Pit Bozionelos

Hey @brandingaddicted ,

I’m sorry to hear that my recommendations didn’t work. I’d recommend proceeding with conflict testing to confirm if this is caused by the use of another plugin except Facebook for WooCommerce.

If the issue persists even in a default theme and only with WooCommerce and our plugin enabled, then it’s possible the underlying issue is a different one. I’m sorry for not being able to point you to a better solution at the moment.

Would it be possible to let me know if the issue persists even after the conflict testing?

Looking forward to your response.

Best regards,
Pit

Hey @digidigiweb

Thank you very much for your message.

– @digidigiweb : I’m afraid I’m not aware if the CCPA can impact the incoming data from US visitors in such a degree. It’s my understanding that this privacy act should only affect resides of the California state. Would it be possible to let me know if the majority of your traffic originates from California?

Regarding making changes to this functionality, since our plugin doesn’t take into consideration the CCPA, this could only may be done in a custom way. Customizations aren’t covered by our support policy, unfortunately, so I’m afraid we can’t further assist you here.

Best regards,
Pit

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

Hey @madsk ,

Thank you very much for reaching out to us. Happy to help with this issue.

There are a couple of things that could have caused this issue. In order to further investigate, would it be possible to add a snippet I’ll share with you and try to reconnect?

This snippet will change how our plugin connects to your site and show you the full error that can help us better understand this case. If you’re unsure on how to proceed, we’ve created a blog article that may be useful. I like using the free Code Snippets plugin to make the process easier.

The snippet is: https://gist.github.com/Pitboz/cc892a2da3174fc83d5adcead3f5456b

Would you please add this snippet and share with me a screenshot of the error message again?

Best regards,
Pit

Hey @rez009 ,

Thank you very much for your response and for sharing more information with us! This is super helpful to better understand what may be causing this issue.

– @rez009 : Thank you for sharing more information with me. It’s very helpful to better understand the full process on your end. Our team is still investigating and we’ll try to provide you with an update soon of our findings.

In the meantime, I’ll relay the information you both shared with me to my team. Also, we’d really appreciate if you can use our contact form to reach out to us about our plugin in case we need more information.

You can click here if you’d like to proceed.

Thanks,
Pit

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

Hey @zliaplamen ,

Thank you very much for your response! This will be able to help us better understand this case and continue investigating.

In the meantime, we’d really appreciate if you can use our contact form to reach out to us about our plugin in case we need more information.

You can click here if you’d like to proceed.

Thanks,
Pit

Hey @rwky ,

Thank you very much for the detailed response! That’s very helpful for our team to better understand this case.

I’ll relay the information to our team and let you know when there’s an update on the progress of the troubleshooting process. In the meantime, we’d really appreciate if you can use our contact form to reach out to us about Facebook for WooCommerce in case we need more information.

You can click here if you’d like to proceed.

Best regards,
Pit

Hey @rwky ,

Thank you very much for contacting us! Sorry to hear our plugin is causing this issue on your end.

Our team is working with Facebook to further investigate and resolve this issue the soonest possible. In the meantime, it would be really helpful if you could let me know if you’ve encountered any other errors in your sites relevant to this case? Also, would it be possible to let me know a bit more regarding what steps you’ve followed prior to encountering this issue?

Looking forward to your response.

Best regards,
Pit

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

Hey @nimonogi ,

Thank you very much for reaching out to us! Sorry to hear that our plugin is causing you this issue!

Our team is working with Facebook to further investigate and resolve this issue the soonest possible. We’ll make sure to reach out to you as soon as more information is available. In the meantime, I’d really appreciate if you can let me know if you’ve encountered any other errors relevant to the reconnection issue that you’re currently facing?

Looking forward to your response.

Best regards,
Pit

Hey @thermalstudios ,

Thank you very much for reaching out to us! Happy to help with this case.

Based on the error message, it looks like the plugin wasn’t able to find part of our shared plugin framework during the update process. This framework should be included with the plugin upon update, though it can sometimes go missing if files have been cached. The newly installed files were likely not picked up correctly.

We’ve noticed that uninstalling and reinstalling the plugin fixes the caching issue, so could you please let me know if after taking that action, the error persists on your end?

Looking forward to your response.

