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Sometimes you may see a link in your email that isn't decorated when you mouse over it.  That same link isn't tracked when you click it.   Check that there is a link The most common solution is to add a link to the email.  Many email clients will automatically add links to when the text looks like a URL.  For example, here's a link as it was typed in an email: But Outlook renders that text as a link: To fix this, edit the email and add a link to the URL by highlighting the text and clicking the link icon in the HTML editor. It may seem redundant to put a link on a URL, but this will allow the link to be tracked.   Check the <a> tag   If you edited the HTML, check to make sure it's correct.  Check if the: href is enclosed with quotes <a> is opened and closed correctly   Check for class="mktNoTrack" If you edited the link with class="mktNoTrack", the link will not be decorated by Marketo.  You'll have to remove that class from the email template or email body, depending on where it is.   When using tokenized URLs, make sure the "http://" is outside the token Tokens are populated in the email construction process after the tracking links are inserted, so in order for Marketo to understand a tracking link needs to go there, it needs to see the "http://" before the token is inserted in the email.
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Issue: With long options in a select (dropdown) list, Internet Explorer will not expand the values as Firefox, Chrome and other browsers will do. This makes reading the values in the dropdowns impossible.     Solution: Insert the following Javascript/CSS in a Custom HTML box on your landing page. This script will only run if IE is used.   < script src="/js/public/jquery-latest.min.js" type="text/java script "></ script > < script type="text/java script "> var $ = jQuery.noconflict(); $(document).ready(function() { if ($.browser.msie) { $('selec t.mktFormSelect') .bind('focus mouseover', function() { $(this).addClass('expand').removeClass('clicked'); $(this).parents('li').addClass('liexpand'); }) .bind('click', function() { $(this).toggleClass('clicked'); }) .bind('mouseout', function() { if (!$(this).hasClass('clicked')) { $(this).removeClass('expand'); $(this).parents('li').removeClass('liexpand'); }}) .bind('blur', function() { $(this).removeClass('expand clicked'); $(this).parents('li').removeClass('liexpand'); }); } }); </ script > <style type="text/css"> select.expand { width: auto !important; position: absolute; } li.liexpand { padding-bottom: 22px !important; padding-bottom: 9px !important\9; } *+html li.liexpand { padding-bottom: 9px !important; } </style>      
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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 When creating an email or email template, 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 save edits to an existing email     Solution This error is most commonly caused by <script> tags in the HTML of the template or email. 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 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.
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Issue Issue Description Google is changing production of their robots.txt parser to an open source format and removing support for some widely used but unsupported  code:   In the interest of maintaining a healthy ecosystem and preparing for potential future open source releases, we're retiring all code that handles unsupported and unpublished rules (such as noindex) on September 1, 2019. For those of you who relied on the noindex indexing directive in the robots.txt file, which controls crawling, there are a number of alternative options:   -Link to Blog Post from Google:  https://webmasters.googleblog.com/2019/07/a-note-on-unsupported-rules-in-robotstxt.html?m=1     Solution Issue Resolution This should not affect any Marketo Landing pages if the Noindex, NoFollow code has been put in the Robots meta tags as per the documentation:  https://developers.marketo.com/blog/block-crawling-and-search-indexing-of-a-marketo-landing-page/ This will only affect your landing pages if NoIndex, NoFollow are in the robots.txt file and not in the header meta tags.
