Connection not working

Please see this video below FYI:

https://www.dropbox.com/s/08cuqivp5ibllcw/Schermopname%202022-05-30%20om%2002.11.44.mov?dl=0

Everything seems fine but when I click on either create now or start later, I get redirected to my homepage and the connection hasn’t succeeded.

• This reply was modified 2 years, 6 months ago by kelvindijk.

hi @kelvindijk – regarding this issue, can you please check to see if you are allowing third party cookies? Please let us know.

Yes I do. All cookies are accepted.

Hi @kelvindijk,

Following up on the issue above! Just to confirm, in your video that you provided, when you click on start later, you get redirected to which homepage? (I think the video may be cut off as we see the click, but not the resultant home page screen).

Are you able to access the TikTok plugin on your sidebar menu?

For an additional level of detail, can you please retrieve and attach the logs (in a .txt file) for the tiktok-for-woocommerce plugin?
– Select WooCommerce on your sidebar menu
– Select Status in the Woocommerce menu
– Select Logs tab within Status menu
– Find and view the “tiktok-for-woocommerce” logs and attach the logs in a txt file.

Hi there!

Kindly find the log file in the dropbox link below:

https://www.dropbox.com/s/uztvob04r8jix15/tiktok-errorlog.txt?dl=0

Hope to hear from you soon.

Hi there,

Thank you for sending the logs. The team informed me that they suspect that you may be experiencing an issue with access token generation but they are unable to fully confirm because the logs that you sent do not contain any elements regarding access token generation for the particular session..

Can you please screen record the full process (i.e. clicking “finish setup” AND clicking “start later”) and then pull the logs for that session / day. In your previous video, the recording is cut before you click on the “start later” button.

The team is working toward a solution but would like to fully confirm / diagnose the issue.

Thank you

Hi there,

Kindly check the video in the link below:

https://www.dropbox.com/s/3a3uwn2dh2lza9y/Schermopname%202022-06-28%20om%2002.56.08.mov?dl=0

For the logs check the link below:

https://www.dropbox.com/s/cp36shismrxs1fn/Log-tiktok.txt?dl=0

Hope to hear some good news.

Thanks.

Hi @kelvindijk ,

Thank you for sending the video.

Can you please confirm that you are using / have installed version 1.0.3 of the plugin?

Also, the logs that you provided in the most recent dropbox link appear to be incomplete. Can you please pull the full logs for tiktok_for_woocommerce so that the technical team can review?

These are the steps:

– Select WooCommerce on your sidebar menu
– Select Status in the Woocommerce menu
– Select Logs tab within Status menu
– Type in “tiktok_for_woocommerce” in the search bar menu and select view.
– Copy the entire log (drag and select all the way to the bottom of the screen to ensure you select and copy the full log
– Paste and attach the logs in a txt file.`

@kelvindijk – please let us know if this issue is still occurring and if so please escalate to our support teams for immediate assistance.

To file a support ticket with the TikTok for Business team follow the below instructions:
1. Go to (TikTok for Business Support- https://ads.tiktok.com/athena/requester/form/1674225710396421?identify_key=6a1e079024806640c5e1e695d13db80949525168a052299b4970f9c99cb5ac78&board_id=1705151646989423&category_1_id=1717270337208322)
2. Login with your TikTok for Business Account credentials (In order to submit a customer support ticket, you must have a TikTok for Business account)
3. Select “E-Commerce Platform Integration”
4.Under Question Category, select “TikTok and Business Plugin Channel Setting”
5.Fill out the required fields in the support ticket (please make indicate that you are using the WooCommerce Plugin, provide your website URL, and Catalog ID if available)