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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

FAQs included in this article: Does RTP comply with EU privacy laws? Does the RTP tag call Wistia or YouTube? Does the reverse IP lookup process return an email address for anonymous visitors? How is data managed in terms of encryption access? How long is a visit session Is it possible to host the RTP javascript on my company's server? Is it possible to use the RTP tag on secured pages (https)? Can RTP campaigns be blocked by Ad blockers? Is traffic from known bot user-agent strings removed from the dataset? Can jQuery Be Disabled from the RTP Tag? What are the differences between the RTP tag versions? What data is stored in the trvw.uid cookie? What specific data are gathered through the reverse IP lookup process? RTP Tag - Best Practices TRW and MSG calls are not showing up in the console. Is it possible to blacklist companies in RTP? Does RTP comply with EU privacy laws? RTP complies with Marketo’s legal policies that can be reviewed here: marketo.com/company/legal/. This will be updated appropriately by our Legal department based on any upcoming laws. Does the RTP tag call Wistia or YouTube? RTP only loads the Wistia or YouTube API when the RTP script discovers a Wistia or YouTube video embedded on the page. How does RTP collect data on visitors? Please see RTP - How does RTP collect data on visitors. Does the reverse IP lookup process return an email address for anonymous visitors? No, a reverse IP lookup cannot return an email address. How does the RTP javascript work? Please see: RTP - How does the RTP javascript work. How is data managed in terms of encryption access? RTP functions on secure websites (https). RTP conforms to all of the security and data encryption standards of Marketo. The only data RTP pulls from a visitor’s input is an email address, which it passes securely over SSL to RTP’s Leads table. If the page is using an unsecured form submit (non-SSL) RTP will not use SSL either, since the email address is already being passed without encryption. The RTP cookie is not encrypted, as it uses a GUID (Globally Unique Identifier) for RTP use only. RTP validates that the cookie has been created and sent properly, and blocks any illegal values. The system tracks and engages via a REST/JavaScript that runs on the browser. The tracking calls are via http or https, depending on the browser authentication. The back office is via https and requires authentication and role association. The data-center is managed by Marketo’s operations and its security team. How are JavaScript cross-site scripting attacks mitigated by RTP? We mitigate cross-site scripting attacks by employing user input filters on the server side. Based on the application logic and data location they either: Block the entire request which contains potentially malicious user input. Filter out potentially malicious input. Encode entire user input to ensure XSS attempt will not be successful. How long is a visit session We define a session as 30 minutes from the visitor's last click. Is it possible to host the RTP javascript on my company's server? We do not recommend hosting the JavaScript on another server for performance reasons. It is possible, but it is not recommended. Unlike Munchkin script, the RTP tag must have a very short loading time. If not the user experience might be affected and campaigns may have some latency. This is also the reason why we recommend inserting the tag higher in the code, right after the <head> tag. Is it possible to use the RTP tag on secured pages (https)? Yes. The RTP tag supports both and pages. Can RTP campaigns be blocked by Ad blockers? Please see:RTP - Can RTP campaigns be blocked by Ad or Javascript blockers? Is traffic from known bot user-agent strings removed from the dataset? Yes. We cover between 80-90% of known-bot user-agents and continually update the blacklist. Can jQuery Be Disabled from the RTP Tag? The RTP tag uses jQuery to assure that some functionalities will work properly on any page. However, if the jQuery causes issues with other parts of your website, we can configure the tag to disable it altogether. This can be done by the Marketo Support team because this advanced configuration is not accessible directly to customers. What are the differences between the RTP tag versions? Please see RTP - What are the differences between the RTP tag versions. What data is stored in the trvw.uid cookie? The trvw.uid cookie contains a VisitorID which is a GUID (Global Unique Identifier) only used by RTP to identify the web visitor for returning visits and historical behavior. What is the RTP limitation of the number of daily visitors with Munchkin2? RTP is not related to Munchkin. The move to Munchkin2 has no affect on the functionality of RTP. What specific data are gathered through the reverse IP lookup process? From the visitor’s visit on site in the session, we see information such as IP, page URL, search term and referral sites. From the IP address, we use Reverse IP lookup to match the organization name. From the Organization name, we match it with RTP’s propiertary firmographic data including: Organization name Industry Organization Group (Enterprise, SMB’s, etc.) Organization Location: Region Country State City Zip Code RTP Tag - Best Practices Install the RTP tag on ALL web assets. Including all domains, subdomains, landing pages, blogs etc. even if you do not intend to display campaigns on those assets. The reason for this is that we want to capture the entire customer journey. RTP tag is not sending clicks from IP URLs This is expected behavior. The RTP JavaScript does not send clicks from IP URLs, i.e: 63.251.134.57/ TRW and MSG calls are not showing up in the console. The tag is turned off. You can check this setting in Account Settings. Is it possible to blacklist companies in RTP? You can remove companies from appearing in your RTP reports, and from seeing campaigns - this is done through a support ticket request. Send them the company names or IP addresses you want to block from RTP campaigns and appearing the RTP reports.

