Simon

Hey @bilievesser,

As we’re continuing to troubleshoot this via email, let me close this off for now. Thanks so much for reaching out directly!

Cheers,

Simon.

Hey @wrapyourbaby,

It has been a while since we heard from you, so I’m going to mark this topic as resolved. We’ve reached out to the Facebook team to take a look at this ongoing issue and hope they will have some news for us soon!

It may be possible to work around this problem in the meantime by adjusting an option in the database. If you’d like to give this a try, please do let me know.

For any other questions or issues, please create a new thread.

Cheers,
Simon.

Hey @cmgeoogz,

Sure! If you submit a support request via our support form, and mention my name, your handle that you use here (cmgeoogz) or come back here to let me know the conversation ID, I can then keep an eye out for it!

Then once I reply you can send over the log file in private!

Could you let me know when you have a chance to do that?

Cheers,

Simon.

Hey @beeswaxcandlesuk,

It has been a while since we heard from you, so I’m going to mark this topic as resolved. If you’re still experiencing issues please take a look at our documentation for more information and create a new thread if you have further questions.

Thanks,
Simon.

Hey all,

It has been a while since we heard from you, so I hope Facebook have been able to assist.

I’m going to mark this topic as resolved. If you’re experiencing any other issues please take a look at our documentation for more information and create a new thread if still stuck!

Thanks,
Simon.

Hi @cmgeoogz,

Thanks for confirming the feed file upload worked! There is still the outstanding problem with the API not syncing as we’d hoped, and the potentially missing schedule from the catalog.

Without looking at this more closely, I can’t quite say why this might be occurring for your store setup as I don’t have a complete picture of the WooCommerce product settings, the assets that were chosen during setup, or the Facebook catalog information. If there are no errors in the log file and the sync request is being made for all variations, there shouldn’t be much else that our plugin can do at that point. If the correct catalog was chosen during the connection process, then that will be the one the plugin will use to sync with as well.

If you’d like me to take a closer look at the log, then please do let me know by raising a request via the support form. If you’re happy with the manual upload for now, that’s no problem either!

Could you let me know how you’d like to proceed?

Cheers,

Simon.

Hey @cmgeoogz,

Thanks for following up! I think the missing Variation ID’s is definitely suspect. I’d like to see the debug log to see what errors are thrown when that product tries to sync.

The debug log can contain some private information, so if you’d like me to look into that further, and for you to send us this log securely, please could you raise a support request via our support form? Please make sure to reference your handle here, my name, or please come back to let me know the conversation ID so I can keep an eye out for it!

We can then also run through the steps of setting up the feed file sync and confirming there isn’t one already there. In the meantime, if you want to perform a once off update of the products with our generated feed file, you can do so also. Please login to the Facebook Catalog Manager, navigate to Catalog > Data Sources and select the WooCommerce Data Feed and finally Settings tab. Here there should be a way to upload the file as a Single Upload: https://cloud.skyver.ge/NQu1D5Xo

Could you let me know how you get on with the file upload if you give that a try, and also if you submit a support request to us directly for the log file?

Cheers!

Simon.

Hey @sibony88,

Awesome, thanks for letting us know! It sounds like that did the trick and you’re now connected again.

Any other issues, don’t hesitate to reach out, we’re always happy to help! ??

Cheers,

Simon.

Hey @cmgeoogz,

Awesome thanks for the additional information.

Where I can find and check the product_catalog_<unique_string>.csv?

This can be found in the plugin uploads directory on the server. So typically this is at ~/wp-content/uploads/facebook-for-woocommerce/

From what you’ve said so far, I think the main confusion is coming from the difference between the catalog items, and the count in data sources. The new plugin has the ability to sync directly via the API, as well as sync via the feed file. I think that only the feed file updates would be counted under data sources, though you should certainly see the items in the catalog at Catalog > Items when the API syncs.

It may also be the case that if you are installing this on a fresh site with v2 for the first time, it may not have created you a feed file schedule within your Catalog Manager. The Facebook connection process previously took care of this (As we don’t have access to do this within the plugin) and now that we’re using their latest API, we’re using the new connection process too.

That said, the feed file isn’t absolutely crucial to have running at the moment, though it’s certainly possible to add it back in manually. If you’d like to do this, we’ll need to find your unique feed file URL, and then run through the steps to add it via Catalog Manager. Finding your unique feed file URL requires a small code snippet to be run so that it can display the output on the plugin settings screen, please let me know if you’d want to go ahead with this!

Based on the above, I think this explains why you’re seeing the product added in Catalog > Items and it wouldn’t show up under data sources.

One of the product still not included in the catalog . I checked the product if this may be due to empty prices, being out of stock, or being virtual products but there is nothing wrong or issues to it.

