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Issue Marketo forms that are embedded on external web pages see loading errors. Examples of this could be that the fields load with delay, or once submitted the form lags before moving to a follow up page.     Solution Two things to check: Is there custom CSS in your form? Is the embed code on your form customized?   Isolate the cause You can isolate the root of the lag by testing your form on a Marketo Landing Page   1. Locate the embedded form with in your instance 2. Build a landing page to test the form: Landing Page with a Form 3. Place your form on the new testing landing page, approve the page and close it. 4. Load the Landing Page using the URL   If the form loads with no delay, the issue lies with the embed code used to push the form onto the external page. Please work with your custom developer to find a resolution.   If the form is loading with a delay (and there is custom CSS):   1. Clone your form 2. Remove any custom CSS from with in the form 3. Build a landing page to test the form: Landing Page with a Form 4. Place your form on the new testing landing page, approve the page and close it. 5. Load the Landing Page using the URL   If you are not seeing any loading errors, the issue lies with in the custom CSS of your form. Please work with your custom coder to improve the loading speed of your form. Note: Occasionally, incorporating the form embed script into containers (custom coding) and utilizing custom JavaScript may lead to delays in form functionality. In such instances, it is recommended to collaborate with your developer to identify a solution, as Marketo Support does not troubleshoot issues specifically related to custom coding. If you are still seeing lag errors on your form loading on the Marketo Page, please submit a ticket with support@marketo.com    
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Issue Issue Description You enabled a field for email CC and it is working for some email CC recipients, but some records on the CC are not receiving the email.   Solution Issue Resolution If any of the CC email addresses are known leads in your Marketo database and marked as unsubscribed they will not receive the email, even if the email is marked as operational.  
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Issue Updating an Email Template is creating a draft for existing emails without the desired changes     Solution When changes are made to an Email Template in the Design Studio that is already in use and those changes are approved, it will create a Draft for any existing Email that was created from that Template. If the draft is not reflecting changes you would like to see made, you may have included the changes within a mktEditable or Editable class <div> tag. The content within a mktEditable class element within an email template are ignored from any changes as they are considered to be "default content". Any content within these elements will not see any changes made to them based on changes to the template, and will only be seen when creating a new Email asset. You can update an editable section to remove it's editable status, however this will remove any changes to the content done in any email. You can see which elements can be classified as Editable here: https://docs.marketo.com/display/public/DOCS/Email+Template+Syntax    
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Issue When forwarding email that was received via Marketo to other people, the email does not render the same in the recipient's email client. Solution This can happen when forwarding emails, as the email rendering capabilities depend upon the email client that recipient uses. HTML and CSS can be interpreted differently by different email clients. As noted in the comment below Some clients' HTML parsers don't understand all types of markup, for example an HTML4-level client will not recognize HTML5 elements. Some HTML elements and CSS rules are deliberately ignored, even if the underlying parser and (in the case of webmail) browser supports them completely The HTML markup is can be changed, sometimes drastically, from the original markup before being displayed for security reasons   With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. Marketo Support is not set up to assist with troubleshooting custom code as we are not web developers. We would suggest that you consult with an HTML/CSS designer to make these changes. To ensure that the existing email templates are coded to comply with different email clients, it is advisable to consult with a web developer/designer to review the code. Here is a guide that you may find helpful: https://www.campaignmonitor.com/css Furthermore, even if the clients are the same, the act of forwarding an email can itself change the HTML of the email.  However, Marketo does have a workaround for this. You would just need to put the ‘Forward to Friend' link directly into an email and when the person forwards the email using this link, there is a reduced possibility of the rendering issue occurring.  It also adds the forwarded email address to your Lead Database as an unsubscribed lead. The below article covers adding the ‘Forward to Friend’ link to your emails https://docs.marketo.com/display/DOCS/'Forward+to+a+Friend+Link'+in+Emails    
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Issue Issue Description You encounter the error "You do not have permissions to do this" in one of the following situations: When you are creating an email template, you click on the Validate HTML button When you are trying to edit an existing email     Solution Issue Resolution This error is caused by Javascript in the HTML of the template. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML.   The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML.   If you are unable to actually edit the asset, the workaround is to clone the asset.  If you clone the email, it can open in the editor and then you have the ability to remove the script. After this, the email will be good to go.    
