Christine, SkyVerge Support

Hi @gymperformance?,
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Thanks for reaching out about the plugin. I’m sorry to hear that you are experiencing an issue as well. Per the forum guidelines, would you please start your own topic? As we quite often see issues that look similar in nature but have very different underlying causes. A topic per user helps us focus on your specific issue to get to the root cause for you quicker!
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Thanks!
Christine

Hi @fptce31

Thanks for providing the link, it’s a great help.

I was able to replicate what you’re seeing also, where ‘Button Click Automatically Detected’ is triggered but ‘AddtoCart’ is not.

As a next step, would you be willing to test the events from your Event Manager?

To do that, could you please:

– Log into your Facebook Event Manager
– Select your pixel, then click on Test Events
– Then test the events on your site according to the instructions on the page

If the AddtoCart event is working properly, it should display like this: https://cloud.skyver.ge/NQurNDvm

Could you also check the Diagnose tab while you’re in there as well? If there’s an issue with an event not firing correctly, it could show up on that tab also.

Would you please let me know once you’ve got the chance to do this and what the results are?

Thanks!
Christine

Hi @bahijach

Great, thanks for confirming that for me!

As a next step, would you be willing to double-check if the Ad Account has admin access to manage the account?

Here’s how you can do that:

– log into Business Manager and navigate to Business Settings here
– Make sure to select the same Business that was used in the setup process
– Click Users > System Users
– Select the Partner Created System User and click Add Assets
– Click the Ad Account available for the business, and make sure to toggle the “Manage Ad Account” permission from the right-hand side: https://cloud.skyver.ge/04uq14N6
– Then, finally, click Save Changes

Could you let me know if that helps with the ‘Manage Connection’ error?

Thanks so much!
Christine

• This reply was modified 4 years, 7 months ago by Christine, SkyVerge Support.

Hey @tylerjfrags

Thanks for that additional information, it’s a great help. Could you also give me some detail on the trouble you’re having with adding products to Facebook? Are they not being added at all or is only the images missing?

Based on what we know so far about the issue here, it’s quite possible that the Roots platform, custom code, or a plugin could be altering the image URL; or preventing it from being correctly redirected.

Another thing you can do is to find out if something is filtering the output of the wp_get_attachment_url() function.

That’s the function we use to get the image URL, so if something is filtering that, it might cause issues with adding production to Facebook.

Does this help?

Thanks!
Christine

Hey @travelavenger

Those are system users created during the onboarding process. The best way to remove them for a fresh install would be to remove the app connection from Facebook, which will remove the system users it generates.

Here’s how you can do that:
– Go to your Facebook Business Integration settings
– Click ‘View and edit’ on WooCommerce Extension V2
– Then scroll down and remove the app

Here’s what that looks like: https://cloud.skyver.ge/bLuRKG5W

Thanks!
Christine

Hi @nozemstore

Thanks for getting in touch. I’m sorry the connection to Facebook isn’t working as expected! I’ll be happy to look into this further for you, or help gather the necessary information to contact Facebook directly.

While a lot of merchants have been able to reconnect, we’ve been seeing some follow-up errors that result in either a page with the WooCommerce logo or the Facebook wrench, and troubleshooting steps depends on which page you’re seeing.

To better diagnose the problem, could you please send a screenshot of the issue you’re running into?

Thanks!
Christine

Hi @italpasta

Thanks so much for the screenshot and the additional details, it’s a great help!

The initial problems with the “Oops” error should have been resolved and its quite possible that the Facebook changes hasn’t reach all accounts yet.

As a first step, would you be willing to re-install the Facebook plugin with a fresh start for the 3rd site?

If there is partial connection, you could do this by going to WooCommerce > Facebook, than click on ‘Uninstall’ to remove all the settings. Here’s what that looks like: https://cloud.skyver.ge/2Nuyvp6x

Would it be possible to try that and let me know if it the connection works afterwards?

Thanks so much!
Christine

Hi @jeffc2sky

Thanks for getting in touch! I’m sorry that product syncing isn’t working as expected.

Your products are synced on update or creation and the time it takes to sync depends on how many products you have, so the more products you have the longer it’ll take.

As a first step, would it be possible force sync your products? You can do that by going to WooCommerce > Facebook > Product Sync, then clicking on the Sync Products button.

Here’s what that looks like: https://cloud.skyver.ge/12uJ07Jo

Could you please let me know when you’ve gotten the chance to do that and if it helps?

