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Issue Description Importing CSV lists containing international phone numbers can lead to the format of those phone numbers being messed up. This happens when a spreadsheet program, such as Excel, converts the numbers to scientific notation.  Issue Resolution You will need to convert the column with your phone numbers to the correct format, then make sure your file is saved in Unicode format. First, convert your phone number column to use the correct format: Highlight the phone number column in Excel. Right click and choose Format Cells. In the Format Cells dialog box, choose Special from the Category list, then select Phone Number. You will also need to save your file as Unicode (UTF-8) format. For Excel versions 1999 to 2010: Click File, then select Save As. Name your file. Click Tools, then select Web Options. Go to the Encoding tab, then under "Save this document as:", select Unicode (UTF-8). Click OK, then click Save. Excel for Macs: Click File and select Save As. In the File Format dropdown menu, select CSV UTF-8 (Comma delimited) (.csv). Click Save. Google Drive Spreadsheets: Click File, select Download As, then select Comma-separated values (.csv, current sheet). The file will be UTF-8 encoded.
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Issue Description Occasionally Bulk Import API calls will return a blank response. Issue Resolution You can add the following header: 'Transfer-Encoding: chunked' to your API calls and it will fix this issue. Please note that adding this header on the client side will cause cURL to send data in chunks. Who This Solution Applies To People using the Bulk Import API call
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Issue Description The Acquisition Date field is semi-system managed, but how is it updated and can this be overridden? Issue Resolution The Acquisition Date field is automatically populated the first time an Acquisition Program is set for a record. You can also update this manually on the person record or with a flow step at a later time if you need to.
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Issue Description How to determine whether a custom deduplication rule will create a new lead or update an existing lead. Issue Resolution The following scenarios will describe when a new lead is created where deduplication is based on email address, and a custom field that we will call TestField. TestField (without email address) : All leads(with no email address value present) would create new lead records within the Marketo database. A blank, or empty value is still seen as a value in Marketo. TestField and Email Address are present : If email address and TestField are present, Marketo will create a duplicate record, if both of these values do not match values that are already present in the Marketo database. For example: An existing lead in the Marketo database has a email address value of: 123Test@Test.com An existing lead in the Marketo database has a TestField value of: 123456 Lead 'A' has a email address value of: 123Test@Test.com Lead 'A' has a TestField value of: 000111 Lead 'B' has a email address value of: 123Test@Test.com Lead 'B' has a TestField value of: 123456 Lead 'A' would create a lead record with a duplicate email address as both fields did not match what was on the existing lead in the database. Lead 'B' would update the existing lead in the Marketo database due to both fields matching the existing lead record. Email Address (without TestField) : All leads(with no TestField value present) would create new lead records within the Marketo database. A blank, or empty value is still seen as a value in Marketo.
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Issue Description How to find an asset in your instance when you only have the asset type and id. Issue Resolution Here are the ways to construct a URL to find a asset within your instance based on id and asset type. When in your instance, you will notice that each URL will begin with the following: https://app-<please insert the POD indentifier for your instance>.marketo.com/ In the following scenarios, I will use POD 'ab07'. Landing Page: https://app-ab07.marketo.com/#LP<insert landing page id here> For the given example, where the landing page id is 4444, the URL would become: https://app-ab07.marketo.com/#LP4444 Landing Page Template: https://app-ab07.marketo.com/#LT<insert landing page template id here> For the given example, where the landing page template id is 888, the URL would become: https://app-ab07.marketo.com/#LT888 Form: https://app-ab07.marketo.com/#FO<insert form id here> For the given example, where the form id is 1111, the URL would become: https://app-ab07.marketo.com/#FO1111 Images and Files: https://app-ab07.marketo.com/#FI<insert image or file id here> For the given example, where the file id is 222, the URL would become: https://app-ab07.marketo.com/#FI222 Email: https://app-ab07.marketo.com/#EM<insert email id here> For the given example, where the email id is 333, the URL would become: https://app-ab07.marketo.com/#EM333 Email Template: https://app-ab07.marketo.com/#ET<insert email template id here> For the given example, where the email template id is 7, the URL would become: https://app-ab07.marketo.com/#ET7 Snippets: https://app-ab07.marketo.com/#ET<insert snippet id here> For the given example, where the snippet id is 24, the URL would become: https://app-ab07.marketo.com/#SN24 Please Note, that if you do not see the asset appear in the navigation tree, please hit the refresh button and the asset will appear in the navigation tree.
