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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

Issue When attempting to import a list in the UI, an error appears that states "Invalid encoding" and the import does not complete. Root Cause Marketo requires the import CSV file be encoded with one of the following: UTF-8, UTF-16, Shift-JIS, or EUC-JP. As next steps: Re-save the file, for example in Excel as file format CSV UTF-8, with the correct encoding. Then re-try the import into Marketo. If the error persists, contact Marketo Support.

Summary The customer wants to know if a nurture email was not sent to a recipient due to communication limit, then will it be sent in the next cast, or that email will not be sent again? Issue Individual(s) were supposed to get an email from a Nurture (Engagement) Program cast but failed to receive the email due to hitting the communication limits set in the instance. Do you need to manually send the email to the individual(s) via a separate Smart Campaign or will it be sent, automatically, on the subsequent cast for the Nurture Program? Environment Marketing Activities Nurture Programs Engagement Programs Admin Communication Limits Solution You don't need to act on these scenarios as the individual(s) impacted by the Communication Limits will be sent the applicable email in the next cast for the Nurture Program. The only reason that the individual wouldn't be sent the email in the subsequent cast for the Nurture Program would be if the person would hit their Comm Limit again. Should that happen, you might want to review your Communication Limits settings or review the individual(s) impacted and see why they keep hitting the Comm Limits. Reference: How Do Communication Limits Work? - Marketing Nation (marketo.com) Root Cause Communication Limits being hit during Nurture Program cast execution

Issue You have a Batch Campaign or Email Program setup where the amount of people qualified is more than what's listed under the Smart Campaign Person Restrictions limit (for more context, see Enabling Person Restrictions for Smart Campaigns). Within that same program or campaign, you calculate that between the number of qualified people reduced by how many are blocked from processing puts the total count of records below the Person Restrictions for the instance. Would the campaign or email program still execute and process the appropriate leads that aren't blocked or does Marketo solely look at qualified members to determine if that's more than allowed based on Person Restrictions? Environment Admin Marketing Activities Marketo Scheduling Solution Yes, the campaign will still run as expected. Both Email Programs and Smart Campaigns effectively disqualify non-marketable people before processing records towards the Campaign Processing limit. Example: Your instance is setup to limit campaigns from processing more than 500k records in a given Smart Campaign. If you have 600k qualified for your Smart List (Audience) but 200k of the records are blocked, the campaign will still run as only 400k marketable people qualify to actually get processed through the campaign. Blocked records don't get processed through the campaign execution and, therefore, don't add or contribute to campaign processing limits.

Issue Field values updated in Marketo do not sync to SFDC when the record exists as a Contact. Environment Marketo - CRM Native contact Sync Solution The issue is caused by the interaction of the Block Field Updates with the conflict resolution rules for Contacts described here. The Block Field Updates will prevent Marketo from writing values from Salesforce into Marketo, but it does not prevent the sync from attempting to sync those values. If a field has Block Field Updates enabled to prevent updates from SFDC and that fields gets updated in both Marketo and Salesforce at the same time, Marketo will attempt to use our conflict resolutions rules to allow the update from SFDC to override the Marketo updated. The Block Field Update prevents this from occurring which leaves the records stuck unable to update the value in either system. To resolve the issue for the specific records, the Block Field Updates setting must be removed for the specific values to allow the values from Salesforce to sync down. Then the feature can be re-enabled. To prevent recurrences of the issue in the future, Users and processes in Salesforce must be prevented from editing those values to prevent a conflict from occurring.

Summary Marketo Form Does Not Appear on a Landing Page Issue Marketo Form embedded on a Landing Page and the Form does not load. Environment Marketo Solution If you are able to reproduce the behavior in a Private Browsing window using Firefox, then issue is most likely caused by the embed being used. Examine the embed code on the page and ensure that the Form is loading using your instance's Landing Page Domain. For example you may see your embed code formatted as <script src="//app-sj01.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//app-sj01.marketo.com", "123-ABC-456", 1);</script> It instead it should look like <script src="//123-ABC-456.mktoweb.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//123-ABC-456.mktoweb.com", "123-ABC-456", 1);</script> Once the embed code has been updated, load the page again and the Form should now appear. Root Cause Firefox released a privacy update that blocks loading of certain elements directly from the marketo.com domain. This prevents Marketo Forms from loading when they point to a source of marketo.com. Updated the embed code to use your Landing Page Domain allows the form to load correctly.

