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Issue Is there a way to prevent opening a new browser window when a mailto/email address link in an email is clicked? Solution The reason why the link clicked in an email redirects to a new browser window occurs is because the link is a tracked link. As per design of Marketo tracked links, they are required to be loaded in a browser first which is why the mailtolink/email address clicked is loading in the browser first. If you wish to load the link clicked in the same window and not redirect to a new browser window, you will need to disable tracking on the link. https://docs.marketo.com/display/public/DOCS/Disable+Tracking+for+an+Email+Link    
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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. 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 A landing page is taking a significant time to load. Solution The load time of a landing page is generally due to resources that have a large file size or due to third-party scripts. This can be identified by using tools like https://tools.pingdom.com/ that breaks down the loading time of individual resources and scripts within a landing page. Another way to inspect the loading time of resources and scripts within a landing page is using the network feature of the developer tools in Google Chrome, Firefox, Safari or any other web browser: https://developers.google.com/web/tools/chrome-devtools/network-performance/reference https://developer.mozilla.org/en-US/docs/Tools/Network_Monitor https://developer.apple.com/safari/tools/    
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Issue You click on a link in a sample email to test form pre-fill, but when you do, the form is not pre-filled. Solution When sending sample emails, the send sample feature does not generate links which are captured by the web browser, so the form pre-fill information is not passed. The test needs to be performed by sending an email using one the features below:   Single Flow Action "Send Email" in a Smart List A Smart Campaign An Email Program Once a live email has been sent and not a sample email, the tracked link which contains the mkt_tok passes the lead info and the form will now pre-fill with that lead's information until the cookies are cleared, a new browser is used or an incognito browser is used.
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Issue Are Marketo forms responsive? Will they auto adjust their layout to the size of the screen depending on if they are mobile or desktop? Solution The form layout can work responsively on mobile and desktop depending on how you have it setup. If your form in whole is never wider than your intended screen size (like a mobile at 480pixels), then the form will not differ on mobile devices from its desktop view. If your form is too wide, you can alter the layout using custom CSS on the form code to make the form fit within the mobile browser screen size bounds. How to edit CSS of a Form is covered here: https://docs.marketo.com/display/public/DOCS/Edit+the+CSS+of+a+Form+Theme    
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Issue Is it possible to remove the .html from landing page URLs?     Solution Yes, the URLs will work without the ".html" suffix.  
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Issue Is it possible to remove the .html from landing page URLs?     Solution Yes, the URLs will work without the ".html" suffix.  
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Issue Description When selecting an image to display on a landing page, the image shows as a featureless grey box. There are also spaces in the image's file name. Issue Resolution Ensure that there are no spaces in the image's file name in Marketo. If there are, remove the spaces from the file name and re-upload. 
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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" 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 the fact that when previewing emails, you can 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 Description When editing a template and you validate the HTML, you receive an error of 'Error: Nested Editable Element: ...' with the id of the element following causing you to not be able to approve the template. Issue Resolution This is due to having an element with a 'mkto...' class nested inside another element with a 'mkto...' class. Below is an example:  <div class="mktEditable">      <div class="mktEditable"></div> </div> You will need to remove the 'mkto...' class reference from one of the elements to be able to pass validation and approve the draft as in the corrected example below:  <div class="mktEditable">      <div class="newClassName"></div> </div>
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Issue Description Landing Page is not selectable as a Web Page constraint value for a Fills Out Form trigger 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. 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
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Issue Description Some tokens in "Show Custom HTML Form for Known People" under Form settings don't populate. Issue Resolution There are four default tokens that Marketo puts in by default: {{lead.FirstName}} {{lead.LastName}} {{form.Button:default=Download}} {{form.NotYou:default=Not you?} Only the four tokens above can be used. Any other token will not work here. Who This Solution Applies To
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To enhance the stability of Marketo’s email assembly infrastructure, we are disabling some Velocity Script functionality on June 14, 2019. What change is being made? The following Velocity Tools will permanently be disabled for use in email script, on June 14, 2019. My Tokens: classTool contextTool resourceTool Some common use examples of these tools include: $class. getClass() $context. When are these changes taking effect? These changes will take effect in the June 2019 Release on June 14, 2019. How did it work before? The way Velocity Tools are used in your email scripts is highly dependent on the structure of your code and varies on a case-by-case basis. To identify how you are currently utilizing Velocity Tools in your email design, please consult directly with your developer. Documentation on each tool can be found on Apache’s website at the links below: classTool : https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ClassTool.html contextTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ContextTool.html resourceTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ResourceTool.html Why is this changing? We regularly review our infrastructure to ensure it meets the highest standards for stability and security. During a recent review, we identified that a small subset of Velocity Tools could potentially impact the health of our message assembly servers, and as a result, we made the decision to disable these permanently. What do I need to do? If you are currently using Velocity Tools in your email scripting, you will need to review and update your script to use alternate methods before June 14, 2019. Documentation on supported Velocity Scripting can be found on our Developers’ site at http://developers.marketo.com/email-scripting/. Any email script tokens still referencing Velocity Tools after the June 14, 2019 deadline could fail to compile, resulting in emails not rendering as expected or complete send failure. We have identified impacted customers using these Velocity Tools and will alert them individually via Marketo Notifications. Considering the customized nature of Velocity Scripting, Marketo Support is not able to assist with the authoring or troubleshooting of custom code. Please reach out to your developer for assistance. If you no longer have access to a technical resource, you may also contact your CSM to coordinate a scoping call with our Professional Services team.
