After update its broken

Hey @mofenx,

Thanks for taking the time to leave this review – I’m sorry about the error messaging you’re encountering! We’d be happy to help troubleshoot with you to resolve this problem.

Would you please share where in WooCommerce you’re seeing that error and when it occurs? That should help us in our attempts to replicate the issue.

If you’d prefer to communicate directly with our support team, please click here to get in touch with us. We’d love a chance to make this right here!

Cheers!
Lindsey

Hello @skyverge ,
the error appears on:

1)
Woocommerce -> Integration -> Facebook for Woocommerce -> Checkbox “Enable Product Sync” -> Error “There was an error trying to sync the products to Facebook. Product sync is disabled.”

2)
Also if i click on the “Manage Connection” button there appears a pop up from facebook (“Facebook business settings) with a yellow error alert:
Catalog Can’t Be Synced.

We also dont want to try disconnecting the account because facebook warns us that everything will be lost.
We have product ads running and marked products on instagram posts. We would need to recreate all of those again.

• This reply was modified 4 years, 10 months ago by mofenx.

Hey @mofenx,

Thanks so much for sharing that. As we needed to solve a security issue with the latest release, we’ve had to temporarily remove some of the features we added to the plugin previously. This would only take effect once the underlying access token expired though.

From what you’re currently seeing, I think this may be the case. Rather than disconnecting the account, it should be possible to reconnect the catalog from the Manage Connection screen.

To confirm if this is indeed what’s happening, are you seeing any notices when you attempt to update a product from the edit product screen? Also, could you please open the Manage Connection button and then click the Advanced Options tab link. Is there a Reconnect Catalog option available here?

Cheers!

Simon.

Hello,
thank you for your answer.

If i click on “Manage Connection” i get the facebook business settings popup and im in the “ad settings” tab.
When i go to the “advanced options” (everything translated from german so i dont know if its 100% the same in english) there is a section where it tells me that there are undefined products.
I made a screenshot. Its on the bottom -> Screenshot 1.
If i click on show (Anzeigen) it redirects me into the “Your products” tab and it only displays me a white screen.

If i edit a single product it gives me two alerts:

Alert one:
“Heads up! Catalog visibility settings have been temporarily removed as we migrate to a more secure experience. To remove products from your Facebook catalog, please disable syncing to Facebook for the product. Learn more”

Alert two:
Heads up! Product sync is temporarily changed as we migrate to a more secure experience. An automated sync from Facebook will run every hour to update the catalog with any changes you’ve made. Learn more

Screenshot 1
https://ibb.co/4p77mMG

Best wishes
Moritz

Hey @mofenx,

It certainly seems like you would need to reconnect the catalog given those notices displayed in WooCommerce, though your pop-up setup page looks slightly odd!

The only time I’ve seen it display like that, where it fails to load the shop page name, pixel, and has undefined products, is when there has been an ad blocker, or script blocker running. A recent merchant found this was the case when using Firefox with the Facebook Container add-on.

To see if there may be something interfering with the loading of this pop-up, could you please try to click the Manage Connections button again from a different browser, or a private/incognito browser window?

Cheers!

Simon.

Worked in Chrome! ??
Thank you!

Hey @mofenx,

Ahhh, that’s perfect! Thanks so much for letting me know. Out of interest were you running the latest version of Firefox? Or Firefox Container?

In any case, I’m very pleased we could get that working for you, and thanks so much for updating your review! If there is anything else we can assist with, we’d be happy to help ??

Cheers,

Simon.

Hey @skyverge ,
i used firefox 75.0 with facebook container activated.
I think its the facebook container which would make sense now.

Thanks again for helping me!

Hello @skyverge ,

We have the same problem as above, the message shown on our dashboard = Heads up! Facebook for WooCommerce is migrating to a more secure connection experience. Please click here and go to Manage Connection > Advanced Options > Reconnect Catalog to securely reconnect. Learn more.

We normally work with Chrome so I tried a different browser (Firefox 75.0) and also Edge but we are not able to reconnect. There is no ad-blocker activated only a Facebook Pixel Helper.

Do you have any idea why we are no capable to reconnect the catalog ?

Best Regards, Eugene

Somebody also shared a video with the problem:

Here’s a short video of the issue https://drive.google.com/open?id=1I77Orgf0_oBTubpBXsaDNbFC2aFp1t6F

Hi @lifestyletrading,

Facebook have let us know that there was an issue with the reconnect button from the pop-up wizard, though it should have been resolved. I notice your reply came in around the time they told us it should have been fixed!

Could you please try this again today and let me know if you are still seeing the same issue?

Cheers,

Simon.

Hello Simon,

Sorry for the late reply.
We tried to re-connect again and everything is working ok now.

Issue is solved.
Thanks for your help.

RKind Regards, Eugene

Hey @lifestyletrading,

That’s great news! Thanks so much for letting me know. If you have any further issues with the plugin syncing or connecting, do let us know! We’re always happy to help.

Cheers,

Simon.

Hello,

I’m having the exact problem after the last plugin update. My Facebook store is not syncing new products, or any modifications.

I have tried: deactivating the plugging, deleting some items from the Facebook store (I haven’t been able to get them back up), went to “product data sources” and schedule a new update… But it’s only uploading 11 items, when I have 14 items in my store.

Please, help!
Thank you,
Jen