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Issue The same email looks different in different email clients, and does not match what is shown in the Email Previewer.     Solution Different browsers and email clients render HTML and CSS differently. While there are standards set forth by W3C, there is room for flexibility. At a high level, it is expected for emails to look different, even within the same platform such as Outlook 2013 vs Outlook 2010. With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. You should consult with an HTML/CSS designer to make these changes. In all likelihood, the issue is related to how Outlook(or any other email client) is rendering the email and reviewing the Outlook settings as well as email and template code should resolve any issues customers are experiencing as when we send test emails to both outlook and gmail both are generally rendered differently (gmail seems a bit fine though). FAQs Where should I start trying to determine whether this is a Marketo or Outlook issue? In most cases if the email is loading within another email client without issue then Outlook would be the best location to review. Is there a way for me to see if it is a template problem? Yes, does the issue occur when an email is created and sent with another template? What are the steps to troubleshoot? In general, to provide the most accurate troubleshooting steps, a bit more information will be helpful. I have provided a few general tips below which may be helpful. As a rule of thumb, Outlook sometimes requires custom coding to appear as it does in other email clients since they use their own word engine to render the html. If the images when they are downloaded are not displaying as expected, we would typically recommend reviewing any code in the email since Outlook uses its word engine to render html and additional code may be needed for Outlook specifically as a result. A developer may be required to implement any custom code required to display the emails as expected. You may consider reaching out to the Community to understand what other users have done to overcome similar obstacles. I have provided a few links below which may be relevant. Is there any reference Documentation ? https://nation.marketo.com/docs/DOC-4765-why-does-my-email-looks-different-on-various-version-of-the-same-platform-like-outlook HTML Email Display in Outlook Marketo emails don't render properly in MS Outlook app for iOS Re: Help - My Emails Look Terrible in Outlook 2016 Here are a few resources that may help with Outlook rendering issues: It’s Not You, It’s Outlook – The Complete Guide for Email Marketers http://www.verticalresponse.com/blog/its-not-you-its-outlook-the-complete-guide-for-email-marketers/ Gallery of Common Outlook Rendering Issues Gallery of Common Outlook Rendering Issues MICROSOFT OUTLOOK CONDITIONAL STATEMENTS http://labs.actionrocket.co/microsoft-outlook-conditional-statements Outlook 2007/2010/2013/2016 and Word HTML http://www.howto-outlook.com/faq/wordhtml.htm 12 Techniques for Excellent Emails in Outlook.com How to Create Excellent Emails for Outlook.com A Guide to Rendering Differences in Microsoft Outlook Clients https://litmus.com/blog/a-guide-to-rendering-differences-in-microsoft-outlook-clients Surface Pro 3 and Outlook Email Rendering Redirecting
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Summary Email previews by list can only view the first 25 people. Issue When previewing an email and viewing people by 'List', you are only able to generate a preview for the first 25 people on that list. Environment This occurs in email previews. Root Cause This is the expected behaviour for email previews. The intention of email previews is to allow for a quick confirmation that the email is compiling as expected, rather than to confirm it is correct for every recipient.
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Issue You have a tracked link in an email. When the email is received, the link breaks and doesn't redirect to the desired page. The link works perfectly when the tracking is disabled. Solution The server hosting the link might not accept parameters, or might limit the number of characters in the parameter, etc. When tracking is enabled, Marketo adds mkt_tok=manymanycharacters. The issue could be either the page does not accept parameters at all, or does not accept such long parameters. You might need to reach out to the developers of that page and investigate this. Our suggestion is to have “track link” checked but not the “Include mkt_tok”. Unchecking just Include mkt_tok will still allow the link to be tracked, but after redirect, the destination URL will not include the mkt_tok query string parameter.
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Issue When approving emails, the system shows the following error: "Note: detected the following lines in text version that are longer than 1000 characters: Line 6 and they are not fixed. The email is now approved".     Solution This error is an indicator that there is a large line of text in the text-only version of the email that is over 1000 characters. This occurs when there are long links in the email which will not publish correctly in the text version of it. But still the email will be approved and can be sent. Check for excessively long links in the text version of the email and simplify them if possible. You can test it by sending a text version of the email to yourself, or by checking the Text Only version in the Email Editor.    
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Issue You want to have one email address in the From field ( abc@test.com) a different email address in the Reply-To (all@test.com)? Solution Yes, you can use different email addresses in the From and Reply-To.  If the Reply-To is an email alias that sends to a group, you should confirm that email is working and able to receive email.  Please note: Automatic replies, such as out-of-office notifications will be sent to the From address, not the Reply-To.  Reply-To is only used when the person who received the email clicks the Reply button in their email client. Note :- The SMTP envelope sender typically appears as <uniqueidentifier>@*.mktomail.com. You will only receive responses of this nature if you have configured a branded sender for your subscription. While this serves as the correct destination for auto-responses, regrettably, it is frequently overlooked.    
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Issue Issue Description When adding a new field to MSD Custom Object sync, the field just reports Fieldname(syncing...) and never actually syncs.     Solution Issue Resolution The current workaround would involve the following:  Disable the native sync.  Disable the object sync in the custom entity because that will drop the table entirely in the database.  Then, re-enable the sync for the custom object, including all field to sync and use for filter and triggers to recreate the table in the database.  This should sync all of the fields including the new one.   Who This Solution Applies To Customers with MS Dynamics
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Issue Email asset does not show which template it was built on and shows the word "none" instead of the name of the template that was used to create that asset. Solution Any edit directly to the HTML code of an email will break the connection between the email and the template. Changes made to the template will no longer flow down to the email. After making those change you will see a template name of None instead of the name of a template. When editing the HTML in the email, you will see this warning message: This is a article attached image
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Issue Does Marketo have the ability to edit the email header detail for particular email sends? Solution Marketo currently does not provide an option via the UI to customize the headers of emails. Custom headers can be built at a cost. For more information, reach out to your Customer Success Manager.
