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Issue Issue Description You encounter the error "You do not have permissions to do this" in one of the following situations: When you are creating an email template, you click on the Validate HTML button When you are trying to edit an existing email     Solution Issue Resolution This error is caused by Javascript in the HTML of the template. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML.   The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML.   If you are unable to actually edit the asset, the workaround is to clone the asset.  If you clone the email, it can open in the editor and then you have the ability to remove the script. After this, the email will be good to go.    
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Issue You have a tracked link in an email. When the email is received, the link breaks and doesn't redirect to the desired page. The link works perfectly when the tracking is disabled. Solution The server hosting the link might not accept parameters, or might limit the number of characters in the parameter, etc. When tracking is enabled, Marketo adds mkt_tok=manymanycharacters. The issue could be either the page does not accept parameters at all, or does not accept such long parameters. You might need to reach out to the developers of that page and investigate this. Our suggestion is to have “track link” checked but not the “Include mkt_tok”. Unchecking just Include mkt_tok will still allow the link to be tracked, but after redirect, the destination URL will not include the mkt_tok query string parameter.
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Issue When approving emails, the system shows the following error: "Note: detected the following lines in text version that are longer than 1000 characters: Line 6 and they are not fixed. The email is now approved".     Solution This error is an indicator that there is a large line of text in the text-only version of the email that is over 1000 characters. This occurs when there are long links in the email which will not publish correctly in the text version of it. But still the email will be approved and can be sent. Check for excessively long links in the text version of the email and simplify them if possible. You can test it by sending a text version of the email to yourself, or by checking the Text Only version in the Email Editor.    
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Issue Does Marketo have the ability to edit the email header detail for particular email sends? Solution Marketo currently does not provide an option via the UI to customize the headers of emails. Custom headers can be built at a cost. For more information, reach out to your Customer Success Manager.
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Issue Form in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy This is a article attached image Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format This is a article attached image Environment Marketo forms and common web browsers such as Chrome, Opera, Firefox. Root Cause This behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser  This is a article attached image This is a article attached image
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Issue Sometimes, you may receive an auto response from an email that has been sent through a batch campaign. The auto response email will not show the lead's email address instead it does contain the HTML of the email along with the Marketo decorated link. Is there a way to decipher this to determine which lead record this corresponds to?   Solution You could try opening a new browser window and either clear your cookies first or use the browser's private browsing feature (makes a cookie sandbox) so you don't confuse Marketo and tie that person's lead to you by accident. Anyways, in your cookie-free browser, click the link and then go to a form that Marketo prefills for you and you may see the email address that was originally targeted.    
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Issue You want to delete an Email Template but that template was used to create existing emails in your instance.     Solution It is not possible to delete an Email Template that is in use by emails in your Marketo instance, even if those emails are not approved.  If you wish to delete the template, you will need to first delete the emails that use it.  You can find these in the Used By tab in the template's information.  Alternately, you can break the connection between the email and the template, which would allow you to keep the email but delete the template.
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Issue You would like to customize Forward to a Friend emails to add personalized content. Solution You can in fact customize the look and feel of the Forward to Friend form using a combo of Velocity and JavaScript. This article describes how: http://blog.teknkl.com/building-a-better-forward-to-friend-with-velocity/  
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Issue The deep link in a Marketo email does not redirect to the designated App.   Solution By design in Marketo, when tracking is enabled for a link, the link will be wrapped with a tracking link like 'http://test.website.com/[unique sequence of characters]'. So when a tracked link is clicked, the link 'http://test.website.com/[unique sequence of characters]' is first loaded in a browser then redirects to the actual link in the same browser. Therefore, as some deep link configuration can depend on the actual link first loading, a tracked link in Marketo does not redirect to the App. One workaround here is to disable Marketo tracking link so that the deep link will redirect to the App. However, the trade-off of this is that the click link activity will not be recorded in Marketo.
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Issue 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.   Solution 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.  
