my forms disappeared

Hi boblodi.

Let’s move the conversation to the support forum so we might be able to help other people rather than on Twitter.

We can try and help but we aren’t seeing the same problem elsewhere so we need to try and isolate the specific issue.

Did you check the Marketo instance?

John

Perfect – thanks. I was going to email you but only found the twitter name, so thats where I started.

here’s what I know:

we installed the plugin in December 2014 and tested it a lot working with a marketo implementation agency here in the US. It was working perfectly since then.

on Feb 21, wordpress was updated to 4.1.1.

on march 3, i made some updates to the site – added some plugins and templates.
forms were coming in as recently as last monday – then todya, they were gone.

no changes have been made to the site this week as far as I know, and I am the only one with a login.

Marketo did check the instance and said all was well and nothing has changed.

the marketo account did renew today but they told us that would not impact anything.

what I have tried so far:

we rolled the site back to wordpress 4.1 – that didn’t fix anything.
i turned off any plugins recently added. that didn’t fix it.
i loaded a backup of the site from over the weekend – remember forms were working Monday, I loaded Saturdays backup. that didn’t change anything.
i turned off then on the marketo plugin. that didn’t do it.

I am willing to believe its an issue on the marketo end – but – even so, i’d still expect the forms to show up, right? or if the secret key or whatever changed – would that disable the plugin?

thanks very much for getting back to me – this is much easier than trying to stay in Twitter. ??

Thanks for the detail.

So the only thing that changed is that Marketo renewed today. It seems like it’s too much like a co-incidence but I appreciate that they are reporting that their end is all ok.

The forms rely on the account ID and base URL to load the forms and the API info like the secret key to pre-populate, but that is it. Even so I would double check all those details because if anything has changed and you are sending incorrect authentication details then this would almost certainly throw an exception.

If you can check and report back we’ll check again in the morning GMT.

John

Thanks John – i’ll double check the marketo credentials and make sure that IS in fact all the right info. I’d really rather not have to go the iframe route. I agree – that is a heck of a coincidence.

Have a great night-

bob

Hi boblodi,

I have just re-checked your site and the forms look like they are back.

Was there an issue with the Marketo details as we suspected?

John

Hi John –

sadly there is not an issue with Marketo.

There is instead some site-wide widget issue thats killed off everything – not just your great plugin and Marketo. We figured that out when we remembered that their support page form – which is missing – isn’t a Marketo form.

so – something is going on that broke a bunch of stuff. we’re still looking into it. I can update this thread if/when it gets resolved.

Thanks for letting me know bodlodi.

Good luck with the fix – hopefully your devs can find the root of the problem quickly and let me know if we can be of any help.

I’ll mark this as resolved.