Adobe IMS User Migration Troubleshooting Guide
Last update: March 25, 2025
- Topics:
- Marketo with Adobe Identity
During the IMS user migration process, an Adobe user is created for each Marketo Engage user being migrated (unless it already exists with the same email address). Sometimes, it doesn’t get created, which can be attributed to the user’s record in the Active Directory or issues with the email address.
This article, for users who perform self migrations, lists each error message you may see in the status field of the self-migration console.
NOTEThe directory/domain-related errors can be triggered by another org/Admin Console where a directory trust is set up, or the domain has been claimed.
Error Messages
First, determine if the user needs to be migrated or not, as that will affect which resolution steps to follow.
Use the “On This Page” section on the right to jump straight to a specific error.
Gmail Invalid Character
Root cause: Per the Adobe security policy, the characters . and + are not allowed in a Gmail email address. Both characters are allowed in non-Gmail email addresses.
Resolutions:
If the user needs to be migrated - The email address must be updated in Marketo Engage to comply with the Adobe security policy and reverified. Marketo admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
User Not in Directory
Root cause: The user does not exist in Active Directory (AD). For any orgs with SSO that have the AD sync enabled, user creation is allowed only through Identity Provider (IdP). As such, the user couldn’t be added through Admin Console during user migration.
Resolutions:
If the user needs to be migrated - The user must be added to the Active Directory with proper permissions by a system administrator. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
Inactive User
Root cause: AD Sync is enabled, and the user’s federated account exists but in inactive/disabled status.
Resolutions:
If the user needs to be migrated - The user’s status and proper permissions must be restored by a system administrator. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
Invalid Domain
Root cause: Domain enforcement is enabled in the Admin Console. However, the domain of the email address for the user is not one of the allowed domains, or the domain has been claimed in another org/Admin Console.
Resolutions:
If the user needs to be migrated (and the domain enforcement is enabled in the migrating org) - The email address must be updated in Marketo Engage to comply with the Domain Enforcement (DE) policy. Alternatively, the System Admin can either move the domain to another Domain Enforcement (DE) disabled directory, or create a new directory that isn’t under DE policy. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user needs to be migrated (and the domain enforcement is enabled in another org) - a system administrator of the org where the domain has been claimed needs to add the user’s email address to the exception list. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
User Creation Failed
Type2E Failure
Marketo Entitlement Failed
Pendo Migration Failed
User Data Migration Failed
Product Data Sync Failed
Adobe Entitlement Failed
User Sign Out Failed
Adobe ID Creation Failed
Failed
Root cause: These errors can be caused by various reasons in the backend.
Resolutions:
Submit a support case with relevant details for Marketo Support.
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- Connect Your Sales Connect Account to Salesforce
- Disconnect Salesforce From Your Sales Connect Account
- How to Fix “We Were Unable to Authenticate Your Request” When Connecting to Salesforce
- Reply Logging
- Salesforce Diagnostics
- Salesforce Sync Settings
- Tracking Activity Not Showing
- Salesforce Customization
- Email Plugins
- Gmail
- Add Email to Salesforce
- Attaching a Piece of Content
- Calendar Functionality
- Email Connection for Gmail Users
- Gmail Not Pulling In Sales Connect Signature
- How to Add a Template
- Install the Sales Connect Email Plugin for Gmail
- How to Send an Email From Gmail
- How to Uninstall Sales Connect from Gmail
- Preventing Secondary Gmail Address from Integrating with Sales Connect
- Sales Connect Plugin Not Showing up in Gmail
- Schedule an Email for a Later Date
- The Sales Connect Tool Bar
- Unexpected Error in Gmail
- MSC for Outlook
- Gmail
- FAQ
- Can I Recover a Contact or Group I Deleted?
- Content and File Attachment FAQ
- Does Sales Connect Have an iPhone or Android App?
- How Can I Allowlist Sales Connect on My Server?
- I Got Locked out of My Account. What Do I Do?
- Is Sales Connect Compatible with Salesforce Lightning?
- What Are the Sales Connect Terms of Service?
- What is the Sales Connect and Highspot Integration?
- Which Browsers and Email Clients Are Supported with Sales Connect?
- Why Aren’t Any of My Contacts Getting Pushed to Sales Connect?
- Why Can’t I Delete a Contact?
- Why Didn’t All of My Contacts Get Pushed to Sales Connect?