Included in this article Overview Troubleshooting Steps Verify Global Settings Check for CRE Excluded URLs Verify Content Being Recommended Make Sure the Page Has the RTP Tag Running Clear Your Browser's Cache and Cookies Overview The Content Recommendation Engine allows content assets to be promoted to visitors on your website. But what happens if it stops working? This doc will show you the common things to check and troubleshooting steps to try to get it working again. Troubleshooting Steps Verify Global Settings The CRE can be switched on or off for your entire RTP instance whenever you want. It's possible that another user may have switched it off and not turned it back on again (it happens more often than you'd think). To enable or disable the CRE globally, go to the Account Settings page and look for the Recommendation toggle switch. Full directions can be found here. Check for CRE Excluded URLs You have the ability to prevent the CRE from being added onto specific pages. If you have URLs excluded from allowing the CRE to be displayed, that would cause the CRE to no longer display on those pages. Many times the exclusion can be set and then forgotten, or set by a different user on accident. Directions on how to set up the exclusions can be found here Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages Verify Content Being Recommended Content assets can be switched on or off to designate whether that content should be included in the CRE recommendations or not. Each piece of content can be enabled or disabled individually, but if you don't have any enabled at all, there's nothing for the CRE bar to recommend, so it won't even show up on the page. To check whether content is enabled, from the menu, select Recommendations In the Content Recommendations page, look for the Recommendations column. This will list out all pieces of content you have in RTP and display whether they are enabled or disabled. The Red box means it is turned Off and is disabled. The Green circle means it is turned On and is enabled. Make Sure the Page Has the RTP Tag Running The CRE is a feature of RTP, so if the RTP script tag isn't running on the page, there's no way for the CRE to work. The RTP tag can be implemented in many different ways besides by having it directly in the page's HTML, like having it in a tag manager. These other implementation methods can cause problems so be sure to follow the directions in the documentation here when setting it up: RTP Tag Implementation - Marketo Docs - Product Docs If you know for sure that the RTP tag is on the page, here's documentation on how to troubleshoot what could be keeping it from loading properly: Troubleshooting Web Personalization (RTP) - RTP Tag Clear Your Browser's Cache and Cookies Web browsers store cached data from websites, which can frequently cause old versions of webpages to continue showing even if a different newer version of the page should be loading instead. Try clearing both cache and cookies in your browser and then testing the page again. You can also test using a different browser.

