Server external ID not matching to pixel external ID

Hi @melissacritchlow,

Could you confirm if Facebook for WooCommerce is the only extension you have related to Facebook on your site and there are no other plugins on the site connected to Facebook? I’d like to understand more about your setup.

Could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.

Once you’ve done that, you can paste the text in https://gist.github.com/ and feel free to change/remove your site URL in the report for privacy reasons.

Once you do that, you can paste the Gist link here in your reply.

Hi Saravanan,

I don’t have any other plugins on my site related to facebook. I do have balloon smash feed for instagram though.

Here is the link to my woocommerce status report:

https://github.com/melissacritchlow/Facebook-for-Woocommerce-Issue/blob/c1d4bb1735670568472f8c5e14c023de591bd97f/README.md

Hello @melissacritchlow,

It appears that your GitHub repository is set to ‘Private’ so I wasn’t able to check out the README file you linked with your status report. Can you make it public provide it another way (such as in a public gist as Saravanan linked to)? Feel free to redact anything in the report you deem to be sensitive.

In the meantime, Instagram is a Facebook product, so it may be worth trying to disable Smash Balloon’s plugin. Also, if your theme or an SEO plugin has a place for scripts, it is possible that Facebook code was entered there at some point, so a full conflict test can help discern if this is a problem with Facebook for WooCommerce or a conflict.

The best way to determine this is to:

• Temporarily switch your theme to Storefront
• Disable all plugins except for WooCommerce
• Repeat the action that is causing the problem

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

We look forward to hearing back from you. Thanks!

Hi there,

Sorry I thought you would have access to it. I have made it public now. I will try those suggestions you made. Thanks!

https://github.com/melissacritchlow/Facebook-for-Woocommerce-Issue/blob/c1d4bb1735670568472f8c5e14c023de591bd97f/README.md

I checked the scripts inserter and found only the code for my pinterest account, nothing for facebook.

I also switched themes and deactivated all plugins and the issue remained. It’s now saying in my events manager that there isn’t a pixel installed in the website when I try and edit the events using the tool.

I see that your site has this caching drop-in plugin (maybe included by your host or theme)

advanced-cache.php: advanced-cache.php
and
WP-Optimize – Clean, Compress, Cache: by David Anderson Ruhani Rabin Team Updraft – 3.1.12

Please purge all cache on the site. and deactivate these plugins momentarily.

Once you do that.

Disconnect your Facebook account from
Marketing >> Facebook

Reconnect the account once again and see how it works.

From what I see, I notice only one pixel installed on your site, which is the one assigned by WooCommerce.

I do seem to see the pixel appearing correctly

If the issue continues, you may need to check with Facebook’s support or their forum.

It resolved some issues but not all of them. Thank you!