Thanks so much!
Christine

Hi @fptce31

Thanks for the additional detail, it’s a lot of help! Would it be possible to share your website URL where the event is supposed to be triggered?

So I can try to replicate the issue you’re running into on the Pixel Helper as well.

Thanks so much!
Christine

Hi @bahijach

Christine here, from SkyVerge, stepping in for @pitbozionelos. I’m happy to hear that your Facebook store is back up again! Although I’m sorry that the Manage Connection link is throwing an error message.

To start, could you log into your Facebook Business Manager and make sure your pixel, page, catalog, and Business Extension are all under the same Business Manager account that was connected to the plugin?

Thanks so much!
Christine

Hi @wpxuser1

I’m sorry for the frustration that the new update is causing. I’ll be happy to look into this further for you, or help gather the necessary information to contact Facebook directly.

I’ve tried to replicate your error in the Pixel Helper, however the pixel seems to be triggering okay on my end. Here’s a screenshot of the result: https://cloud.skyver.ge/Jru6Gom9

Is it possible you’re running any ad blockers or other trackers on your browser?

Additionally, would it be possible to test the events in your Facebook Event Manager? If there’s issues preventing the events from triggering, it should say in the Test Events and/or Diagnostics tab. Here’s what those tabs look like: https://cloud.skyver.ge/L1uJWrGj

I recommend running the tests in an incognito window to reduce the impact of any possible browser conflicts.

Would it be possible to run these tests and please let me know the result?

Thanks so much!
Christine

Hi @moderns

Thanks for getting in touch about our Facebook plugin and thanks for your patience here! I’m sorry that the Add to Cart event tracking isn’t working as expected. I’m happy to help out here ??

There are a few things we could try here that could help us gather more information about what’s causing this issue.

As a first step, we could make sure that the events are being triggered by your website correctly.

Additionally, could you please go to the Test Events tab from your Facebook Event Manager, open your website in a new window and test out the Add to Cart event?

While you’re in the Event Manager, would it possible to also check the Diagnostics tab to see if there are any issues there? This is what those tabs look like: https://cloud.skyver.ge/L1uJWrGj

If possible, it would be really helpful if you could send me screenshots or copy and paste any issues that you may come across.

Thanks so much!

Hi @tylerjfrags
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?Thanks for the details and screenshot, it’s a great help! I’ll be happy to help out here ??
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?From the screenshot, the URL to the image seems to be the issue here. It looks like the paths start with /app/uploads/… when it needs to have the entire path https://example.com/app/uploads/….
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?This might be a theme or plugin conflict. Would you be willing to disable all plugins except WooCommerce and Facebook, and use one of the default themes, such as Twenty Twenty? If the problem goes away, enable them one by one to identify the source of your troubles.

You could do this manually or install and activate “Health Check”: https://www.ads-software.com/plugins/health-check/

It will add some additional feature under create a new menu position Tools > Site Health.
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On its troubleshooting tab, you can Enable Troubleshooting Mode. This will disable all plugins, switch to a standard WordPress theme (if available), allow you to turn your plugins on and off and switch between themes, without affecting normal visitors to your site. This allows you to test for various compatibility issues.

?There’s a more detailed description about how to use the Health Check plugin and its Troubleshooting Mode at https://make.www.ads-software.com/support/handbook/appendix/troubleshooting-using-the-health-check/

?Thanks!
Christine

• This reply was modified 4 years, 7 months ago by Christine, SkyVerge Support.
• This reply was modified 4 years, 7 months ago by Christine, SkyVerge Support.

Hi @mariusgmh

Again, I’m sorry for the frustration that the new update is still causing. I’ll be happy to investigate this for you, or help gather the necessary information to contact Facebook directly.

While Facebook has resolved the issues with the connection, we’re still seeing some account-related permission issues that could be causing the “Something went wrong” error on the WooCommerce connection page that you’re also seeing.

As a first step, would it be possible to uninstall the plugin and run through the setup process one more time?

To install the plugin with a clean slate, please navigate to WooCommerce > Facebook and click the Uninstall link next to the Manage Connection button. Here’s what that looks like: https://cln.sh/bXyvOJ

This resets the data in the plugin on the WooCommerce side and revokes access to the account on the Facebook side. This should refresh the page and allow you to select the Get Started button again. We’ve seen that installing on a clean slate has worked for some merchants.

If possible, would you please let me know when that’s been done and if it allows you to connect to Facebook?

Thanks,
Christine

@mariusgmh looks like you beat me to the punch with the response ??

Thanks so much for starting the new topic!