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Issue Description You would like to update My Token values from the Request Trigger Campaigns endpoint, but are unsure of why My Token types can be updated.   Issue Resolution The following My Token types can be updated from the Request Trigger Campaigns endpoint : Date Image Number Rich Text Score Text An example of a JSON body in the POST request may look like: {    "input":       {          "leads" : [             {                "id" : 1             }          ],          "tokens" : [             {                "name": "{{my.DateToken}}",                "value": "10/16/2020"             },             {                "name": "{{my.EmailScriptToken}}",                "value": "{$lead.country}"             },             {                "name": "{{my.ImageToken}}",                "value": "https://www.marketo.com/"             },             {                "name": "{{my.NumberToken}}",                "value": 222             },             {                "name": "{{my.RichTextToken}}",                "value": "<strong>Hello World!</strong>"             },             {                "name": "{{my.ScoreToken}}",                "value": -10             },              {                "name": "{{my.TextToken}}",                "value": "Hello World!"             }          ]       } }
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Issue Description When filling out a form in preview, an external Thank You Page is not working. Marketo is not redirecting to the Thank You Page.  Issue Resolution This is expected. A workaround is to create a test Marketo Landing Page and place the form for testing. 
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Issue Description \Zoom connector registrants who register directly in Zoom are not being passed to the connected Event Program in Marketo Issue Resolution The Zoom integration does allow for registrants that registered directly from Zoom to be passed to Marketo. The following document shows the process of setting the registrant push from Zoom to Marketo. The documentation is showing the setting at the account level, however this also needs to be done at the Webinar level. https://support.zoom.us/hc/en-us/articles/207267346-Setting-Up-Zoom-for-Marketo
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Issue Description Inbound links from SEO are showing an N/A for priority. Issue Resolution Inbound links must be a unique URL that has a direct link to the domain listed in your SEO admin section. Once you confirm that the page you are attempting to list has a direct link then SEO will be able to calculate the priority of this link. The get suggestion will pull pages that have specific links, however if you do not see the link in question it can be manually added to the list as well.
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Issue Description You have sent an email and do not see the List-Unsubscribe headers. Issue Resolution Marketo automatically adds the appropriate List-Unsubscribe headers to emails, EXCEPT in three scenarios: 1) The email is marked as operational 2) You are sending a test email via the "Send Sample" action 3) The email is an alert email In these cases, the List-Unsubscribe header will not be added to the email.
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Issue Description When attempting to approve an email or send a sample email you get the following error message: Validation Error approving [email name] — An error occurred when processing the email Rendered_Email_Velocity_Error_Area_?! </div> <p> String index out of range: xxx”   Issue Resolution This typically happens when you have a Velocity script token in the text version of your email. Velocity script tokens are not supported in email text versions. You’ll need to manually replace this line with the appropriate link or use a my token. Instructions how to edit the text version and use my tokens can be found here - http://docs.marketo.com/display/public/DOCS/Edit+the+Text+Version+of+an+Email http://docs.marketo.com/display/public/DOCS/Using+URLs+in+My+Tokens Who This Solution Applies To Customers using Velocity script tokens 
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Issue Description When syncing records to Microsoft you may occasionally come across and error like this "Failed: error lead ID xxxxxx is already in the sync process" where "xxxxxx" is the affected person's id. To understand this error we need to know a little more about how the "Sync Person to Microsoft" flow step works. This flow step queues the record up to be inserted into CRM as part of the sync process. The flow step is only meant for the initial insert to CRM and should not be used after that insertion has occurred.  If you see this error it means one of two things: - This record has already been synced to CRM so this flow step does nothing.  - This record has already been queued up to sync to CRM by running through this flow step previously but has not yet synced. The activity for this is not written until we complete or attempt the insert action so you may see this activity appear before any other "Sync Person to Microsoft" activities in the activity log.  Issue Resolution Wait for the currently queued sync action to complete or if the record is already inserted into CRM you can disregard this error.  The length of time before the queued sync action completes may vary due to backlog but is typically about 5 minutes.  Who This Solution Applies To Customers integrated with Microsoft Dynamics
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Issue: When selecting multiple values in a string field, it only shows 300 entries in the 'Select...' window. NOTE: This is expected behaviour, we have limited the number of reords to show to 300. Workaround: If there is a value that is not in the 'Selected Values' window, you will need to start typing in the 'Select...'field so the autosuggest will start to filter the values, whatever value that is not already selected in the 'Selected Values'window, will show up in the 'Select...' window.
