Facebook shares don’t work! Poor customer service and tech help!

Jaimet,

I appreciate you leaving your honest feedback and I’m sorry that you didn’t get a response as quickly as you would have liked.

Facebook recently made a major change to their API without any warning. So basically, one day the counts are fetching properly and the next day we were sent into panic mode to adjust our functions to their new system. It was pretty crazy how they made the change like that with no warning.

Anyways, we updated to their new API, but for some reason it fixed it for MOST sites but not all sites. We had about 20 – 25 reports of it still not working. You were one of those 20 – 25 sites.

I’m the lead developer, and the reason your ticket didn’t get elevated to me was simply because I was already tracking the issue and already had access to a small handful of those sites to check things out just like you mentioned in your review above. It would have only slowed me down in my attempts to solve the issue had I logged into all 25 sites that are experiencing the exact same issue. I only needed access to 2 or 3.

Thankfully, I found the solution late last night. Much later in fact than what I usually work. It was after hours. So today I pushed that update to a few of those sites and it seems to be working perfectly again. Woot! Woot!

So I just pushed out version 2.0.6 which should fully solve this issue. Please update at your convenience and let me know if this one got it fixed for you.

As far as support goes, I’m sorry that your responses weren’t received quickly enough. We don’t work on the weekends (nor will we expect our staff to do so) and we usually have a backlog of requests when we show up on Monday.

-Nicholas Cardot

• This reply was modified 8 years, 5 months ago by WarfarePlugins. Reason: Added my signature

Hi Nicholas,

Thanks for your reply, I appreciate this timely communication.

I’m actually very glad to know you’ve fixed the issue, and rolled out version 2.0.6. Facebook’s tendency to do its own thing without warning anyone else is a nightmare, I’ll agree with that!

I’ve asked my dev team to re-install the Warfare social plugin and will keep you updated here.

We are also experiencing a clash with ‘All in one SEO’ plugin because the ‘social settings’ tab for the SEO pluing sets the OG image, and Warfare also sets a value for OG image. This means that when I hit ‘fetch new scrape info’ on Facebook developer tool it throws a warning about 2 values being set and can’t find the OG value.

Is there a way to disable the automatic OG value set by Warfare? I’d like to prevent this clash.

Thanks,
Jaime

Hi Jaime,

I see that version 2.0.3 is installed on the site – the current version is 2.0.6.

Facebook changed its share API last month and we rolled out the most recent version to adjust for that. The older version of the plugin won’t show share counts accurately since it uses the old, deprecated API. Hopefully that makes sense.

Hi Andrea,

I thought my team had installed the latest version… I purchased and downloaded the latest zip file earlier today. I gave them my login details, so I thought they would have automatically installed that.

I’ll make sure they know!

Thanks very much for letting me know!

Best,
Jaime

Hi Jaime,

We’ve just updated the zip that can be downloaded from the account page – it was still out of date. That said, you can actually install directly by searching for “Social Warfare” in Plugins > Add New, as the files are the same. You’ll just need to enter your license email in the registration tab to unlock all the premium features.

Ok, great, forrwarding your message on now… thanks!