Catalog Not Syncing

Hi there @soloroboto

That’s really odd that you have only one catalog, but every time you try to sync products, they’re never synced / pushed to your catalog.

In order for us to be able to troubleshoot further, could you please do the following steps:

1) Please navigate to Marketing > Facebook, and then enable logging, (check it), just above the save button.
2) Please click Manage Connection on the same section above, and when you’re redirected to a Facebook page, please take the screenshot of the page.

I recommend https://snipboard.io for sharing screenshots – please follow the instructions on the page, then paste the URL in your reply.

3) Could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste on Gist.Github.com and then share the link with here.

Anyway, have you enabled logging before? If so, please head to WooCommerce > Status > Logs and select the Facebook for WooCommerce logs, and copy, paste on Gist.github.com, then share the link with us.

But if you haven’t enabled the logging option before, just ignore this, and please complete the above mentioned 3 steps.

Look forward to your reply.

Thank you for the speedy response!

Screenshot of the “Manage Connection” landing page:
https://snipboard.io/EmcCW2.jpg

Gist of Woocommerce status:
https://gist.github.com/soloroboto/76a75598cf81a7b2f000af3ecf78112b

I turned on debugging at… some point in the process thinking it’d be useful, but not sure when. So they may or may not be useful.

June 9 11:59pm:
https://gist.github.com/soloroboto/b7d4d3e51f3723f5660c4bd65fd2e467

June 10 8:50pm:
https://gist.github.com/soloroboto/d77b57526ecb77bf1c1802ff6e6cac03

Let me know if I’ve missed any information you need!

Here’s a couple more screenshots of the FB side

What I see when clicking “Catalog > items” under the “commerce” section on FB
https://snipboard.io/uEYOHQ.jpg

What that “feed” page looks like:
https://snipboard.io/WiSDen.jpg
https://snipboard.io/Xm7c0d.jpg

“Catalog > Data Sources”
https://snipboard.io/Fo4q8e.jpg

Hi there @soloroboto

Thanks for sharing all the information, these are really helpful!

You confirmed there is only one Catalog connected, and it seems all assets connected well.

I think the reason of the products aren’t synced to your Facebook catalog even after you reset the connection and tried again is the following log that I found on:

body: {“error”:{“message”:”Error validating access token: Sessions for the user are not allowed because the user is not a confirmed user.”,”type”:”OAuthException”,”code”:190,”error_subcode”:464,”fbtrace_id”:”AHDqW0uhWw72Fze_NJduadG”}}`

There is a similar case on this thread.

Could you please double check if you have a confirmed email address or added phone number and confirmed on your Facebook personal account?

Also please ensure Two Factor Authentication on your Facebook personal account.

Once you’ve done that, please navigate to Marketing > Facebook, click disconnect, and then try to reconnect by clicking Get Started again to reconnect with new tokens after you have an updated Facebook personal account.

I hope that helps!

I am nearly certain I’ve done all that, but I will reconfirm.

As I mentioned, I had approved and functional stores on both FB and IG until I removed all the items 2 days ago in an effort to get them synching accurately. So it WAS working 48 hours ago, it was just buggy.

As I said I’ve also disconnected and reconnected twice, but maybe after a little time to chill out it’ll work this time?

I’ll try it shortly and report back.

How long should it take before I see items populate on FB?

Double checked and yes, I have 2-factor, a verified account with phone number, and have my stores all approved.

I removed WooCommerce’s access from my commerce account, then went through and manually added “full” access to each section (ads, catalog, stores, etc) under Business Settings.

Then re-connected the WP app from the WP side. All says it’s good, but it’s said that every time over the past 2 days.

I did get this (had it the last few times as well), unclear to me if this matters:
https://snipboard.io/cnLZSs.jpg

Hitting “sync products” I get the expected progress wheel:
https://snipboard.io/Py4OMg.jpg

Which disappears after about 30 seconds.

Waiting a couple of minutes and nothing’s showed up on FB, same as it’s been.

I’m worried I may need to do a full, clean install.
Is there a guide for that somewhere? To completely remove ALL settings from the WP Plugin and scrub all traces of it from FB so I can start fresh?
It seems as if something is just getting crosswired and not connecting properly, and I’m at the point that troubleshooting feels like it’s taking more time than starting from a clean slate would – UNLESS you’ve got any more easy ideas?

I’d very much like to get this resolved in the next day or two.
Thanks again for the continued help.

Hi @soloroboto

I’m worried I may need to do a full, clean install.
Is there a guide for that somewhere? To completely remove ALL settings from the WP Plugin and scrub all traces of it from FB so I can start fresh?
It seems as if something is just getting crosswired and not connecting properly, and I’m at the point that troubleshooting feels like it’s taking more time than starting from a clean slate would

Indeed, resetting Facebook for WooCommerce and re-connecting to Facebook will likely be quicker than trying to fix a broken connection.

You may want to delete all products and then uninstall the plugin, remove the app and system users.

Let us know if that helps!

Hi there,

We haven’t heard from you in a while so I’ll be marking this thread as resolved.

Feel free to open a new thread and link to this one if you have further questions though.

Have a wonderful day ahead!

Running a business doesn’t always leave me with a lot of time to get back to issues like this immediately…

Anyway, no – still totally unresolved.
At this point I’ve uninstalled the plugin, done several passes of database optimization using reputable plugins, and manually removed most of the left over database entries from the Facebook for Woocommerce plugin (which doesn’t seem to clean up after itself AT ALL, jeez), removed the app from the facebook side, deleted the old catalog, made a new one, removed the old data feed, revoked token access to the WooCoommerce system user, removed ALL access from that user, removed all access from the Automatic “partner”, and removed every single bit of access or data FB would allow from all WooCommerce and WordPress related accounts and apps. Then cleared my system cache and cookies for good measure.

Re-installing the plugin and reauthorizing through FB went fine (as always).
But NOTHING is synching. I have no items. None.

I’d screenshot it but it’s identical to before. Still “processing data feed…”

I’m COMPLETELY out of ideas, and after 8 hours today doing all this, nearly out of patience.

Would love some help or guidance because this has totally screwed my facebook and IG stores.

Hi @soloroboto

Thanks for your very detailed update.

As it appears to be a bit complicated and we need a thorough troubleshooting.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.