broken link to landing page from email

[Anonymous]

Hello,

We recently tried downloading one of our older white papers and the link from the email to the landing page is broken.
http://go.thesearchagency.com/UkPa04Q1XD0Y41040U000Fa

None of our other links started with "go." so we're not sure why this one does?  When we check the link from within Marketo, it displays as "info."

Has anyone else expreienced this?

[Anonymous]

Holly,

The "go." addition is the Branded Tracking Link subdomain that you have setup in your Admin > Emails section inside Marketo.  We wrap all your email links in tracking code and shorten them in order to provide branding and shorter URLs instead of the occasionally large ones you may see on your actual landing page.

The link you provided in this case does work and takes me directly to that whitepaper.

Please let me know if you have any other questions!

Jesse
Lead - Premier Support Team

[Anonymous]

Hi Jesse,

Thanks for the quick response.  I also emailed you but will reply here too just to cover bases. This may explain the problem more clearly:

When attempting to download one of our white papers, the email supplies a dead link to the landing page (example below):
http://go.thesearchagency.com/UkPa04Q1XD0Y41040U000Fa   and users are therefore unable to download the report.
 
However, when we preview the email from within Marketo, the link works properly. The correct link which should be in the email:  
http://info.thesearchagency.com/rs/thesearchagencyinc/images/TheSearchAgency_POV_Universal%20Analyti...
 
We believe there may be additional examples of this occurring so please let us know what can be done to rectify the issue as quickly as possible.

[Anonymous]

Holly,

That link still works on my side, both from inside and outside our own network so I think we may need to identify a possible issue with the email itself.  Just to cover the bases completely, have you (or your IT team) recently made any DNS or CName changes for your instance?  Was the Branded Tracking Link feature recently changed/enabled? 

Those questions may require you to reach out to your IT team, just to ensure that things weren't changed without your knowledge.

Additionally, I just tested the link on mobile devices and it is operational there as well. 

At this point I'd recommend filing a support ticket (support@marketo.com or via the Community Support Portal) so that we can take a look at the actual email to see if there might be something wrong there.

- Jesse

[Anonymous]

Hi Jesse,

Ok thank you. I will reach out to the IT team with those questions.  Glad to know the link works for you internally & externally.


On a separate note, I did send my email to support@marketo.com, however, our current Administrator is no longer with our company and I have been unsuccessful in substituting another email in for his.  That's why I decided to post on the discussion board.  Please let me know if there is a way to update our Admin contact. 

Many thanks,
Holly

[Anonymous]

Holly,

I see that one our Technical Support Engineers currently has that case for the authorized contact switch.  The case is currently awaiting your response as to whether or not you'd like to be the Support Admin or assign that to Michelle.

Let us know if there's anything else we can do for you,

Jesse