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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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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 Issue Description If a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic.   Solution Issue Resolution Instructions to generate a HAR file broken down by browser version: Chrome In Chrome, go to the page within Marketo where you are experiencing trouble. At the top-right of your browser window, click the Chrome menu (⋮). Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome. Click the Network tab. Select Preserve log. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser. Refresh the page and reproduce the problem while the capture is running. After you successfully reproduce the issue, right click on any row of the activity pane in the Network and click Save as HAR with Content. Save the HAR file. Select the Console tab. Right-click anywhere in the console and select "Save as...". Name the log file Chrome-console.log. Send both files as shared links in a reply to your case. Firefox In Firefox, go to the page within Marketo where you are experiencing trouble. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window. Select Web Developer > Network. The Developer Tools window opens as a docked panel at the side or bottom of Firefox. Click the Network tab. Select Persist logs. After you successfully reproduce the issue, right-click any row and select Save all as HAR. Firefox typically takes a few seconds to prepare the download. A slight delay on this step is normal. Select the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Safari In Safari, go to the page within Marketo where you are experiencing trouble. In the menu bar at the top, click Develop and select Show Web Inspector. Click Preserve Log. Click the Console tab and select Preserve Log. Go back to the Network tab. Refresh the page and reproduce the problem while the capture is running. Once you have reproduced the issue, select Export. Save the HAR file. Click the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Internet Explorer 11 (IE 11) In Internet Explorer, go to the page within Marketo where you are experiencing trouble. Click the gear icon in the top right. Select F12 Developer Tools. Click the Network tab Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running. Refresh the the page and reproduce the problem while the capture function is running. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk. Click the Console tab. Right-click any row and select Copy all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case.
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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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If you sent an email from the Lead Database (as a Single Flow Action), as part of a campaign, or as a test email but didn't receive it, here are some tips.   Check the "From:" address   When sending a test message, make sure to check the "From:" address setting on your message. To do this, go to the Email Settings tab of the email editor. In the "From:" field, make sure that you either have a single valid email address, or a valid email address as the default, if you are using a token.   Many people want to send their messages from the lead owner. When you use the send test feature, the email address you are sending to doesn't have a full lead record, and so it doesn't have a lead owner. Since Marketo cannot send an email with no "From:" address, test messages without a valid email address in the "From:" field will not send.   Send as a Lead   If you have verified that the email had a valid From: address and you still aren't getting it, make sure to create yourself as a lead and send using a flow action.   See if the mail was sent   If you sent the email as part of a campaign or Single Flow Action, check the campaign's Results tab or your lead detail page to see if that mail was already sent to you. If it hasn't been sent yet, try waiting a little while longer.   Check your Junk Mail   In your email client, check your Junk Mail or Spam folder to see if the mail landed there. If it did, you should change the content of your email.   Check your corporate spam filter   Your corporate mail server may have blocked emails from Marketo; you should contact your IT department to see if this is the case. Please see our instructions for whitelisting Marketo's email servers: Add Marketo to Your Corporate Email Whitelist   Try sending to a different recipient   If you sent the original mail to your corporate account, try sending to a personal account on Yahoo or Gmail. If you sent it to a personal account, try your corporate mail account.    Use Marketo's Email Deliverability product   The Email Deliverability PowerPack, with Design Informant and Inbox Informant, can warn you when your mail is being rejected because of its content and help you identify junk mail pitfalls. Also, using Domain Keys and SPF improve the chances of your email landing in your leads' inboxes.   Contact Marketo   If you still can't figure out what happened contact Marketo to see if we can help.
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Issue You have multiple domains for your landing page CNAMES and want to choose which one is used for a landing page. Solution First, you will need to make sure your secondary domains are set up with a CNAME and a domain alias. You don't choose a domain when creating the page.  All pages are created under the default/original landing page domain, but they're all available from all domain aliases as well. Swapping out the default domain with the domain alias in the URL will take you to the same page.  You find more detail on this here - Multiple Domains (CNAMEs) in a Single Marketo Instance  
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Issue You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Solution When two SFDC picklist fields are mapped to one field in Marketo, the only values that will show in Marketo will be the values that exist in both picklists.  Review the picklist values in Salesforce and add any missing values to the picklists so that they match exactly. This could happen in situations where the field in Marketo is mapped to a SFDC picklist field on leads as well as a SFDC field on contact/account.
