Products not sync

Or it is because of this

Should I set Data Feed Rules?

https://snipboard.io/gs5iCa.jpg

Hey @cmgeoogz!

Thanks for raising a new topic, that’s super helpful to make sure we can focus on the specifics of your case!

You certainly shouldn’t need to adjust the data feed sources from within your Facebook catalog manager. With the latest version of the plugin we’re able to use the API to sync products, so we can immediately sync on product creation and edits.

That said, there seems to be something going awry with your variable products. Are all variable products not syncing properly, or only some in particular?

What we’d want to do next is to enable debug logging which you can do from WooCommerce > Facebook, and then trigger a new sync so we can see the messaging between the plugin and your catalog. To trigger a new sync, after debug logging has been turned on, you can visit an edit product page within admin and click the Update button. No changes are required to be made to the product, clicking the button is enough!

As there could be private information in the resulting log file, you can send it over privately by raising a support request via our support form. Alternatively, if you’re able to confirm that the logs show a successful sync, that’s great too!

Could you let me know how you get on and if you’re able to run this quick test?

Cheers!

Simon.

Hey @simonskyverge!

Thanks for responding to my query.

You certainly shouldn’t need to adjust the data feed sources from within your Facebook catalog manager. With the latest version of the plugin we’re able to use the API to sync products, so we can immediately sync on product creation and edits.

-This is what I have concern also. Every time I added new products and wait for couple of hours to check the Facebook data feed it never updated, so basically I tried to update it manually and failed. Also reached out to Facebook support about this but they bounced me back to you.

That said, there seems to be something going awry with your variable products. Are all variable products not syncing properly, or only some in particular?

-That product mention above was fixed maybe couple of hours after I re-synced it but the problem is Facebook Data Feed isn’t updating.

What we’d want to do next is to enable debug logging which you can do from WooCommerce > Facebook, and then trigger a new sync so we can see the messaging between the plugin and your catalog. To trigger a new sync, after debug logging has been turned on, you can visit an edit product page within admin and click the Update button. No changes are required to be made to the product, clicking the button is enough!

-After doing this, the product had this issue again: https://snipboard.io/3CeFou.jpg There’s no alert or error on the page.

WooCommerce > Facebook output: https://snipboard.io/pTCX8V.jpg
Does the ad manager account have anything to do with this issue?

Based on my observation, this issue (https://snipboard.io/3CeFou.jpg) is fixed after a couple of hours or maybe there is some sort of propagation. But the real issue was that the Facebook Data Feed was not updating after re-syncing via plugin.

Hope to hear from you soon.

Thanks!

Hey @cmgeoogz,

Thanks for getting back to me!

so basically I tried to update it manually and failed.

When you say manually, do you mean the feed file? Or do you mean triggering a sync of the product manually? As I mentioned above, we have two ways to sync the products in the latest version. We’d definitely want to make sure we can have the API sync, because that’s the most performant and flexible option. We should still make sure the feed file is syncing too, as that’s good to have for a few unique cases, but certainly we should concentrate on the API syncing first.

That product mention above was fixed maybe couple of hours after I re-synced it but the problem is Facebook Data Feed isn’t updating.

This sounds like you’re also looking at the feed file data source in your catalog manager. The API sync requests won’t show up here, so it’s not a huge problem if you’re not seeing this. Though, as I say, it depends on what steps were taken before trying to sync the product. For example, was this a newly created product or editing of an existing product?

After doing this, the product had this issue again…
Based on my observation, this issue (https://snipboard.io/3CeFou.jpg) is fixed after a couple of hours or maybe there is some sort of propagation. But the real issue was that the Facebook Data Feed was not updating after re-syncing via plugin.

So this is interesting for two reasons. The feed file is generated once every 15 minutes, and Facebook retrieves this for syncing once per hour. This could explain what you were seeing there.

You then said that the issue occurred when manually updating the product. This would have triggered the API sync, so it does sound like there is an issue with the API syncing currently, and the feed file is then correcting it afterward. Not seeing the data feed update after re-syncing would be expected though, due to the API sync being used.

