Cannot connect to Facebook

Just to clarify, the problem only started when we updated to Facebook for WooCommerce 2.0.1. The previous versions were fine as far as connection was concerned.

Agree, same problem and receive a sentence state “Something went wrong when connecting to Facebook!“

same issue here

same issue

https://www.lepetitgourmet.it/lpg/uploads/2020/08/Schermata-da-2020-08-20-12-17-40.png

same here

Hi @xiaobijou,

Thanks for reaching out about Facebook for WooCommerce! I’ll be happy to help.

As a first step, could you please click on “Manage Connection” Under WooCommerce > Settings > Integrations > Facebook for WooCommerce and double-check that the Messenger functionality is currently enabled in your account there?

@hiuwailin2, @ireeps, @eumene, @loveloveskill,

I’m sorry to hear that you’re also running into this issue! Per the forum guidelines, would you please start your own topic so that we can keep things organized and provide individual assistance? We’ll be more than happy to help each of you there ??

Thanks,

Jennifer

I don’t see it at the location that you specified. There is however a tab “Facebook” under “Woocommerce” and all the settings are there. When I try to enable the Messenger there, it says “There was an error communicating with the Facebook Business Extension. Click here to manage your Messenger settings.” And when I click on Connection under the Connection tab, it gives me “Error on managing Facebook Business Extension
Please set up Facebook Business Extension first before managing settings.
Return home”

Hi @xiaobijou,

I’m so sorry for the typo there – you are correct, this should be located under WooCommerce > Facebook. Regarding the error that you’re seeing, this is typically related to a permission issue on the Facebook side of things. Would you be able to log in through Facebook and make sure that your pixel, page, catalog, and Business Extension are all under the same Business Manager account?

Thanks,

Jennifer

Hi Jennifer,

As far as I can tell, they are all located under the same Business Manager Account. Also, despite the error message after clicking Manage Connection, when I click on the Catalog and Business Account Manager links below, I am able to access the correct page on Facebook.

I am just seeing errors when clicking Manage Connection and the Messenger tab. As a result, I cannot turn on the Messenger.

Hi @xiaobijou,

Thanks for clarifying that for me. We are still working with the Facebook team on getting some of these issues resolved, though in the meantime, I would like to run this by our engineering team to see what we might be able to do for now to help you get up and running with this. Once they’ve had a chance to look over this for you, I’ll be back in touch with an update.

Thanks,

Jennifer

Hey @xiaobijou,

Thanks for answering all our questions so far, that’s been a great help. We’d now like to take a look at the debug log after trying to generate the error. This could be done by navigating to WooCommerce > Facebook and making sure debug logging is enabled. Then navigate to your messenger tab to generate the error notice that you’ve seen. Finally, you can disable debug logging again if no longer required.

The debug log can then be found at WooCommerce > Status > Logs with the facebook_for_woocommerce log that has today’s date.

If you’d prefer to share the log with us privately, as it may contain access_token and ID information specific to your business, please could you raise a support request via our support form. This would then let us gather further information that the Facebook team could look into ti help diagnose this further.

Could you let us know when you have a moment to run through this test, and if you’ll be sending the log to us directly via our support form?

Cheers!

Simon.

Hi,

I am posting here so you can take a look. Thanks.

09-10-2020 @ 19:30:39 – Could not display messenger settings. OAuthException: (#33) An FBE installation does not exist for the business with ID skye-5f2baef0c0757 or you do not have permission to see it
09-10-2020 @ 19:44:15 – Request
Request
method: GET
uri: https://graph.facebook.com/v7.0/341794993080467?fields=name
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body:
duration: 0.67853s

09-10-2020 @ 19:44:15 – Response
Response
code: 200
message: OK
headers: Array
(
[etag] => “95ffee4229e8e57a822e5d18e9711881688d52d9”
[x-business-use-case-usage] => {“341794993080467”:[{“type”:”ads_management”,”call_count”:1,”total_cputime”:1,”total_time”:1,”estimated_time_to_regain_access”:0}]}
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002649521
[access-control-allow-origin] => *
[cache-control] => private, no-cache, no-store, must-revalidate
[x-fb-trace-id] => CC1uwcZcq9q
[x-fb-request-id] => A7qvNdRaEgYgojnhVjTTxDP
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => II8GGUh6tdCUOFTp7my+jMk3ZwdahaZV++ibHYjOPdRu/TRhLp7pVRNv2ztCwm289PCH+kYSzFyDn0iTA7n8Cg==
[date] => Fri, 11 Sep 2020 02:44:23 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 52
)
body: {“name”:”SKYE – WooCommerce”,”id”:”341794993080467″}

