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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 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 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 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 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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Issue None of your tokens are rendering inside of your .ics Calendar File token and instead are showing as the {{lead._____}} form.     Solution This is caused when a single token has an undefined value, such as a 'My Token' which doesn't exist in your Program. Send yourself a version of the Calendar file and look for a blank space where a token should be- This will be the token causing the others to not work. Make sure to define a value for this token and then your Calendar File will render without issue.    
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Issue The subject line for an email sent out to leads did not match what was set for an approved email.   Solution The email may have Dynamic Subject Lines enabled. Dynamic Subject Lines allow you to set dynamic content for the subject line based on the Segmentation of your leads. Visit our Documentation for further information about segments and dynamic content. Segments: https://docs.marketo.com/display/public/DOCS/Segments Dynamic Content: https://docs.marketo.com/display/public/DOCS/Using+Dynamic+Content+in+an+Email The issue can be resolved by converting the subject line to a Static Subject Line. A Static Subject Line is a single line of content that will send out to any recipient of your email, regardless of their segmentation. You can do so by doing the following:   Click on the Subject Line to bring up the Subject Line edit buttons. Click the Make Static button
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Issue When you click on ‘Forward to Friend’ link on an email template, it redirects you to the below 404 error page.       Solution The ‘Forward to Friend’ link will work only in a sent email and not on an email template. To test this functionality, you need to create an email using the template which contains "Forward to Friend’ link and then send the email to your test lead using a run action.  It will not work properly with a send sample. Open the email and click on the "Forward to Friend" link. Once clicked the email will open on a webpage and then the below "Forward to Friend" box will be visible.     To know more about "Forward to Friend", refer the below document.   http://docs.marketo.com/display/public/DOCS/%27Forward+to+a+Friend+Link%27+in+Emails    
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Issue You have a Marketo form embedded on a non-Marketo page.  When you open developer tools in your browser you see: "Error loading form: Object error: true errorCode: 400 message: "Subscriber <Your Munchkin ID> is not valid" "   Solution The form embed code you are using is looking for your instance in the wrong place. Check the URL when you first log in to Marketo, make sure the sub domain in that URL matches what is in your embed code. For example: If you see https://app-sjst.marketo.com/ then make sure you have that same "app-sjst" in your embed code. Please note: This may vary between your sandbox and production instances.        
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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 You are trying to edit an existing email template, and it has the status of "Approved with Draft" However the draft is not showing up in menu tree and when you try to edit and save, you get the error "Not Allowed – Template already has a draft." Solution Issue Resolution Refresh the browser or check is the draft is opened in another window. Try logging out and logging back in Try using a different browser to check it further Check if there is a template with the same name that exists elsewhere (Design Studio) Rename the template and check if that is working If the issue persists, please reach out to Marketo Support for further assistance    
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Issue You have been utilizing the default tracking links to send Emails to leads in Marketo and decide to change the default tracking link to your own branding tracking. When you do so, this breaks the links in emails you have already sent. Solution The branding tracking link should be one of the first steps that the customer(s) need to do when they obtain their instances. If you decided to change the default tracking link to a branded tracking link after utilizing them in emails, you should be prepared in advance that any email sent prior to the change will generate the 404 Error. We recommend not sending any emails within a week or two of the change so that an email sent on Monday is then broken on Tuesday.  
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Issue The "mailto: example@marketo.com" link in an email should open an email with pre-filled "To address" (mailto address) but nothing happens when the link is clicked Solution Turn off tracking for mailto: links.  Refer this article for more information on how mailto: links works and why tracking links will break it:  http://blog.teknkl.com/stop-trying-to-track-mailto-links-if-you-want-them-to-work/.  
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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 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 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 When you try to drag and drop elements (form, rectangle, etc) into a free-form landing page, nothing happens.     Solution If the free-form template is not mobile compatible, you may experience this issue. Please make the template mobile compatible to fix it. Refer this article to make the existing free-form template mobile compatible: Link - https://docs.marketo.com/display/DOCS/Make+an+Existing+Free-form+Landing+Page+Template+Mobile+Compatible    
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Issue How to move Design Studio assets when migrating to a new instance. Solution Clone the assets into a Program, then import the Program into the new instance. For Forms, make sure the fields also exist in the destination instance. Same for Lead tokens in Emails/LPs. Dynamic Content & snippets are not supported in Program Import.
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