Simon

Hey @koolpal!

Thanks so much for writing in with your question. It sounds like we may need to get our developers to look into this further, but before I do, would it be possible to share a few additional details so I can relay this to them correctly?

You mentioned that you only noticed this when exporting your product data list, was this through the built-in WooCommerce product CSV export/import feature? Or did the SKU appear as “product id – blank” on the variation edit product screen as well?

Thanks so much for your time reporting this, it’s really helpful! I look forward to hearing back from you so I can pass this on to our developers if there is nothing I can suggest.

Cheers,

Simon.

Hi @vciulla97,

Thanks for letting me know, it’s great to hear that the reconnection process went through okay. I’m sorry to hear that Facebook have flagged your products for manual review. During the transition to v1.11, we had to revert the previous sync process due to a security issue that Facebook found with the previous API connection. This meant that the catalog had to be reconnected and recreated, which probably caused the last manual review (as the products were re-uploaded as fresh).

With our latest version, we were then able to move back to the API sync once again, as Facebook released their very latest API for us to use. This also meant needing to reconnect and potentially switch catalogs, which might be why you’re seeing the manual review again.

I’m sorry for this constant back and forth and it triggering Facebook’s manual review process. We don’t foresee any more changes to this now that we’re on Facebook’s latest API, and I’m sorry for the frustration this must have caused.

If you have any issues with the review process, Facebook would be best placed to assist you there. That said, Is there anything else I can help out with in terms of the plugin sync process?

Cheers,

Simon.

Hey @mayaelena,

Thanks for confirming! So to clarify, you’ve reconnected with our latest plugin version okay, but the last successful sync was from before this on August 19th. In which case, what we’d want to take a look at is if the feed file is still being generated okay, and what the debug log messages look like for an API sync attempt.

To start with, when you log into Catalog Manager, and select the active WooCommerce catalog. It should be possible to click Catalog > Data Sources > and select the WooCommerce Data Feed. If you then click Settings, and scroll down to Schedules, do you see a “replace schedule” listed at the moment? Are there any errors in the Overview tab from the recent sync history too?

Then we can also take a look at why the API sync hasn’t worked correctly. If you navigate in your WooCommerce store to WooCommerce > Facebook, please make sure the debug logging option is enabled. You can then browse to the edit product page of a product that is missing, and click the update button. You don’t need to edit any of the product data, it should still perform the sync process!

Once that’s been done, please could you send over a log file which is visible from WooCommerce > Status > Logs, looking for today’s date on the facebook_for_woocommerce log files?

Cheers!

Simon.

Hi @mayaelena,

Thanks for writing in with your question, I’d be happy to take a closer look for you.

With the latest version of the plugin, it should still generate a feed file on your server that Facebook will use to sync the products hourly. However, we’re also able to leverage Facebook’s latest API with the newest release, and that will also sync a product immediately as soon as it is created, updated, or deleted.

Are you finding that there are some products missing from your catalog, or are you not seeing newly created products sync across?

Cheers!

Simon.

Hey @nikkiwraith,

I’m so sorry for the trouble connecting your Instagram account! The connection of the Instagram account to Business Manager would typically be handled through the Facebook front end, rather than something our plugin could control. Though I’d be happy to see what I can suggest getting this resolved for you!

You mentioned that when you were using the latest version of the plguin (which would use Facebook’s latest API for the connection) that you were able to change the IG account, but then the process halted with a generic error message. Was this the “Oops!” error message, or was it another?

It would be super helpful if you could share with me a screencast, or some screenshots of these errors so that I might look into them further, and see if I can test the same locally.

Would be able to share that here, or would you prefer to share them privately?

Cheers,

Simon.

Hey @binchliffe,

Thanks for getting in touch! A lot has changed with the most recent release of the plugin, as Business Manager is now a requirement to connect the plugin. This opens the door to managing multiple pages and pixels however!

As your issue sounds slightly different to the original poster here, could you please create a new topic so that we can focus on your issue specifically, as per the forum guidelines?

When you do, it would also be great if you could let us know what version of the plugin you’re currently running and what options you have when running through the setup wizard. The previous version of the plugin only allowed personal ad accounts to be selected, but with v2 you should be able to choose any pixel that is managed by your business manager account!

Cheers,

Simon.

Hey @austenite,

@tamarazuk gave me a nudge here, so sorry for the delay! The latest news I have is that most of the initial problems with the “Oops!” error should have been resolved. A lot of merchants have now been able to reconnect their accounts, so it would be great if you could give it a try!

That said, there have been some follow-up errors usually relating to permissions on the account that might mean you see an error on the WooCommerce connection page after completing the Facebook setup.

In regards to the multiple system users problem, as far as I’m aware we’re still waiting on a Facebook fix for that so only one is created.

Could you please let me know if attempting the connection works any better today, and if you see yet another business user created?

Cheers!

Simon.

Hi @wadeharman,

I’d like to try and resolve the settings page first, as at least then you have the option to disable it and bring your store back to normal first. Then we can take a closer look at why it might be affecting the output of the page and not allowing the interactions to behave as expected.

I’ve just noticed that Facebook looks to have adjusted the setup wizard once more since we release version 2. To make sure your account is completely setup as they expect, would it be possible to run through the setup process one more time for me with their latest changes?

To do this, please navigate to WooCommerce > Facebook and click the Uninstall link next to the Manage Connection button. This resets the data in the plugin on the WooCommerce side and revokes access to the account on the Facebook side. This should refresh the page and allow you to select the Get Started button again.