- Integrations
- Marketo
- People
- Phone
- Calls Aren’t Logging to Salesforce
- Call Outcomes
- Call Reasons
- Didn’t Log to Activity History
- Didn’t Log to Salesforce
- Enable Call Recording
- Log Call Reasons and Call Outcomes to Salesforce
- Sales Phone International Calling
- Sales Phone Local Presence
- Sales Phone Overview
- Share Call Recordings with Your Team
- Two-Party Consent Settings
- Tasks
- Templates
- Add Auto-Unsubscribes to a Template
- Add Hyperlinked Text
- Archive Templates
- Create a New Category
- Create a New Template
- Customize Template View
- Delete a Template Category
- Delete a Template
- Edit a Template Category
- Favorite a Template
- Merge and De-Duplicate Categories
- Recommended Templates
- Shared Templates
- Template Engagement
- Using HTML
- View Template List as Another User
- Dynamic Fields
- Marketo Sales Insight
- Actions
- Sales Insight Actions Feature Overview
- Getting Started
- Admin
- Analytics
- Campaigns
- CRM
- Email Integrations
- FAQ
- Can I Recover a Contact or Group I Deleted?
- Can I Track Multiple Recipients with CC/BCC?
- Content and File Attachment FAQ
- Do Views, Clicks, and Replies from the Recipients Listed in the CC and BCC Section of the Email Get Tracked?
- Does Sales Insight Actions Have an iPhone or Android App?
- How Can I Allowlist Sales Insight Actions on My Server?
- How Do I Fix “We Were Unable to Authenticate Your Request” When Connecting to Salesforce?
- How Do I Prevent Self Views?
- How Does Location Tracking Work?
- I Got Locked out of My Account. What Do I Do?
- Which Browsers Does Sales Insight Actions Support?
- What Are the Sales Insight Actions Terms of Service?
- Why Aren’t Any of My Contacts Getting Pushed to Sales Insight Actions?
- Why Aren’t My Dynamic Fields Filling Out?
- Why Aren’t My Sales Activities and Activity Fields Syncing to Salesforce?
- Why Can’t I Delete a Contact?
- Why Didn’t All of My Contacts Get Pushed to Sales Insight Actions?
- Why Do My Emails Get Marked as Spam?
- Why Has My Campaign Ended?
- Why Is Tracking Activity Not Showing in Salesforce Activity?
- Integrations
- Marketo
- People
- Phone
- Send a Sales Email
- Tasks
- Templates
- Using MSI
- MSI Chrome Plugin
- MSI for Microsoft Dynamics
- Features
- Installing
- Download the Marketo Sales Insight Solution for Microsoft Dynamics
- Install and Configure Marketo Sales Insight in Microsoft Dynamics 2011
- Install and Configure Marketo Sales Insight in Microsoft Dynamics 2013
- Install and Configure Marketo Sales Insight in Microsoft Dynamics 2015
- Install and Configure Marketo Sales Insight in Microsoft Dynamics 365
- Install and Configure Marketo Sales Insight in Microsoft Dynamics Online
- Setting up and Using
- Uninstalling
- Updating
- MSI for Salesforce
- Installation
- Configuration
- Configure Marketo Sales Insight in Salesforce Enterprise/Unlimited
- Configure Marketo Sales Insight in Salesforce Professional Edition
- Configuration for Existing Customers
- Marketo Sales Insight Configuration Tab in Salesforce
- Add Marketo Tab to Salesforce
- Sales Insight Page for Marketo Admins
- Add Sales Insight Permission Set
- Remove Sales Insight Access
- Add Sales Insight Access to Profiles
- Add Bulk Action Buttons to Salesforce Classic
- Bulk Actions in Salesforce Lightning
- Features
- MSI for Mobile
- Upgrading
- MSI Outlook Plugin
- Authorize the Marketo Outlook Plugin
- Install the Marketo Add-in for Outlook with an Enterprise Key
- Install the Marketo Email Add-in for Outlook with a Registration Code
- Issue a Marketo Email Add-in License
- Marketo Outlook Plugin Installation by IT
- Marketo Outlook Plugin Uninstall by IT
- Send and Track an Email with the Email Add-In for Outlook
- Send and Track from Outlook Using a Marketo Template
- Specify Marketo Sales Insight Plugin Admins
- Upgrade your Marketo Email Add-In for Outlook
- Sales Insight for Non-Native MS Dynamics Integrations
- Sales Insight for Non-Native Salesforce Integrations
- Actions
- Mobile Marketing
- Admin
- In-App Messages
- Push Notifications
- Adding a New Test Device
- Configure Mobile Push Notification
- Create a Push Notification
- Delete Mobile Push Notification
- Edit Mobile Push Notification
- Preview a Push Notification
- Send a Mobile Push Notification
- Send a Push Notification Sample
- Understanding Push Notifications
- View the Push Notification Dashboard
- Vibes SMS Messages
- Personalization
- Predictive Content
- Reporting
- Reporting Overview
