a way for a user to see or pull which users used data towards their daily Bulk API usage? Issue Resolution The API will allow you to see if the user you are connected with has used data, but it won't give you visibility into other API users' usage.  There is currently no report in the UI that shows usage across users.
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Issue Description When adding visible fields for a Smart List view: https://docs.marketo.com/display/public/DOCS/Create+and+Change+Views+for+Lists+and+Smart+List A message "too many custom fields" may appear if all fields are added for example. Issue Resolution There is a limit of 50 custom fields per Smart List custom view.
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Issue Description You noticed that there are form actions missing from the  Form Actions  dropdown. The following options should be missing: Approve Draft (If form is in a draft state) Preview Clone Form Embed Code Preview Draft (if form is in a draft state) An example of this dropdown may appear as: Issue Resolution This is due to the form having been created using an outdated version of the Marketo Form Editor. You may want to consider re-creating this form with the current Marketo Form Editor, and archiving the outdated form. Keep in mind that if you archive the form, you will want to reference the new form in smart lists and smart campaigns.
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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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