Can you also confirm for me that the product was set to either Sync and Show or Sync and Hide? If it’s set to Do Not Sync, then the API would skip this during processing, and it would not be added to your catalog.

Cheers!

Simon.

Hey @cmgeoogz,

Thanks for the further information. From what I can gather so far, the API sync doesn’t appear to be working, so we would definitely want to look at reconnecting the plugin to try and resolve that.

Secondly, it looks like you may have a different plugin generating your feed file than ours. cha.xml isn’t what I would expect for our own feed file, instead it should be called product_catalog_<unique_string>.csv. I’m afraid I can’t say why this might be failing as it doesn’t appear to come from our plugin, though I’d be happy to continue looking at the API connection to get that resolved for you.

To start with can you please navigate to WooCommerce > Facebook and click the Uninstall link. It should be next to the Manage Connection button if you are already connected. If you only see the Get Started button instead, then this will need to be clicked to start the connection process.

When you click Get Started you should be taken to Facebook’s connection app, and it will allow you to choose the assets you’d like to manage (page, catalog, pixel etc.), eventually redirecting you back to your site admin. When you reach this point, the plugin should perform a full product sync in the background, so it’s worth then logging into Catalog Manager to see if any new products have been added to your catalog.

Could you give that a go first and let me know how you get on?

Cheers!

Simon.

Hi @fcrowe,

I had another update this morning from the Facebook team. They’ve said that they’re looking into providing more information for this error in a future release, such as showing the affected URL and the parameter/what is wrong with it. Though they did also mention that even with some additional details, we would not be able to solve the problem, as it can be at the platform level. I hope the additional information would let us try and workaround it though!

They weren’t able to pass along an expected date for release, though did mention that they usually see some features/improvements added after the holidays.

It seems that at this moment, we’ll need to wait for this release before looking at the Invalid Match Content parameter further.

Cheers,

Simon.

Hi @fcrowe,

Thanks for passing on the information! While it’s true that we include the tracking in the plugin, and therefore it’s considered a third-party integration, the error messages are occurring in the events manager which we have no control over. I would love to know what event message caused the error to appear so I could help troubleshoot further. The Facebook team have said they can’t provide any further information due to privacy concerns. I would really like to get this problem solved though as quite a few merchants are encountering it!

We log all the outgoing messages for the Server to Server event tracking within the debug log of the plugin. We can also use the Test Event tool, HTML inspection, and Pixel Help Chrome Extension to see the parameters that are being tracked from the front end too. We’ve checked each one of these areas for incorrect or invalid messages and do not see any wrong or missing data.

In my email with the Facebook team, they mentioned that they have been able to see an issue in only a small fraction of logged events for the merchants they looked into. As the plugin tracking code is the same for all events, it seems to suggest there is something causing an error for a particular customer or browser/user configuration that we can’t replicate in testing.

Ideally, we need Facebook to be able to share the message that caused the notice to be shown in their event manager frontend. Or, if they can help provide a unique ID relevant to the specific event that caused the error to appear, we can look that up in the plugin logs too! As I don’t know what validation their system is running, what event caused the notice to appear, or in what conditions the notice should appear, we’re a bit stuck from this side.

That said, they mention that the pixel should be inserted into the page directly. From my previous email with their team, they verified that the error only appears for “Server to Server” events, not front end pixel events. In this case, this is using their server to server API for event tracking.

It would be great if you could ask them to confirm why the server to server API might be causing this notice to appear? And, hopefully, if they can share with you the event message that failed their validation?

Cheers!

Simon.

Hi @pandeskapl,

Thanks for giving that a go. To confirm that the new external_business_id has been put to use, we’ll want to enable debug logging in the plugin settings, and then try to reconnect. To confirm, you are still seeing the Invalid Parameter error as a red error notice on the plugin settings screen, is that right? Is this immediately after reconnecting or only when navigating to the messenger tab?

To enable debug logging, please navigate to WooCommerce > Facebook and enable “Log plugin events for debugging“. Then please try to reconnect to generate the error, or navigate to the messenger tab if this also shows the error too.

We’d then need to take a look at the debug logs themselves. These can be found at WooCommerce > Status > Logs and looking for the facebook_for_woocommerce log with today’s date. There may be private information included in these logs, and so if you’d prefer, you can email us the log file by first raising a support request at via our support form. Please be sure to mention my name, your handle, or the topic URL so that I can keep an eye out!

Could you let me know when you have a moment to run through that test?

Cheers!

Simon.

Hey @xiaobijou,

Let me close this topic as we’re now working via the email thread to look at this further. Thanks for reaching out directly!

Cheers,

Simon.

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.