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With the evolving best practices and awareness around data privacy, Marketo will be upgrading how we handle form pre-fill. What change is being made? Starting April 24, 2019, Marketo will only pre-fill form fields if the URL used to navigate to the Marketo landing page contains a valid mkt_tok URL parameter value (which occurs when users click tracked links in Marketo emails). What that means is, any time a person is viewing a Marketo landing page with a form, the URL being used must contain the mkt_tok token in the query string, otherwise the form on that landing page will not be pre-filled. If the URL in the browser window does have a valid mkt_tok tracking token, then the form within the page will pre-fill as expected with data corresponding to the person record associated with that mkt_tok. Also note that if you are embedding Marketo Landing Pages within other web pages using an <iframe>, the mkt_tok would need to be passed from the parent page to the <iframe> URL if you intend for form prefill to work within the <iframe> ​How did it work before? Previously, Marketo landing pages would rely on Munchkin tracking cookies to identify known person records, and forms would pre-fill based on that cookie. Form pre-fill did not require being linked to a Marketo landing page from a tracked email link. Why is this changing? This upgrade is being made to provide a more consistent and more secure experience with Marketo’s forms. We have identified that, in the past, people have experienced scenarios where data pre-filled into a form didn’t always correspond with the actual person viewing the page. For example, people using a shared computer or those who may have been cookied incorrectly by clicking through a forwarded email, could end up viewing incorrect data associated with a different person. To provide a more consistent customer experience, and as a security enhancement, Marketo is upgrading the conditions under which the form pre-fill will display known customer information. In short, pre-fill will only work when users clickthrough links in Marketo emails, demonstrating that they have ownership of the email address associated with the known person record. Below is a list of different scenarios and how form pre-fill will work moving forward. Please note, these changes to form pre-fill will not affect any other functionality of Marketo Forms, including the progressive profiling feature. Scenario Will the form pre-fill? Notes Clicking a tracked link in a Marketo email to a Marketo landing page with a form which has pre-fill enabled Yes The email link must have mkt_tok enabled. Links that are not tracked or that have mkt_tok disabled will not work. Navigating directly to a Marketo landing page with a form which has pre-fill enabled No A direct link to the landing page will not have the mkt_tok present in the HTTP request. Refreshing a Marketo landing page with a form which has pre-fill enabled No The mkt_tok is stripped from the URL after Marketo Landing Pages load so refreshing the page will not include the mkt_tok in the URL. As a result, pre-fill will not work. Clicking a link in a sample email to a Marketo landing page with a form which has pre-fill enabled No The sample email will not have a valid mkt_tok attached to the link and so will not pre-fill the form. If you wish to test form pre-fill you will need to use a real email from a Marketo campaign. Navigating to a non-Marketo page that includes an embedded Marketo form which has pre-fill enabled No This behavior does not change with the upgrade. Pre-fill has never been supported for Marketo forms that are embedded on non-Marketo pages. Navigating to a non-Marketo page that includes an <iframe> pointing to a Marketo Landing Page that includes a form with pre-fill enabled With custom implementation The form within the Marketo Landing Page that is being loaded in the <iframe> will pre-fill if the mkt_tok value from the original HTTP request is passed along to the <iframe> URL Visiting a Marketo page with a mkt_tok that is not associated with the same person record as an existing Marketo Munchkin cookie currently stored on the browser No This will prevent the wrong person’s information from being displayed in cases where a computer is shared, or an email with a mkt_tok tracked link is forwarded to another person that may already be cookied as a known person in your database. Copying a Marketo tracked link from an email and sharing/pasting it externally (email, blog, chat, social media post, etc.) that enables another individual to click the tracked link Yes The tracked link in a Marketo email will redirect to a URL with the mkt_tok included, so anyone clicking this link will reach a page and see pre-fill data associated with the known person record from the “to” line of the email.