Summary Adding Webinars from Additional Users Issue After setting up the Marketo/Zoom integration and attempting to connect a Webinar to an Event Program, you may see the message "This Account has no Webinars" or certain webinars may be missing as an option. Environment Zoom/Marketo Solution When setting up the Marketo/Zoom integration an Admin user must be connected to the Launchpoint integration. By default, only webinars created directly by this Zoom user will appear as options. If other users have shared webinars with this admin, additional steps must be taken to make them visible in Marketo. In this article you will find the steps to add additional Zoom users to the Marketo integration configuration. Once those users have been added, webinars they own will be available as options in Marketo. Webinars owned by users not added with the instructions above will not be available in Marketo.

Marketo now fully supports responsive landing pages, we call the new style a "Guided Landing Page". A Guided Landing Page is one that is capable of dynamically resizing itself for different window sizes and devices. If you’ve used the Marketo interface to set up an Email Template and an Email, the basic concept of setting up a responsive template and landing page will feel pretty familiar. First you have to define a template that contains the editable areas of the landing page, once that is completed you use that template to build the landing page. Unlike the Email editor however, constructing and altering a responsive landing page template will require a minor amount of HTML knowledge. If you are not comfortable in HTML and do not have an HTML developer available to assist you, Marketo’s services team can help! You can reach them at services@marketo.com To get started, first visit our Template Library for Guided Landing Page Templates located here: https://docs.marketo.com/display/public/DOCS/Guided+Landing+Page+Templates;jsessionid=5D71353C1CBF708DEC3DAB1588E78B4F Select the template you’d like to use, right click the link and select “Save Link As” to download the HTML code. Once the template is saved locally on your computer, go to where it’s saved and open it in the text editor of your choice. What you’ll see is a whole bunch of HTML: In your text editor, use CTRL-A to select all and CTRL-C to copy it to the clip-board. (On a Mac this is Command-A and Command-C) then log on to your Marketo instance. In your Marketo instance, go to the Design Studio and select “New Landing Page Template” In the New Landing Page Template window, assign your template a folder and a name, then make sure the editing mode is “Guided”. The “Free-form” mode is for the non-responsive templates that we had before. Click “Create”! Now we’re ready to replace the sample template code with the code you downloaded from the Template Library. CTRL-A (Command-A on a Mac) will select the starter code and CTRL-V (Command-V) will paste the template code right over the top of the existing code. The template will save itself automatically when finished. Now that the template is ready to go, we’re ready to see it in action! Using a Marketo Guided Landing Page Template: Now that we have a template created, we’re ready to start using it. Close the template tab where the code is and go back to the Design Studio. Select the template you just created and approve it. Once the template is approved, you can use it to create a landing page. In the new landing page window, assign a folder and a name and select the template you just created. Click “Create”! You can always identify which templates are responsive and which are not by looking for a little window icon on the right hand side. If the window icon is present then that template was created using the new Guided editor and is fully responsive. If the window is not present, then that template was created using the old editor and it’s NOT responsive. You cannot automatically convert an old non-responsive template to a new one. Congratulations! Your new responsive template is ready to use! Please see our documentation here on how to edit a Guided Landing Page: https://docs.marketo.com/pages/releaseview.action?pageId=7515306