The next step would be to take a look at the log generated when you manually updated the product. We want to see if there are any errors returned from the API sync. These wouldn’t necessarily be output to the screen, so they might only appear in the log.

How would you like to send us the log file? There may be information in there that you consider private, such as ID’s and product names and prices. In which case, you can raise a support request via our support from as mentioned before.

Does that sound like a plan?

Cheers!

Simon.

Hey @simonskyverge,

When you say manually, do you mean the feed file? Or do you mean triggering a sync of the product manually? As I mentioned above, we have two ways to sync the products in the latest version. We’d definitely want to make sure we can have the API sync, because that’s the most performant and flexible option. We should still make sure the feed file is syncing too, as that’s good to have for a few unique cases, but certainly we should concentrate on the API syncing first.

I went to Facebook Catalog > Data Sources > Settings > Single Upload via URL ( site.com/product-catalog/cha.xml ). I tried this one because ever since it is not updating whenever I re-synced the products. I think the API sync is not working properly on our end.

This sounds like you’re also looking at the feed file data source in your catalog manager. The API sync requests won’t show up here, so it’s not a huge problem if you’re not seeing this. Though, as I say, it depends on what steps were taken before trying to sync the product. For example, was this a newly created product or editing of an existing product?

It was a newly created product and the tricky part here is that we added 2 products, one product appeared on Facebook Catalog > Items but it was not on the Data Sources and the other product is missing on the Facebook sync.

So this is interesting for two reasons. The feed file is generated once every 15 minutes, and Facebook retrieves this for syncing once per hour. This could explain what you were seeing there.

This happened before with the warning “Some products or properties have issues that might lower your catalog quality”, and ended up not syncing anymore.

You then said that the issue occurred when manually updating the product. This would have triggered the API sync, so it does sound like there is an issue with the API syncing currently, and the feed file is then correcting it afterward. Not seeing the data feed update after re-syncing would be expected though, due to the API sync being used.

Catalog > Data Sources Overview: https://snipboard.io/Kv9E68.jpg
The last update was from Sept. 8 and I’m always re-syncing the Products via plugin and nothing happened.

Hope to hear from you again.

Thanks!

Hey @cmgeoogz,

Thanks for the further information. From what I can gather so far, the API sync doesn’t appear to be working, so we would definitely want to look at reconnecting the plugin to try and resolve that.

Secondly, it looks like you may have a different plugin generating your feed file than ours. cha.xml isn’t what I would expect for our own feed file, instead it should be called product_catalog_<unique_string>.csv. I’m afraid I can’t say why this might be failing as it doesn’t appear to come from our plugin, though I’d be happy to continue looking at the API connection to get that resolved for you.

To start with can you please navigate to WooCommerce > Facebook and click the Uninstall link. It should be next to the Manage Connection button if you are already connected. If you only see the Get Started button instead, then this will need to be clicked to start the connection process.

When you click Get Started you should be taken to Facebook’s connection app, and it will allow you to choose the assets you’d like to manage (page, catalog, pixel etc.), eventually redirecting you back to your site admin. When you reach this point, the plugin should perform a full product sync in the background, so it’s worth then logging into Catalog Manager to see if any new products have been added to your catalog.

Could you give that a go first and let me know how you get on?

Cheers!

Simon.

Hi @simonskyverge,

Thanks for your patience and quick response!

Secondly, it looks like you may have a different plugin generating your feed file than ours. cha.xml isn’t what I would expect for our own feed file, instead it should be called product_catalog_<unique_string>.csv. I’m afraid I can’t say why this might be failing as it doesn’t appear to come from our plugin, though I’d be happy to continue looking at the API connection to get that resolved for you.

My bad for this one, cha.xml was from WooCommerce Instagram plugin. I was looking for a catalog to be use in manual upload of the data feed and tried to use it.

Where I can find and check the product_catalog_<unique_string>.csv?

