Knowledgebase

Featured article

(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?

This document provides an overview of the recent lead Change Score issue that impacted a subset of customers across our data centers beginning on June 11, 2019. All customers that were impacted were emailed details of the incident on June 20, 2019. If you are unsure if your instance was impacted, please reach out to Marketo support at support.marketo.com. Impacted Timeframe by Data Center: London data center, June 11, 2019, 4:00 PM PDT - 5:00 PM PDT Sydney data center, June 14, 2019, 3:30 PM PDT - 4:00 PM PDT San Jose & Ashburn data centers, June 14, 2019, 6:30 PM PDT - 7:00 PM PDT How to identify what data center your instance is located in: You can deduce the server locations by looking at the URL of your instance. The CNAME=the pod or server your instance is on. The example above indicates that this instance is in our Ashburn data center. The abbreviations for all our data centers are as follows. lon = London sn = Sydney sj = San Jose ab = Ashburn Service affected: A subset of Marketo customers may have experienced lead score changes that were not being updated. Impacted customers would have received campaign failure notifications in their Marketo subscription. Change Score flow steps that were set to update lead scores would not have been triggered during the impacted time-frame, however, no other flow steps were affected and the remainder of the campaign would have executed as expected. What happened: This issue originated from an internal logic error during a recent release. This error caused a delay between the database schema update and the code release, resulting in lead score change triggers to be missed. Remediation: Once the cause was identified, our team immediately began to identify the root cause and potential fixes. Our team created this documentation to educate customers on how to replay the impacted flow steps to update the lead score as needed. Campaigns that were not triggered during the impacted timeframe will not be automatically replayed. However, customers can create their own smart campaign to update the lead scores as shown below. Replay Impacted Smart Campaign: 1. Navigate to the Notification center in your instance. 2. Once in the Notification center, look for any campaign failures during the timeframe that the data center your instance is in was impacted as listed above. 3. If the failed campaign contains score changes, then only the Change Score flow steps failed. Every other flow step in that campaign would have worked correctly. You will need to re-run the Change Score flow steps for the leads listed in the campaign failure notification. If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at support.marketo.com, or through any of the methods listed here.

If you have registered for Marketo Foundation Virtual or Classroom or other live training or workshop sessions, and have not yet received a confirmation or are having difficulty accessing a session, here are some things to check: Q: When did you register? A: Registration closes the Friday before the Monday class start, or when the class is full, whichever comes first. You will NOT be able to register the morning of a class; we recommend registering at least a week ahead of time. Q: Does Marketo send a “you cannot Register” note? A: The course catalog indicates that the course is full once all registrants are approved and all seats taken. You will not be Registered if the course is full. However, we often receive more registrations than available seats before we've approved all registrations. In that case, you will receive a message from us indicating that the course is full and a link to the next available class. Q: I've registered. How do I know my Registration is confirmed? A: You are only fully registered for a course once you have received your confirmation email. If you have not received your confirmation email within two business days of your registration, it is possible that you did not complete your registration (all required fields must be filled out, and the form fully submitted). If that is the case, please attempt to re-register. If your registration is accepted, you will receive your confirmation email within two business days. Q: Where is my confirmation email? A: If you have not received confirmation or reminder messages from GoToTraining within one business day of the start of your session, please check your email's spam and/or quarantine folders. The message will come from us, but the sender email is customercare@gototraining.com--make certain that this email address is on your approved senders list. Q: Do I get a different meeting link for each day of class? A: You'll use the same meeting link for all the sessions in that week. Q: Can I share the training meeting URL link with others in my organization? A: The link is unique to you. Please do not forward or share it. If someone else uses your session link before you do, you will be locked out and will be unable to attend that day's session. However, you can use a single access in a conference room setting if you wish to use the session as a group learning within your company. Note that if you choose this method, only the registrant will show in our records as having attended the course. Q: I have followed the link for my session, but it won't start. A: On occasion, the GoToTraining utility will freeze when it's loading. Make sure that you have java enabled on your browser. We find that Firefox is the most stable browser to use with GoToTraining. If your session does not fully load after a few minutes, you may need to restart it. If it still does not load completely, please contact GoToTraining support through their support site:support.citrixonline.com/en_US/gototraining Q: I need to attend my sessions over different weeks. How do I register? A: Currently, you'll need to register for each week you're interested in attending, even if only attending a portion of the course. Q: When is the next course? A: See http://community.marketo.com/MarketoCourses for all upcoming dates for Marketo Foundation Build Workshop live online sessions. Q: I want to take the 5th module (on demand). Where is it? A: Module 5 is covered in two parts: Reporting: http://community.marketo.com/MarketoFoundationMLMReporting Modeler: http://community.marketo.com/MarketoRCAModelerFundamentals

