Failing to sync updated products to Facebook

However, based on the server logs, I see some 500 errors related with that plugin:
luaper.com 2a03:2880:10ff:11::face:b00c [26/Jun/2020:07:42:27 +0000] GET “/?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4” HTTP/1.0 500 “-” “facebookexternalhit/1.1 (+https://www.facebook.com/externalhit_uatext.php)” “noorshein” 108.162.216.175 1 1 “/” “index” php “wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4” 0 – 0 0 142.472 142.473

If 108.162.216.175 is the IP address then that is also triggering some bad requests as well:
luaper.com 2a03:2880:10ff:11::face:b00c [26/Jun/2020:07:41:46 +0000] GET “/?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4” HTTP/1.0 400 “-” “facebookexternalhit/1.1 (+https://www.facebook.com/externalhit_uatext.php)” “noorshein” 108.162.216.175 1 1 “/” “index” php “wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4” 0 – 2 353 0.451 0.452

• This reply was modified 4 years, 5 months ago by lousha.
• This reply was modified 4 years, 5 months ago by lousha.

• This reply was modified 4 years, 5 months ago by lousha.

• This reply was modified 4 years, 5 months ago by lousha.

But, I do not see any 403 errors related with that

• This reply was modified 4 years, 5 months ago by lousha.

Hey @lousha,

I’m afraid I do not know the IP address, as the request comes from Facebook directly. You may reach out to their support team directly in case they can provide you with this, though from your logs, I would suspect that there are only a small number of IP addresses who have tried to access that file. As the URL is unique, it will have been tried by myself, your own IP address, and Facebook’s servers.

Facebook will have tried to retrieve this file once per hour, so hopefully, you can see some commonality in your access logs very hour that should allow you to find Facebook’s IP.

It looks as though there has been an internal server error when accessing the file though. Do you see any specific error in your PHP logs that might suggest why this has occurred?

Cheers,

Simon.

those are the exact logs that I provided earlier. They should be able to troubleshoot those for me.

Hey @lousha,

Those look like server access logs, so I’m afraid they don’t give any indication as to what caused an internal server error. For that, we would need to investigate the PHP server logs, or if you have enabled WordPress debug logging, then we might find something within the debug.log too!

If you’d like to enable WordPress debug logging, you would need to edit the wp-config.php file. Near the bottom of this file you’ll find a line that looks like the following:

define( 'WP_DEBUG', true );

What we’d need to see here is the following three lines:

define('WP_DEBUG',         true);
define('WP_DEBUG_LOG',     true);
define('WP_DEBUG_DISPLAY', false);

If you already have those three lines in your wp-config.php file, would you please ensure that WP_DEBUG and WP_DEBUG_LOG are set to true and WP_DEBUG_DISPLAY is set to false ?

Alternatively, you can try installing a plugin such as WP Simple Debug. I’d like to note that plugins aren’t able to enable debug mode in all server environments so editing the wp-config.php file is the preferred method.

Once debug mode is turned on WordPress will start logging all PHP errors to a file called wp-content/debug.log. Please watch for another instance of the issue, or attempt to download the file from your browser to trigger another error.

For PHP error logs on the server, the host may be able to provide more help here to locate those logs.

Could you let me know if either of these gives us something more to investigate?

Cheers!

Simon.