Included in this article: Navigate to the Clickstream module How is Visit Duration Caluclated 00:00 Visit Duration Single page viewed Session timed out Navigate to the Clickstream module Go to the Visitors page Click on a visitor to find the Clickstream module in the bottom right How is Visit Duration Caluclated When a visitor visits a website being tracked by an RTP campaign, it records clicks in the Clickstream module in the RTP platform. Clicking on a visitor allows you to view their viewing information in the Customer Journey section, including: Links clicked Time stamp of each link click Total visit duration Visit duration is calculated by subtracting the first time stamp from the last time stamp. In other words: visit duration = last time stamp - first time stamp. See the image above for an example of this calculation. 00:00 Visit Duration Single page viewed Both RTP and Google Analytics rely on clicks to determine visit duration. This means that if a visitor only views a single page, neither RTP or GA can track when the visitor leaves the page, since there is only the initial time stamp without a time stamp to mark the exit from the page. The visit duration for viewers that didn't view more than one page during the session is recorded at 00:00 since it cannot be calculated. Session timed out Another way that a visit duration can be recorded as 00:00 is if a visitor's session times out. By default, a session will end after 15 minutes of inactivity. For example, if a visitor stays on a page without making any clicks for 25 minutes (perhaps they are reading an article or watching a long video), that session will time out and be recorded with a duration of 00:00. If the visitor finally makes a click after the 25 minutes of inactivity, a new session will begin. In Google Analytics, the session timeout can be customized to be longer or shorter than the default 15 minutes.

Overview: In some cases you may want your RTP campaign to display only on your site's hompage. This article will show you how to do just that. Navigate to your Campaigns page Edit the existing campaign Set the "Target URL" to your homepage This will set the campaign to appear on your homepage. If you are hoping to include the campaign on other pages throughout your website, you must check the "Any Page" field below the Target URL.

Included in this Article: Tracking Clicks Potential Issues Segment Matches Few or No Visitors Segment Numbers Don't Match Google Analytics Tracking Clicks In order to better track how many people are clicking the content in the Recommendation Engine, you may wish to create a segment called "Recommended Assets" and include "*rcmd*" in the Specific Pages parameter. Go to the Segments page Create a new segment Drag the Include Pages field into the editor and include *rcmd* Recommended content will have "rcmd" in the URL. With this filter, the segment will only include website visits with "rcmd" somewhere in the URL, meaning it will include all visits to recommended pages. Potential Issues Segment Matches Few or No Visitors After making this change, you may see that the segment doesn't match anything or only shows a few visitors. In that case, verify that your Asset Discovery is working Segment Numbers Don't Match Google Analytics The numbers you see in the segment may not match the numbers you see in Google Analytics. Unlike Google Analytics, RTP segments count the number of visitors that matched the defined parameters, whereas the 'Site Content' report in GA counts the number of times the pages were viewed by visitors. This means that if the same visitor clicks on more than one piece of recommended content, in RTP only one segment match will be recorded whereas GA will record 2 page views.

Included in this article: Overview Missing or Extra Headers Issues with Quotes Invalid Characters Invalid Country or State Names Overview The Named Accounts feature is a way to target your RTP Campaigns to specific Accounts in a Segment. It's a powerful tool for targeting specific organizations, but you may encounter errors when uploading the list of Accounts you wish to target. This doc will go over over the most common problems experienced when trying to upload a CSV file to a Named Accounts list. To learn how to upload a Named Accounts list, follow this article. Missing or Extra Headers The first line of your CSV file should be, in order: Name, Domain, Country, State. Make sure there are no extra columns or white spaces at the end of the line. See the screenshot below for an example of how to format your headers Issues with Quotes Occasionally Excel will use curly quotes, which look like these: “ ”. However, curly quotes are not recognized by the uploader, instead the uploader will recognize straight quotes like these: " ". Any curly quotes will need to be replaced by straight quotes to resolve any uploading issues. To do this: First, make sure your file is saved as a CSV file (.csv) and not an excel file (.xlsx) Right click on the file to open the CSV file using a text editor (ex. Notepad, TextEdit, etc) Find and replace both opening (“) and closing (”) curly quotes with a regular quote (") Invalid Characters This error is caused when there is an invalid character in the CSV file that you are trying to import. This is particularly common in CSV files using non-English characters. To rectify this, make sure your CSV file is UTF-8 encoded. By default, Excel encodes characters in ANSI format, so if your file has non-English characters in it, you will need to convert it to UTF-8. You can do this in Notepad or similar text editors using the following steps: Open the CSV file in the text editor and click "Save As" Save as type: All Files (Make sure you include the .csv file extension in the file name) Change the Encoding to UTF-8 Invalid Country or State Names If the location columns are in use (they are optional), check to verify that the countries and states are input in the correct way: Country names should be either the full country name, or its two digit country code. Ex: United States or US State names should just be their two digit state code. Ex: CA, NY, OR Make sure that only US states are included in the 'State' column. Named Account lists do not support other countries' states or provinces.