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Issue Form in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy This is a article attached image Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format This is a article attached image Environment Marketo forms and common web browsers such as Chrome, Opera, Firefox. Root Cause This behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser  This is a article attached image This is a article attached image
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Issue When searching or grouping a list of leads based on email address filter ‘Contains’ @ sign, you may encountered the different numbers in the ‘People’ tab (result). Environment This behaviour is specific to the email filter as it uses two main indexes; we’ll call them Index 1 and Index 2 when using the contains/not contains operator. Index 1 searches for the entire email address value from beginning to end. This Index is used when the @ character is not included in the list of values. Index 2 searches only for the domain half of the address, which comes after the @ symbol. This Index is used when the @ character is included in the list of values. Solution A suggestion is to create a smart list with two Email Address filters wherein you will have all the ones that do not have the '@' symbol, and for the other, you will include the '@' symbol for the email address and use the logic as 'Any'. That would give you the preferred number of leads in your smart list. Root Cause Marketo database searches for email domains in a way that when using the 'contains' keyword in the 'Email Address' filter, you must make sure that if you are using the '@' symbol in your list of domains that all email domains contain this. If you want to filter for email domains that do not include the '@' symbol, you must make sure that no email domains in your list use the '@' symbol. This behaviour happens when the indexing of the database and the rules that apply to the contains operator.
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Issue Sometimes, you may receive an auto response from an email that has been sent through a batch campaign. The auto response email will not show the lead's email address instead it does contain the HTML of the email along with the Marketo decorated link. Is there a way to decipher this to determine which lead record this corresponds to?   Solution You could try opening a new browser window and either clear your cookies first or use the browser's private browsing feature (makes a cookie sandbox) so you don't confuse Marketo and tie that person's lead to you by accident. Anyways, in your cookie-free browser, click the link and then go to a form that Marketo prefills for you and you may see the email address that was originally targeted.    
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Issue You want to delete an Email Template but that template was used to create existing emails in your instance.     Solution It is not possible to delete an Email Template that is in use by emails in your Marketo instance, even if those emails are not approved.  If you wish to delete the template, you will need to first delete the emails that use it.  You can find these in the Used By tab in the template's information.  Alternately, you can break the connection between the email and the template, which would allow you to keep the email but delete the template.
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Issue You have been receiving form submissions that appear to have bogus/nonsensical data in the fields, such as "kjsag@sm4.to" for email address, or "111-111-1111" for phone number, or in a Comment field other random nonsensical text.     Solution Currently, there are no default settings in Marketo that prohibit a form submission if the required fields are filled out. A great workaround for addressing these bogus form submissions in Marketo is to implement a 'honeypot' field on the form. To do this, you will need to create a custom Marketo field, string type, and name it something distinctive (such as "spam" or "honeypot"). After creating this field in Marketo Admin > Field Management, place this new field on the form as a hidden field. Real live end-users do not see hidden fields, but spam bots will see them and fill out all available fields. So now when we see form fills with this honeypot field "not empty," we know that it was a bot fillout.   Setting up the Honeypot Field Say that you have a Trigger Campaign that's having some issue with these spam/bogus form fills. In the flow of this campaign, you can add a flow step at the top: Remove from Flow, with a Choice.   Choice: If Honeypot field Is not empty, then remove from flow Default: do nothing   This way, the lead record is removed from the flow. You can also have other campaigns to handle these bogus form fills, such as a daily recurring batch to delete the record.   Other Options Another method of dealing with bot fillouts is to enable a reCaptcha. In fact, a very prolific Marketo user has written custom code that you feasibly could use to enable a reCaptcha on the form! Check this out: https://codepen.io/figureone/pen/meybqN?editors=0110    
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Issue You would like to customize Forward to a Friend emails to add personalized content. Solution You can in fact customize the look and feel of the Forward to Friend form using a combo of Velocity and JavaScript. This article describes how: http://blog.teknkl.com/building-a-better-forward-to-friend-with-velocity/  
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Issue You receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. Solution Marketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from  https://www.copypastecharacter.com/symbols, copy and paste it into your email. Alternately, you can work around this by q-encoding the emoji in UTF-8 format, which will render a string of code to add to your subject line. This code tells the email client to render the desired emoji. All you need to do is copy your desired emoji and run it through a Unicode to UTF-8 translation tool, such as https://onlinetools.com/unicode/convert-unicode-to-utf8. As an example, say you want to send a Happy Birthday email to a lead. You could copy the  (birthday cake) emoji and run it through a translator to yield the code "=?utf-8?Q?=F0=9F=8E=82?=" Entering this code in your subject line without the quotation marks will render the emoji on the client's end, and render it in the design most compatible with their device/browser. With any email design, it's always important to test before a live send to confirm it appears the way that you expect it to.
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