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Issue You see that a lead has an unusually high amount of Clicked Link activity for a particular email after delivery.     Solution There can be a couple reasons for this.  If you see that all links in the email are being clicked immediately upon delivery, it is likely that the lead's email security software is link-testing to guard against phishing or malicious links.  However, if you see an unusually large number of link clicks over the course of a day or two, it may be that the lead forwarded the email to other people who clicked on the links.  Since the tracking links are specific to the lead who was sent the original email, if the email is forwarded to other people, their clicks will be recorded under the initial lead's activity history. Marketo does not have a way to confirm this is the case, but if you open the Click Link activities in the leads Activity Log and look at the details, you may see the User Agent (which indicates the operating system and client software used to display the email) is different for each click.  If you see a variety of different user agents in the details, it is likely the email is being opened and clicked by different people who were forwarded the email.
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Issue You would like to pull a report of all the non-marketable records that you have in Marketo. Solution You can do this via a Smart List: Use the Any filter in the Smart List. Filters: Block Listed = true Unsubscribed = true Marketing Suspended = true Email Invalid = true Email Address is empty This Smart List will pull all the people that fall into the blocked leads list. You can also add a view in which you can add above mentioned columns to the smart list which will give a view if a record is block listed /unsubscribed etc.  Reference Doc :- Create and Change Views for Lists and Smart List    
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Issue When using Email Insights or other email tracking in Marketo, the device metrics do not always show the proper device that was used to open the email. Marketo tracks opens of emails through a single pixel on the email that when images are loaded it tracks it as an opened email. However your stats don't always show the proper information or client.     Solution Due to the way the pixel is tracked it pulls Email Client version data much in the same way as a web browser obtains what browser visited. The "User Agent" as it is called is a widely adopted standard that email clients use to ID themselves. These strings/ID's are determined by the developer of the Email client. Some email clients have the same string for different operating systems (Gmail for Example). Due to the user agent string, some situations may not always give accurate stats on the device or provider. Inaccurate data is less common with most major email apps and programs. The accuracy of data on some mobile platforms can be harder to differentiate due to the limited user agent data provided by the Email Application program.
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Issue You have created a Nurture Engagement Program and are running an Engagement Stream Report, and a stream is not showing on the report.     Solution One likely cause for the stream not showing on the report is that the stream is not sending out content. Once the content in the Engagement Stream is being sent (cast), then the email activity will begin to show on the Report. In order to cast content, the cadence must be set. If the Stream Cadence has been set, and the stream is still not showing on the Report, another likely reason is that there are no leads in the stream. The solution here is to add records to the stream.    
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Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success.   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time   Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.
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Issue Issue Description Getting 'Communication Failure' error popup repeatedly when doing normal operations within the application.   Solution Issue Resolution:   - Disable all browser extensions especially any dealing with ad blockers as they seem to be the primary cause of this issue ("Ghostery" is an example of extension known for blocking multiple Marketo operations/ tasks). - Try to repeat same operations after you have cleaned cache and cookies - (If above option does not work) Try to repeat same operations while using a incognito browser window.  
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Issue Issue Description "${button-link}" appears on the Email Link Performance report in place of the URL the buttons point to.     Solution Issue Resolution To stop this "${button-link}" from appearing on the reports, edit the text version of the emails to replace the "${button-link}" with the URL the button points to. This occurs because the text version of the email didn't get edited to provide a valid button link. The "${button-link}" value is part of HTML templates and if the setting 'Copy HTML to Text version of email' is checked then those values get copied across. From there, if the text version doesn't get edited or reviewed after that copy over happens, tracked links for "http://${button-link}?mkt_tok=..." will be sent out for those leads that get the text version of the email in place of the URL the button points to. The next question after hearing this solution is often, "If this is just for the text version, who is reading the text version of emails?", and the answer is that it's probably automated link scanners or security software visiting the link and triggering the click to show on reports. 
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Issue Reporting on separate links in an email that both point to the same URL Solution When there are duplicate links in an email, the performance of those links will be consolidated into a single row in the Analytics report, so if there are three links that point to the same URL, there will only be a single line for that link on the Performance report. If you would like to differentiate between these duplicates, you can add URL Parameters. Example: www.google.com   and    www.google.com?parameter=second-link In this example, Marketo Link Performance Reporting will show each individual link on Analytics Reporting, but both links will go to the same place.
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Issue In Marketo, is it possible to change the way assets are referenced in Program, Smart Campaigns, Smart Lists, Emails and Reports, or how they are labelled or shown through reporting?     Solution No, it is not possible. The naming convention of assets and how it is used in Marketo is apart of the design of the product. When assets are created within a Program the naming convention is in the format of ProgramName.AssetName This is to identify where the asset resides in which program. Otherwise, multiple assets created with the same name would be causing confusion to the system when referenced in any of our Smart Campaigns, Smart Lists and Reports.
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030,  UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.
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Issue Issue Description Unable to create a subscription for static list.     Solution Issue Resolution While Subscriptions are not directly available for static lists and are only for Smart Lists and reports, you can create a Smart List that uses the filter 'Member of List' and then create the subscription on the Smart List instead.
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Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE. Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support.   Marketo Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support.   Support Services – Regions, Hours, and Languages Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region. Live Telephone and Online Technical Support Priority 1 incidents: 24x7x365 via phone or online support case Priority 2-4 incidents: Support available during regional business hours via chat or online support case. Regional Business Hours Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact. Languages Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce. With the above exception, all Support will only be provided in English. Support Access Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services. Regional Business Hours for Support Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.   Americas Europe, Middle East & Africa Asia Pacific Japan 6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm  
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