TikTok

@jethrohazelhurst @schero86 please update to the latest version of tiktok for woocommerce (v1.0.4) and let us know if your catalog syncs. There was an update in this version to address the syncing issue. If not, we can revisit the logs from this latest attempt and continue to troubleshoot.

@jhonb re: the event not showing up, can you please update the your plugin and see if any events being recorded? If not, please pull the logs (tiktok_for_woocommerce) so that our team can review.

Regarding the test you just ran, we would need a quick screen recording so that we can send to the team for review.

@mylivcase we did not receive a mail – can you please resend?

There are 3 things that you can check / try:
1. Can you please ensure that you have disabled any active browser and/or third party ad blockers? (it appears per the above that you’ve already tried this)
2. If this does not work, can you please try the installation from a different browser than the one you are currently using?
3. Can you check if you have any active optimizer extensions running? We’ve seen a few cases where some of these were blocking the initial landing page of our extensions
4.If the above 3 options do not solve the issue, we’d recommend you try a different device to login to your wp-admin and attempt installation. Based on past cases, we believe that this screen is caused by local configurations on your network, browser, or device which we don’t have insight into.

@brentreyno @allancaeg @jhonb – the team just released version 1.0.4 of the plugin with fixes for the catalog sync issues. Please update / install your plugin and retry your catalog sync.

@brentreyno similarly, we aren’t seeing any references to catalog or SKU’s in the logs that you sent above. Can you please search for your tiktok_for_woocommerce logs that contain references to catalog or SKU and send over?

Also, regarding your current catalog, can you confirm:

– Your plugin dashboard management page still says 0 products synced
– Your catalog manager still has 8 product synced
– The total number of products that you are expecting to be synced.

@allancaeg the team was able to identify the issue – there are no products listed in your catalog because the sync failed due to an issue with the price field in your current catalog. They are working on a fix and will likely deploy an updated version of the plugin next week so no further action on your side.

@allancaeg – thanks. Can you pass along the other days afters this one that have references to catalog as well?

Hi @jethrohazelhurst – alternatively, you can send to [email protected]

@capitancapo @mylivcase

If you are comfortable, would you mind granting the technical team here temporary admin access so that we can see if we are able to at least begin the install process? This will help identify it is is a local / browser setting issue.

If so, please send an email to [email protected]. Thank you for your patience as we work through this issue with you

Hi @jethrohazelhurst can you please send the full logs so that the team can review?

– Select WooCommerce on your sidebar menu
– Select Status in the Woocommerce menu
– Select Logs tab within Status menu
– Type in “tiktok_for_woocommerce” in the search bar menu and select view.
– Copy the entire log (drag and select all the way to the bottom of the screen to ensure you select and copy the full log)
– Paste and attach the logs in a .txt file.

Thanks

Hi @allancaeg – searching your log file, we don’t see any references to catalog. Would it possible for you to pull logs for the day you installed the plugin if they are still available?

Hi @kelvindijk ,

Thank you for sending the video.

Can you please confirm that you are using / have installed version 1.0.3 of the plugin?

Also, the logs that you provided in the most recent dropbox link appear to be incomplete. Can you please pull the full logs for tiktok_for_woocommerce so that the technical team can review?

These are the steps:

– Select WooCommerce on your sidebar menu
– Select Status in the Woocommerce menu
– Select Logs tab within Status menu
– Type in “tiktok_for_woocommerce” in the search bar menu and select view.
– Copy the entire log (drag and select all the way to the bottom of the screen to ensure you select and copy the full log
– Paste and attach the logs in a txt file.`

Hi @mylivcase and @capitancapo – I see the content blocker is disabled but do you have third party cookies enabled as well? Majority of our cases have been resolved by double checking both third party cookie and all ad blocker issues.

If you’ve confirmed that third party cookies have been enabled and and that all ad blockers have been disabled, can you please try on a different browser and let us know if you experience the same issue?

@allancaeg Thank you for the feedback.

Regarding the navigation issue, the new versions of WooCommerce require you to disable new navigation settings to see the plugin.

– Navigate to WooCommerce > Settings > Advanced > Features
– Un-check the “Navigation” option, and save the changes.
– You should now see “TikTok” under the “Marketing” tab and initiate your setup.

Regarding the issues with your catalog syncing, can you please pull the logs for tiktok_for_woocommerce so that the technical team can review? These are the steps:

– Select WooCommerce on your sidebar menu
– Select Status in the Woocommerce menu
– Select Logs tab within Status menu
– Type in “tiktok_for_woocommerce” in the search bar menu and select view.
– Copy the entire log (drag and select all the way to the bottom of the screen to ensure you select and copy the full log
– Paste and attach the logs in a txt file.`

@mylivcase @capitancapo

We’re sorry to hear that you are experiencing issues with installation.

Can you please verify via screenshots that you’ve enabled third party cookies and have disabled ad blockers?