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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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Question: How do I add a link to my lead/contact's Salesforce detail page when sending an alert from Marketo?   Answer: If the lead or contact is in both Marketo and Salesforce at the time when the alert email is sent, then the link to the Salesforce detail page will be automatically appended to the alert email sent by Marketo.   Note You will need to use the "Send Alert Info" token within your Alert email while designing your email in the Design Studio of Marketo.     Below is what the generated alert looks like once it is sent from Marketo (note the link to the Salesforce detail page is automatically inserted):     Note if the lead or contact is not in Salesforce then there is no link to the Salesforce detail page:  
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Some fields in Marketo are read-only. It is not editable by completing forms, Change Data Value flow steps, on the lead detail page, or list imports. Here is a list of many of those fields: SFDC lead fields Lead Owner First Name Lead Owner Last Name Lead Owner Email Address Lead Owner Phone Number Lead Owner Job Title SFDC Campaigns SFDC Type   SFDC Opportunity fields   Number of Opportunities Total Opportunity Amount Total Opportunity Expected Revenue Other built-in and custom opportunity fields   SFDC Account fields   SFDC Accounts are not editable from Marketo   Marketo lead management system fields Anonymous IP Black Listed Cause Created Date Deleted In Sales Do Not Call Cause Email Suspended Email Suspended At Email Suspended Cause Full Name Inferred City Inferred Company Inferred Country Inferred Metropolitan Area Inferred Phone Area Code Inferred Postal Code Inferred State Region Is Anonymous Lead Partition Revenue Cycle Model Lead Revenue Stage Marketing Suspended Cause Original Referrer Original Search Engine Original Search Phrase Original Source Info Original Source Type Parent Company Name Registration Source Info Registration Source Type Unsubscribed Cause Updated   Sales Insight system fields   Last Interesting Moment Date Last Interesting Moment Desc Last Interesting Moment Source Last Interesting Moment Type Priority Relative Score Relative Urgency Urgency   Salesforce custom objects SFDC custom objects are all read only
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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 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 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 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 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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Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. Summary: Say you want to validate a custom field before someone submits a Marketo form on a Marketo landing page, then let Marketo do it's standard validation.   You can do that by overriding the formSubmit function in Javascript.  You can override it with a Custom HTML element for a single page; you can also add this Javascript to your landing page template so it affects many landing pages.   First, build a Javascript function to execute your custom validation (formIsValid() in the example below).  It should return a value of "true" if the fields validate. If not, return false.   Open the landing page for editing and drag a Custom HTML element onto the web page.  Paste in this Javascript and add your custom validation to the formIsValid() function.   <script type="text/javascript" src="/js/public/jquery-latest.min.js" language="Javascript"></script> <script type="text/javascript">      // set no conflict mode for jquery   var $jQ = jQuery.noConflict();   function myFormIsValid() {     var thisIsValid = true;     // Put your custom validation here.     // If anything goes wrong, set thisIsValid to false.         // for example, show an error message if the email contains "bob"     if ($jQ("#Email[value*=bob]").length > 0) {        Mkto.setError($jQ("#Email ~ span").prev()[0],"No Bobs allowed!");        thisIsValid = false;     } else {        Mkto.clearError($jQ("#Email ~ span").prev()[0] );     }     return thisIsValid;   }   function formSubmit(elt) {     if (!myFormIsValid()) {        return false;     }     return Mkto.formSubmit(elt);   } </script> Here's another example that checks if a required checkbox, such as a terms of service agreement, is filled before submitting: <script type="text/javascript" src="/js/public/jquery-latest.min.js" language="Javascript"></script> <script type="text/javascript">      // set no conflict mode for jquery var $jQ = jQuery.noConflict(); function myFormIsValid() {     var thisIsValid = true;       // show a message if they fail to check the box     if ($jQ("#TermsOfServiceAgreement").attr('checked') != true) {        Mkto.setError($jQ("#TermsOfServiceAgreement ~ span").prev()[0],"Please agree to the terms above.");        thisIsValid = false;     } else {        Mkto.clearError($jQ("#TermsOfServiceAgreement ~ span").prev()[0]);     }     return thisIsValid; } function formSubmit(elt) {     if (!myFormIsValid()) {        return false;     }     return Mkto.formSubmit(elt); } </script>   Follow these instructions if you want to retrieve the form fields via Javascript: Setting or Getting a Form Field Value via Javascript on a Landing Page The example above also shows you how to set an error field If you want to set or clear an error message on a field, you can use these two functions in your validation function. Note: These only work on form fields from the Marketo form designer. Replace the highlighted yellow bits below: Email -- the ID of the field where you want to show an error error message -- the text you want to display for this error           // error -- highlight the field           Mkto.setError($jQ("# Email ~ span").prev()[0], " error message ");             // no error -- clear the field           Mkto.setError($jQ("# Email ~ span").prev()[0]);  
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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 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 send a sample email to test the tokens in a Calendar (.ics) file, and the tokens are not populating. https://docs.marketo.com/display/public/DOCS/Create+a+Calendar+Event+%28.ics%29+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.
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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 add snippet to a template (email or landing page)?   Solution Snippets can't be added to directly to the templates. You would need to add them into the specific landing pages or emails created from the templates.
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