Marketo add-in disabled in Outlook

[Anonymous]

Hello, 

I have a recurring issue where some employees' Marketo plugin stops working with Outlook. This image was sent to me by the most recent indidivudal who is having issues. 



Should I have them follow these steps - https://community.marketo.com/MarketoArticle?id=kA050000000KywBCAS

Or, should I re-issue a license? 

Thank you!

[Anonymous]

UPDATE....

So it looks like the possible issue is that our Marketo "installed package" in Salesforce is outdated. If you are having this issue, make sure to check on the version of your Marketo by going to SETUP and clicking INSTALLED PACKAGES. Apparently, by updating Marketo you run the risk of affecting some of the SFDC objects. Our IT department has been hesitant to update the package because of this. I tested the update out in Sandbox and everything went smoothly. 

We have had several reps who refuse to use Marketo now, so hopefully IT makes the change soon. Good luck everyone! 

[Anonymous]

HI--I want to piggy back on this as well. We are constantly having to revoke and reissue licenses because they stop working. At this point, the reps don't want to use the product because it is so frustrating and time consuming. Any new developments on this? Anyone heard from Marketo?

[Peter_1_Kim]

Just wanted to pick back up on this discussion and see if there has been any new developments around this issue. We are also continually running into this issue with some of our employees and the only solution that has worked for us was to revoke and reissue new licenses every time it happens.

It seems to occur with both Outlook 2010 and 2013 and so it doesn't appear to solely be an Outlook 2013 issue (at least from our end)

[Anonymous]

Ya this keeps happening over and over again. Does anyone know how to get in touch with Marketo directly? It sounds like @joe has tried this before to no avail. 

[Lauren_Dillon]

My experience is that revoking and reissuing licenses and uninstalling reinstalling doesn't work. I've tried several methods a couple times and I'm not sure this is solved. Any tips I may be overlooking would be greatly appreciated. Thanks!

[Anonymous]

Ya I am sure reps get really frustrated and just give up on the technology after a couple deactivations...I don't mind reissuing licenses, but I am more worried about the use of the plugin going down and decreasing reps productivity. 

[Anonymous]

Smells like an idea in the making... It is annoying to do this over and over. Some reps have stopped using the plugin altogether because of glitches like this.

[Anonymous]

Bummer that this keeps on happening, though. I've had to do this several times over for the same reps. Marketo support tells me it's a local problem involving our firewall or security products, and my IT team tells me that nothing internal is causing the problem. So I'm stuck revoking and reissuing licenses every time it happens.

[Anonymous]

Ok Joe, that's waht I was afraid of. YOU DA MAN! Thank you 🙂

[Anonymous · Accepted solution]

We ran into this issue recently. Reissuing did not work and neither did the steps you mention above.

I am not sure what the cause was, but I thought it might have something to do with updates they made to support Outlook 2013. We had to revoke the existing license and send new invites to the team members it was affecting.

Hope that helps!