Posts not appearing on FB or Instagram

Hi @smchugh , thanks for sharing your site link. I checked the most recent attempt of sharing.

For Instagram, it didn’t work due to the image selected for sharing, this one. Are you setting it as a featured image? If a featured image is not set, the algorithm will pick one it deems most appropriate. Still, the Instagram media requirements are a bit more strict, so to ensure the post gets shared, make sure to follow the specifications at:

• https://jetpack.com/support/jetpack-social-organic-content-sharing/#media-requirements
• https://jetpack.com/support/jetpack-social/sharing-to-instagram-with-jetpack-social/#image-requirements

As for Facebook, the connection is broken, you’ll need to reconnect Jetpack with your Facebook account.

Hi Erin – well, thanks very much for your reply. In fact, it was the previous Insta post which failed, but the newest one actually worked! So I suppose previously our pix didn’t meet their guidelines for some reason, I’ll check that.
FB is still a mystery though, it seems to be connected fine – can’t post screendumps here I don’t think but the box for is this music? under Jetpack Social settings in the post window is checked (it’d be greyed out otherwise) and if I go from ‘Settings’ there to wordpress.com/marketing/connections it tells me I’m “Sharing posts to your Facebook page” (the option being to Disconnect – connection available to all editors etc checked). Anything else I can do?

Hi @smchugh , it looks like the FB reconnection used the previous access token which is no longer valid.

Could you perhaps disconnect, then use an incognito/private window to reconnect FB? This shall ensure the connection is using a new access token.

Hi – thanks, but that didn’t work. It forces me to login again (I’m logged in already), sometimes it will send an email link and sometimes not. When it does I can get onto the Social page but click on Manage Social Connections and end up stuck in a login loop. It’s ok if it’s not an incognito window but the disconnecting doesn’t fix the FB problem. Is there some other way to delete the token before reconnecting?

Hi @smchugh, could you perhaps try to clear the browser cache, then reconnect Facebook in the Jetpack settings?

If it still doesn’t work, could you share the latest post(s) you tested it on? If you do not want to post those URLs publicly on this forum, you can contact us privately?via this contact form. If you choose to reach out directly, please include a link to this thread.

Hi Erina -deleting the cookies seems to have done the job, all up and running now. Thanks very much for the help – Stuart