To start with can you please navigate to WooCommerce > Facebook and click the Uninstall link. It should be next to the Manage Connection button if you are already connected. If you only see the Get Started button instead, then this will need to be clicked to start the connection process.

When you click Get Started you should be taken to Facebook’s connection app, and it will allow you to choose the assets you’d like to manage (page, catalog, pixel etc.), eventually redirecting you back to your site admin. When you reach this point, the plugin should perform a full product sync in the background, so it’s worth then logging into Catalog Manager to see if any new products have been added to your catalog.

Before I started following the steps, I updated the plugin to 2.0.3 first.

1. Facebook support emailed me that the product is it the Catalog > Items was manually added there and they gave the steps on how to delete that product. So Catalog > Items and Catalog > Data Sources are match now.

To start with can you please navigate to WooCommerce > Facebook and click the Uninstall link. It should be next to the Manage Connection button if you are already connected.

2. Uninstall the link.

When you click Get Started you should be taken to Facebook’s connection app, and it will allow you to choose the assets you’d like to manage (page, catalog, pixel etc.), eventually redirecting you back to your site admin.

3. Connect the plugin to facebook app.

When you reach this point, the plugin should perform a full product sync in the background, so it’s worth then logging into Catalog Manager to see if any new products have been added to your catalog.

4. Yes, the product synced here but not the Catalog > Data Sources. Catalog > Items was the only one was updated and the product I removed at #1 is there. So I waited for an hour before making a move but nothing happens.

I decided to re-sync the products via Facebook > Product Sync, I waited an hour again but I got the same result.

Also tried the product that not included in the catalog to Update(without editing) and the results are still the same.

After following the steps,

–Catalog > Data Source still not updating.

-The deleted product that FB support said was manually added is not true because when I re-connected the plugin, the product showed again in Catalog>Items. My question here is how come the product is still there when our Data Source is not updated.

-One of the product still not included in the catalog . I checked the product if this may be due to empty prices, being out of stock, or being virtual products but there is nothing wrong or issues to it.

-Additional Info:
Facebook for WooCommerce: 2.0.3
WooCommerce Instagram: 3.2.0
WooCommerce: 4.3.3
W3 Total Cache: 0.14.4
Cloudflare
Wordfence Security: 1.24.0

Hope this will help to solve the issue.

Thank you! ??

Hey @cmgeoogz,

Awesome thanks for the additional information.

Where I can find and check the product_catalog_<unique_string>.csv?

This can be found in the plugin uploads directory on the server. So typically this is at ~/wp-content/uploads/facebook-for-woocommerce/

From what you’ve said so far, I think the main confusion is coming from the difference between the catalog items, and the count in data sources. The new plugin has the ability to sync directly via the API, as well as sync via the feed file. I think that only the feed file updates would be counted under data sources, though you should certainly see the items in the catalog at Catalog > Items when the API syncs.

It may also be the case that if you are installing this on a fresh site with v2 for the first time, it may not have created you a feed file schedule within your Catalog Manager. The Facebook connection process previously took care of this (As we don’t have access to do this within the plugin) and now that we’re using their latest API, we’re using the new connection process too.

That said, the feed file isn’t absolutely crucial to have running at the moment, though it’s certainly possible to add it back in manually. If you’d like to do this, we’ll need to find your unique feed file URL, and then run through the steps to add it via Catalog Manager. Finding your unique feed file URL requires a small code snippet to be run so that it can display the output on the plugin settings screen, please let me know if you’d want to go ahead with this!

Based on the above, I think this explains why you’re seeing the product added in Catalog > Items and it wouldn’t show up under data sources.

One of the product still not included in the catalog . I checked the product if this may be due to empty prices, being out of stock, or being virtual products but there is nothing wrong or issues to it.

Can you also confirm for me that the product was set to either Sync and Show or Sync and Hide? If it’s set to Do Not Sync, then the API would skip this during processing, and it would not be added to your catalog.

Cheers!

Simon.

Hey @simonskyverge,

Thanks for getting back to me!