Best regards,
Pit

Hey @l0l0l ,

I’m sorry to hear that our plugin is causing you so much trouble with syncing your products. We’re getting closer to releasing the new version that is aiming to resolve a big number of these issues. In the time being, would it be possible to further clarify to me if the following information?

I cant delete the auto catalog but I have no other page or shop button
I think thats part of the problem

You said that you’ve been unable to delete the automatically created catalog. It’s possible that the catalog you’re currently using isn’t connected to your current Facebook Shop. Would it be possible to let me know if you’ve encountered any errors when going through the setup process?

Also, could you please share with me your site’s status report? You can find it by navigating at WooCommerece > Status > System status > Get system report. You can copy and paste the text generated to your next response.

Looking forward to your response.

Best regards,
Pit

Hey @brandingaddicted ,

Thank you very much for your swift response. I’ve taken a quick look at your plugins and there are a couple of them that we can try deactivating temporarily and see if it helps with this error you’ve encountered:

– SG Optimizer: Optimizing plugins can sometimes cause similar errors since they make changes to the way code is generated by plugins. I’d recommend deactivating temporarily and see if that helps with Facebook for WooCommerce.

– WOOF – Products Filter for WooCommerce: This is another plugin that could be causing an error. I took a look at its features and it seems that there’s an option to include Products searching by AJAX. We’ve noticed an error with another plugin that was implementing a similar feature, so I’d recommend deactivating it temporarily and see if it works as expected.

If none of the above are the culprits, then I’d recommend following this guide on conflict testing to try and identify what may be causing this issue.

Would you please let me know if the above are helpful? Anything else I can help you with?

Best regards,
Pit

Hey @brandingaddicted ,

We’re really sorry for our delayed response! We’ve seen an unexpected rise in our traffic this week that has impacted our response time! Happy to help troubleshoot this issue.

First, would it be possible to let me know if you’ve been able to regain access to your site? Does the front-end of your site work as expected or are you’re still encountering issues with that too?

Furthermore, I’ve taken a look at the code of our plugin and it seems that the error comes from a process that is trying to remove old setting entries from the database. I’m not 100% sure why this issue would be caused right after the plugin has been activated, but it’s possible it’s due to a conflict with another plugin or theme. If you have access to your admin dashboard, could you please navigate at WooCommerce > Status > System status > Get system report and copy and paste the text generated there in your next reply?

Looking forward to your response.

Best regards,
Pit

Hey @mrclayton ,

Thank you so much for stepping in on this topic! Your contribution is really helpful in helping troubleshoot this topic!

@jnairb it seems that this is caused by the use of both plugins in your site. As discussed, we’d recommend deactivating the plugin that you don’t want to use and ensure you’re only using the one that better fits your needs.

Would you please let me know if all of the above are helpful? Anything else we can help you with?

Best regards,
Pit

Hey @karenac78 ,

Thank you very much for your messages and my apologies for my delayed response. We’re experiencing an unusually high traffic currently and unfortunately it has impacted our response time.

As you’ve mentioned, it’s possible that some products or product categories have been disabled to be synced to your Facebook Shop. Would it be possible to confirm for me if all your products have enabled the following setting detailed here? If not, would you kindly enable it and see if the products start syncing as expected? It may take a few minutes before you see any changes to your product catalog.

If you’ve already proceeded with the above, let me know in order to further investigate if there’s something else that could be causing this issue.

Regarding the pictures not showing to your Facebook Shop, it’s possible that they don’t meet the specifications required by Facebook. This is a great article if you’d like to find out more regarding the product images specifications.

Would you please let me know if all of the above are helpful when you have a chance to test them?

Looking forward to your response.

Best regards,
Pit

Hey Doron @digidigiweb ,

Thank you very much for reaching out to us! Happy to help with your questions!

Right now, I can confirm that we do not include the parameters indicating that someone in California has opted out of this.

At the moment, we don’t have any immediate plans to integrate these parameters. However, we’re always happy to collect feedback on this. As such, I’ll make a note for my product team that this has been requested and we’ll keep an eye out for similar requests and see what that means for our product roadmap.

In regards to the link you’ve shared with us, I’ll make sure to include that to my note for my product team’s consideration. Thank you very much for bringing this up to us!

Is there anything else I can help out with here? Please don’t hesitate to let me know.

Thanks so much!
Pit