• Resolved rez009

    (@rez009)


    Just updated to the latest 2.0.0. All plugins/themes/core files are up to date otherwise. I’m getting an error over at FB when trying to connect — makes it all the way through the set up to (what I’m assuming is) the very end then throws the error, “Oops, something went wrong.
    This may be because of a technical error that we’re working to get fixed. Try reloading this page.”

    Have tried multiple times with all options enabled. Have tried a few times with various options disabled, but neither way makes any difference, they all still throw the error. Any ideas?

Viewing 9 replies - 1 through 9 (of 9 total)
  • Hey?@rez009,

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

    I’d like to get a better idea of where this error appears. Would you mind taking a screenshot of the error message? You can share the screenshot using Snipboard or similar services.

    Thanks,
    Tamara

    Thread Starter rez009

    (@rez009)

    Hey Tamara,

    Thanks for the reply. Here’s a screenshot of where the error appears to happen. It’s this same place every time.

    https://snipboard.io/dImWnw.jpg

    Hey @rez009 and @squireblackden,

    Thanks, both for your patience here! Our team is reaching out to the Facebook support team to look into this strange error. We will reach out once we hear back from them and have next troubleshooting steps.

    In the meantime, would you please try fully signing out of Facebook and signing back in before trying to connect under the new version? If the error persists, would you please try from a different browser or incognito mode as well?

    Thanks,
    Tamara

    Thread Starter rez009

    (@rez009)

    Mine has always had the correct details for the Business Manager, catalogs, fb page, and pixel, but for my ad account I also have ‘New’ next to it (although it HAS selected the correct one there).

    If I try to just click ‘Next’ with the Ad Account still showing ‘New’, I get an error that says I’m at my Ad Account limit and will need to make a payment or sth weird like that. However, if I then click into the Ad Account, and manually select the correct account (either before or after seeing the error), save, and then hit Next on the settings screen, it works fine — at least to get me through the next couple of screens before then throwing the Oops screen.

    I’ll see about logging out of FB completely and then back in before trying again.

    • This reply was modified 4 years, 3 months ago by rez009.
    Thread Starter rez009

    (@rez009)

    Quick further update — still doesn’t work if I log out of FB completely and back in. Also doesn’t work from an incognito window. Not gonna bother using a different browser.

    Hey @rez009 ,

    Thank you very much for your response and for sharing more information with us! This is super helpful to better understand what may be causing this issue.

    @rez009 : Thank you for sharing more information with me. It’s very helpful to better understand the full process on your end. Our team is still investigating and we’ll try to provide you with an update soon of our findings.

    In the meantime, I’ll relay the information you both shared with me to my team. Also, we’d really appreciate if you can use our contact form to reach out to us about our plugin in case we need more information.

    You can click here if you’d like to proceed.

    Thanks,
    Pit

    Simon

    (@simonskyverge)

    Hey all!

    We received word from Facebook that they deployed a fix for this issue on Friday, though as of yet, it’s not clear if this was a staggered rollout or a complete release.

    Our team is already tracking this issue and working with Facebook to resolve it as soon as possible. In the meantime, we’d really appreciate it if you can use our contact form to reach out to us about our plugin in case we need more information.

    You can click here if you’d like to proceed.

    Cheers,

    Simon.

    Thread Starter rez009

    (@rez009)

    @simonskyverge I know people are angry at the errors thrown by the plugin, but seriously, using this plugin for the most part (barring weirdness like this error) makes setting this up much easier, and I personally really appreciate that you guys keep following along with the support forum.

    Additionally, good news on my end — the connection finally worked!! My site is now once again connected to FB with the correct page, pixel, catalog, Business Manager account, and Ad Manager acct.

    As a slightly less awesome bit of news — I didn’t do anything extra special to make it work on my end: the one thing different that I did do was at each point where something had been auto-selected, I un-selected and re-selected before hitting Next. I did this until the screen where it says ‘Turning off these services may make the plugin not work’ or whatever it says — at that screen I just crossed my fingers and hit Next, since I didn’t want to de- and re-select all those anyway.

    ^^ I doubt pretty seriously that any of these shenanigans did anything — my guess is that it was the fix FB rolled out behind the scenes. However, thanks for anything y’all did to make this work, much appreciated.

    • This reply was modified 4 years, 3 months ago by rez009.
    Simon

    (@simonskyverge)

    Hey @rez009,

    Thanks for the kind words, I’m so glad you enjoyed the new setup process! We think the closer connection to Business Manager will make things a lot easier in the long run, so we were super glad to be able to get this out. As well as bring back our sync features we had added previously too!

    I only wish we could have found these connection errors before release. We did testing on our own test accounts without issue, and Facebook performed some user testing as well, and nothing cropped up, which is really maddening. There seems to be some nuance with the way individual accounts are set up that causes an error with the final connection logic. We don’t have direct access to the error logs on Facebook side and don’t have access to the merchant account configuration either (Without asking for many many screenshots), and so it’s been quite problematic to help investigate.

    We’ve been working with Facebook ever since the new release though and gathering as much info as we can. They mentioned they rolled out the fix on Friday but as you say, it could have been a gradual rollout that only just reached you, or could be a further fix we weren’t informed about. They are still investigating the latest batch of issues that we’ve had reported, so hopefully, we’ll have some concrete info soon.

    I also tried the process you mentioned too, in case there were some mixup during that part of the setup, without luck. Though it’s great you’ve shared this here in case other merchants have similar luck.

    Thanks again for keeping me in the loop, and I’m glad that at least one more merchant has been able to connect okay now too ?? On to the rest!

    Is there anything else I can help out with today?

    Cheers,

    Simon.

Viewing 9 replies - 1 through 9 (of 9 total)
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