Marketo: What to do when assets are not displayed in the XTM Cloud translation plugin


Sometimes you might encounter an issue because not all of your assets are properly displayed in the Marketo extension, although these assets do exist in your folder. The screenshot below shows a situation in which the Email 2 asset is allegedly missing from the plugin.

However, we can see it on the platform:

It is highly likely that that the issue arose from one of two events that had previously taken place:

  • The asset is not visible in the plugin because it is a translated version of a different asset, so not eligible for translation in XTM Cloud at all. In this particular case, you might have renamed one of those translated versions to Email 2. Then, after some time has passed, you might have forgotten. When you eventually try to send Email 2 for translation in XTM Cloud, it will not be displayed in the plugin.

  • The asset is not visible in the plugin because it has the ID of an email that was saved as a translation in a different Marketo instance. This behavior is caused by the fact that the connector was not originally meant to run on more than one Marketo instance at the same time, so the IDs from assets coming from different instances can be the same, which naturally causes the conflict at database level.

No matter what the root cause is, the reason for the problem described here is that the ID for that asset already exists in the Marketo database.


There are two ways to troubleshoot this issue:

  1. The first one is to find out the ID of the problematic asset in the Marketo database and remove or change it. For this purpose, send a suitable ticket to the XTM International Support team with request to have it fixed at database level. Include a unique Marketo entity ID for that asset, which is visible in the URL address bar when that particular item is active:

  1. There is also the option of cloning the asset you want to translate, directly in the Marketo instance. Since there cannot be two identical IDs on a single platform, a newly-created clone will have a unique ID.