Failing to sync updated products to Facebook

Hey?@lousha,

Thanks for writing to us about our plugin! I’m sorry to hear that the plugin isn’t working as expected. I am happy to help out here. ??

As a first step, I’d like to double-check if your site is logging any errors when this issue occurs. Would you please head to?WooCommerce > Status > Logs?and check if you have any “fatal errors” log files??

Thanks,
Tamara ??
SkyVerge

No there no any fatal error

• This reply was modified 4 years, 9 months ago by lousha.

here is the log of the plugin “Facebook for woocommerce”
>>

05-21-2020 @ 11:45:03 – Starting upgrade to v1.11.3
05-21-2020 @ 11:45:03 – Upgrade to v1.11.3 complete

• This reply was modified 4 years, 9 months ago by lousha.

I can see this is a public error in the last version!

• This reply was modified 4 years, 9 months ago by lousha.

Hey @lousha,

I hope you had a lovely weekend! Thanks so much for your patience over the weekend and for checking the log files for me.

I would like to have a closer look at your site to see if I can determine what’s causing the issue here. Would you please reach out to our support team through our site sharing admin access to your site along with a link to this post so I can take a closer look?

Thanks,
Tamara

hello, can you please reply to my message that I have send from my email?
I am waiting for 4 days
please fix my plugin issue with the feed so I can sync my products
hope to hear from you soon
waiting for your reply

Hi @lousha!

Tamara is out this week, and I can’t find a link to this topic in our shared inbox anywhere, and unfortunately, can’t ask Tamara if she’s seen your email either! She’ll be back next week, so I can certainly check with her then.

I’ve had a look at the screenshots that you’ve posted above, however, and it looks like when Facebook tries to access your feed file for syncing, it receives an error. What we should do is make sure that this file is publicly accessible.

From this screen: https://snipboard.io/9FQMuz.jpg in Facebook Catalog Manager, if you click the Settings tab, it should show you the URL it is using to retrieve the file. If you right-click and copy the link address, you should be able to retrieve this by pasting it into a new tab on your browser.

If you’d like, you can also share this with me for me to try from this side too.

Could you let me know if you are able to download the file from your browser?

Cheers!

Simon.

https://l.facebook.com/l.php?u=https%3A%2F%2Fluaper.com%2F%3Fwc-api%3Dwc_facebook_get_feed_data%26secret%3Df56049f702cb102b149561df2a6acdb4%26fbclid%3DIwAR1lhHrz8cJH6gbfmbjDbcbDBLD6x0O_1Mft93eUIOghekhFfPlg7YzgV1s&h=AT2lOzzZ33KVIFFhSiC4WIWNyF2z80jJbc56-9II4pOKO47XH0heen0dhjziluSDKV6V6mDg7tB6FSJVZke24qZaMe00QakuW43Ow8U-IQDSoEvn29CKVBGUmJKvVht8nYYbNA

this from the plugin >>https://luaper.com/?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4

and the responseable for this topic isee is Julie not tamara

please check the link from your side also
waiting for your reply

Hi @lousha,

Thanks for passing over those links! When I try to access the file from my browser, I also get a timeout, and am not able to download the file.

It looks like there is some server configuration or security settings that are either preventing the file from being accessed or preventing the file from being sent on time.

Here’s what I see when I attempted the download: https://cloud.skyver.ge/rRulbr4g

Are you seeing the same error?

Cheers!

Simon.

yes it is a time out

I see that the feed take so time to load
or it is not generated probably
cause the plugin was working fine with the previous version of “Facebook for woo-commerce” plugin

Hi @lousha,

Thanks for confirming. In previous versions of the plugin the sync was done differently, where the file was sent to Facebook. Due to a security issue that we had to implement in v1.11.0 onward, Facebook now has to request the file from your site directly instead. This could be why it was working before and is no longer able to sync the products.

The file should be generated every 15 minutes, and available for when Facebook attempts to sync every hour. Would it be possible to reach out to your host to see why the file is not able to be downloaded properly and times out?

The alternative is to upload the file manually for the time being. Our developers are going through the final testing phase for the new major release which uses Facebook’s latest API that allows us to sync products in the way we were able to previously, as well as using their latest Batch Update feature too. This means that we won’t need Facebook to retrieve the feed file directly to be able to sync the products which would also be a solution to the issue here!

I’m afraid I don’t have an exact release date right now, as it will depend on how the testing goes.

Do you think you will be waiting for the next release to try this again, or will you be looking into ways to sync the current feed file?

Cheers!

Simon.

hello Simon, no I can not wait for the next version to be released
I am in a hurry, and I cannot be patient more than that. There are products that I have to sync to Facebook so that ads can be created as they should.
please help me with this issue so I can sync my products probably and without any issue
waiting for your reply

Hi @lousha,

Sure thing! That’s understandable. In which case I would suggest reaching out to your hosting provider to see if they can tell why it would not allow the downloading of the feed file.

We’ve seen this happen before with the SG Optimizer plugin which affected the query strings for the URL. They’ve since fixed this in the latest version, however, so if you are using SiteGround as your host, this would be one thing to check.

If you are not using SiteGround, please check that there are no security or firewall rules that would prevent accessing the feed file from the unique URL. As this is the only way to automatically sync products at this time.

If you are in a hurry and want to update the products immediately, then you can retrieve the file from the server yourself. It will be located at the wp-content/uploads/facebook-for-woocommerce directory. Once you’ve downloaded the products_catalog feed file, you can then upload this within the Facebook Data Feed screen as a once off manual upload. This might be one option while you confirm with your host why it is not possible to download the file.

Could you let me know how you get on with the manual upload, and if there is any further news from your host regarding the download?

Cheers,

Simon.

What is the IP address that is making the request to the feed?

• This reply was modified 4 years, 8 months ago by lousha.