Update Removed Account

Hi @neotechnomad,

Sorry to hear about the issue here. Would it be possible to submit a support ticket here with your “System Info” from the plugin (found at Instagram Feed > Support) so that we can take a closer look?

If it’s possible for you to also record a quick video of you connecting your account so we can see the actual issue first hand then it would be really helpful too, as off hand it isn’t clear exactly what’s happening. You can use a free tool like Loom or Screencast-o-matic to do this if needed.

Many thanks, and apologies again for the issue!

John

The link you posted asks for a license key. I have no license key as it is not Pro.
Here is the Error Log:

## SITE/SERVER INFO: ##
Site URL:                 https://ottawapinballarcade.ca
Home URL:                 https://ottawapinballarcade.ca
WordPress Version:        5.8.1
PHP Version:              7.4.24
Web Server Info:          Apache

## ACTIVE PLUGINS: ##
Akismet Anti-Spam: 4.2.1
All-in-One Event Calendar by Time.ly: 3.0.0
Comment Link Remove: 2.1.7
Disable Gutenberg: 2.5.1
Edit Author Slug: 1.8.3
Google XML Sitemaps: 4.1.1
Head Meta Data: 20210713
Imsanity: 2.7.2
Limit Login Attempts Reloaded: 2.23.2
No Category Base (WPML): 1.3
Open Graph Protocol: 1.6.0
Responsive video embed: 0.5
Schema: 1.7.9.3
Smash Balloon Instagram Feed: 2.9.4
Sucuri Security - Auditing, Malware Scanner and Hardening: 1.8.30
WP-Optimize - Clean, Compress, Cache: 3.1.12

## PLUGIN SETTINGS: ##
sb_instagram_plugin_type => Instagram Feed Free
sb_instagram_at => 
sb_instagram_user_id => 4913734925
sb_instagram_preserve_settings => on
sb_instagram_cache_time => 1
sb_instagram_cache_time_unit => hours
sbi_caching_type => page
sbi_cache_cron_interval => 12hours
sbi_cache_cron_time => 1
sbi_cache_cron_am_pm => am
sb_instagram_width => 100
sb_instagram_width_unit => %
sb_instagram_feed_width_resp => 
sb_instagram_height => 
sb_instagram_num => 12
sb_instagram_height_unit => px
sb_instagram_cols => 4
sb_instagram_disable_mobile => 
sb_instagram_image_padding => 10
sb_instagram_image_padding_unit => px
sb_instagram_sort => none
sb_instagram_background => #2a2a2a
sb_instagram_show_btn => 
sb_instagram_btn_background => 
sb_instagram_btn_text_color => 
sb_instagram_btn_text => Load More...
sb_instagram_image_res => auto
sb_instagram_show_header => on
sb_instagram_header_size => small
sb_instagram_header_color => #ffffff
sb_instagram_custom_bio => 
sb_instagram_custom_avatar => 
sb_instagram_show_follow_btn => on
sb_instagram_folow_btn_background => #ffffff
sb_instagram_follow_btn_text_color => #000000
sb_instagram_follow_btn_text => Follow Ottawa Pinball Arcade on Instagram
sb_instagram_custom_css => 
sb_instagram_custom_js => 
sb_instagram_cron => no
sb_instagram_backup => on
sb_ajax_initial => 
enqueue_css_in_shortcode => 
sb_instagram_ajax_theme => 
gdpr => auto
sb_instagram_disable_resize => 
sb_instagram_favor_local => 1
sb_instagram_minnum => 0
disable_js_image_loading => 
enqueue_js_in_head => 
sb_instagram_disable_mob_swipe => 
custom_template => 
disable_admin_notice => 
enable_email_report => on
email_notification => monday
email_notification_addresses => [email protected]
sb_instagram_disable_awesome => 
check_api => on
sbi_font_method => svg
sb_instagram_show_bio => on

