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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 Smart List list views you have created are not visible to other users. Issue Resolution List view share between users is not supported in Marketo. They are user-specific.
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Issue Description Munchkin activities recording stopped and web page activities were not logged. Since the activities were not immediately registered, any Trigger Campaigns set to initiate when those activities occurred would not have been triggered. Issue Resolution   Initial Steps: As soon as you identify an issue with Munchkin Activities recording, contact Marketo Support to ensure that proper steps are taken to prevent any data loss. Once the activity data is back-filled, identify all the Smart Campaigns that were impacted and need to be replayed. If you need assistance to identify which smart campaigns were active during this incident, our Campaign inspector is a great tool to assist you.   https://nation.marketo.com/docs/DOC-4470-campaign-inspector-for-triggered-recurring-campaigns .   Replay Impacted Smart Campaign: After you have identified the smart campaigns that were impacted, create a new smart campaign using the following smart list filters;   For Smart Campaigns triggered by clicking a link on a web page, use the following filters. Select the applicable link and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying.   For Smart Campaigns triggered by a web page visit, use the following filters. Select the applicable web page and timeframe based off what datacenter your instance is located in. The second filter is to prevent activities that were not impacted from replaying.   After the Smart List is set up, the flow steps should mirror the flow steps of the original Smart Campaign that you wish to replay.   If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at https://support.marketo.com, or through any of the methods listed here .
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Issue Description The 'Marketing Suspend Cause' field is not available as an option in the Change Data Value flow step, or in the Smart List of a Smart Campaign, nor is it possible to manually update the field in the lead record. Issue Resolution Unlike the 'Marketing Suspended' field which is not system managed and can be manipulated by the user, the 'Marketing Suspended Cause' field is a System Managed field and is not able to be updated by the user. The intention of the field is to provide additional details about why a record may have been marked as "marketing suspended" based on a background process. Note: The "Marketing Suspended Cause" field is no longer used by any background processes. It has been retained as a legacy field to preserve any information that might have been written to the lead record in the past.
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Issue Description Using the option to create a new Salesforce Campaign within the program sync feature, the Salesforce Campaign does not have the same status selection that the Marketo Program has. Issue Resolution Only after adding members to the Marketo Program will Marketo then sync the membership over and update the status selections will be updated to match.
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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 Using a token in the Smart List of a Campaign yields unexpected results, an error, or the campaign to not trigger.  Issue Resolution Tokens cannot be used in the Smart List section of Smart Campaigns. Tokens can be used in the Smart Campaign Flow, in the following steps: Interesting Moments Change Data Value Salesforce Campaign Steps (add, remove, change status) Create Task
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Issue Description Importing a program from one subscription to another is failing and is returning the following error sent via email: Marketo encountered an error while importing [Program Name] The token "lead.First Name" is not available in the destination subscription. It is either a custom field that you have to create or need to be synced from your CRM system, if you use one. Issue Resolution Check if there is any malformed lead.First Name token in email Check if there is any malformed lead.First Name token in email template used by the email(s) in the program Check if there is any malformed lead.First Name token within a program token Check if there is any malformed lead.First Name token within smart campaign flow step(s) This error has been known to occur when the email template had a lead token coded as follows, with a line break between 'First' and 'Name': {{lead. First Name}} Note: In this scenario, the error message received via email is actually referring to the token in the email template that contains a line break between 'First' and 'Name' but is stripped out on the message when HTML is rendered. Who This Solution Applies To Customers importing programs between two instances
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Issue Description Duplicate records were sent an email from an Email Program. Issue Resolution While Marketo prevents sending emails to duplicate records (i.e. same email address) via the same smart campaign, it is possible to send an email to duplicate record when there is A/B test configured for the email program. Specifically, one record can be sent an email from the test sample size while the duplicate record can be sent the email from the winner sample size [see For example, if there are two records for " mary@mail.com " in the audience, Mary can be sent two emails as follows: One record can be sent the email by qualifying for receiving the test from the sample size of the A/B test The other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B test Note: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario. To prevent this from occurring, exclude the duplicate records from the smart list of the email program.