Issue A landing page is taking a significant time to load. Solution The load time of a landing page is generally due to resources that have a large file size or due to third-party scripts. This can be identified by using tools like https://tools.pingdom.com/ that breaks down the loading time of individual resources and scripts within a landing page. Another way to inspect the loading time of resources and scripts within a landing page is using the network feature of the developer tools in Google Chrome, Firefox, Safari or any other web browser: https://developers.google.com/web/tools/chrome-devtools/network-performance/reference https://developer.mozilla.org/en-US/docs/Tools/Network_Monitor https://developer.apple.com/safari/tools/

Issue In the activity log, you see that a lead has been added to a Marketo Custom Object, but in the Custom Object tab there is no data. Solution The reason why that it appears as the custom object data is missing for a lead is because the custom object data becomes disassociated to the lead and associated to another lead when the custom object data is pushed into Marketo. When the custom object data is pushed to Marketo intended for lead A with the same dedupe field value of an existing custom object record associated to lead B, it disassociates it from the lead B and associates it with lead A. Therefore, when looking at lead B that has had an 'Add to Custom Object' activity, but does not have the Custom Object data visible in the Custom Objects tab, it is because the custom object data was associated to another lead. For example: On Lead A, custom object data is added on x time with the dedupe field value 'test' --> custom object data is associated to this lead and is visible in the Custom Object tab On Lead B, custom object data is added on y time with the same dedupe field value 'test' --> existing custom object data that was created in previous step is now associated to this lead, becomes visible in the Custom Object tab Since the custom object data is moved to this lead, it is no longer visible in the custom object tab for Lead A.

When a user switches to another language in their preferences not everything in Marketo will get translated. Specifically, any object that has an editable name is not automatically translated. Type of Text Example Translated? Editable Text Programs Seeded Channels Seeded Marketing Activities Folders Progression Statuses Custom Fields No Not Editable Text Standard Fields System Smart Lists General User Interface Yes When a user views content in a workspace that is not the same as their preferred language, the above table describes what would be translated.

Issue Advanced Filter for creating web segments is not selectable as an option. Only ALL or ANY filter logic can be selected. Why? Solution In order to select the advanced filter logic for creating a segment, there must be at least three filters in the segment. Otherwise, the option will be 'grayed out' or not selectable. This is similar to smart lists where: "Advanced filter logic is only available if there are three or more filters in your smart list." https://docs.marketo.com/display/public/DOCS/Using+Advanced+Smart+List+Rule+Logic

Issue After running a Smart Campaign to delete some records, you don't see any deletion activities in the Results tab. It appears the campaign did not run. Solution If you ran a Smart Campaign to delete records and the only flow action is to 'Delete Person', you will not see any activities in the campaign results as these activities would be associated to the deleted records. This would lead to the impression that the campaign did not run, even when it did. In order to check the status of the campaign or if the records were deleted, you can check the 'Run History' of the campaign to see if it has one of the following statuses: "Completed (number of people qualified)" "Running campaign - executing flow" If the campaign is still running, you can also check the Campaign Queue to see if the campaign is still in the queue.

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.

Issue Description Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in. Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document: docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions. Then log in as the dummy user and send the invitation. It will have the dummy address in the From line. Who This Solution Applies To Outlook Plug-In users Is this article helpful ? YesNo

Issue When you navigate to Admin>Munchkin, you see option to select Workspace. Why is that? This is a article attached image Solution People generally use workspsce either because of their companies geographical location or Business Unit. In each case, the separation is because the marketing assets are completely different. With that said, If you're using Workspaces in your Marketo account, you probably also have separate web presences that correspond to your workspaces. In that case, you can use the Munchkin tracking Javascript to assign your anonymous people to the correct workspace and partition. This is used to differentiate appropriate leads within workspace with the help of appropriate tracking. If you don't use the special workspace Munchkin code, the people will be assigned to the default partition that was created when your account was set up. It's named "Default" initially, but you might have changed that in your own Marketo account. You can only use one Munchkin tracking script for a single partition and workspace on a page. Do not include tracking scripts for multiple partitions/workspaces on your website. I would also like to mention that Landing pages created in Marketo automatically contain tracking code, so you don’t need to put this code on them.

