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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 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 Issue Description Some tokens in "Show Custom HTML Form for Known People" under Form settings don't populate.     Solution 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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Issue Issue Description When any link within an Email is clicked, the user is redirected to the wrong page.   Solution Issue Resolution This can occur when Branded Tracking Links have been incorrectly configured and the user is being redirected to the fallback page. The following checks should be conducted: 1. Ensure the correct Branding Domain is listed in Admin > Email > Branding Domains. 2. Ensure your IT team have set a CNAME record to redirect from your Branding Domain to your Marketo Tracking Link. (e.g.mkto-****.com) Who This Solution Applies To Customers using Branding Domains
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Issue Issue Description When selecting an image to display on a landing page, the image shows as a featureless grey box or blank space. There are also spaces in the image's file name.   Solution 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 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.   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 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"     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 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 Issue Description When validating the HTML of a template, 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.   Solution 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 You would like to know which partition a record that was captured by using "Forward to a friend link" in an email will be created in. Solution The record will be created under the partition which is associated with the work space under which the email asset is present. The record will not be created under the default partition.  For example, if you have a workspace named "Asia" which is connected with the partition named "APAC", then leads created via Forward-to-Friend links in emails stored in the "Asia" will be created in the "APAC" partition.
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Issue You're receiving an error that states 'Not Allowed - Error approving <asset-name> - {{token-name}} : Token key not found' when trying to approve an email asset. Solution 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 After the switch to a secured domain (from http -> https), landing pages display both a broken format and mixed content warnings. Solution Make sure all links referenced in your Landing Page Templates and Landing Pages are secured, in other words served with the https:// appended in the front and not http:// Step 1: Open up Landing page with non secure warning sign Step 2: On Google Chrome right click on the page that is displaying the warning and select "Inspect." On Mozilla Firefox it's called "Inspect Element." Look for any "Mixed Content" warnings. Step 3: Find and address the links that are referenced in the error messages **If the link that is unsecure is a custom CSS file, these files will need to be moved and hosted in a secure location so that the links are loaded over https.   Who This Solution Applies To Customers with Secure Domains for Landing Pages Service
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Issue You go to a Marketo form that has prefill enabled and see that it contains some other person's information. Solution Form prefill can display another person's information if a Marketo email sent to one person is then forwarded to someone else.   Clicking on another person's tracked link cookies you with their information and causes it to prefill in the form.   To correct this, clear the cache and cookies on your browser.   If you would like to make sure this does not occur with your customers, please disable form prefill for the fields on your form.   There is nothing wrong with the forms or landing pages themselves, it is simply a matter of another person's cookie being placed on the browser by the forwarded email tracking link.  
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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.
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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 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.
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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 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.     
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Issue Embedded Marketo form not visible in Firefox Private Browsing mode. Solution Firefox's private mode will be enabled by default. When you embed a Marketo form in your own webpages and view it in Firefox's private mode, it will disable the Javascript as part of the tracking protection of this browser. JavaScript is needed for the forms to appear on the landing pages or webpages. The "Tracking Protection" in the Firefox browser will need to be deactivated for the form to appear. Here is an article from FireFox regarding the Tracking Protection: https://support.mozilla.org/en-US/kb/tracking-protection    
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Issue The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview.     Solution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. When you send a Sample Email, you can test everything as if you are the customer including the system tokens {{system.viewAsWebpageLink}} .
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Issue Marketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser. Solution The templates are created when Marketo syncs lead email activities to Salesforce.  You can disable these activities from syncing in Marketo Admin > Salesforce > Edit Sync Options. Unselect the Email activities or Sales Email activities you have synced.  The templates will no longer be created, but you also won't get these activities pushed from Marketo anymore. This applies to both Sales Insight and normal Marketo sent emails.     If you would like to note an email was sent to a lead without enabling these activities, you can utilize Interesting Moment Flow Steps or Create a Task to sync via the activity log!   Who This Solution Applies To Customer using Sales Insight for Salesforce    
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