This can be found in the plugin uploads directory on the server. So typically this is at ~/wp-content/uploads/facebook-for-woocommerce/

Saw it and all products are there.

It may also be the case that if you are installing this on a fresh site with v2 for the first time, it may not have created you a feed file schedule within your Catalog Manager. The Facebook connection process previously took care of this (As we don’t have access to do this within the plugin) and now that we’re using their latest API, we’re using the new connection process too.

I think so, And I think the initial feed file was generated under version 1.9.

That said, the feed file isn’t absolutely crucial to have running at the moment, though it’s certainly possible to add it back in manually. If you’d like to do this, we’ll need to find your unique feed file URL, and then run through the steps to add it via Catalog Manager. Finding your unique feed file URL requires a small code snippet to be run so that it can display the output on the plugin settings screen, please let me know if you’d want to go ahead with this!

Yes please, so we can move forward.

Can you also confirm for me that the product was set to either Sync and Show or Sync and Hide? If it’s set to Do Not Sync, then the API would skip this during processing, and it would not be added to your catalog.

Sync and show, this is the product (https://snipboard.io/3CeFou.jpg) with lots of attribute.

Hey @cmgeoogz,

Thanks for following up! I think the missing Variation ID’s is definitely suspect. I’d like to see the debug log to see what errors are thrown when that product tries to sync.

The debug log can contain some private information, so if you’d like me to look into that further, and for you to send us this log securely, please could you raise a support request via our support form? Please make sure to reference your handle here, my name, or please come back to let me know the conversation ID so I can keep an eye out for it!

We can then also run through the steps of setting up the feed file sync and confirming there isn’t one already there. In the meantime, if you want to perform a once off update of the products with our generated feed file, you can do so also. Please login to the Facebook Catalog Manager, navigate to Catalog > Data Sources and select the WooCommerce Data Feed and finally Settings tab. Here there should be a way to upload the file as a Single Upload: https://cloud.skyver.ge/NQu1D5Xo

Could you let me know how you get on with the file upload if you give that a try, and also if you submit a support request to us directly for the log file?

Cheers!

Simon.

hey @simonskyverge,

I think the missing Variation ID’s is definitely suspect. I’d like to see the debug log to see what errors are thrown when that product tries to sync.

There are no errors thrown when the product tries to sync, but after I manually updated the data feed, the issue is now already fixed.

All the products are now showing in Catalog>Items.

I’m wondering if I will need to do a manual data feed update if the products are not syncing correctly in the Catalog.

I hope this resolve in the future.

We’re lucky that right now, there are only a few products available on the website.

Hi @cmgeoogz,

Thanks for confirming the feed file upload worked! There is still the outstanding problem with the API not syncing as we’d hoped, and the potentially missing schedule from the catalog.

Without looking at this more closely, I can’t quite say why this might be occurring for your store setup as I don’t have a complete picture of the WooCommerce product settings, the assets that were chosen during setup, or the Facebook catalog information. If there are no errors in the log file and the sync request is being made for all variations, there shouldn’t be much else that our plugin can do at that point. If the correct catalog was chosen during the connection process, then that will be the one the plugin will use to sync with as well.

If you’d like me to take a closer look at the log, then please do let me know by raising a request via the support form. If you’re happy with the manual upload for now, that’s no problem either!

Could you let me know how you’d like to proceed?

Cheers,

Simon.

Hello @simonskyverge,

Thanks for responding so quickly!

If you’d like me to take a closer look at the log, then please do let me know by raising a request via the support form.

Yes, I would love that. Where can I see the logs so I can provide it with you?

Hey @cmgeoogz,

Sure! If you submit a support request via our support form, and mention my name, your handle that you use here (cmgeoogz) or come back here to let me know the conversation ID, I can then keep an eye out for it!

Then once I reply you can send over the log file in private!

Could you let me know when you have a chance to do that?

Cheers,

Simon.

Hi @simonskyverge,

Here’s the conversation number 147370.

Hope to hear you soon.

Thanks!