Issue Description Sometimes there can be a circumstance where a text token should hold null value. Since the token must contain a value, you need to insert a value that will display as empty when the token is rendered. Issue Resolution Adding a HTML comment to the on the Text {{my.token}} side would work.  If you're just plopping the token into your HTML, this will be fine. If you're embedding in JS then you can still check for that specific value, it just won't be "magic": if ( "{{my.token}}" != "" ) { // it's not empty }

Issue You want to know the expected behavior if an email is sent to a lead from a Smart Campaign and then you add that exact same email (with the same email asset ID) to an Engagement Program nurture stream the lead is in. Solution The email will not be sent through the nurture stream, because an Engagement Program will not send the same exact same email to a lead twice, regardless of how it was originally sent. However, Marketo will send a cloned version of that email, since the email asset IDs are different.

Issue Issue Description Getting 'Communication Failure' error popup repeatedly when doing normal operations within the application. Solution Issue Resolution: - Disable all browser extensions especially any dealing with ad blockers as they seem to be the primary cause of this issue ("Ghostery" is an example of extension known for blocking multiple Marketo operations/ tasks). - Try to repeat same operations after you have cleaned cache and cookies - (If above option does not work) Try to repeat same operations while using a incognito browser window.

If your lead page layout is incorrectly formatted because the Original Referrer field is too wide or long, follow these steps to correct it. You'll need administrator rights in your Salesforce account. The following solution will not work in SFDC Professional Edition because it involves removing a Marketo field from the SFDC page layout. In short, you'll create a new custom field in SFDC, then use a formula field to shorten the Original Referrer field instead of the original standard Marketo field. Click on Setup Under App Setup, click on Leads, click on Fields Click on New to create a new custom field Under Data Type: select Formula and click on Next Enter Field label and name (perhaps call it "Original_Referrer_c") Under Formula Return Type, select Text and click on Next Click on Advance Formula Tab Enter the following bold text into the large text box: HYPERLINK(mkto71__Original_Referrer__c,LEFT( mkto71__Original_Referrer__c , 140)) Note: The above formula takes the first 140 characters of the original field (mkto2__Original_Referrer__c) and display it to the 'new" field you're creating. Then, it takes the COMPLETE value from the original field and turns it into a hyper link.

Here are a few helpful tips regarding assigning a record to a queue when using the Sync Person to SFDC flow step: If the record flowing through the flow step is a Marketo only record a new SFDC lead will be created SFDC Lead any field updates will be synced from Marketo to SFDC and the owner will change to the Queue SFDC Contact a new SFDC lead will be created The value in Marketo for Lead Owner for any records assigned to a SFDC Queue will be empty Additional resources for learning about the Marketo integration with SFDC.

Article Text Using URL parameters are an important way to organize your web analytics and tracking. With Marketo Web Personalization, when a web visitor clicks on a personalized Web Campaign we add a parameter to the URL. This parameter is "?iesrc=ctr". Having this parameter allows you to report on your web analytics to see and compare all the clicks on Web Personalization campaigns and overall performance of your personalization strategy. The Marketo Predictive Content application also includes a URL parameter every time a visitor clicks on predictive content (from the bar, rich media or email). The URL parameter used here is "?iesrc=rcmd". You can also add your own UTM parameters to the URL link you have in your Web Personalization Campaign or your Predictive Content piece. The most common URL parameter tools we see customers using is the Google Analytics tool. In their words "This tool allows you to easily add campaign parameters to URLs so you can track Custom Campaigns in Google Analytics. See: Campaign URL Builder — Google Analytics Demos & Tools". Make sure to follow the best practices: Best Practices for creating Custom Campaigns - Analytics Help