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Issue Description You have created a Smart List with a filter for a date type field and you are using the constraints either “before” or “on or before” a particular date. However, records with empty value on those field get qualified. Issue Resolution When you create a Smart List using a date field filter (e.g., Date of Birth, SFDC Created Date) and use the “before” or “on or before” constraints, the Smart List will also include people who have no value in said date field. This is an expected behavior as  by default Null value is treated as a timestamp with a default value (e.g Jan 1 1900). This is similar to a token having default value and this is also mentioned as a caution within our knowledge base document over here . The work around is to use an addition filter or to make sure that the date value is populated for all the records. You can learn the importance of date stamping in this Champion blog post.
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Issue Description Customers based in our Sydney datacenter experienced a service issue which caused an intermittent disruption in email sends beginning 10:30 AM AEST local time on November 12, 2018. This issue was resolved at 1:00 pm AEST and all emails are now sending normally. No customers outside of the Sydney datacenter were impacted. During the impacted time frame, some email sends were lost and will not be delivered. The issue occurred intermittently during the affected time, so some emails were sent successfully, while others were not. This documentation provides details on how to identify the impacted lead records. Identifying Affected Leads Symptoms All lead records that were sent emails during the impacted time will show an "Email Sent" activity (as per normal behavior) Leads that were not impacted and successfully had emails sent will show the corresponding "Email Delivered" or "Email Bounced" activities (as per normal behavior) However, the impacted leads that emails did not send to will NOT have any "Email Delivered" or "Email Bounced" activity. They will show the "Email Sent" activity, but there will not be any corresponding activity to indicate what the result was - Delivered or Bounced. The emails that failed to send will not be retried. Leads impacted by this service issue will not receive the email unless customers choose to re-send it through another Campaign or Email Program send. Using Smart Lists to Identify Leads To identify affected leads create the following Smart List: Filter logic: ALL filters Flow Step #1: Was Sent Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #2: Not Was Delivered Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #3: Not Email Bounced Email is any Date of Activity is ‘2018-11-12’ Flow Step #4: Not Email Bounced Soft Email is any Date of Activity is ‘2018-11-12’ Once complete, your Smart List will look like this: The lead records returned by this Smart List will be the impacted records that did not have emails sent during the affected time frame. *NOTE: In a limited number of circumstances, there is a possibility that a very small number of leads did not have the "Email Sent" activity logged. This will be an uncommon occurrence, if it happens at all. Who This Solution Applies To Customers in the Sydney Datacenter. No customers whose Marketo instances are located in other datacenters are impacted in any way. Where to get additional help If you would like any additional help please contact Marketo Support.
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It's one of the most common calls we get in Support - "This lead should have qualified for this campaign, but it didn't. Why?"  Here's how we go about answering this question, and you can do it too. Did the lead actually qualify? Sometimes the leads do qualify for the campaign but don't go through the flow.  One quick way to check this is to look at the campaign membership.  If the lead qualified, it will become a member of the Smart Campaign, even if it doesn't go through the flow. Has the lead gone through the flow before?  We can check this in the campaign results. If it has, we need to see if the campaign allows the leads to go through the flow more than once. If the campaign is set up to allow leads to run through the flow multiple times, then we need to proceed with troubleshooting. But if it is not, we have our answer - the lead didn't go through the campaign because it had done so previously and couldn't go through again. Did the trigger have constraints? If it didn't, we move along, but if it did, we need to check and see if the lead met the requirements of the constraints at the time the lead hit the trigger. This is very important.  If, for instance, there was a constraint that required a value in a field, and that field was not populated before the trigger went off, then the lead wouldn't qualify.  The timestamps in the activity log for the trigger activity and the value change might be the same, but if the value change for the field happened even a fraction of a second after the trigger event, it's still too late. The lead will not qualify.  Looking at the lead now, it looks like it qualifies, but at the moment the campaign was triggered, the lead had different information, so check to see when the required values were written to the lead. Did the Smart List have filters in addition to the trigger? Just like the constraints, we need to confirm the lead satisfied the filter requirements before the trigger fired.  This can get complicated if one of your filter requirements is "Member of Smart List" because you are going to have to go into the referenced Smart List and confirm the lead met all those requirements, and if that Smart List also contains a "Member of Smart List" filter, then will have to check that one as well and, well, you will see why we in Support recommend against nesting Smart Lists. Has the campaign been changed since the lead hit the trigger? We tend to assume that the campaign we are looking at today is the same as it was when the lead hit the trigger, but this is often not the case.  Check through the Audit Trail to see if there have been any changes.  Maybe a constraint was added, removed, or changed.  Maybe the filter logic was changed from AND to OR.  Maybe it used to only let leads go through the flow once.  If the campaign was changed, you will need to go through the troubleshooting steps above all over again, checking against what the campaign used to have, rather than what it has now.  If you have nested Smart Lists, it may be that the campaign didn't change at all, but a filter criteria in a the secondary Smart List did.  This is another reason why nested Smart Lists should be avoided if possible. If you go through these steps and still can't figure it out, open a case in Support and include the results of the troubleshooting above so we can look into it further.
