Lost connection to FB, updated plugin to 1.11.2 and products disappeared from FB

Hey @danidub,

I’m so sorry for the trouble the plugin has caused with the most recent update! That doesn’t sound like what we would have expected to happen, so I’d be happy to take a closer look.

With the new plugin release, we implemented a security fix which meant that we also had to revert a bit of the functionality we had in previously. Notably around product syncing, and product visibility.

With the new version it should now allow Facebook to sync your products once per hour, rather than the on-demand syncing we had previously. We’re looking forward to releasing a new version of the plugin with Facebook’s latest API, in order to bring back these features soon!

In the meantime, it may be that you need to reconnect your catalog from the Facebook pop-up settings window, in order to correct your existing catalog and allow Facebook to run a sync.

To see if this is the case, could you please navigate to the Facebook settings at: WooCommerce > Settings > Integration > Facebook for WooCommerce. Once there can you please click Manage Connection and then when the pop up window opens, check the Advanced Options tab for the Reconnect Catalog button.

Could you let me know if you see this button, and if so, does clicking it refresh your connection for product syncing?

Cheers!

Simon.

Hello Simon, that was the button I’ve clicked after updating the plugin and that caused the plugin to upload only new products (that weren’t on the Facebook catalog yet). The products that were on the catalog get deleted for some reason.

The only button I see now is a “delete” at the bottom of the page.

Is there a way to resync all missing products to the catalog and solve this issue without loosing all previous shopping tags we have placed on Instagram and Facebook posts?

Thank you.

Hey @danidub,

The plugin should generate a list of products every hour that Facebook will then retrieve for syncing. I’m not sure why it has deleted and products, and also why it would no longer sync any products that were created before switching the catalog over to the new sync mechanism!

To guarantee a fresh sync, it would require a deletion of the catalog and then running through the plugin setup again to recreate it. Though, as you say, this would remove any previous tags and ads.

For us to look at why these products may be missing from the sync, we’d need to take a closer look at the store and see what the CSV file looks like that the plugin is generating. Before we do that, if you log in to the Facebook Catalog Manager and click Product Feed Sources, do you see any errors listed for the missing products for the last time it synced?

Cheers!

Simon.

Hello Simon @skyvergesupport,

I have checked the Facebook catalog and seems that without any action on my side, the plugin managed to send all products to Facebook yesterday. That’s a good one!

And product tags and ads are showing again!

I’ll mark this as resolved, thank you very much for your help and time, Simon!

Daniel P.

Hey @danidub,

That’s great news! I wonder if we just needed to wait an hour for the latest feed to be synced. In any case, I’m very glad it’s now working as hoped again ??

Sounds like we’re all set. If you run into any further issues, however, please do let me know – as we’re always happy to help out!

Cheers,

Simon.

Hello Simon @skyverge @skyvergesupport,

The catalog was synced correctly 4 days after updating the plugin, I wish this issue was only for an hour, but it was not.

The most important is that it’s solved now!

Thank you.