Included in this article Are you having technical difficulties or unintended behaviors in your Marketo instance? You can leverage Marketo's documentation, community and support team to quickly resolve issues. Here's how. Search Marketo's Product Docs Marketo's Product Docs contain essential information on Marketo functionality. If you have questions on topics such as how to build a smart campaign, setting up a Salesforce integration, or running email programs, this is the first place to look. Search Marketo's Developers Site Documentation for developers on topics such as APIs and Webhooks can be found at Marketo Developers. It also includes a Developers Blog and information on Marketo for Websites (such as custom forms) and Marketo for Mobile. Explore Marketo's Nation If Product Docs doesn't provide the information you need, log in to Marketo Nation for further resources. Click on the Products & Support tab on the navigation bar at the top of the screen. The drop down list includes two options that offer troubleshooting resources: Support and Discussions. The first place to look is under Support. Here you can navigate to the Knowledgebase or do a keyword search. Keyword searches made here will return results from both the Product Docs and the Knowledgebase. The Knowledgebase is filled with valuable articles and information from Marketo employees, including Technical Support Engineers. Reach Out to the Community for Answers If you still can't find the answer you're looking for, click on the Products & Support tab at the top of your screen and select Discussions. This is where Marketo users turn to their peers in the community to ask questions and share knowledge. You can do an advanced search or start a discussion on the issue you are experiencing. Searching Discussions is the quickest way to find an answer. You can choose a category from the left-hand pane and also sort the results. If you find a relevant discussion, you can reply to the original post or to any comment in the thread for further clarification. If you can't solve your issue with a search, you can Start a discussion. Make sure the Mark this discussion as a question checkbox is clicked if you are asking a question. You can also add links, images and attachments, so this is a good place to include screenshots and links to public pages that are experiencing the issue. Provide detailed information so that others in the community can help you. Contact Marketo Support If all else fails, it's time to log a case with Marketo Support. There are three ways to log a case. 1. Click the Submit a Case button via the Support Portal in Marketo Nation at Products & Support > Support > Submit a Case. 2. Call your local Marketo support number. (Phone numbers are included below.) 3. Email Support directly at support@marketo.com. Log A Case When logging a case with Marketo Support, provide detailed information on the issue you are experiencing. This will allow the support engineer assisting you to resolve your case more quickly and efficiently. You should include the following information in your initial case comment: 1. What error or technical difficulty are you are experiencing? State the problem as clearly and thoroughly as possible. Include full, uncropped screenshots that show where the error occurs. Include additional screenshots if they provide further information on the error. 2. Include links to resources where errors are occurring. Make sure that you provide links to one or more affected leads. Links to affected programs, campaigns, landing pages or other assets should also be included. If you are having trouble with a landing page, include the URL to where the landing page can be found inside your Marketo instance, not the live page URL. Likewise, if the issue is a campaign, be sure to include a link to the campaign URL in your Marketo instance. 3. What causes the error to occur? Issues often need to be replicated to be resolved. By providing information on the steps that led to the error, support engineers can more quickly replicate an issue and bring it to resolution. 4. How have you tried to solve the issue, and what happened as a result? Sharing this information ensures that Marketo Support focuses on solutions that will directly assist you instead of responding to your case with suggestions you've already tried.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Lead Score Data Fix

Marketo Foundation Virtual FAQ

Landing Page Loading Time Too Long

Custom Object Data Missing for Lead

What to Expect if Your Language Preference Differs from the Default

Web Personalization/RTP - Web Segment Advanced Filter not Available

Landing Pages or Emails Missing from Imported Program

Smart Campaign to Delete Records Does Not Appear to Run

Leads Discrepancy When Filtering Email Address Contains ‘@‘ In Smart Lists

Email filtering blocking Sales Insight Outlook Plug-in Invitations

Changing a Segment

Why Do I See Workspace Partition While Selecting Munchkin?

Creating a token with a null value

Behavior If the Same Email Is Sent Through a Smart Campaign and a Nurture Stream

Only One Form Is Pre-filling When Using Multiple Forms on a Marketo Landing Page

Getting Repeated 'Communication Failure' Errors

Salesforce Lead Layout is Stretched due to Original Referrer

SFDC Sync Tip - Using a SFDC Queue

URL Parameters with Web Personalization and Predictive Content

How to Resolve Technical Issues Quickly