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Issue You created a picklist field in SFDC and want to know if that field will sync down to Marketo with the field type of picklist.     Solution Marketo has a picklist option in form fields, but not in Lead Database fields. When you sync a field from SFDC that has the type of picklist, this field will show in Marketo with a type of String. However, when you create a form, the field type for your field will show as "select," which is a picklist.  
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Issue You have a custom landing page template and are able to see that landing page is not rendering perfectly on the editor but works as expected when published.   Solution As you are facing the issue on a custom template, we suggest you to follow the below steps.   Download a template form the URL- https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/guided-landing-page-template-list.html In Marketo, navigate to the Design Studio Click Landing Pages in the left-hand tree, then select Templates. In the menu bar, click Import Template. Choose the downloaded file, enter a template name, then click Import (make sure to pick a descriptive name and indicate that editing mode is Guided). Create a new Landing page with the recently downloaded template without making any changes. If the default background image works on this landing page as expected, it confirms that the issue lies with the custom coding that was added to the template. Marketo Support is not set up to assist with troubleshooting custom code. The best point of contact will be your web developer who should be able to resolve the issue for you. Please be aware that the landing page editor may not load all external resources in the editor or previewer, which can cause them to look different than the published version. If the background image doesn’t render on this newly downloaded template as well, contact support and we will assist in troubleshooting your issue.    
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Want to gauge how many leads clicked through a link you have in your social media or other outlets? This can be done using URL Parameters at the end of the URLs you use. Basically, you just add a little bit of code to the end of the hyperlinked URL. When leads click through and arrive at your Landing Page, that code can be captured into a hidden Form field. Here’s how to do it.   Quick Overview of URL Parameters In the structure of a URL, there are two main parts. The first part is used for navigation, and the second part is used to pass data along. The two parts are separated by a question mark. For example, let’s look at this URL:   www.myawesomewebsite.com?URLParameter=ThisIsAParameter   The first part of the URL, “www.myawesomewebsite.com” is the main part of the URL used for navigation. The whole rest of the URL from the question mark on, “?URLParameter=ThisIsAParameter” is referred to as a querystring. It isn’t needed for navigation to the page specified, but can be used to pass the extra data you want to include.       The querystring contains the URL Parameters, which are used to push data into the hidden Form fields. In the querystring “?URLParameter=ThisIsAParameter” used here, “URLParameter” corresponds to the name of the parameter you use when designating the value for the hidden Form field, and “ThisIsAParameter” will be the value that is actually entered into that field. You can add additional values into additional other fields by adding those into the format of the URL separated by an ampersand like this:   www.myawesomewebsite.com?URLParameter=ThisIsAParameter&URLParameter2=ThisIsValue2&URLParameter3=ThisIsValue3   In this example, you’ve got the same initial value being pushed into the first hidden field, but now two more hidden fields will store the next two values as well. The name of the parameter for the second hidden field would be “URLParameter2” and the value put into it would be “ThisIsValue2”. The third hidden field parameter name would be “URLParameter3” and the value put into this field would be “ThisIsValue3”.   Applying This to Social Media Use So, how does this let you track leads coming from each of your social media sources? Well, in setting up your different promotional channels, when adding the hyperlink, you can customize the URL parameter for each channel so that the values passed will input the information specific to where they came from. The parameter values will change from one social media outlet to the next, but the structure and format will stay the same.   Let’s use the social media sources of Twitter, LinkedIn and Facebook as examples. Since you’re looking to identify the source of these leads, you’d likely want to name your parameter as “Source” so that it’s easily identifiable. Using the same base URL, let’s see how you’d structure the URLs. For hyperlinks placed on Twitter: www.myawesomewebsite.com?Source=twitter For hyperlinks placed on LinkedIn: www.myawesomewebsite.com?Source=linkedin For hyperlinks placed on Facebook: www.myawesomewebsite.com?Source=facebook   When leads fill out the form on your landing page, the Source field will then tell you exactly where they came from! The best part, this is completely customizable and scalable. You can add more parameters and hidden fields to capture additional information like what campaign it is for.   Documentation How to make form fields hidden: https://docs.marketo.com/display/public/DOCS/Set+a+Form+Field+as+Hidden How to define hidden form field value: https://docs.marketo.com/display/public/DOCS/Set+a+Hidden+Form+Field+Value (Look for the section on URL Parameters in particular) Using the URL builder to generate the URLs you’ll be using: https://docs.marketo.com/display/public/DOCS/Using+the+URL+Builder    