Please could you then click that Get Started button and run through the connection process, making sure to select the correct accounts, pages, and catalogs before completing the connection.

Could you let me know when that’s been done and if it allows you to access the Messenger Chat settings tab again?

Cheers!

Simon.

Hey @cross1604,

Awesome! Thanks so much for doing that. I’ve just replied back to the email now if you could send over the screenshots and we can troubleshoot it further for you.

Cheers,

Simon.

Hey @cross1604,

I’m sorry to hear that! Which URL did you use to request support? Was it the Facebook Concierge support through business manager?

Unfortunately the WordPress forums don’t allow for attachments. I would suggest using a screenshot sharing site such as imgur.com or snipboard.io.

Alternatively, if you’d like to provide this in private, then you may reach out to us via our support form where we can reply back via email to receive the attached images. Please mention your WordPress username, or this topic URL so I can keep an eye out! ??

Cheers!

Simon.

Hi @wadeharman @hiuwailin2 @ireeps,

I’m sorry for the frustration that the new update is causing, I’ll be happy to look into this further for you, or help gather the necessary information to contact Facebook directly.

The messenger chat function would typically be related to an issue with the Facebook messenger library, as the plugin will use the generated system user to allow setting these options within WooCommerce, however, the function of the chat itself is loaded from the Facebook front end scripts.

The “Error on managing Facebook Business Extension” sounds like there are still some permission issues on the system users the Facebook API created to allow us to control these settings from within WooCommerce though. Would it be possible to share a screenshot of this error so that I can confirm this is happening within Business Manager?

During the connection with v2 it should have allowed you to select which pixel, and ad account would be used for the new business manager connection. As Facebook migrated the connection to use Business Manager, personal ad accounts would not be available unless they were first moved to your business manager account. This might explain why the setup process created a new ad account instead. Were you able to select the previously used pixel during this setup process though?

I’m also sorry that our support team has not met your expectations too. We’re working our way through all support requests in this forum as fast as we can. If we’ve missed a request from you previously, I do apologize! If you could let me know, I’d be happy to look into that as well for you.

I look forward to your reply so we can progress this further! Could you let me know when you have a moment to share this additional information?

Cheers!

Simon.

Hey @kaiod!

Thanks for creating a separate topic for this, that’s a great help to keep things on track.

To start with, could you please let me know where you are looking for your Instagram account link? Is this from within the Catalog Manager or are you viewing a settings page from within Business Manager? If you can send over a screenshot of this, that would be a great help!

By what you’ve said in your post, it sounds like this was previously connected to the shop page prior to reconnecting with v2, is that right?

Cheers,

Simon.

Hey @kaiod!

Thanks so much for getting in touch. It’s certainly strange that you are only able to sync 2 products out of your store, as it should use the same underlying sync function for all products! Perhaps there is some settings specific to the unsynced products that could be causing this.

To start with, could you please confirm that the un-synced products:
– have a valid price (not 0.00) or Facebook price specified
– is not a virtual product
– is not excluded from sync by category or tag
– is currently set to “Sync and Show” or “Sync and Hide” for the Facebook sync status
– is currently in stock

If any of these options are not correct, then the plugin will not be able to sync the product.

@rgarcia045 to be sure your issue is the same as the original poster, could you also please confirm the above?

Cheers!

Simon.

Hi @cross1604,

Thanks for raising a support request about the ongoing issues, I’d be happy to look into this further for you.

We were informed that Facebook released a fix for the connection issues that were seen immediately after the new plugin version release, and a few of the merchants who tested after this were able to connect without a problem! So I am sorry that the issue hasn’t solved the problem for your store too. I’d be happy to gather some additional data to relay back to the Facebook team for them to confirm.

Could you share some details about what you see when you try to connect now? It sounds like you are still seeing the “Oops!” error screen that was happening previously. Any screenshots, or replication steps you can share with me here would be a great help.

@ragzyb I’m not sure if what you’re describing is the same issue as the original poster here. It sounds like you have been able to connect and are experiencing issues connecting your Instagram account from within business manager, is that right? If so, I would suggest to create a new topic so that we can focus on that problem for you and see what we can suggest. The plugin’s main purpose is to sync products from your WooCommerce store to your Facebook catalog, and install the chat and pixel tracking too. Connecting and linking Instagram accounts is handled by Facebook and so it might be worth reaching out to them directly. We’d be happy to take a look though to see if there is anything we can suggest, or advise on what information to gather before you do contact them!

@hiuwailin2 I’m very sorry that we did not meet your expectations here too. We’re constantly looking to improve upon the plugin and using the very latest Facebook API to bring back our improved product syncing, catalog visibility, and Server to Server event tracking, was a way to do that. Unfortunately, this did come with some connection issues that were account-specific that weren’t seen during testing. If you’d like to raise a new topic to request support for what you’re currently seeing, we’d be happy to take a closer look.

I look forward to hearing back from you @cross1604! Could you let me know when you have a moment to share some extra information?

Cheers,

Simon.

Hey @kosmikkreeper!

Thanks so much for writing in with the issue. We can sometimes see an issue similar to this when the site has cached some of the framework files we use in our plugins. Instead, it hasn’t loaded the latest framework at the right time! We typically don’t see it cause any problem with the running of the plugin after that, though I totally understand it’s not ideal receiving these warning emails.

One quick option to make sure the plugin is working okay is to reinstall it one more time. We typically see this will not generate the error again and continue to work as expected.

Would it be possible to give the plugin a reinstall and let me know if you are still seeing the error afterward?

Cheers!

Simon.