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Issue Sometimes, you may notice that editing the text version also affects the HTML version of the email. Is there a way to edit the text version without the same edits occurring to the HTML version? Solution Changes to TEXT never apply to the HTML version. It's likely because when you "save" an element, it will add the "root block element" to the HTML side if one isn't present. So, your HTML is probably not handling it correctly. You can change the "root block element" to none in the Admin > Email > Editor Settings dialog. https://docs.marketo.com/display/public/DOCS/Using+the+Rich+Text+Editor        
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Issue You want to use a Marketo Form in an email. Solution Forms cannot be used in email. Forms rely on using scripts to be able to pull and send data, but email clients will usually scrub or prevent the execution of scripting languages such as Javascript for security reasons. Note: Including scripts in your email can increase the chances of your email being classified as spam as well.    
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Issue When you send an email that was cloned from a previous campaign and updated, the sent email shows the old content rather than the new content. Solution This can be caused by Dynamic Content in the email.  If you clone an email with Dynamic Content but only update the default content, then the old content will be sent to leads who are not part of the default segmentation.  Open the email in the editor and see what email elements are displayed in the Dynamic tab.     Check the different segments in the editor and see which ones have the old content. You can update the dynamic content for each segment or simply make the content static, which will make the email use the default content for all leads.    
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Issue Issue Description My Tokens not appearing in an email as an option to insert.   Solution Issue Resolution It is highly likely that the email is not in the program or campaign folder containing the My Tokens. Examples:  The email could be located in Design Studio The email is within a program but the token is not defined in the program it is in, or the campaign folder it is in In all cases, the email must be within the program or campaign folder that contains the My Tokens.
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Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: This is a article attached image You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: This is a article attached image From the My Cases navigation you can access the following case views: This is a article attached image My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues  Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases   To view specific case details, click a case number. This is a article attached image From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.   Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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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 Clicking a tracked link in an email either leads to a 404 page or the fallback page. Environment Tracked links Tokens Specific Characters: "#", "$", unbalanced brackets "{" or "}" Solution Do not use the following characters "#", "$", unbalanced brackets "{" or "}" in a link that is tracked when using a token as well. For example: www.google.com/ebook-download.html?ebook={{lead.ebook}}# This will not work and will either direct to a 404 page or redirect to fallback page. When hovering over the link you will see that it is not a normal tokenized link, it will contain something along the lines of: $mktEncrypt.encrypt($mkturl2)/<random characters> Root Cause When using tokens in the url of a tracked link, the email is processed and the tokens are substituted and populated with the correct information. The engine that assembles this information have some characters reserved for use such as #.
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Issue The format of the landing page is distorted in comparison to the version displayed in the landing page preview.  Environment SSL Certificates Landing Page Domain Landing Page format is different from preview Landing Page contain unsecure content Landing page template has http instead of https   Solution Ensure all the links used in HTML code used in the landing page template is referencing "HTTPS" and not "HTTP". You can follow the steps outlined in the document below on how to edit landing page template.  Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/edit-a-marketo-landing-page-template.html **NOTE: If the landing pages is approved, a draft version of the landing page is created for any landing pages which is using the landing page template. You can mass approve those landing pages via following steps outlined in the document below. Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-actions/approve-multiple-landing-pages-at-once.html?lang=en Root Cause Once you secure your Marketo landing pages to be served over "HTTPS", you should have not links referencing "HTTP" (unsecured) assets or pages. 
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Issue LinkedIn leads generated through LinkedIn Lead Gen form does not populate Inferred State/City/Country values. Solution Use field mapping between Marketo and LinkedIn to make sure inferred State/City/Country fields are mapped to respective LinkedIn fields so that they are captured in Marketo. Root Cause The inferred State/City/Country is populated via the person tokens and that information is normally captured when a lead fills out a Marketo form. If instead, the form used is a LinkedIn form, then that information is not passed over to the Marketo lead fields. Environment Marketing Activities LinkedIn Lead Gen
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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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