Included in this Article: Overview Check Tag and Content Discovery are On Check Content Patterns Verify Content Discovery is Working Overview If you notice that RTP is not tracking clicks to your Content Discovery pages, there are a few troubleshooting steps you can take. Check Tag and Content Discovery are On Go to Account Settings Check Tag and Content Discovery "Tag" and "Content Discovery" must both be enabled for Content Discovery to work. Follow this article if you are having issues with your RTP tag or want to verify that it is working correctly. Check Content Patterns In Account Settings, go to the Content tab Check that the URLs entered in the Create Content Patterns section match the URLs you wish to use with Content Discovery Verify Content Discovery is Working Once you've made changes the Content Discovery setup, visit any page in the Create Content Patterns section. If the Content Discovery is working, visiting the page should increase the click count and capture you as the visitor. To check if this worked the way that it should, after visiting the website you should: Go to the Visitors page under Analytics Use the search tool in the visitor database and search for the URL that you visited. It should return a list of visits to that site with your most recent visit at the top. If the Content Discovery is working correctly, the visitor database should have tracked your visit and it should appear among the list. Check to make sure the time stamp matches the time you visited the page. The time stamp can be found under the Visitor Information section after clicking on the visitor.

Included in this article Overview Testing Overview One of the most important steps in setting up new segments in RTP is testing it to make sure that it's working properly. This article will show how you can test known lead targeting in RTP. Testing 1. Fill out a Marketo form on your webiste using a brand new email address that doesn't exist in this Marketo instance yet. 2. Go to the Lead Database and locate the new lead 3. Create a segment in RTP that targets known leads with the new email address: 4. Wait 5-10 minutes and refresh the webpage 5. Check if you matched the segment. You can check this by finding the lead under "Leads" and then select the lead to see what Segments it matches on the right:

If no data is being sent from RTP to Google Analytics, make sure that the segment in question is linked to GA Go to the Segments page Edit the segment in question Make sure Send segment to web analytics is checked on Without this field checked, no data will be sent from RTP to GA regarding that segment. To validate that RTP is sending data to your GA account, first log in to your GA account, and make sure the segment data is being populated in GA. Navigate to Reporting > Behavior > Events > Top Events > Segments (Event Category) > Event Actions If you find that some, but not all, of the data is being transferred from RTP to GA, visit this article to learn why there might be discrepancies.

Article Text Included in this article Included in this article Overview Troubleshooting Steps Overview The Content Recommendation Engine Bar is a great tool to get promoted content to your web visitors. However, there are times when you only want it to show up on certain pages, or you just want to exclude some specific pages where it won't be allowed to show up. You can make these configuration changes with the documentation here: Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages. However, what happens if you set it up and it still displays in places where it shouldn't? This doc will show you how to address this trouble. Troubleshooting Steps 1. In RTP, go to 'Account Settings' 2. Under the 'Domain Configuration', locate the 'Recommendation Engine' section. 3. Select whether you want to 'Include' or 'Exclude.' 4. Check the 'Display (URL)' configurations to confirm they are correct.

Included in this article Overview The Background The Problem The Solution Overview RTP gives a dashboard that provides lots of valuable information about your RTP instance and how everything is performing. One of the widgets in this dashboard is Top Industries. This widget is designed to give you a breakdown of the top performing industries, but sometimes the industry widget is empty: The Background When a segment is saved in RTP, it is automatically assigned a type. If the segment contains only the Industry filter, then it is assigned the 'Industry' type and is included in the Industry widget on the dashboard. So, this widget only contains information on Industry segments. If it is not an Industry segment, it will not be included here. The Problem You can obviously add more filters to the segment other than Industry. However, if the segment contains other filters, then it is assigned the 'Complex' type and is not included in the Industry widget. The only information that will display in the Industry widget is what comes from segments that use only the Industry filter and that alone. The Solution If you'd like a particular segment to display in the Industry widget, there are two options: 1. Remove the other filters other than Industry. 2. Create different additional Industry-only segments.

