reconnect catalogue

I also have the same problem. Clicking the Reconnect Catalog button does not solve the problem.

Hey @s3vo and @jake2townz,

Thanks so much for reaching out about this issue – I’m asking my engineering team for assistance looking into this and they wanted to verify a few details:

• Could you please send a full screenshot of the Manage Connection popup after selecting Reconnect Catalog? I’m not sure if the second screenshot you provided in your first message is before or after selecting the reconnect button.
• Could you please confirm whether anything changes after selecting the Reconnect Catalog button? Are you still seeing the prompt to reconnect in WordPress? Does the reconnect button change at all?

This information should help us understand exactly what you’re seeing and begin troubleshooting further. Thanks so much for your assistance!

Lindsey

I am having the same problem. I recorded a short video to demonstrate it. When I click the reconnect Catalog button nothing really happens. Here is the video: https://www.loom.com/share/98d42f20a37a45278a36ada909c8440a

I also have problems to re-sync the catalog. Whenever I click there nothing happens and the last successful update was one year ago. What could I do to solve this?

• This reply was modified 4 years, 7 months ago by laslooo.

@skyverge Nothing happens when I click it, this is why there is no second screenshot ??

Hey @s3vo, @jake2townz, and @laslooo,

Thanks so much for sharing that video, @laslooo, and providing those details, @s3vo!

@laslooo, we took a look at that video and noticed that there was an alert from Facebook about an ad blocker. Is anyone else seeing a similar message when they open the Manage Connection page? Could you please try disabling your ad blocker temporarily to see if that makes a difference? We’d like to rule that out as a possible cause of the problem before we proceed.

Thank you!
Lindsey

Hello,

I have the same issue with the reconnection.

Dcyhk-kVoDJ.js?_nc_x=QYRgBbMznJI:50 ErrorUtils caught an error:
Could not find element “u_0_k” [Caught in: Module “__elem_20081362_0_0”] TAAL[2]
Subsequent errors won’t be logged; see https://fburl.com/debugjs.
b @ Dcyhk-kVoDJ.js?_nc_x=QYRgBbMznJI:50

Facebook recognizes this as a fraud attempt. https://www.facebook.com/selfxss

But I guess you are currently working to improve your Facebook connection. Do I need to remove my pixel and update Facebook products manually while you are working on a safe connection?

Regards,
Dan

@skyverge: Hi Lindsay, thanks for the fast reply! I tried it with all browser add-ons disabled and the problem persists. So it has nothing to do with the ad Blocker.

• This reply was modified 4 years, 7 months ago by laslooo.
• This reply was modified 4 years, 7 months ago by laslooo.

Hi! same problem here.

Hey all!

Thanks so much for following up with those details, @laslooo, and for providing that error message, @dan75!

Our team is working with Facebook to investigate whether that error message is related to the reconnection issue. I’ll follow up here once I know more! In the meantime, please let me know if you notice any other issues / errors that might help us with our investigation!

Thank you!
Lindsey

CC: @s3vo, @jake2townz, @neriaispuro

Hey everyone!

Thanks for your patience while we look into this issue. I’m still waiting to hear back from Facebook, but in the meantime, would you try switching to a different browser to see if that lets you reconnect the catalog?

We’ve had some success with other similar issues where changing browsers worked – I’m not certain if that will work here, but I figure it’s worth a shot just in case!

Could you please let me know if switching browsers has any impact on the Reconnect Catalog button’s function?

Cheers!
Lindsey

CC @laslooo, @dan75, @s3vo, @jake2townz, @neriaispuro

Hi Lindsey,

I tried using Firefox, Edge, and Chrome, to no avail.

Hey @jake2townz,

Thanks for trying that out – was worth a shot!

Our contact on the Facebook side is looking into this – I’ll let you all know as soon as I hear more!

Thank you,
Lindsey

CC @laslooo, @dan75, @s3vo, @neriaispuro

I have same problem.
Looking forward to resolution.

@skyverge

I did try with a different browser. I can not reconnect, the problem persists. Also, my catalog is not being updated as well.

Any updates?

Hi everyone,

I have the same problem. Push “Reconnect” and…nothing happens.

Thanks a lot for your support!

Kind Regards,