Fb for woocommerce doesn′t sync pictures

Hi @eugeniag,

Thanks for reaching out. Happy to help you with this!

Certainly, your pictures should be showing up in both Facebook and the WooCommerce app. While I can’t specifically speak to why this is happening with the app (the app is created by WooCommerce and they might have some insight there), I can take a look at the Facebook issue with you.

Would you please tell me a little bit more about how you have the images set up for your products? Are there any other plugins that modify your images in any way (optimization, etc)? Are you using the Facebook image field on the products to choose a different image than the featured image?

Looking forward to hearing a bit more about this.

Thanks,
Marcus

Hey! Thank you for the reply! Of course, images are uploaded directly and only through wordpress – woocommerce as main product picture and product gallery images (don′t know if those are the exact terms as mine is in spanish) but i don′t use any other pluggin to modify them and don′t change anything in the facebook catalog either. I do have optimization plugins:
– Autoptimize (the only 2 options related to images are deactivated)
– use to have jetpack but it completly broke my site a few days ago so I deactivate it, which leads to woocommerce up stop working at all haha and still fb catalog lacks the images

Hope that helps!
Thanks!
Euge

Hi @eugeniag,

Thank you for providing these extra details for me. I have seen this issue a few times when the size of the image is rather large. Facebook recommends a 600×600 pixel image.

Would it be possible to include a path to one of the images here so that I can take a look at the file size?

Thanks,
Marcus

Sure! Here is one:
https://loskimonosdelacondesa.com.ar/wp-content/uploads/2020/08/IMG_9670-copy.jpg
They are all 800 x 1067, may that be it?

Hey @eugeniag,

Thank you for sharing the image URL with me. Unfortunately, I am hitting a 403 forbidden error when trying to take a look at it. In any case, I don’t believe that 800 x 1067 should be too big. That seems like a reasonable size.

We may need to do some additional conflict testing to track down the cause, but to get started, could you please temporarily switch off any caching or image optimization plugins and let me know if you still experience issues? I want to rule out some possible conflicts before we dive any deeper.

Thanks,
Marcus

Done, problem still remains! And (new thing) when I go to manage connection on the fb plugin i get an “Error on managing Facebook Business Extension” – which says “Configure a Facebook enterprises extension in order to be able to administer configuration”, which of course was already configured! Otherwise I wouldn′t have the catalog. Maybe the answer is to uninstall an install everything again?

Also found this error in the catalog in fb

“Pixel has low event source match rate
Some content_ids sent from pixel fires by this pixel do not match any catalog associated to the pixel, This could be because your catalogs aren’t up to date, or because the item IDs in your catalogs don’t match the content_ids in your pixel”

Hi @eugeniag

This is Christine, stepping for Marcus while he’s out of office. I’m happy to help out here!

Regarding the Facebook Extension error, some merchants have had success uninstalling the plugin to do a fresh install. Would that be something you’re willing to try?

This could help re-sync the catalog images also, however, it’s not a solution that works 100% of the time. As such, doing so would be at your own risk.

If doing a fresh install isn’t possible, we could continue troubleshooting the catalog images.

Could you let me know which route you’d like to take?

Thanks!
Christine

Hey Christine! Thank you for steping up! I did the fresh install and still no picture showing :(. This is the link to one of them:

https://external.faep5-1.fna.fbcdn.net/safe_image.php?d=AQBL6-GxqAnpN9Nd&w=300&h=300&url=https%3A%2F%2Floskimonosdelacondesa.com.ar%2Fwp-content%2Fuploads%2F2020%2F08%2FIMG_9492-copy.jpg&cfs=1&_nc_cb=1&_nc_hash=AQCXbAKDWFREFeZf

What else can I try?
Thanks!
Eugenia

Could it be that i use elementor as my editor?

Hi @eugeniag

Thanks for trying the fresh install and for the link, it’s a ton of help!

After decoding the Facebook link, we got this link: https://loskimonosdelacondesa.com.ar/wp-content/uploads/2020/08/IMG_9492-copy.jpg&cfs=1&_nc_cb=1&_nc_hash=AQCXbAKDWFREFeZf

Which took us to an error page, similar to the first image link you sent. Here’s what that looks like: https://cloud.skyver.ge/eDuBpXl8 and https://cloud.skyver.ge/Blu5eGWJ

There’s a couple things going on here. The 404 error looks like the image doesn’t exist. The 403 error is a permission issue. Since we can’t access the image, Facebook and your WooCommerce app can’t either.

For the 403 error, I recommend troubleshooting your .htaccess file or reaching out to your host with the URL example of the 403 error. There may be some permission blocking us from seeing the image.

Could you reach out to your host and please let us know if they were able to help you with the permissions error?

Thanks,
Christine

Hey @eugeniag,

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,
Christine