Issue Issue Description If a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic. Solution Issue Resolution Instructions to generate a HAR file broken down by browser version: Chrome In Chrome, go to the page within Marketo where you are experiencing trouble. At the top-right of your browser window, click the Chrome menu (⋮). Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome. Click the Network tab. Select Preserve log. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser. Refresh the page and reproduce the problem while the capture is running. After you successfully reproduce the issue, right click on any row of the activity pane in the Network and click Save as HAR with Content. Save the HAR file. Select the Console tab. Right-click anywhere in the console and select "Save as...". Name the log file Chrome-console.log. Send both files as shared links in a reply to your case. Firefox In Firefox, go to the page within Marketo where you are experiencing trouble. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window. Select Web Developer > Network. The Developer Tools window opens as a docked panel at the side or bottom of Firefox. Click the Network tab. Select Persist logs. After you successfully reproduce the issue, right-click any row and select Save all as HAR. Firefox typically takes a few seconds to prepare the download. A slight delay on this step is normal. Select the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Safari In Safari, go to the page within Marketo where you are experiencing trouble. In the menu bar at the top, click Develop and select Show Web Inspector. Click Preserve Log. Click the Console tab and select Preserve Log. Go back to the Network tab. Refresh the page and reproduce the problem while the capture is running. Once you have reproduced the issue, select Export. Save the HAR file. Click the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Internet Explorer 11 (IE 11) In Internet Explorer, go to the page within Marketo where you are experiencing trouble. Click the gear icon in the top right. Select F12 Developer Tools. Click the Network tab Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running. Refresh the the page and reproduce the problem while the capture function is running. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk. Click the Console tab. Right-click any row and select Copy all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case.

Issue When using the [mktorest.com/rest/asset/v1/emailTemplates.json] end-point to pull all Email templates, the COUNT is much less than what is shown in Marketo's Design Studio Global Search. Solution This is the expected behavior. When viewing the total count of Email templates in the Design Studio UI, it will count EACH shared template that is shared across other workspaces, counting the same template multiple times depending on how many workspaces it's shared to. However, when retrieving the Email Templates from the REST API, it will only return DISTINCT Email Template ID's from the originating shared workspace where the template resides. It will not return the templates from the shared workspaces. Root Cause REST API Expected Behavior

Issue You may notice this permission error "You do not have sufficient privileges to perform this action" when previewing an email even though the user role has permission to access the emails. Solution This can happen when the user role didn't have any access to the lead database as shown in the picture. This is a article attached image The user role needs the top-level access to the Lead Database(1 of 15). This is because the email previewer allows one to view the asset as if you were a specific lead, but if you can't see the leads, then the error will trigger. To fix this issue, you would need to provide the user role with top-level access to the lead database.

Issue When using the Merge Lead(s) REST API end-point and merging multiple leads, which field values would be copied to the winning record? In the below example, the winning lead record has a blank value for Job Title. When merging all 4 leads, which field value will get copied to the winning record from the list of losing records? This is a article attached image Solution The field values that will be injected to the winning lead record are directly impacted by the order of leadID's in the Lead array parameter of the call, where the FIRST leadID listed in the parameter array will be the winning value IF the field on the winning Lead record is blank. URL Example {{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=2232,1323,1455 RESULT Based on the above excel chart, LeadID 4231 (Winner) would have their Job Title field updated = 'electrician'. URL Example #2 {{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=1323,1455,2232 RESULT Based on the above excel chart, LeadID 4231 (Winner) would have their Job Title field updated = blank/empty. Root Cause This is the expected behavior when merging multiple leads via the REST API Merge Leads end-point.

Summary When renaming a field in a CRM Custom/Entity it does not reflect the change in the constraint of filters/triggers/ Issue I renamed a field in my CRM Custom Entity/Object (MSD/SFDC) and I refreshed the schema. I can see the field name change reflected in the CRM Custom Entity/Object, but when I look for the field in constraint for filter/trigger I only see the old name. Environment Smart List Solution The workaround is that the customer can create a new field on the SFDC side and copy all the values from the old field to the new one. Then, this field can be used in smartlist filters. Old field can be disabled after that. Root Cause We are not propagating field name changes from SDFC to Marketo.

Summary Learn how to troubleshoot the REST API Error: read ECONNRESET. Issue You are getting the following HTTP error when attempting to call the associated REST API. REST API Error: read ECONNRESET Cause This error might occur because of issues on the local network or HTTP client config. Here are some possible causes of this error. HTTP Client Configuration Issues: The error may occur due to incorrect, incomplete, or incompatible settings in your HTTP client. To align your HTTP client settings with the Marketo REST API requirements, you should review and update your HTTP client settings. Proxy Server or Configuration Problems: If you use a proxy server, its configuration may result in an HTTP error. Verify your proxy server settings and consult your network administrator for accurate configuration if necessary. Faulty Network Equipment: Issues with hardware such as switches and routers, particularly if they are malfunctioning or improperly configured, can cause the problem. You should investigate the status and settings of your networking devices to determine if this is the issue. Solution To resolve this issue: Review and adjust your HTTP client's configuration to match the Marketo REST API specifications. Check your proxy server settings and consult your network administrator if needed. Examine network equipment for faults or incorrect configurations.

