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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 The same email looks different in different email clients, and does not match what is shown in the Email Previewer.     Solution Different browsers and email clients render HTML and CSS differently. While there are standards set forth by W3C, there is room for flexibility. At a high level, it is expected for emails to look different, even within the same platform such as Outlook 2013 vs Outlook 2010. With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. You should consult with an HTML/CSS designer to make these changes. In all likelihood, the issue is related to how Outlook(or any other email client) is rendering the email and reviewing the Outlook settings as well as email and template code should resolve any issues customers are experiencing as when we send test emails to both outlook and gmail both are generally rendered differently (gmail seems a bit fine though). FAQs Where should I start trying to determine whether this is a Marketo or Outlook issue? In most cases if the email is loading within another email client without issue then Outlook would be the best location to review. Is there a way for me to see if it is a template problem? Yes, does the issue occur when an email is created and sent with another template? What are the steps to troubleshoot? In general, to provide the most accurate troubleshooting steps, a bit more information will be helpful. I have provided a few general tips below which may be helpful. As a rule of thumb, Outlook sometimes requires custom coding to appear as it does in other email clients since they use their own word engine to render the html. If the images when they are downloaded are not displaying as expected, we would typically recommend reviewing any code in the email since Outlook uses its word engine to render html and additional code may be needed for Outlook specifically as a result. A developer may be required to implement any custom code required to display the emails as expected. You may consider reaching out to the Community to understand what other users have done to overcome similar obstacles. I have provided a few links below which may be relevant. Is there any reference Documentation ? https://nation.marketo.com/docs/DOC-4765-why-does-my-email-looks-different-on-various-version-of-the-same-platform-like-outlook HTML Email Display in Outlook Marketo emails don't render properly in MS Outlook app for iOS Re: Help - My Emails Look Terrible in Outlook 2016 Here are a few resources that may help with Outlook rendering issues: It’s Not You, It’s Outlook – The Complete Guide for Email Marketers http://www.verticalresponse.com/blog/its-not-you-its-outlook-the-complete-guide-for-email-marketers/ Gallery of Common Outlook Rendering Issues Gallery of Common Outlook Rendering Issues MICROSOFT OUTLOOK CONDITIONAL STATEMENTS http://labs.actionrocket.co/microsoft-outlook-conditional-statements Outlook 2007/2010/2013/2016 and Word HTML http://www.howto-outlook.com/faq/wordhtml.htm 12 Techniques for Excellent Emails in Outlook.com How to Create Excellent Emails for Outlook.com A Guide to Rendering Differences in Microsoft Outlook Clients https://litmus.com/blog/a-guide-to-rendering-differences-in-microsoft-outlook-clients Surface Pro 3 and Outlook Email Rendering Redirecting
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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 You want to have one email address in the From field ( abc@test.com) a different email address in the Reply-To (all@test.com)? Solution Yes, you can use different email addresses in the From and Reply-To.  If the Reply-To is an email alias that sends to a group, you should confirm that email is working and able to receive email.  Please note: Automatic replies, such as out-of-office notifications will be sent to the From address, not the Reply-To.  Reply-To is only used when the person who received the email clicks the Reply button in their email client. Note :- The SMTP envelope sender typically appears as <uniqueidentifier>@*.mktomail.com. You will only receive responses of this nature if you have configured a branded sender for your subscription. While this serves as the correct destination for auto-responses, regrettably, it is frequently overlooked.    
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Issue Email asset does not show which template it was built on and shows the word "none" instead of the name of the template that was used to create that asset. Solution Any edit directly to the HTML code of an email will break the connection between the email and the template. Changes made to the template will no longer flow down to the email. After making those change you will see a template name of None instead of the name of a template. When editing the HTML in the email, you will see this warning message: This is a article attached image
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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 have been receiving form submissions that appear to have bogus/nonsensical data in the fields, such as "kjsag@sm4.to" for email address, or "111-111-1111" for phone number, or in a Comment field other random nonsensical text.     Solution Currently, there are no default settings in Marketo that prohibit a form submission if the required fields are filled out. A great workaround for addressing these bogus form submissions in Marketo is to implement a 'honeypot' field on the form. To do this, you will need to create a custom Marketo field, string type, and name it something distinctive (such as "spam" or "honeypot"). After creating this field in Marketo Admin > Field Management, place this new field on the form as a hidden field. Real live end-users do not see hidden fields, but spam bots will see them and fill out all available fields. So now when we see form fills with this honeypot field "not empty," we know that it was a bot fillout.   Setting up the Honeypot Field Say that you have a Trigger Campaign that's having some issue with these spam/bogus form fills. In the flow of this campaign, you can add a flow step at the top: Remove from Flow, with a Choice.   Choice: If Honeypot field Is not empty, then remove from flow Default: do nothing   This way, the lead record is removed from the flow. You can also have other campaigns to handle these bogus form fills, such as a daily recurring batch to delete the record.   Other Options Another method of dealing with bot fillouts is to enable a reCaptcha. In fact, a very prolific Marketo user has written custom code that you feasibly could use to enable a reCaptcha on the form! Check this out: https://codepen.io/figureone/pen/meybqN?editors=0110    
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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 You receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. Solution Marketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from  https://www.copypastecharacter.com/symbols, copy and paste it into your email. Alternately, you can work around this by q-encoding the emoji in UTF-8 format, which will render a string of code to add to your subject line. This code tells the email client to render the desired emoji. All you need to do is copy your desired emoji and run it through a Unicode to UTF-8 translation tool, such as https://onlinetools.com/unicode/convert-unicode-to-utf8. As an example, say you want to send a Happy Birthday email to a lead. You could copy the  (birthday cake) emoji and run it through a translator to yield the code "=?utf-8?Q?=F0=9F=8E=82?=" Entering this code in your subject line without the quotation marks will render the emoji on the client's end, and render it in the design most compatible with their device/browser. With any email design, it's always important to test before a live send to confirm it appears the way that you expect it to.
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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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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1: “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2: “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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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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