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Issue You may notice this permission error "You do not have sufficient privileges to perform this action" when previewing an email even though the user role has permission to access the emails. Solution This can happen when the user role didn't have any access to the lead database as shown in the picture. This is a article attached image The user role needs the top-level access to the Lead Database(1 of 15). This is because the email previewer allows one to view the asset as if you were a specific lead, but if you can't see the leads, then the error will trigger. To fix this issue, you would need to provide the user role with top-level access to the lead database.        
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Issue You would like an links in an email to be tracked, but need to eliminate the tracking URL parameter on the tracked links. Solution In the Email Editor, you can uncheck "include mkt_tok" in the Edit Link box. This is a article attached image Adding a class "mktNoTok" to any Anchor Tag will allow you to keep the Link Tracking, but disable the Tracking Token Parameter from the URL. You may also edit the Head of the email HTML to make large sections with this class.    
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Issue You send a sample email to test the tokens in a Calendar (.ics) file, and the tokens are not populating. Create a Calendar Event (.ics) File     Solution Tokens in an .ics file do not populate for sample emails.  Send the email to a test lead via 'Send Email' Run Action in the Database instead or via a smart campaign.
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Issue How page views and form fills are counted in the statistics section of a Marketo Landing Page asset. This is a article attached image Solution How they're calculated When viewing the Landing Page asset in either Design Studio or Marketing Activities, the statistics section provides information regarding page views and form fill outs, if the page has a form located on it.  The page views are a cumulative total indicating how many times the page was loaded, regardless if the visitor was a known record in the database. This means anonymous people can record a view here, due to Munchkin tracking on the page. This section provides a total number of views, not unique visits. This means that a person can load this page multiple times and each visit will be tallied in this section. The form fills section (x Filled out Form (x%)), indicates how many times a visitor filled the form out on the page, if it has one. This total is also counted in the same way the views section is, meaning it's a total number of submissions. Therefore, if a record in your database fills out the form more than once on a page, it will be counted toward the total.   Difference between calculations The difference between these two metrics is that the page views will keep a historical record of visits to the page. This means the total will not change if you happen to delete a bunch of records that visited the page in question - the total persists regardless if the record is no longer in the database. With that said, the forms section does not. This area is tied specifically to the existence of that known record in your database. This means that, once a record who filled the form out is removed from your database, the submissions they performed will be subtracted from the total.
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Issue The subject line for an email sent out to leads did not match what was set for an approved email.   Solution The email may have Dynamic Subject Lines enabled. Dynamic Subject Lines allow you to set dynamic content for the subject line based on the Segmentation of your leads. Visit our Documentation for further information about segments and dynamic content. Segments: Create a segmentation Dynamic Content: Using Dynamic Content in an email The issue can be resolved by converting the subject line to a Static Subject Line. A Static Subject Line is a single line of content that will send out to any recipient of your email, regardless of their segmentation. You can do so by doing the following:   Click on the Subject Line to bring up the Subject Line edit buttons. Click the Make Static button
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Issue There are multiple forms on a Marketo landing page. No custom code on any of the assets. Form Pre-fill is enabled on all fields, but only the first form on the landing page is being pre-filled. Solution Marketo does not support using multiple Marketo forms on a Marketo landing page. Pre-fill gets messy with multiple forms is because we only pull pre-fill for the first form that we load.