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Issue Description When pulling an Email Performance Report, the click total doesn't match a smart list looking for all clicks of any link in the email. Issue Resolution One possible reason for this is that in an Email Performance Report, the Unsubscribe link does not count as a click, only as an unsubscribe and will only show in that column. This is because people can unsubscribe via other methods, so they are all included together to give an overall view of your engagement (or disengagement in the case of unsubscribe).
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Issue Description When you see a Merge activity in a person record's activity log, and under "Merge Source" it says "leaddb", what does that mean? Issue Resolution This means it was merged in Marketo, as opposed to being merged in SFDC or coming from an Anonymous lead who has now become known and merged into an existing lead.
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Issue Description After enabling sync on a Dynamics Custom Entity and starting sync on the Entity, the "Custom Entity" icon in Admin disappears Issue Resolution This is expected behavior. In order to ensure that only one entity is synced at a time, the entry is disabled during the duration of the initial sync of the custom entity. It will reappear once the initial sync has completed. This is done to ensure the custom object sync is not changed while the initial sync process runs for a newly added entity. Who This Solution Applies To Microsoft Dynamics Custom Entities
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Issue Description If the text is removed from the "Unsubscribe" text at the Admin level, will this immediately apply to every email in Marketing Activities or, will Marketo ask you to re-approve each email once this "Unsubscribe" text has officially been removed? Issue Resolution Title - Remove Unsubscribe Text From the"Admin - https://nation.marketo.com/docs/DOC-1114 If you remove the text at the Admin level (as per the documentation), this will immediately apply to all emails created (including: active, inactive).  You are not required to re-approve your previously approved emails once this change has been saved in the Admin -> Email settings. All pre-existing emails will replace the default "Unsubscribe" text at the bottom of all emails, after changes have been saved in Admin -> Email settings.  After removing the default "Unsubscribe" text from emails, you should replace it with a Custom Unsubscribe option.   This is in order to remain compliant with the Can-Spam Act.
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Issue: When building 'Program Membership Analysis' reports in RCE, the Program Status is not sorted according to the step values in the Program Channel. For example in the below screenshot: The value of the steps are clearly showing the progression of statuses from start to finish. However when building a 'Program Membership Analysis' report, it is showing that the order of the status is not correct. 'New Member (Influenced)' should be appearing after 'Subscribed by Form - Non Member.' Troubleshooting: Make sure that you do not have any other Programs Channels with the same Status, as this will cause issues. There is a deduplication that occurs in the backend which causes an issue when a 'Program Membership Analysis' report is created, if there is more than one Program Channel that has the same Program Status it will deduplicate and the one displayed might be due to the lower step. Another issue that might happen also due to having more than one occurance of Program Status in other Program Channels is that other Program Statuses might appear in the report due to this. Resolution: We currently do not support having more than one Program Status appear in the Program Channels, each Program Status has to be unqiue or issues with displaying Program Statuses will appear. NOTE: This is due to be fixed in 2019-Q4 release.
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Issue Description You have a record with a "Change Data Value" activity, but that field doesn't have a value on the current record. There's also an anonymous lead merge (which can be identified by looking for a Merge Leads activity and seeing if "Anonymous Source" is True) on the record. Issue Resolution Check the Change Data Value's "LeadId" field. If this matches the anonymous record's ID (identified from the Merge Leads activity in the "Merge Id" field), then the reason for the value not showing is because upon association of an anonymous lead to a known record, only the activities are merged -- not the values of any fields which may have been recorded as changed.
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Issue Description A standard field in Salesforce is syncing to Marketo, and the field is not present in SFDC Field Level Security to hide from the Sync Integration User.  Issue Resolution It is not possible to hide certain standard fields from the sync. Standard fields in Salesforce are critical to the integration. If a standard field becomes hidden from the Sync User then we may see sync errors interrupting the sync. Who This Solution Applies To Clients integrated with SFDC
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