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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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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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