Knowledgebase

Issue Can the {{system.unsubscribeLink}} be customized to point to a different page, such as a preference center?     Solution Issue Resolution The system token unsubscribe link will always behave the same way, and it cannot be customized. The {{system.unsubscribeLink}} will always bring you to: sub.domain/UnsubscribePage.html. If your Landing Pages are not branded, this system token will still behave the same way and take the lead to your out-of-the-box Marketo Unsubscribe Page (ending in /UnsubscribePage.html). If you want the link to go to a different page, the easiest workaround is to create a redirect rule that sends visitors to UnsubscribePage.html to your custom page instead.

Issue You have a CNAME for your Branded Tracking Links in email but want to restore the settings to the system default (example: mkto-ab01234.com).     Solution Once you have set up a Branded Tracking Link domain, it is not possible to restore it to the Marketo default.  You can change it to a different CNAME domain, but it is not possible to revert to the original.

Issue After creating and approving a Marketo Custom Object, the "Custom Objects" tab does not appear on person records, and the smart list filters for that custom object are not available.     Solution When you create custom objects, you must provide "Link" fields to connect the custom object record to the correct parent record.  Without at least one link field on the custom object, that tab will not display and the filters will not be available. Follow the steps in Add Marketo Custom Object Link Fields to create Link Fields for either a one-to-many or a many-to-many structure for your custom object's association to the person records in your database.    

Issue The URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning.   Solution This can happen if the primary domain and DNS are SSL secure, but Marketo is not.  For instance, if your primary domain is "https://www.mycompany.com" (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS.  This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure. There are two ways to resolve this: Work with your IT department to see if there is a non-SSL option for your DNS Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure. If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.     

Issue Clicking on a link in a Marketo e-mail that re-directs to a non-Marketo webpage destination does not open the page.     Solution Complete the troubleshooting step below. If they do not resolve the issue, include the results in a Marketo Support Ticket. Check the CNAME is correctly setup for the email tracking link  Check that the Default Branding Name matches the CNAME in Step 1 (check for typos).  If you are unsure you can visit CNAME lookup on mxtoolbox and enter the default branding name to check. Under the Domain field enter your default branding name. Do you have SSL for tracking links enabled? If Yes, tracking links in emails should start with HTTPS:// If No, tracking links in emails should start with HTTP://   If you do not have SSL enabled, but when you click the link it resolves to HTTPS://,try a different network and see if it still occurs. Your network may be configured to automatically use HTTPS automatically even if the link is specified as HTTP. (Check with your network admin)   If you are re-directed to the non-Marketo landing page but the page does not load: Check with the website admin if there are any redirect rules setup on the website. Try cutting out parts of the additional URL Parameter to see if that fixes the issue to identify which part of the URL parameter is causing it. Sometimes lead tokens or the mkt_tok may affect a redirect rule, since mkt_tok generates random characters and sometimes the token contains percentage '%' characters. It very common for websites to interpret a % followed by a character as an encoding. Seen in this website here   If you are unable to resolve the issue in the steps above, provide the test results and information in a Marketo Support Case.

Issue You are sending password reset links, but not receiving those emails, or you are trying to login with what you thought was the correct login without having success.     Solution By default, the Marketo login is an email address.  If you needed to reset password for a User, you enter the login which happens to be the email address associated. However, there is a feature that separates the login and email address, where the login could be test@test.com, but the associated email address for this login is your.name@company.com.  If this feature is enabled and you needed to reset a password, you would still enter the login (test@test.com) and the reset password email would be sent to the associated email address (your.name@company.com). If you would like the feature that allows for separate login and email addresses, please contact Marketo Support.

Issue Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in.     Solution This can be remediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.        

Issue Can a Default program in a nurture stream be changed to the Nurture Channel for reporting purposes? Solution Program Channels can only be applied to one type of Program. Nurture Channel will only be usable on a Engagement type program. You can however have multiple channels avaliable for a specific type of program! So you can have one program type with multiple channel options, but you cannot have one channel used for multiple program types.

Issue You see a large amounts of edits being made by "Unknown" user showing up within the Audit Trail. Solution If you have recently edited a field in Salesforce that utilizes a pick-list field type, the updates to the field will cause updates to propagate to any pages which use a form that uses that field.    

Issue You receive an error "Tracking Link has not been set for this subscription." Solution This error occurs when the default tracking link domain in Marketo has been removed and not replaced with a properly configured Branding Domain CNAME. The tracking link domain cannot be restored to the default once a Branding Domain has been put into place, so you would need to either restore the old Branding Domain or configure a new Branding Domain CNAME and enter that into Admin > Email. If you have a record of the original Branding Domain, you can use it to look up the default tracking link domain using a tool such as MXToolbox. You can look up your old CNAME and it will show you the tracking link domain it points to, which should look something like "mkto-ab01234.com." You could then follow the steps here to set up your new Branding Domain CNAME for your tracking links. Alternately, if your old CNAME record is still on your DNS, you could have your IT department look it up. If you do not have a record of the original Branding Domain CNAME, you can contact Marketo support who can look up your original tracking link domain on our internal tools so you can set up a replacement CNAME.        

