WooCommerce update not working properly

Hey @mjmontero,

Thanks for raising your question to us, I’d be happy to take a look at this for you!

When the new version of the plugin was released, it should have added a notice to your store asking that you reconnect the catalog to continue syncing product data. Have you been able to action this recently once you upgraded?

To double-check, could you please navigate to WooCommerce > Facebook from your WooCommerce store and let me know if you see the Get Started button? If not, and you see a Manage Connection button with a list of asset ID’s, then that’s great! That should mean the plugin has reconnected via the new connection flow and is ready to sync the data.

Depending on what you see here, we can decide what the next step should be. Could you let me know when you have a moment to check this for me?

Cheers!

Simon.

The buttons that I have are: Create advertisement, manage connection and uninstall. I do have the asset IDs too.

The plugin was reconnected properly, the problem is that it seems it not updating the products in facebook and causing problems in the data collection of Pixel.

Hey @mjmontero,

Thanks for confirming! So it sounds like the connection has completed okay if you see the manage connection button and asset IDs.

So we can take a look at why the products might not be updating properly first. Do you have an example of a product that has not updated we could focus on further? Is it that it’s missing completely from the catalog and/or Facebook shop page, or that it has older data displayed instead?

The first thing we’ll want to do is to enable debug logging from the plugin settings page at WooCommerce > Facebook. With debug logging enabled, we should be able to see the data that’s being sent over to Facebook when the sync occurs. Next, we’ll want to trigger a new sync by navigating to the edit product page on WooCommerce, and clicking Update. You don’t need to change any information, clicking Update will be enough to cause the product to be synced!

After that, we want to check what information is incorrect in Facebook. We can do that buy navigating to Catalog Manager, and searching for the product we’re focusing on. Once found in the catalog, you can click it to open up more details about the product, and you may also need to click the View More Fields button too depending on what information is not correct.

Would it be possible to run through this test quickly and take some screenshots to help illustrate the difference in data for a single product?

Cheers!

Simon.

Hi,

Yes we have old products that were remove from the website and are still on the facebook catalog, as well as products in the page that are not showing in the catalog.

I enable the debug in the Woocommerce > facebook, but I am not sure if I am understanding correctly the next step I have to do.

The products are inside Products section of wordpress. I made an small change and saved the product again, but I don’t see the product in the facebook catalog. I feel the main issue is that the synchronised is not happening.

Facebook: https://www.facebook.com/DomiciliumCR/
Webpage product: https://www.domiciliumcr.com/producto/impresora-multifuncional-hp-deskjet-ink-advantage-2775/

The product is not appearing in the catalog.

Also we have other products that we don’t have in the webpage anymore. Example: https://www.facebook.com/commerce/products/3099819500030727/ When you click on check out on website you will be redirected to the site with a message that it is not available anymore.

I tried to add screenshots but this space didn’t let me.

Hey @mjmontero,

Awesome, thanks so much for the additional information! Now that debug logging is enabled, and you updated the product, that should have triggered the sync. We can now check the logs to search for any errors there when it tried to update the Facebook catalog.

If you navigate to WooCommerce > Status > Logs you should be able to find the facebook_for_woocommerce log file with the same date as your test. If we can take a look at this, that would be great! As this log file can sometimes be rather large and could contain sensitive information, we would recommend to raise a support request via our support form so that you can email the log privately. If you let me know when you’ve done this, I’ll keep a look out for it so we can pick this up there. If you mention my name or this topic URL, that would be a great help.

We’d also want to do one final check on the catalog ID to make sure the plugin is syncing to the same catalog that the shop page is linked to. If you open up the plugin settings page at WooCommerce > Facebook, it should list the catalog with a link to it directly. Clicking this opens the catalog manager in Facebook. From here you can click Settings > Business Assets, and under Ads and Sales channels it should list a Facebook tab and list your store’s Facebook page.

Could you let me know when you’ve sent over the log via our support form, and if the catalog is linked to your page correctly?

Cheers!

Simon.

Hi,

I send the request in the request form and I already download the log file. I am waiting for an answer to be able to attach the log.

The catalog Id in the WooCommerce is correct. We only have one catalog installed. The WordPress WooCommerce is opening correctly the facebook manager.

Thanks

Hey @mjmontero,

Thanks so much for using our support form! I’ve got your request and replied back just now. I’d be happy to pick up the conversation there and take a look at the logs for you.

Cheers,

Simon.

Hi, I haven’t receive an answer in my mail about the feedback. Where should I look for it?

Thanks

Hey @mjmontero,

It would have arrived from [email protected]. We can sometimes get trapped in spam, so it would be great if you could check your spam/junk folders and let me know if you see me anywhere there!

Cheers,

Simon.

I received the email and I sent you the information. Thanks, let me know if you need something else from my part.

Hey @mjmontero,

While we wait for the Facebook team to reply to our latest tests, I’m going to close this topic. There is no update as of this morning, so I will chase them later today to see what the latest is for you.

Thanks for your patience so far, and I’ll reply back via our email thread with further information!

Cheers,

Simon.