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Included in this article:   Overview Limitations Error Handling and Troubleshooting Overview No-Draft for Snippets allows you to distribute snippet changes without drafting approved assets using it. All assets using the edited snippet get the updates and maintain their respective status: Approved assets get the snippet updates and stay approved Drafts get the snippet updates and stay in draft mode No-Draft is automatically enabled for all Administrator roles. An admin can then enable this feature for any additional role. While No-Draft Snippets are very useful, they do have some limitations and issues that tend to arise. This article will show you what those limitations are and how to troubleshoot issues that can come up.   Limitations This feature is designed to save time with the snippet approval workflow. There are a few limitations to be aware of: No-Draft will not work if you replace one segmentation with another one in the same snippet. However, No-Draft will work if you change, add, or delete a segment within a segmentation that is referenced in the snippet No-Draft will not work if you add/remove a segmentation to a previously approved snippet By design, No-Draft will fail if you make a dynamic snippet static, or a static snippet dynamic. If your use case requires this scenario, then we recommend you create a new snippet to be used across your assets. If you must update the existing snippet, then you will need to approve it using the Create Draft option, then re-approve the assets using the snippet (in other words, the old behavior) No-Draft does not auto-approve drafts Users without the No-Draft permission can still approve a snippet, however it will generate drafts of approved assets No-Draft works only when approving one snippet at a time Assets using the snippet are locked for approval until No-Draft is done processing Snippet updates made to approved assets cannot be rolled back No-Draft applies only to snippets   Error Handling and Troubleshooting If something goes wrong, an error message is delivered to the Notification section of Marketo. You can subscribe to this notification and receive email alerts in their inbox. Users must subscribe to No-Draft in each workspace with the permission enabled.   If an error does occur, chances are that the update process was not completed. Some assets may have the updated snippet content and others may not.   To resolve, redraft the snippet and re-approve. 1. Select the snippet and click Edit Draft. 2. Make a small edit in the snippet editor to create a draft (such as pressing the keyboard’s spacebar). 3. Click Approve Snippet. 4. In the dialog box, select Update all to start over.   This should fix the issue. Contact Marketo Support if the problem persists.
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Issue: My landing page is showing the wrong title, why is this and how do I fix it?   Solution: When you clone a landing page, the title of the old page carries over to the new one. In order to update the page title please see Edit Landing Page Title and Metadata for detailed instructions.
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Issue Issue Description The user role has all the permissions to Design Studio, but whenever trying to preview an email, a limited access message is displayed: "You do not have sufficient privileges to perform this action" This is a article attached image     Solution Issue Resolution The user role must have permission to 'Access Database'. The full access to Database is not needed, just the main access by selecting 'Access Database' and unchecking everything else underneath. The reason for this permission is that, when previewing emails, you are able to select to preview an email as a specific lead. In order for this to happen, users will need access to leads. 
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Issue Issue Description Landing Page is not selectable as a Web Page constraint value for a Fills Out Form trigger.   Solution Issue Resolution Check if Landing Page is Approved Check if Landing Page is within the same workspace as the Smart Campaign with the Fills Out Form trigger [Note: this condition is only applicable if there are workspaces within the instance] Check if Landing Page is NOT within an archived folder Check if Landing Page has a form associated with it. If not, then it will not appear as a selectable option as Web Page constraint. While it is possible that a form can be inserted directly into the HTML of the landing page template, the landing page will not be associated with the form in this way.   This is a article attached image For a Landing Page to be a selectable option as a Web Page constraint it must be associated with a form by inserting the form to the landing page via the UI as illustrated in our docs below: http://docs.marketo.com/display/public/DOCS/Add+a+New+Form+to+a+Free-Form+Landing+Page http://docs.marketo.com/display/public/DOCS/Add+a+Form+to+a+Guided+Landing+Page This is a article attached image
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