Sync stopped working

Hi there @cearls!

The first thing I would suggest is reconnecting Facebook by following the steps here:

– https://docs.woocommerce.com/document/facebook-for-woocommerce/facebook-for-woocommerce-how-to-re-connect/

Can you please try that and let me know the result?

Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

I want to make sure you have the most recent version of the plugin.

I’m looking forward to hearing from you to assist you further. Thanks!

Thanks for reaching out! I tried reconnecting to Facebook, but I get an error at the very end of the process after it looks like it was successful.

The error says “Something went wrong when connecting to Facebook!” when trying to connect to:
https://connect.woocommerce.com/auth/facebook/?code=***

The same issue is reported in another ticket:
https://www.ads-software.com/support/topic/something-went-wrong-when-connecting-to-facebook-please-try-again/

System report:

### WordPress Environment ###

WordPress address (URL): https://sissyslogcabin.com
Site address (URL): https://sissyslogcabin.com
WC Version: 4.7.0
REST API Version: ? 4.7.0
WC Blocks Version: ? 3.6.0
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 1.6.3
Log Directory Writable: ?
WP Version: 5.5.3
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.22-1+ubuntu18.04.1+deb.sury.org+1
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 5.7.31-34-log
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.7.0
WC Database Prefix: wp_
Total Database Size: 556.39MB
Database Data Size: 437.52MB
Database Index Size: 118.87MB
wp_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_yoast_prominent_words: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_yoast_seo_links: Data: 1.44MB + Index: 0.48MB + Engine InnoDB
wp_yoast_seo_meta: Data: 2.52MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf-field: 19
acf-field-group: 6
ads-and-publications: 3
advertisement: 4
attachment: 21057
atum_supplier: 5
custom_css: 1
elementor_library: 34
elementor-dici-hf: 6
elementor-sections: 2
location-event: 2
mc4wp-form: 1
nav_menu_item: 131
oembed_cache: 12
page: 90
post: 19
product: 2383
product_variation: 6291
revision: 114
shop_coupon: 12
shop_order: 134
shop_order_refund: 2
teamsi_location: 1
teamsi-location: 4
teamsi-staff: 103
teamsi-testimonial: 14
tribe_events: 38
tribe_venue: 5
ufaq: 4
view: 45
view-template: 44
wc_pickup_location: 4
wp-types-group: 4

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (46) ###

ManageWP - Worker: by GoDaddy – 4.9.7
Gravity Forms: by Gravity Forms – 2.4.21
Adminimize: by Frank Bültge – 1.11.7
Advanced Custom Fields PRO: by Elliot Condon – 5.9.3
Advanced Woo Search: by ILLID – 2.15
AJAX Login and Registration modal popup + inline form: by Maxim K – 2.14
WP Offload Media: by Delicious Brains – 2.5
Classic Editor: by WordPress Contributors – 1.6
Comments Widget Plus: by Idenovasi – 1.0.8
DiCi Theme Feature Pack: by Themes Zone – 1.0.1
Disable Cart Fragments: by Optimocha – 1.21 – Installed version not tested with active version of WooCommerce 4.7.0
Google Tag Manager for WordPress: by Thomas Geiger – 1.11.6
DynamicConditions: by RTO GmbH – 1.4.6
Elementor Pro: by Elementor.com – 3.0.6
Elementor: by Elementor.com – 3.0.13
The Events Calendar PRO: by Modern Tribe
Inc. – 5.1.6

Facebook for WooCommerce: by Facebook – 2.2.0
Force Regenerate Thumbnails: by Pedro Elsner – 2.0.6
Insert Headers and Footers: by WPBeginner – 1.4.6
Smash Balloon Instagram Feed: by Smash Balloon – 2.5.4
Kirki Customizer Framework: by David Vongries – 3.1.5
Max Mega Menu: by megamenu.com – 2.9.1
Recent Posts Widget With Thumbnails: by Martin Stehle – 7.0.1
Redirection: by John Godley – 4.9.2
Related Posts By Taxonomy: by keesiemijer – 2.7.4
Slider Revolution: by ThemePunch – 6.3.0
Simple Banner: by Ryan Petersen – 2.8.0
SVG Support: by Benbodhi – 2.3.18
TaxJar - Sales Tax Automation for WooCommerce: by TaxJar – 3.2.3 – Installed version not tested with active version of WooCommerce 4.7.0
The Events Calendar: by Modern Tribe
Inc. – 5.2.1.1

Toolset Types: by OnTheGoSystems – 3.4.2
Ultimate FAQ - WordPress Q&A Plugin: by Etoile Web Design – 1.9.10
User Role Editor: by Vladimir Garagulya – 4.57
VDZ Call Back Plugin: by VadimZ – 1.14.1
Variation Swatches for WooCommerce: by Emran Ahmed – 1.0.85 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce Affirm Gateway: by WooCommerce – 1.1.12 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce Google Analytics Integration: by WooCommerce – 1.4.24 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce Google Product Feed: by Ademti Software Ltd. – 9.1.2 (update to version 9.3.2 is available) – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce SecureSubmit Gateway: by SecureSubmit – 1.13.0 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce Smart Coupons: by StoreApps – 4.12.2 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce: by Automattic – 4.7.0
Yoast SEO Premium: by Team Yoast – 15.3
WP Sitemap Page: by Tony Archambeau – 1.6.2
Smush Pro: by WPMU DEV – 3.7.2
Toolset Views: by OnTheGoSystems – 3.2.2.1
WPMU DEV Dashboard: by WPMU DEV – 4.10.5

