Troubleshooting

Use these checks to diagnose Marketo connector issues, including Representational State Transfer (REST) API endpoint failures. For setup instructions, see Set up Marketo.

Setup and authorization

The setup form rejects the REST API endpoint

Symptoms:

• The setup form rejects the Marketo REST API endpoint
• You can't save or authorize the connector with the endpoint you entered

Cause	Fix
HTTPS is missing: The endpoint doesn't use HTTPS.	Enter the instance host with https://.
The host is incorrect: The endpoint isn't a Marketo REST host.	Use the host shown under Admin → Integration → Web Services. It must end in .mktorest.com.
The URL contains extra components: The value includes a path, port, query string, or fragment.	Enter the host only, such as https://123-ABC-456.mktorest.com. The form removes /rest, /identity, and trailing slashes, but it doesn't accept other paths.

Authorization fails

Symptoms:

• Marketo authorization returns an error
• The connector can't obtain a Marketo access token

Cause	Fix
The credentials are incorrect: The Client ID or Client Secret doesn't match the configured service.	Copy both values from View Details for the same LaunchPoint custom service.
The service uses the wrong user: The custom service isn't assigned to the intended API-only user.	Edit or recreate the service and select the Glean API-only user.
The API-only user can't access the required APIs: The user is inactive or lacks required permissions.	Confirm the user is active and has the dedicated Glean role from Set up Marketo.

Still not resolved? Contact Glean Support with the connector instance name and exact authorization error.

Roles export and identity

The roles workbook won't upload

Symptoms:

• The setup form rejects the roles and permissions workbook
• You can't complete connector setup with the selected file

Cause	Fix
The file isn't a Marketo roles export: The workbook came from another page or process.	In Marketo, go to Admin → Users & Roles → Roles and click Export.
The file type is incorrect: The file isn't an .xlsx workbook.	Upload the .xlsx workbook downloaded from Marketo.
The workbook changed after export: Someone changed rows, columns, or other workbook content.	Export a new workbook and upload it unchanged.

The identity crawl fails after a role change

Symptoms:

• A full identity crawl fails after someone adds, renames, or changes a Marketo role
• User access in Glean doesn't reflect the latest Marketo role configuration

Cause	Fix
A role is missing from the workbook: An active Marketo role doesn't appear in the uploaded export.	Export and upload a current roles workbook, then run a full identity crawl.
The workbook is stale: Marketo renamed the role or changed its permissions after the export.	Upload a new export from Marketo, then run a full identity crawl.
The API-only user can't read identity data: The role lacks access to list workspaces, roles, or users.	Confirm the role includes Access User Management Api and Access Users.
Marketo returned an invalid record: A workspace, role, or user record is incomplete.	Retry the crawl. If it fails again, contact Glean Support with the connector instance name, crawl ID, and exact error.

Content and crawling

Expected assets are missing

Symptoms:

• A known Marketo asset doesn't appear in Glean
• Assets from one workspace or of one type are missing

Cause	Fix
The API-only user can't access the workspace: The asset belongs to a workspace outside the user's access.	Grant the dedicated Marketo role access to the required workspace.
The role lacks read access: The API-only user's role can't read the asset.	Confirm the role includes Read-Only Asset and Read-Only Campaigns as described in Set up Marketo.
The asset type isn't supported: The missing item isn't one of the nine indexed asset types.	Review What Glean indexes. Glean doesn't index leads, activities, program members, or folders as searchable documents.
The incremental crawl hasn't processed the update: The relevant asset crawl hasn't completed since the asset changed.	Check the crawl scope for that asset type and wait for it to complete.
A deleted asset remains indexed: Incremental crawls add or update documents but don't remove stale documents.	Run or wait for the next full content crawl.

Content or metadata is incomplete

Symptoms:

• An indexed asset is missing expected content or metadata
• Folder context or optional facets don't appear on a result

Cause	Fix
Marketo omitted an optional field: The API response doesn't include the field.	Compare the result with the source asset. Optional facets and metadata appear only when Marketo supplies them.
A content-detail request failed: Glean couldn't retrieve the additional content for the asset.	Review and retry the relevant asset crawl. Emails, landing pages, templates, forms, and snippets use additional content-detail requests.
The folder crawl is incomplete: Folder context wasn't available when the content crawl ran.	Confirm the full folder crawl completed before the full content crawl.

Permissions

One user can't find a Marketo asset

Symptoms:

• A user can open an asset in Marketo but can't find it in Glean
• Other users can find the same asset in Glean

Cause	Fix
The user isn't an active permission principal: The user is locked, expired, or has no resolvable email address.	Correct the user record in Marketo, then run a full identity crawl.
The account is API-only: Glean excludes API-only users from permission membership.	Test with an active human user.
The identity data is stale: The user's role or workspace assignment changed after the last identity crawl.	Run or wait for a full identity crawl.
The roles workbook is stale: The uploaded workbook doesn't reflect the current role permissions.	Export and upload a current workbook, then run a full identity crawl.
The user lacks a required capability: The user's role and workspace assignments don't meet all permission requirements for the asset.	Compare the user's access with the asset permission mapping. For assets inside a program, also check Access Marketing Activities in the same workspace.

A user can find an unexpected asset

Symptoms:

• A user finds an asset they didn't expect to access in Glean
• The result's access doesn't appear to match the user's current Marketo role

Cause	Fix
The user has the required capabilities: The user's active role and workspace assignments meet the asset's permission requirements.	Identify the asset's workspace and type, then compare the user's access with the asset permission mapping.
The roles workbook is stale: The uploaded workbook contains earlier role permissions.	Export and upload a current workbook, then run a full identity crawl.
The identity data is stale: A role, workspace, or user change hasn't reached Glean.	Run or wait for a full identity crawl, then test the same asset again.

Still not resolved? Contact Glean Support with the connector instance name, crawl ID, asset type, workspace, and affected user.