the debugging mode with enabled before
here are the logs >>

2020/06/25 04:45:30 [error] 2607#2607: *9942 directory index of “/www/luaper_461/public/wp-includes/fonts/” is forbidden, client: 157.55.39.98, server: luaper.com, request: “GET /wp-includes/fonts/ HTTP/1.0”, host: “luaper.com”
2020/06/25 06:17:30 [alert] 2607#2607: *11804 stalled cache updating, error:0 while closing request, client: 34.65.242.19, server: 0.0.0.0:443
2020/06/25 06:45:31 [error] 2607#2607: *12334 upstream timed out (110: Connection timed out) while reading response header from upstream, client: 2a03:2880:20ff:9::face:b00c, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4 HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock”, host: “luaper.com”
2020/06/25 07:16:19 [error] 2607#2607: *13070 directory index of “/www/luaper_461/public/wp-includes/js/imgareaselect/” is forbidden, client: 66.249.73.144, server: luaper.com, request: “GET /wp-includes/js/imgareaselect/ HTTP/1.0”, host: “www.luaper.com”
2020/06/25 08:45:12 [alert] 2605#2605: *15406 stalled cache updating, error:0 while closing request, client: 34.65.242.19, server: 0.0.0.0:443
2020/06/25 15:30:46 [error] 2606#2606: *22977 upstream timed out (110: Connection timed out) while reading response header from upstream, client: 109.66.73.211, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4&fbclid=IwAR2GAKi5ci4naCspB4Y3wr5Vx-JyrhqbFkA6NED2FE5Q048GQ_GwMoo_YGk HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock”, host: “luaper.com”, referrer: “https://l.facebook.com/”
2020/06/25 15:31:44 [error] 2604#2604: *23008 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 109.66.73.211, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4&fbclid=IwAR2GAKi5ci4naCspB4Y3wr5Vx-JyrhqbFkA6NED2FE5Q048GQ_GwMoo_YGk HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock:”, host: “luaper.com”
2020/06/25 15:31:44 [error] 2606#2606: *23010 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 109.66.73.211, server: luaper.com, request: “GET / HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock:”, host: “luaper.com”
2020/06/25 15:31:44 [error] 2607#2607: *23001 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 201.149.59.68, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4 HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock:”, host: “luaper.com”, referrer: “https://luaper.com/?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4”
2020/06/25 15:31:44 [error] 2606#2606: *23004 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 203.176.177.5, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4 HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock:”, host: “luaper.com”, referrer: “https://luaper.com/?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4”
2020/06/25 16:44:23 [error] 2607#2607: *24698 recv() failed (104: Connection reset by peer) while reading response header from upstream, client: 2a03:2880:10ff:1a::face:b00c, server: luaper.com, request: “GET /?wc-api=wc_facebook_get_feed_data&secret=f56049f702cb102b149561df2a6acdb4 HTTP/1.0”, upstream: “fastcgi://unix:/var/run/php7.3-fpm-luaper.sock:”, host: “luaper.com”

Hey @lousha,

Thanks so much for sending over those logs. It looks like every time Facebook attempts to retrieve the file, it’s logging an “Connection reset by peer” error.

Do you see any errors listed in the WooCommerce fatal_error logs for the same timestamps mentioned in the logs? You can find the WooCommerce logs available at WooCommerce > Status > Logs.

If there are no errors there, then we’ll need to run a conflict test to rule out any other plugins interfering with the loading of the file. To do this, I would recommend deactivating all plugins apart from WooCommerce and Facebook for WooCommerce, temporarily switching your theme to a default such as TwentyTwenty, and then trying to access the file again.

If you are not able to run this sort of testing on your live site, I completely understand! In which case, I would suggest setting up a staging site to test this further. If your host does provide a staging site, then one other option is to reach out to us directly so that we can clone your site to our own staging service provider and test there. That said, if this is due to a server environment conflict, then the issue might not appear on our cloned provider.

Could you let me know if you are able to run the conflict test, or if you have a staging service available?

Cheers!

Simon.

i am running now the conflict test and yes I have a staging site

I have run a test I have deactivated all the plugin apart from woocommerce and Facebook for woocommerce
and switch to the basic theme
but the problem did not solve!!

Hey @lousha,

Thanks for running that test! That would seem to indicate there is a server configuration causing the connection reset by peer error then.

Is your staging site located on the same server? If not, do you see the same error there too?

One other option to confirm that the server configuration is the cause here would be for us to clone the site to our staging provider as mentioned in my last reply. While this wouldn’t find the root cause for why the server is preventing the file from being downloaded, it would verify that the file can be downloaded when using a different server, and if the issue is still shown, allow us to dig in more directly to see what might be occurring.

Could you please reach out to us via our support form so that we may receive site credentials and clone the site?

Cheers!

Simon.

yes but can you please keep with me in touch to solve this problem
cause I am open a ticket via the site forum but they delay in the response
can you keep progress with the issue to solve it immediately

I have opened a new ticket successfully

Hey @lousha,

Thanks so much, I can see the email and have replied directly! Let’s follow up through the email chain now to take this forward.

I’ll close this topic thread for the time being.

Cheers,

Simon.