Included in this article: Overview Viewing Visits in the Visitors List Example of what this looks like Explanation of How It Works Overview Often when looking at a segment based on "number of visits", you may see some leads who look like they should not qualify. These leads are usually qualified, but it may not be evident by looking at the matched visitors. Viewing Visits in the Visitors List When viewing visits, the data scope is Daily / Weekly / Monthly: Because of this, a visitor might show up here as visiting for the first time (in the selected scope) but in fact, they visited a few times in the past before the selected time range. This is why a segment that is supposed to match visitors on their >2 visits may be matching visitors that show up as on their 1st visit. Example of what this looks like Filter used in Segment: Visitors List Showing less than 2 visits Explanation of How It Works RTP stores the total number of visits each visitor has to your website in a cookie: cookie name cookie example trwv.uid supportqe-1440082006718-df69a80e%3A12 The last number in the cookie represents the number of times the visitor visited this website (in this case it's 12). This cookie is stored in the visitor's browser for 2 years (unless deleted) and is updated every visit. So, if the visitor came to your site 11 times about 7 months ago, then when they came back again to your site the one time today, they would match the filter looking for visitors who had been there more than twice, but the visitor list would only show 1 visit since that's all that has happened within the last month it's looking for.

Adding a div id to your website involves modifying the underlying HTML code of the site. This is a task that needs to be handled by your web team. Before your developers can add a div id tag, they will need to know the name of the corresponding Zone id of the RTP campaign. Go to Campaigns page Edit the existing campaign Find the Zone id in the In Zone tab of the campaign editor Your web team will be able to add the div ids if you provide the Zone id and point out the regions of the website that you wish to be used for your campaign. We recommend to provide your developers with a PowerPoint including screenshots of your website, marking the areas that should be used by the campaign. A developer will be able to add the div ids by editing the HTML and simply including id="Zone_id" into the desired div tags, replacing Zone_id with the given Zone id.

Included in this article Overview Troubleshooting Checklist: Verify that you are using the most updated RTP tag version on your website. Verify that the RTP tag is the first script in the header of your pages – between the <head> </head> tags. Are you using a tag Manager? Check the campaign itself. Overview Sometimes you may experience latency when your RTP campaign displays on your webpage and pages appear to load slowly. The following checklist will help you find issues that may be contributing to campaign latency. Troubleshooting Checklist: Verify that you are using the most updated RTP tag version on your website. Go to your website > Right click on the page and select "View Page Source" > Search for 'RTP' to find your tag. Verify that this tag matches the code provided for your instance. You can find more information on finding your RTP tag here. Verify that the RTP tag is the first script in the header of your pages – between the <head> </head> tags. If the tag is not in the recommended placement, follow the documentation on deploying the RTP tag. Moving the tag to the recommended placement will resolve most latency issues. Are you using a tag Manager? Using a tag manager for your RTP tag is known to affect campaign performance. If you are experiencing campaign latency while loading the RTP tag via a tag manager, we recommend moving the tag into the code itself. You can find more information on deploying the RTP tag here. Check the campaign itself. Campaign customizations that load additional content can contribute to increased RTP campaign loading times. For example, a campaign with an embedded Marketo form may experience a small delay as the campaign loads the form from your Marketo instance, so it's one code loading another script, which then loads another. That can cause latency while the browser catches up, so the simpler you can make the code, the better.

Included in this article Overview Editing Labels Deleting Labels Overview RTP will allow you to add labels to your Segments and Campaigns. Here are the directions on how to do so: Label Your Segment - Marketo Docs - Product Docs Label Your Campaigns - Marketo Docs - Product Docs Sometimes Labels need to be changed or removed. Editing Labels Currently it is not possible to edit labels Deleting Labels You can delete labels using following process: 1. Filter the the page by the label you want to remove. 2. For each segment or campaign displayed, click the select box and then click Set Label 3. In the Set Label list, uncheck the label you want to delete. When the label is removed from all segments/campaigns, it will be removed automatically

Included in this article Overview Embedding Videos into RTP Campaigns Overview RTP will allow you to embed a form into a campaign, but what about videos? That can be done too! Embedding Videos into RTP Campaigns To embed videos in your RTP Campaign, you will first need to get the embed code or iFrame code information for the video service you are using. We have links to instructions for some common video players below. YouTube Vimeo Wistia Kaltura Once you have the necessary code, open the RTP Campaign Editor, click on the HTML icon to open the HTML Source Editor, and paste the embed code into the campaign.

