Common Marketo Troubleshooting

Overview

This guide helps you troubleshoot your Mobly's integration with Marketo. It contains common issues that can be fixed with a little guidance.

Contents

• Authentication
• Data format
• Data length
• Missing data
• Missing field
• Other
• Qualifier value

Authentication

Refers to failures in verifying credentials, tokens, or API keys, preventing secure access and halting the integration handshake.

Data format

Arises when data is structured incorrectly (e.g., wrong date format like MM/DD/YYYY vs. YYYY-MM-DD), leading to parsing errors or incompatible processing.

To resolve data format issues when integrating with Marketo, follow these steps:

1. Identify Expected Format: Check Marketo field definitions (via Admin > Field Management) to confirm the required format (e.g., Date: YYYY-MM-DD, String: specific pattern).
2. Inspect Incoming Data: Compare the incoming data from Moby with Marketo’s expected format using a test lead or API log.
3. Transform Data: Use Marketo Smart Campaigns, a custom script, or a middleware tool to reformat the data (e.g., convert MM/DD/YYYY to YYYY-MM-DD).
4. Validate Changes: Test the integration with a sample payload and verify in Marketo that the data is accepted without parsing errors.
5. Update Documentation: If the issue persists, document the required format in Marketo and share with the Moby team for consistent mapping.

Data length

This issue occurs when incoming data exceeds or falls short of the expected field length, causing truncation, padding errors, or validation failures in the receiving system.

To resolve data length issues when integrating with Marketo, follow these steps:

1. Check Field Limits: Review Marketo field properties (via Admin > Field Management) to identify the maximum length for each field (e.g., String: 255 characters).
2. Analyze Incoming Data: Compare the length of data from Moby against Marketo limits using a test lead or API log.
3. Adjust Data: Truncate or pad the data in Moby’s mapping settings, Marketo Smart Campaigns, or a custom script to match the expected length.
4. Test Integration: Submit a test payload and confirm in Marketo that the data is accepted without truncation or padding errors.
5. Update Process: Document the correct length requirements in Marketo and coordinate with the Moby team to enforce consistent data sizing.

Missing data

Happens when required fields or records are absent in the payload, resulting in incomplete datasets, failed validations, or downstream processing gaps.

To resolve missing data issues when integrating with Marketo, follow these steps:

1. Identify Required Fields: Review Marketo field settings (via Admin > Field Management) to determine which fields are mandatory for leads or other objects.
2. Check Incoming Payload: Inspect Moby’s output to confirm if required data is absent using a test lead or API log.
3. Add Missing Data: Update Moby’s configuration or use Marketo Smart Campaigns/custom scripts to include the missing fields with default values if necessary.
4. Test Integration: Run a test integration and verify in Marketo that all required data is present and accepted.
5. Document and Coordinate: Record the mandatory fields in Marketo documentation and work with the Moby team to ensure consistent data inclusion.

Missing field

Similar to missing data but specific to entire fields being omitted, triggering schema validation errors or null value issues in databases.

To resolve missing field issues when integrating with Marketo, follow these steps:

1. Verify Field Existence: Check Marketo Admin > Field Management to ensure the expected fields exist and are active for the relevant object (e.g., Lead).
2. Inspect Payload: Review Moby’s output to confirm if specific fields are omitted using a test lead or API log.
3. Add Fields: Create missing fields in Marketo if needed (via Admin > Field Management), or update Moby’s mapping to include them, using Smart Campaigns or scripts if required.
4. Test Integration: Submit a test payload and confirm in Marketo that all fields are populated correctly.
5. Document and Align: Update Marketo documentation with field requirements and coordinate with the Moby team to ensure consistent field inclusion.

Other

Encompasses miscellaneous issues like network timeouts, duplicate records, or unexpected data types not covered by standard categories.

Best way to resolve these issues are to connect your Mobly account representative to your organization's internal integration expert.

Qualifier value

Involves invalid or unrecognized qualifier codes (e.g., in EDI standards) that specify data meaning, causing misinterpretation or rejection of segments.

To resolve qualifier value issues when integrating with Marketo, follow these steps:

1. Identify Expected Qualifiers: Review Marketo field picklist values (via Admin > Field Management) to determine valid qualifier codes.
2. Check Incoming Data: Inspect Moby’s output to identify invalid or unrecognized qualifier values using a test lead or API log.
3. Map Correct Values: Update Moby’s configuration or use Marketo Smart Campaigns/custom scripts to align qualifier values with Marketo’s accepted options.
4. Test Integration: Run a test payload and verify in Marketo that qualifiers are accepted without errors.
5. Document and Coordinate: Record valid qualifier values in Marketo documentation and collaborate with the Moby team to ensure consistent mapping.