Issue The Smart Campaign has a last modified date of x, however, it does not have any details of any change on date x in the Audit Trail. Solution The Smart Campaign's last modified date was updated by a campaign change that is currently not recorded in Audit Trail (e.g. campaign was aborted). https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail Please contact Marketo Support if you need further assistance in tracking down changes made to a Smart Campaign  

Issue In the activity log, you see that a lead has been added to a Marketo Custom Object, but in the Custom Object tab there is no data. Solution The reason why that it appears as the custom object data is missing for a lead is because the custom object data becomes disassociated to the lead and associated to another lead when the custom object data is pushed into Marketo. When the custom object data is pushed to Marketo intended for lead A with the same dedupe field value of an existing custom object record associated to lead B, it disassociates it from the lead B and associates it with lead A. Therefore, when looking at lead B that has had an 'Add to Custom Object' activity, but does not have the Custom Object data visible in the Custom Objects tab, it is because the custom object data was associated to another lead.   For example: On Lead A, custom object data is added on x time with the dedupe field value 'test' --> custom object data is associated to this lead and is visible in the Custom Object tab On Lead B, custom object data is added on y time with the same dedupe field value 'test' --> existing custom object data that was created in previous step is now associated to this lead, becomes visible in the Custom Object tab Since the custom object data is moved to this lead, it is no longer visible in the custom object tab for Lead A.

Issue New user gets message that the password link is expired when attempting to login for the first time. Solution If the invite isn't accepted within 24hrs of the first invite email being sent, it expires and there is no way to re-send it. You will need to delete the user and create a new one with the same email address. After you delete a user, it take a few minutes to clear out of the backend, so if you get a message that the user is already in use, just wait a few minutes and try again.

Issue A recent email send resulted in a number of leads specifically blocked by Communication Limits, as seen within the Results or Lead Activity Log. What are the re-sending options? Solution The Marketo Application does not offer any automatic re-sending/rescheduling functions within the campaign. If communication limits are low, and records are blocked from being sent emails, you may need to adjust the limits or set the necessary programs or campaigns to ignore communication limits. Enable/Disable Communication Limits in an Email Program Apply Communication Limits to Smart Campaign - you would need to undo this process in this case. Even if the records were not sent the email because of Communication Limits, they would still be made members of the campaign or program.  If you were going to try to re-send these records that were blocked due to communication limits you could try this Filter combination: Member of Smart Campaign/Member of Program and Not Was Sent Email   Those 2 filters will show you the members that were not sent the email, and then you could re-send them at a later time.

Issue You are trying to access the Marketo site, but keep reaching a screen telling you your browser encountered an error. These error messages include: "ERR_EMPTY_RESPONSE" or "DNS_PROBE_FINISHED_NXDOMAIN"   Solution Flush the DNS Cache on your local machine. To do so: Open Windows command prompt as admin (you can do this by searching for command prompt in Windows, then right clicking it and selecting "run as administrator") Run the command: ipconfig /flushdns The command will return a simple completed message or will prompt you for another command when it is done Re-open your browser and go to the site you wanted to reach Please note: The DNS Cache is cleared on a normal reboot too. However, the hosts file on your computer will be used during startup to put in new DNS entries, so it will never appear completely empty if you open cache.

Issue Description The smart campaign has a last modified date of x, however, it does not have any details of any change on date x in the audit trail.   Issue Resolution The smart campaign's last modified date was updated by a campaign change that is currently not recorded in Audit trail (e.g. campaign was aborted). https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail   To confirm, reach out to support by creating a case Is this article helpful ? YesNo

Congratulations on being the Support Admin for your company.  It's a very important role for your organization and with the new Marketing Nation, the support admin role is expanding even more.  Let's go over some of key things you can do as the Support Admin.   You can submit support cases to Marketo Support This is one of your key abilities.  Submit cases on behalf of your company to our Marketo Support Team for assistance.   Manage your list of authorized contacts You have the ability to add and remove contacts from your list of authorized support contacts.  This becomes important if people leave your company or if teams switch out your main Marketo users.  If someone needs the ability to contact Marketo Support, you're the one to make that happen for them.   Invite people to your account space (NEW) That's right,. You own the guest list to your Account space.  You get to invite people from your company to this space.  You can remove them from this space and you can also ban them from ever entering this space if you wanted to.  This is a newly added feature within the Marketing Nation.   Manage your Company Space (NEW) You're not just the Support Admin, you are the admin of this space.  Adjust this space as you need it,  If there are different types of content widgets or text boxes you want to add to this space, you can do it.  This is a space for your company's use and benefit, so do with it as you need it.   Our team is on hand to assist you with any questions you have to manage this space.  You can contact us by sending an email to supportfeedback@marketo.com. Is this article helpful ? YesNo