Included in this article Overview 1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: 5.Save your changes and preview the campaign. There should be no more scroll bars. Overview Have you ever had an RTP Dialog box campaign that ended up with scroll bars around the image? This doc will go show you the steps to remove those unwanted scroll bars 1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: <style> #trwDialog{ overflow-x: hidden; overflow-y: hidden; } </style> 5.Save your changes and preview the campaign. There should be no more scroll bars.

Overview RTP works very closely with your Marketo Lead Database to pull information about previous visitors, which makes it important for Marketo and RTP to keep accurate and matching information about visitors. There are 3 scenarios that can arise based on how much information is known about the visitor, and each is handled differently. These scenarios are described below. New Lead with no Email Address and no Marketo Cookie When this kind of lead fills out a Marketo form: Their Marketo cookie is created Lead details will be updated and the Marketo-RTP sync process is initiated The lead will then be known to RTP and potentially eligible for personalized campaigns Lead with Email Address but no Marketo Cookie When this kind of lead receives a Marketo email campaign and clicks on a link in the email: A new Marketo cookie is created for them This creation initiates the Marketo-RTP sync process Known Lead with an Email Address and Marketo Cookie Any changes to the lead's data will be synced between Marketo and RTP within 5 minutes

Included in this article Overview The Issue The Explanation Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP. The Issue RTP is a powerful product with an immense database, but not every ISP can be found. When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States. The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.

Issue: You have a Salesforce lead field that is not currently in Marketo but you want to have in it Marketo for use. Solution: Login to Salesforce as a System Administrator user. Identify the Salesforce profile that is being used by the Marketo sync user by clicking on Setup -> Manage Users -> Users Once you have identified the Salesforce profile being used by the Marketo sync user, you will need to make the Salesforce field visible to the Salesforce profile of the Marketo sync user. You do this via "Field-Level Security" setting for the field in Salesforce. In Salesforce: Click on Your name at the top right of the screen -> Setup -> App Setup -> Customize -> Click the Salesforce object the field is under. i.e. Leads, Contacts, Accounts, Opportunities -> Fields Click on the Field Label hyperlink Click on the "Set Field-Level security" button -> check the "Visible" checkbox next to the Salesforce profile that is being used by the Marketo sync user. Only the "Visible" checkbox must be checked. The "Read Only" checkbox must be checked. In the following screenshot below, notice the different checkbox options for the "Backup User" Salesforce field. However, only 1 option combination will work correctly - i.e. the option with only the "Visible" checkbox checked. Some standard Salesforce fields even though you have correctly followed the instructions above, simply do not sync to Marketo. One example of this is the "Rating" field on the Account object.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Web Personalization (RTP) - RTP Tag, API, and JavaScript FAQs

Troubleshooting - Web Personalization (RTP) Content Recommendation Engine Not Working

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How To: Web Personalization (RTP) - Show a campaign only on the homepage

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Web Personalization (RTP) - Common issues when uploading Named Account Lists

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Troubleshooting: Web Personalization (RTP) - Segment Based on Number of Visits Matching Incorrect Leads

RTP - How to add div ids to your website for In Zone campaigns

Troubleshooting Web Personalization (RTP) Campaign Latency

Web Personalization (RTP) - Can I Delete or Edit Lables?

How to Embed Video in a Web Personalization (RTP) Campaign

Troubleshooting: Web Personalization (RTP) Removing scroll bars from RTP dialog box campaigns

Web Personalization (RTP) - How does Lead Data Syncing Work from RTP to Marketo

Web Personalization (RTP) - Organization showing ISP - Anonymous - Proxy

How to make a Salesforce field available in Marketo