09-10-2020 @ 19:44:15 – Request
Request
method: GET
uri: https://graph.facebook.com/v7.0/156470165321111?fields=name%2Clink
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body:
duration: 0.47393s

09-10-2020 @ 19:44:15 – Response
Response
code: 200
message: OK
headers: Array
(
[etag] => “ac614d6d46d4d8adccfda11be2027bc905fbfcbf”
[x-app-usage] => {“call_count”:0,”total_cputime”:0,”total_time”:0}
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002649521
[access-control-allow-origin] => *
[cache-control] => private, no-cache, no-store, must-revalidate
[x-fb-trace-id] => BJQkZ5/vDQl
[x-fb-request-id] => Ag-ZiT2YC5conoRon5l2fEm
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => s1yuk5yVggnP0MaIt7m2BIlsvVAtEiUuSJ34wosJgBON82YyloXuRBQiA2sigOr85Zf2g1JRQhpACZk9oLgyFQ==
[date] => Fri, 11 Sep 2020 02:44:24 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 106
)
body: {“name”:”SKYE”,”link”:”https:\/\/business.facebook.com\/business\/156470165321111″,”id”:”156470165321111″}

09-10-2020 @ 19:44:23 – Request
Request
method: GET
uri: https://graph.facebook.com/v7.0/fbe_business?fbe_external_business_id=skye-5f2baef0c0757
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body:
duration: 0.46017s

09-10-2020 @ 19:44:23 – Response
Response
code: 400
message: Bad Request
headers: Array
(
[x-app-usage] => {“call_count”:0,”total_cputime”:0,”total_time”:0}
[www-authenticate] => OAuth “Facebook Platform” “invalid_request” “(#33) An FBE installation does not exist for the business with ID skye-5f2baef0c0757 or you do not have permission to see it”
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002648606
[access-control-allow-origin] => *
[cache-control] => no-store
[x-fb-trace-id] => BEmXOUydW8b
[x-fb-request-id] => AxmW_xv13koiS4wlCKCo_bD
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => FlGUvFZP06E8LTSO2AD7Ba/v1nUsqQXR414BA5kuCEq9pEoUd01RPk4cyeSWeiXQ4QSLFQke0tq1qv729hNneA==
[date] => Fri, 11 Sep 2020 02:44:31 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 221
)
body: {“error”:{“message”:”(#33) An FBE installation does not exist for the business with ID skye-5f2baef0c0757 or you do not have permission to see it”,”type”:”OAuthException”,”code”:33,”fbtrace_id”:”AxmW_xv13koiS4wlCKCo_bD”}}

09-10-2020 @ 19:44:23 – Could not display messenger settings. OAuthException: (#33) An FBE installation does not exist for the business with ID skye-5f2baef0c0757 or you do not have permission to see it
09-10-2020 @ 19:44:23 – Request
Request
method: POST
uri: https://graph.facebook.com/v7.0/2289424774613094/events
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body: {“data”:[{“event_time”:1599792263,”event_id”:”d0b36e45-a73f-4e2d-a34c-3e00653b4be8″,”event_source_url”:”https:\/\/shop-skye.com\/shop\/quincy-18k-gold-pearl-earrings\/”,”custom_data”:{“content_name”:”Quincy 18K Gold Pearl Earrings”,”content_ids”:”[\”190096_9724\”]”,”content_type”:”product_group”,”contents”:[{“id”:”190096_9724″,”quantity”:1}],”content_category”:”New Arrivals”,”value”:”150″,”currency”:”USD”},”user_data”:{“client_ip_address”:”66.249.64.243″,”client_user_agent”:”Mozilla\/5.0 (Linux; Android 6.0.1; Nexus 5X Build\/MMB29P) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/80.0.3987.92 Mobile Safari\/537.36 (compatible; Googlebot\/2.1; +http:\/\/www.google.com\/bot.html)”,”fbc”:””,”fbp”:””},”event_name”:”ViewContent”}],”partner_agent”:”woocommerce-4.5.1-2.0.1″}
duration: 0.50559s

09-10-2020 @ 19:44:23 – Response
Response
code: 200
message: OK
headers: Array
(
[x-ad-account-usage] => {“acc_id_util_pct”:0}
[x-app-usage] => {“call_count”:0,”total_cputime”:0,”total_time”:0}
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002649521
[access-control-allow-origin] => *
[cache-control] => private, no-cache, no-store, must-revalidate
[x-fb-trace-id] => CWuOgrmLmin
[x-fb-request-id] => AERj488EoOFuGD80phEEbly
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => 39+ea/VVDHDt7axdLbPfT0L6fGf32ARTirlHm1wh7FKu6QulIqx2xKZKGkwRSOIDAxyfsopCcrY/qIiKNnk//g==
[date] => Fri, 11 Sep 2020 02:44:31 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 74
)
body: {“events_received”:1,”messages”:[],”fbtrace_id”:”AERj488EoOFuGD80phEEbly”}