Issue When using the GET Activities API with a specific list Id in the parameter, the response will get all the specified activities from other assets as well. This is the endpoint for this article. Solution Instead of using list Id (listId) as a parameter, change that to asset Ids (assetId) in the API call. The Asset ID (assetId) is the Id of the primary asset for an activity. Then, the response will narrow down the activities associated to the primary asset by looking up the Id during the call.

Issue Issue Description Velocity scripted tokens are not displaying the default value in the asset if the information required for the token is not in the database. Solution Issue Resolution Email Script tokens are not designed to work with the {{my.token:default=Some Value}} syntax, which is for simple tokens. Rather, you must output the default value within the code (using #if/#else, $display.alt or any other conditions) then include just {{my.token}} in the email. Examples can be found here: https://developers.marketo.com/email-scripting/

Summary New checkbox for query parameters available when adding new content or editing current content. Issue You were previously unable to specify query parameters for predictive content, and query parameters were not used when adding new content, editing current content, and reporting on URL clicks. Autodiscovery works by adding a new URL to the DB, and later on, clicking counts are accumulated against the newly found asset. The asset is determined based on the URL (and there, it previously didn't account for anything that followed the ? in the URL. The same was used as a validation when a user added new content. The rule to determine this part of the URL, minus the query parameters, was a requirement back then and was taken into account during design. Solution As you add predictive content from the predictive content page, you need to have the checkbox on this page to allow the user to decide whether they want to include/exclude the query parameters while adding it. The same thing should be followed for editing predictive content as well. Engineering built a nuanced approach that provided flexibility to include or exclude query patterns in determining a unique URL and added a feature to include query parameters when manually creating a piece of content. It should rightly identify the right asset to record clicks/views against as well.

Issue A lead skips the send email flow step, but processes through the other flow steps. In the results tab and in the lead activity log there is no mention of the email step. Example: Solution If your lead record is blocked from receiving emails, Marketo will not send an email to that lead. If an email is not sent, there will not be a record in the activity log for the lead record or in the results tab of the smart campaign, but the lead will still go through the other steps as normal.

Issue Lead was created but does not appear in the expected Workspace in the Lead Database. Solution Check if there are any assignment rules that the lead may have qualified for a lead partition associated to another Workspace (e.g. Workspace B) https://docs.marketo.com/display/public/DOCS/Assigning+Person+Partitions+with+Assignment+Rules Check the lead's activity log to see if the lead's partition was changed after it was created to another partition associated to another Workspace (i.e. single flow action or via a smart campaign)

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

List Import Error: "Invalid Encoding"

Nurture Program Email Blocked Due To Communication Limits

Smart Campaign Limits And Blocked Records

Block Field Updates not syncing marketo field values to SFDC

Lead cannot see unsubscribe form

Webinars Missing from Zoom Integration

Getting Started With Guided Landing Pages:

How to Generate a HAR File for Network Troubleshooting

Marketo Sales Insight is Disabled

Email Template Count Different in UI When Compared to REST API Count

Permission Error When Previewing Email

What Field Values Are Copied to Winning Records When Merging Multiple Records From REST API

When I rename a field in my CRM Custom Entity/Object why is the change not reflecting in the constraint of a filter/trigger?

Troubleshooting REST API Error: read ECONNRESET

What is the Exported (CSV) Report row limitation in RTP/Web Personalization?

Using API to get lead activities from specific asset

Email Script (Velocity) My.Tokens Not Displaying Default Values

Predictive Content Query Parameters

Lead Skips the Send Email Flow Step But Runs Through the Other Flow Steps

Newly Created Leads Not Available to Expected Workspaces