Products being duplicated

@shanedel90

I am experiencing the exact same issue with a client’s store. (I also have another business contact who is experiencing the same issue)

Everything was working fine for my client’s site until “I think” the plugin updated to use the 9.0 API and that’s when things started to go wrong, exactly like your issues.

We have tried:

• Resetting Product Metadata
• Deleting Product Metadata

None of the above worked. We then took it a step further, performed the above whilst the store was disconnected and then reconnected everything again, still no luck.

So finally, we uninstalled the plugin, wiped any trace of it from the database, reinstalled and reconnected it. Everything worked perfectly for 24 hours and then all our issues the same as yours re-occurred:

• Duplicated products with Zero price
• Duplicated products with incorrect price (VAT missing)

Just to further clarify and help plugin support…we have followed all troubleshooting steps, removed the plugin completely and tried again but the issues reoccur and everything was fine until the plugin starting using v9.0 of the API.

Multiple others are reporting this issue in the support forums as well.

I have a Facebook Ads partner who has reached out to Facebook and they are equally clueless. They recommended removing products via the Catalog at Facebook’s side but as you note @shanedel90 the incorrect, duplicated products simply reappear again.

Kind regards,

Simon

• This reply was modified 3 years, 7 months ago by harpo1984. Reason: added link to similar forum threads

Hello @harpo1984

Please create a new forum topic with logs from your store and System Status Report so that we can investigate it there.

@shanedel90 I’m forwarding the details you’ve shared over to my team so that we can further investigate what’s causing this issue, or get back here and request more details if needed.

@aashik

I can create a separate topic, although, I thought it would be more efficient to join this topic as it is exactly the same issue.

I can share a System Status Report without any issue but I cannot log for the Facebook plugin publicly as that reveals Customer IP addresses and other information which would not comply with GDPR sharing that data publicly.

Please, provide me with a method to share the information you require privately.

Kind regards,

Simon

@harpo1984 Thank you for flagging that.

@shanedel90 Please redact any private details, including IP address, address, name, email address, transaction details, API Keys, Passwords, etc from the snippi link you’ve shared above.

@shanedel90

WooCommerce will also handle support for this plugin, so if you have a WooCommerce account you can contact them and post any private information there without having to redact.

Although, you should remove or redact all your current snippi links from this thread.

Hi @shanedel90

In order for us to investigate further, could you confirm how many catalogs you have?

The sample duplicated product is interesting: https://prnt.sc/10x8fza

One product with Content ID: wc_post_id_7202 and the other with PPVOGUE/13_9157

If you have more than 1 catalog, please keep only the one that’s connected to Facebook for WooCommerce, and remove the rest.

You can find which catalog ID is connected here WP-Admin > Marketing > Facebook, here is the example screenshot indicated with arrow: https://d.pr/i/xhma19

Hi @harpo1984

In regards to your question:

Please, provide me with a method to share the information you require privately.

You can create an account on WooCommerce.com, using your WordPress.com account, then login and create a ticket to share your here: https://woocommerce.com/my-account/create-a-ticket/

@solstudioim

Yes, I advised @shanedel90 that a WooCommerce account could be created for sharing private data if they did not already have one. Thank you for reiterating this.

That is where I have taken the discussion myself.

@shanedel90 Please redact any private details, including IP address, address, name, email address, transaction details, API Keys, Passwords, etc from the snippi link you’ve shared above.

How can I do this? I cant see a way to edit this or remove the links from this post

@shanedel90
I have removed link to log dump, but the content of this dump is hosted by 3rd party service, we have no possibility to remove it.
To remove content from 3rd party service – you have to contact their support directly.

@yui
Thank you I will try reach out to them.
I have moved this discussion over to woocommerce support.

Thanks @shanedel90 @harpo1984

We’ve received your message on a ticket.

We’re progressing from there.

Closing this thread