### Inactive Plugins (9) ###

Admin Columns Pro: by AdminColumns.com – 5.3.1
Advanced Order Export For WooCommerce: by AlgolPlus – 3.1.6 – Installed version not tested with active version of WooCommerce 4.7.0
Autoptimize: by Frank Goossens (futtta) – 2.7.8
Site Kit by Google: by Google – 1.20.0
TI WooCommerce Wishlist Premium: by TemplateInvaders – 1.21.0 – Installed version not tested with active version of WooCommerce 4.7.0
WooCommerce Admin: by WooCommerce – 1.7.2
WooCommerce Shipping & Tax: by Automattic – 1.25.2 – Installed version not tested with active version of WooCommerce 4.7.0
WordPress Importer: by wordpressdotorg – 0.7
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 3.2.6

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
object-cache.php: Memcached Redux

### Must Use Plugins (5) ###

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.6.4
ManageWP - Worker Loader: by GoDaddy –
WP Engine Seamless Login Plugin: by WP Engine – 1.5.5
WP Engine Security Auditor: by wpengine – 1.0.9
WP Engine System: by WP Engine – 4.1.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?

### WC Pages ###

Shop base: #14 - /shop/
Cart: #15 - /cart/
Checkout: #16 - /checkout/
My account: #1728 - /my-account-2/
Terms and conditions: ? Page not set

### Theme ###

Name: Dici Theme Child
Version: 1.0 (see readme.txt for detailed changelog)
Author URL: https://themes.zone
Child Theme: ?
Parent Theme Name: DiCi
Parent Theme Version: 1.0.3
Parent Theme Author URL: https://themes.zone
WooCommerce Support: ?

### Templates ###

Overrides: –

### WooCommerce Google Product Feed options ###

Google merchant centre product feed: Enabled
Google merchant centre product review feed: -
Bing merchant centre feed: -
Google merchant centre local product inventory feed: -
Google merchant centre local products feed (legacy): -
Google merchant centre product inventory feed (legacy): -
Include variations in feed: Enabled
Send "item group ID": No
Debug key: 91dd7279-c328-40e8-8393-489b4f14ad6c

### WooCommerce Google Product Feed fields ###

Availability: Defaults to "in stock".
Brand: 
Manufacturer Part Number (MPN): 
Product Type: 
Google Product Category: 
Size system: 

### Action Scheduler ###

Complete: 4,606
Oldest: 2020-10-24 10:04:05 -0500
Newest: 2020-11-24 08:45:02 -0600

Failed: 11,590
Oldest: 2020-02-13 01:19:04 -0600
Newest: 2020-11-24 08:31:04 -0600

Pending: 4
Oldest: 2020-11-24 08:57:03 -0600
Newest: 2020-11-24 13:14:05 -0600

Actually, I tried connecting again with the “Manage your business” option enabled and it worked. Trying the sync now…

The sync didn’t appear to work. Some of the products still have $0 for the price and no images.

Hi again @cearls!

Thanks for trying the various troubleshooting steps so far.

So here are some requirements to pass the error you are seeing:

1. The wc_facebook_external_business_id WordPress option cannot be blank or contain non-Latin characters. It must not exist at all in the database or must contain some value. Ex: store-name-ouh3ylhlrnm0j ← make sure that this is unique.

This can be found in a few ways:
– in the wp_options table in the database
– on the options page in the website at https://<your-site>/wp-admin/options.php
– The external business ID is also passed in the URL of the “Get Started” button

2. The default WooCommerce currency must be supported by Facebook https://www.facebook.com/business/help/151451521590943?id=738655959856647

I hope that helps. If not,we have a snippet that will give us some additional error information, which may give us a better indication as to what might be happening here. Can you please add the following snippet to your site and attempt to connect to Facebook again? If you aren’t familiar with adding custom code to your site, here is some information as to how to do it. Personally, I like the free Code Snippets plugin method.

Here is the snippet:

add_filter( ‘wc_facebook_connection_proxy_url’, function() { return ‘https://wc-connect-test.skyverge.com/auth/facebook/’;} );

Once the snippet is in place and you have had a chance to try to connect to Facebook again, would you please send along any additional error messages that show (you can take a screenshot for example)?

I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URLs in your reply. It works with Chrome, Firefox, Safari, and Edge.

I’m looking forward to see what you find after the above steps.

Hi @zdenys!

I was able to connect with the “Manage your business” option enabled.

However, the product sync still isn’t working. Products are synced, but prices are $0 and there are no photos.

The sync had been working correctly for months. It seems like a plugin update might be the issue here?

Thank you for your time!

Hi there @cearls

Apologies for taking ages to get back to you!

I was able to connect with the “Manage your business” option enabled.

However, the product sync still isn’t working. Products are synced, but prices are $0 and there are no photos.

Ah I see this kind of issue is usually caused by an interrupted sync attempt because the plugin can’t complete the sync due to limited resources.

I found from your status report, that WP Cron isn’t enabled, can you please enable that? You might want to contact your host to do that.

Secondly, your plugin version is outdated already, could you please update to the latest version?

There has been a lot of improvements that our developers have done, so it’s really recommended to update it to the latest version to avoid issues.

If you have any other questions, do not hesitate to let us know!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.