## CONNECTED ACCOUNTS: ##
*4913734925*
array (
  'access_token' => 'uh/I+KSvDiWQRbpI/LwdXzZZeE1pMHBWOFpYeDRtSHVNN1NUaHEyRExUTmt4TUZVTHZxd3ZmcVhiNXpHOTUyQUF2SmZFRjVHUmVZTzlESVFwRW4wMG1MUTcxdk5QMWtGanBGNkI5RFpNR2d0RkRFVTBlbFlFZ2ZRQUd0ZTNCUUdDNWZCSStSYVJZWkxoUk8rcHdreksxMVBGcEdoRDJzdStBQVpUeEp1OGQ4eG5YNDFyQUdXeUFUZUFGcFlXUWNaWlE9PQ==',
  'user_id' => '4913734925',
  'username' => NULL,
  'is_valid' => true,
  'last_checked' => 1629815457,
  'profile_picture' => NULL,
  'local_avatar' => false,
  'wp_user' => 1,
)
*/tQKhbvIMGCH9T+PtvmxD2xHYmU3NVZFUXArOE1Id2lrcmdGU3NoLytrc2ZHQXhsREROWTJLd2JhSVVZaXlmSWVHditIa0dOdVo0Wkxoc0pSd0NRWUlncExKLzBJNWZnM3Urc3lXUkVCc1V0aHRmb3BUeDI3MG5GNVVMb29jWTRIT2hCRThlemViRGovdWxncTY3a2VrallDUnJ3YXgrS2UwYWZlVnJRZk0waVFiNmkzc3ROZ05CdXNja1hLQWg4ZHc9PQ==*
array (
  'access_token' => 'KUY3S6tqFpVVtRlgMxGiijROYnlydXVzTXVBa1J2d3F0WThhajExbEcwYXQ1eEwwYWM0ZGF6dnBMeUhCRHNSQUNndDhpQXdvOGdHL2FHVlRRMEtjdW1KTFJ6ZHNENUJuQ2s0Y0hJSm5mLzROK0hobmdDT3Z6dUg0SjV4VmlQTUc1eWVnUGRVMGxCUE5oZmdVZ0EwamlYWHZtRUszRGhBWGtEU3R0OEJJWHZFRzI5VVhJWGMzd0J5MkN1L2d5WEk0ZFE9PQ==',
  'user_id' => '/tQKhbvIMGCH9T+PtvmxD2xHYmU3NVZFUXArOE1Id2lrcmdGU3NoLytrc2ZHQXhsREROWTJLd2JhSVVZaXlmSWVHditIa0dOdVo0Wkxoc0pSd0NRWUlncExKLzBJNWZnM3Urc3lXUkVCc1V0aHRmb3BUeDI3MG5GNVVMb29jWTRIT2hCRThlemViRGovdWxncTY3a2VrallDUnJ3YXgrS2UwYWZlVnJRZk0waVFiNmkzc3ROZ05CdXNja1hLQWg4ZHc9PQ==',
  'username' => NULL,
  'is_valid' => true,
  'last_checked' => 1634314767,
  'profile_picture' => NULL,
)

## API RESPONSE: ##
no connected basic accounts
no connected business accounts
## Cron Events: ##
sb_instagram_twicedaily
2021-10-16 02:11:05
Next Scheduled: 589.05 minutes

sb_instagram_cron_job
2021-10-16 03:15:35
Next Scheduled: 653.55 minutes

sbi_notification_update
sb_instagram_feed_issue_email
2021-10-18 02:00:00
Next Scheduled: 3457.9666666667 minutes

sbi_usage_tracking_cron
2021-10-20 00:55:15
Next Scheduled: 6273.2166666667 minutes

## Cron Cache Report: ##

## Access Token Refresh: ##
array (
  'notes' => 
  array (
    'time_ran' => '2021-10-15 14:13:50',
  ),
)

## Resizing: ##
upload directory exists

*FEEDS POSTS TABLE*
record_id: 12
id: 12
instagram_id: 1504051180992832910_4913734925
feed_id: sbi_4913734925
hashtag: 

*POSTS TABLE*
id: 12
created_on: 2019-10-05 23:05:07
instagram_id: 1504051180992832910_4913734925
time_stamp: 2019-10-05 22:45:04
top_time_stamp: 
media_id: 1504051180992832910_4913734925
sizes: a:1:{s:3:"low";i:320;}
aspect_ratio: 1.00
images_done: 1
last_requested: 2021-10-15

## Errors: ##
* Resizing *
Error editing image. error_loading_image- File does not exist? | 

## Error Log: ##
10-04 20:19:15 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 6: Could not resolve host: api.instagram.com
10-04 20:21:35 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:23:00 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:24:26 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:26:38 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:43:40 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:45:47 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 20:48:52 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds
10-04 21:06:18 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 6: Could not resolve host: api.instagram.com
10-04 21:27:32 - Error connecting to https://api.instagram.com/v1/users/4913734925/media/recent?count=20&access_token=4913734925.3a81a9f.ab3960ea4a514b4dafb2ef37f6e44068. http_request_failed - cURL error 28: Resolving timed out after 10000 milliseconds

## Action Log: ##
08-24 14:30:57 - Saved settings on the configure tab.
09-16 12:41:07 - Cleared connection error.
10-04 21:48:18 - Cleared connection error.
10-15 13:34:29 - Saved settings on the configure tab.

## Location Summary: ##

## GDPR: ##
An image editor is not available on your server. Instagram Feed is unable to create local resized images. See <a href="https://smashballoon.com/doc/the-images-in-my-feed-are-missing-or-showing-errors/" target="_blank" rel="noopener noreferrer">this FAQ</a> for more information
## oEmbed: ##
oEmbed request test: No access token

Hey @neotechnomad,

Sorry for not clarifying, you can submit a support ticket through that form without a license key by selecting the Free option where it asks “Which version of the plugin are you using?”.

Could you delete your System Info from the previous message here, as it is best not to share that publicly.

To fix the issue, could you try doing the following:
1) In the plugin, go to Instagram Feed > Customize, and scroll to the very bottom.
2) Click the button labeled “Delete all Platform Data“.
3) Go to the settings page and try reconnecting your Instagram account.

This should reset things and hopefully fix the problem. If it doesn’t, then just let us know.

John

Thanks, John.
Deleting the data and reconnecting the account worked fine.
This ticket is closed.

Hey @neotechnomad,

Glad to hear it. If you run into any issues in the future don’t hesitate to reach out to us again as we are always happy to assist.

Many thanks and I wish you a great day ahead.