09-10-2020 @ 19:44:38 – Request
Request
method: GET
uri: https://graph.facebook.com/v7.0/341794993080467?fields=name
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body:
duration: 0.43918s

09-10-2020 @ 19:44:38 – Response
Response
code: 200
message: OK
headers: Array
(
[etag] => “95ffee4229e8e57a822e5d18e9711881688d52d9”
[x-business-use-case-usage] => {“341794993080467”:[{“type”:”ads_management”,”call_count”:1,”total_cputime”:1,”total_time”:1,”estimated_time_to_regain_access”:0}]}
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002649521
[access-control-allow-origin] => *
[cache-control] => private, no-cache, no-store, must-revalidate
[x-fb-trace-id] => FTw8PbRVSfA
[x-fb-request-id] => Ax_lSZIatAY733d0tECGx4E
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => dNobzry4xG8leoeIIPJ+g8mcQ1CjHC/MVz+ArlbqWoX+5YIlY9pLg3BAbHXrZY0ox3BHomXnwNbAdS5mG+qZVg==
[date] => Fri, 11 Sep 2020 02:44:46 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 52
)
body: {“name”:”SKYE – WooCommerce”,”id”:”341794993080467″}

09-10-2020 @ 19:44:38 – Request
Request
method: GET
uri: https://graph.facebook.com/v7.0/156470165321111?fields=name%2Clink
user-agent: Facebook-for-WooCommerce/2.0.1 (WooCommerce/4.5.1; WordPress/5.5.1)
headers: Array
(
[Authorization] => *****************************************************************************************************************************************************************************************************************************
[content-type] => application/json
[accept] => application/json
)
body:
duration: 0.39233s

09-10-2020 @ 19:44:38 – Response
Response
code: 200
message: OK
headers: Array
(
[etag] => “ac614d6d46d4d8adccfda11be2027bc905fbfcbf”
[x-app-usage] => {“call_count”:0,”total_cputime”:0,”total_time”:0}
[content-type] => application/json
[facebook-api-version] => v7.0
[strict-transport-security] => max-age=15552000; preload
[pragma] => no-cache
[x-fb-rev] => 1002649521
[access-control-allow-origin] => *
[cache-control] => private, no-cache, no-store, must-revalidate
[x-fb-trace-id] => BJ84M375Bo/
[x-fb-request-id] => A9K4rtl7afgReDdz0kdHEgb
[expires] => Sat, 01 Jan 2000 00:00:00 GMT
[x-fb-debug] => G5jXFhJK69fJ4fnQpO2Gi4mk1q4+0lqlHNotJIQuJcoiteVRNAIaC39eemsfZDux1hq0DyT+/eENZFqz8MF1IQ==
[date] => Fri, 11 Sep 2020 02:44:47 GMT
[alt-svc] => h3-29=”:443″; ma=3600,h3-27=”:443″; ma=3600
[content-length] => 106
)
body: {“name”:”SKYE”,”link”:”https:\/\/business.facebook.com\/business\/156470165321111″,”id”:”156470165321111″}

Hey @xiaobijou,

Thanks so much for passing on those logs. It seems that there is an issue retrieving the messenger connections information as Facebook cannot find a matching business id with the given external_business_id: skye-5f2baef0c0757

I’m not quite sure why this would be as it looks like a few of the other calls are working correctly, and it seems as though it has already connected.

I would like to try generating a new external business id and forcing the plugin to reconnect to hopefully work around this error for the time being. In order to do so, I would ask you to follow these steps:

• Open your WordPress admin to: https://<site_url>/wp-admin/options.php
• Search for wc_facebook_external_business_id in the list, and adjust the value to something like: skye-shop-5f2baef0c0757
• Navigate back to the Plugin settings page at: WooCommerce > Facebook
• Click Uninstall, wait for the page to reload, and click Get Started to run through the connection process once again.

Would it be possible to run this test and let me know when you have reconnected if you are still seeing the error on the messenger tab?

Cheers,

Simon.

Hi Simon,

Thanks for the instructions. I did everything you said and now it’s working perfectly. ??

Not only is the chat working now, but the previous issues are also gone (unable to minimize chat window, unable to click links on part of the screen).

Thanks so much again for all your assistance.

Hey @xiaobijou,

Awesome! That’s great to hear! And what an added bonus to fix the front end issues too, that’s really great news. I’ve made a note to try this for other merchants who contact us with similar issues.

Sounds like you’re all set and running again now then. I’ll go ahead and mark this as resolved, but please don’t hesitate to reach out or raise a new topic if you have further questions. We’re always happy to help!

Cheers,

Simon.