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Issue Description Tracked links in emails resolve to "Your connection is not private", or other security warnings in the browser, when clicked. Issue Resolution The browser is expecting the branded link domain to be secured with a SSL certificate. Subscriptions without Secured Domains for Tracking Links: Please contact your Customer Success Manager to discuss purchasing a subscription to Secured Domains for Tracking Links. Subscriptions with Secured Domains for Tracking Links: Please contact Marketo Support to provision a SSL certificate onto your tracking link domain. More information can be found here https://nation.marketo.com/docs/DOC-6231-overview-faq-secured-domains-for-tracking-links
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Issue Description In an attempt to approve an email, a 'Not Allowed' error message is being displayed with the following details: {{lead.Email Address}} : Token key not found Issue Resolution Check that token syntax is correctly inserted with no missing left or right 'curly' brackets '{{' '}}' Check that the field name of the token does not have any incorrect spelling (e.g. Email Address) If the token syntax is correct and the field name of the token is spelled correctly, it is possible that the field name of the token contains a Unicode non-breaking space (e.g. between 'Email' and 'Address'). This would have been inserted if it was copied across from a platform that was encoded with Unicode (e.g. Microsoft Word) - To rectify this, delete the space in the token and re-insert it with a normal space using the spacebar on the keyboard. Once this is corrected, the email approval should work.
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Issue Description You have disabled starter templates in the Admin section but the templates are still available while creating a new email asset. Issue Resolution We suggest that you navigate to Admin Panel > Email > Edit Email Editor Setting > check the box for "Enable Marketo Starter Template" and then save the settings. Again navigate to the same location and then uncheck the box. Upon saving the setting now, the problem should be solved.
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Issue Description 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 Issue Resolution 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 Description Link(s) placed into Email(s) by a Token is not tracked and does not show successful click activity in the lead/person record. Issue Resolution Sometimes there are situations in which URLs, and other content, are placed in emails by using {{tokens}}. When Marketo sends emails, you can think of building the email in 2 steps: Marketo searches the email code for "http" or "https" and wraps the tracking code around the URL Marketo inserts the values of {{tokens}} into the email. If the {{token}} value is http://www.domain.com , that would be expected to not track because of the above 2 steps. After the {{token}} value is inserted, Marketo does not go back to wrap tracking code around http/https. The {{token}} doesn't look like a URL when the system applies the tracking code because the tokens don't pull the values in until the next step after. The solution to tracking tokens is to place http:// or https:// on the outside of the token, like such: http:// {{token}} That way, when Marketo builds the email, in step #1, the system recognizes the http and knows it's a URL. Then the tracking is wrapped around the http and the {{token}} as well. Then in step #2, the {{token}} value is inserted into an already-wrapped link. A unique caveat to keep in mind is that if the {{token}} value contains http, but http is on the outside of the {{token}}. Let's say the URL you want to insert is http://www.domain.com . You have to move the http:// out in front of the {{token}}, but you don't want to also have it inside the {{token}} as well. If your link ends up being http://http://www.domain.com it will break. To get around this, you'll need to remember to take the http:// out of the {{token}} value. {{http://www.domain.com}} would instead be http://{{www.domain.com}}
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Issue Description Changes made to an email template are not reflected on the email assets (that are using the template in question) after approving the draft for those emails. Issue Resolution To find out why the changes are not reflected, follow the steps below: Go to the email template in question. Check if the HTML elements that have changed have the class of mktoModule, mktoEditable, mktoContainer, or any other mkto related class name. Disassociate the HTML element(s) in questions from the class above. Note: These steps will require an complete overhaul on the email template's code base, because the relationships between elements would change. This type of change will require assistance from a developer/engineer who is experienced with HTML and CSS. Who This Solution Applies To All customer with Email 2.0 Editor enabled.
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