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Issue Description My Tokens are displaying the default value instead of the value assigned to them by a higher-level folder or program. Issue Resolution Confirm that the asset using the tokens is inside the tree where the token values are defined. If the token is not in fact within the same folder tree as its definition, it will display the default value instead of the intended value.
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Issue Description When using a Change Data Value flow step for a datetime field type and manually entering in a date and time, the time is displayed, but removed from flow step upon refresh. Issue Resolution   The reason that the time is removed is because the display field in the flow step is a calendar picker (the drop-down). Calendar pickers do not support displaying the time. It is meant to select a date on the calendar and display that date. It appears to store the value to the record when manually entered in the field, but it will not remain upon campaign refresh.
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Issue Description How to view email opens and their time of activity per recipient? Issue Resolution Generally, the date/time stamps on email opens by recipient can be retrieved via the results tab of a smart campaign. If the emails were sent via an email program, go into the Control Panel and click the View Results link in the Audience pane. The other ways to get the activities and time by recepient is to: 1.) Create a smart list to find all leads that have opened the specified email and inspect each activity log https://docs.marketo.com/display/public/DOCS/Locate+the+Activity+Log+for+a+Person https://docs.marketo.com/display/public/DOCS/Filter+Activity+Types+in+the+Activity+Log+of+a+Person OR 2.) Use the activities REST API http://developers.marketo.com/rest-api/lead-database/activities/ http://developers.marketo.com/blog/get-activity-data-via-the-rest-api/ http://developers.marketo.com/blog/retrieve-activities-for-a-single-lead-using-rest-api/ http://developers.marketo.com/blog/polling-for-activities-using-rest-api/
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Issue Description When viewing the activity history for email sends to a lead, the campaign name does not reflect the program name responsible for the send. Issue Resolution Marketo will run background campaigns to handle emails sent through a either an email program or a nurture program. The naming convention for this may look like the following: Program - #### - Exploration - Campaign Program - #### - Exploitation - Campaign Email Batch Program - #### - send-email-campaign To refer to the accurate name of the program responsible for the send, this information can be found in the Detail section of the activity log.
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Issue Description An Engagement Program failed to send an email in the nurture stream.   Issue Resolution Check the approval date of the email against the date of the last engagement cast. If the email was unapproved at the time, or was not activated as content, the email would not have been sent.   Is this article helpful ? YesNo
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Issue Description Email Program Audience is different than delivered email amount Issue Resolution The audience number doesn't refresh or update once the Smart List is created, so the number of qualified people can change between then and sending the email. That is normal. If you want to double check the people, you can click the refresh button on the Audience pane of the email program just before sending, or create a separate Smart List with the same filters just before you send the email.
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Issue Description After running an A/B test, some Lead records appear to have received both Test and Winner.   Issue Resolution In an A/B test , the sample size of the audience is sent the variants, and then for the winner: the entire audience minus the test audience is sent the Winning email.   So let's say that you received both Test and Winner. This means you have duplicate records in the database.   Marketo is designed to not send duplicate leads the same email at the same time .   So one of the duplicates is qualified for the Test, and then when the Winner is sent, it's the total audience minus the test audience, the Winner is sent to the duplicate record.   This above situation can apply to Lead Records as well, because of duplicates with the same email address, but also duplicate records that may have a FWD set up between them (record B emails FWD to Record A email address).   Because this is expected from the design decision, the resolution is to deduplicate your database. Is this article helpful ? YesNo
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Issue Description The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview or in exported email HTML. Issue Resolution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. This is also true of exported HTML. When you send a Sample Email, you can test the the system tokens {{system.viewAsWebpageLink}} as though you were the customer.
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