Error in Integrations.php on line 62

Hi @trejka,

Thanks for reaching out to us and for sharing the error log! Sorry to hear you’re having trouble with the Facebook for WooCommerce plugin.

Hmm, the basedir restriction in effect error seems to indicate there’s an issue with the PHP configuration that’s required for the plugin to work correctly. The error means that the system is trying to access files and folders that they aren’t meant to access based on the server’s current settings.

However, it looks like these files need to be accessed for the plugin to work correctly. I recommend reaching out to your host about this issue, as they should be able to explain how to fix it or you might be able to follow these instructions on how to fix it yourself.

Please let us know how that goes or if you need further help!

• This reply was modified 3 years, 3 months ago by Niall a11n.

This is a known issue and really simple to fix in the plugin code, but this isn’t something that every user should do, so please fix it in the next update!
https://github.com/woocommerce/facebook-for-woocommerce/issues/1642#issuecomment-733529880

Hi @josklever Thank for flagging this. Our development team is aware of this and looking into the issue.

After 2 months of looking, it would be better if they would apply the fix. It’s a very simple fix, that’s ready to implement. What are they waiting for?

Hey @josklever,

Sorry about that, I missed the bug when researching about the issue you’re having.

> After 2 months of looking, it would be better if they would apply the fix. It’s a very simple fix, that’s ready to implement. What are they waiting for?

It looks like there are two possible fixes:

– https://github.com/woocommerce/facebook-for-woocommerce/pull/2043
– https://github.com/woocommerce/facebook-for-woocommerce/pull/2046

The developers prioritize tasks based on a set of criteria, which is likely why the haven’t yet released this one yet. I recommend subscribing to the existing bug report to be notified once any pull requests have been merged, as we can’t give an exact timeframe for when the fix will be released.

Please let us know if you have further questions!

There are already 3 possible solutions, that probably all work (I’m not a programmer, but it looks they all give the same result. I can confirm that both pull request 2046 and the fix in the bug report are working, so pick one, release a hotfix and let’s close all the tickets we need to create every new update.

I already know where I can find the fix, so does the dev team. I’m only asking why the fix hasn’t been released yet. Can you increase the priority or ask someone who can?

Hi there,

I already know where I can find the fix, so does the dev team. I’m only asking why the fix hasn’t been released yet. Can you increase the priority or ask someone who can?

I understand that this is tedious, but I am afraid the support team does not get to pick priorities for the development team.

However https://github.com/woocommerce/facebook-for-woocommerce is a public repository. You can offer to contribute and help.

Kind regards,

Many people have already mentioned the fix and the fact that they are experiencing this issue. So how would it help if I added a +1 to that? Apparently there is no communication between support and dev team, so that’s something else to improve.

I’m going to mark this thread as solved since no additional info is needed. Please see the GitHub bugs and pull requests linked above for the most current info on the state of this issue.

Why are you marking this as RESOLVED when it hasn’t been?

RESOLVED means the problem is fixed. You haven’t fixed this yet.

It’s been months.

-TS

@techsurgeons

The issue is being actively tracked on
https://github.com/woocommerce/facebook-for-woocommerce/issues/1642

If you have a similar issue, please open a separate post on this forum, with the System Status Report of your website.

We close the thread if we do not hear from the original post creator for a while.

@josklever – Thanks for contributing your suggestion with a solution, and I understand it can be frustrating to wait for a prolonged period for a fix.

There are indeed PR-s with suggested solutions, however it has to be tested thoroughly by the developers to make sure it does not lead to any other bugs /regressions. This process requires time and will be done based on priority of tasks they have at their end.

I would request your patience and wait for the updates on the GitHub issue.

This is a basic fix I even understand as a non-programmer. The absolute path that’s used currently does not exist, causing an error. Multiple people have applied the fix to make the path relative or correctly prefixed. I’m sure every novice PHP developer can test and confirm this in a few minutes. If other issues would have risen, we would have noticed in the last two months and it Would have been mentioned in the ticket.

Repeating this whole discussion costs much more time than implementing this fix.

Asking people to create a new topic if they have the same issue is a policy on this forum, but then there would be many more topics about this and all get the same answer and be marked as resolved, while it clearly gets no priority. That would also cause other issues to get out of sight.

We close the thread if we do not hear from the original post creator for a while.

The post was marked as solved only 5 hours after creation. That’s not “a while”!

I would request your patience and wait for the updates on the GitHub issue.

The issue is known for more than 10 months, and the fix for more than 9. Multiple people have confirmed it solves the errors. Nobody mentioned new issues caused by the fix. No developer (as far as I can see) has even commented on the issue asking for more information or things to test. So “patience” is not what’s needed here.

Again I ask you as support team: do you even communicate with the dev team?

Hi @josklever ,

Firstly, I understand how frustrating website issues could be – more so, when the issue is already reported as a bug for months.

The post was marked as solved only 5 hours after creation. That’s not “a while”!

The post was marked as solved because the issue mentioned is already reported to the dev team here. The development teams have their own system to track bugs and resolve them though, and as I see, the bug has been marked as low priority by the dev team for now. I see you have left a comment on the Github issue asking for a status update.

I’ve reached out to our dev team for an update as well, please keep an eye on the Github issue for an update from dev team.

Again I ask you as support team: do you even communicate with the dev team?

We do, however, as I mentioned above, dev teams have their own processes to track and resolve bugs.

I understand completely that the dev team doesn’t offer support, but when a dev team doesn’t pick up a ticket (even with low priority, while people are repeatedly asking for support, support should increase the priority of the issue. You are the 6th support person who comments on this topic and only the first that’s saying that there has been contact with the dev team. So thanks for that!
All the other responses didn’t help anything and only caused more frustration.

Now the dev team has been alerted, I’ll wait for an update (hopefully soon), so we’ll know if they need more information or when it will be implemented.

Hi again!

You are the 6th support person who comments on this topic and only the first that’s saying that there has been contact with the dev team. So thanks for that!

My bad. Sometimes we forget to emphasize the innate things of our processes. There is always much communication for bugs between support and development. What I was trying to say is that we as support cannot dictate how development approaches their stack of task.

Now the dev team has been alerted, I’ll wait for an update (hopefully soon), so we’ll know if they need more information or when it will be implemented.

Cheers and also ??. ??

Kind regards,