- Basic Reporting
- Creating Reports
- Editing Reports
- Report Activity
- Build a People Performance Report with Mobile Platform Columns
- Change the Expiration Time for URLS in Report Emails
- Clone a Report to Group Reports
- Clone a Report
- Delete a Report
- Display People or Anonymous Visitors in Web Reports
- Drill Down in a People Performance Report
- Export a Report to Excel
- Filter a Campaign Activity Report
- Filter Assets in a Campaign Email Reports
- Filter Assets in an Email Report
- Filter Deleted/Merged records in an Email Performance Report
- Group Person Reports by Attribute
- Report Email, Campaign Performance Across Workspaces
- Share a Model Across Workspaces
- Tracking Anonymous Activity and People
- Report Subscriptions
- Report Types
- Email Insights
- Performance Insights
- Revenue Cycle Analytics
- Email Analysis
- Opportunity Influence Analyzer
- Program Analytics
- Advanced Program Reporting Overview
- Build a Program Membership Analysis Report that Lists Leads
- Clone a Program Analyzer
- Compare Channel Effectiveness with the Program Analyzer
- Compare Program Effectiveness with the Program Analyzer
- Create a Program Analyzer
- Explore Program & Channel Details with the Program Analyzer
- Make a Program Without a Period Cost Available in Revenue Explorer and Analyzers
- Override Analytics Behavior at the Program Level
- Understanding the Program Cost Analysis Area
- Understanding the Program Membership Analysis Area
- Understanding the Program Opportunity Analysis Area
- Understanding the Program Revenue Stage Analysis Area
- Revenue Cycle Models
- Approve/Unapprove a Revenue Model
- Editing Your Approved Model
- Approving Stages and Assigning Leads to a Revenue Model
- Changing the Name of a Stage
- Cloning a Marketo Example Revenue Model
- Create a New Revenue Model
- Create a Success Path Analyzer
- Enable Custom Field Groups for Model Performance Analysis (Leads)
- Find all Leads in a Revenue Cycle Model
- Merging Two Stages in the Revenue Modeler
- Report on Your Revenue Model
- Set Google AdWords Conversions in the Revenue Model with a Manager Account
- Set Google AdWords Conversions in the Revenue Model
- Start Tracking by Account in the Revenue Modeler
- Understanding Revenue Model Phases
- Understanding Revenue Model Success Path
- Understanding Revenue Models
- Using Revenue Model Gate Stages
- Using Revenue Model Inventory Stages
- Using Revenue Model SLA Stages
- Using Revenue Model Transitions
- Using the Success Path Analyzer
- Revenue Explorer
- Adding Custom Measures to a Revenue Explorer Report
- Adding Fields to a Revenue Explorer Report
- Create a Revenue Explorer Report
- Customize and Display Heat Grids
- Deleting a Field in a Revenue Explorer Report
- Exporting a Revenue Explorer Report
- Graphing Results From Revenue Explorer
- Revenue Explorer Report Types
- Saving a Revenue Explorer Report
- Subscribe to a Revenue Explorer Report
- Sync Custom Fields to the Revenue Explorer
- Understanding Opportunity Analysis in Revenue Explorer
- Using Dashboards in Revenue Explorer
- Revenue Tools
- Target Account Management
- Web Personalization
- Account-Based Web Marketing
- Getting Started
- RTP Tag Implementation
- Deploy the RTP JavaScript
- Enabling or Disabling the RTP JavaScript Tag
- Implementing RTP on Marketo Landing Pages
- Implementing RTP on Wordpress Enterprise
- Implementing RTP on Wordpress
- Implementing RTP using Adobe Tag Manager
- Implementing RTP using Google Tag Manager
- Implementing RTP using Tealium Tag Manager
- Reporting for Web Personalization
- Understanding Web Personalization
- Using Templates
- Using Web Segments
- Website Retargeting
- Working with Web Campaigns
- AB Test Your Web Campaign
- Adding a Target URL to a Web Campaign
- Archive a Web Campaign
- Clone a Web Campaign
- Create a New Dialog Web Campaign
- Create a New In Zone Web Campaign
- Create a New Widget Web Campaign
- Define a Smart List for Web Personalization Activities
- Delete a Web Campaign
- Edit an Existing Web Campaign
- Embed a Form into a Web Campaign
- Export Web Campaign Data
- Filter Web Campaigns
- Label Your Web Campaigns
- Launch/Pause a Web Campaign
- Preview and Test a Web Campaign
- Prioritizing Web Campaigns
- Schedule a Web Campaign
- Set How Your Web Campaign Displays
- Sort Web Campaigns by Latest or Top Performing
- Using the Web Personalization Rich Text Editor
- View Web Campaigns from a Specific Label
- Additional Apps
- Release Notes