stephjacq a11n

Hi @ngsoes thanks for the update.

Please go to Marketing > Facebook, and enable debug logging. Then, try another sync.

Next, go to WooCommerce > Status > Logs, look for Facebook in the drop-down list on the right, and click View.

Check to see whether the log shows that the products appear to be updating, and report back to us with any errors you may find so we can troubleshoot further.

Hi @wildheartdesign thanks for the log. It confirms that no locations are being returned from the server. In Square itself, could you confirm that the location is marked active and approved for card processing?

It’s possible that another plugin is blocking the connection from completing properly. If possible, please deactivate other plugins leaving only WooCommerce and Square. Then, try reconnecting again.

If it still doesn’t work, 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.

If you’d prefer to send this privately, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Hi @wildheartdesign thanks for testing that.

Do you have any caching on your site or server? If so, please empty the cache and try connecting again.

Could you please also verify that the locations are still marked as active and approved for card processing? To check this, go to WooCommerce > Settings > Square and enable debug logging. Then, disconnect and reconnect to Square.

To view the log, go to WooCommerce > Status > Logs. Look for the Square payments log, and click View. It should show something like this:

...
            },
            "timezone": "America\/Chicago",
            "capabilities": [
                "CREDIT_CARD_PROCESSING"
            ],
            "status": "ACTIVE",
...

Please let us know whether you see that, and if you see any other errors in the log.

Hi @ryanhoi1234 sorry to hear about the trouble.

Please install the Facebook Pixel Helper extension to get more information and confirm that your pixel is configured correctly.

If that’s all looking good, the most likely cause for the purchase event not firing is a conflict with your theme or another plugin. To test for this, please follow the steps described here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

To avoid affecting your customers, you may want to do this on a test/staging site. Your hosting company might offer one as part of your package. Alternatively, you can use a free plugin like https://www.ads-software.com/plugins/wp-staging/

Let us know how you go.

Hi @ngsoes,

In the warning, could you please share the link that you get when you click ‘Learn more’? Screenshot https://d.pr/i/UniQ7j

Thanks for sending the report. I’ve confirmed there are no other plugins which are sending a pixel as well. I did notice you have Code Snippets – is there any custom code that is referring to Facebook or the pixel?

It’s possible that the custom code or one of the plugins is causing a conflict. To test for conflicts, please follow the directions here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Let us know how you go.

Hi @jessicaperezweb, sorry to hear about the trouble.

It sounds like perhaps the selected Facebook page has a Catalog associated with it, but you don’t have the correct permissions for that Catalog so can’t select it.

Please go to the Facebook settings here, and check the People/access settings for the Catalog (under Data sources) as well as the page — make sure the user you are under has full access/permission: https://business.facebook.com/settings/pages/

You could also try removing the existing Catalog, then starting fresh and creating one in the Facebook for Woo setup process:

Image: https://d.pr/i/EbLmc8

If you are still having issues, it could be worth reaching out to FB Merchant support to ask about the permissions/ownership of the pages/catalog:
https://www.facebook.com/help/contact/552096935652452

Other users have had success deleting the old catalog before creating a new one.

Please let me know how that goes, or if you have any questions!

• This reply was modified 3 years, 3 months ago by stephjacq a11n.

Hi @taktlosde thanks for the details.

You mentioned “i tested every Plugin to make sure its not coming from another Plugin…” – to clarify, with the theme temporarily switched to a default like Storefront, and only WooCommerce and Facebook plugins active with all caching disabled, you are still seeing the problem?

I ask because we have been unable to reproduce this, so it does seem to be coming from something specific to your configuration.

Hi @cukup123, I’m sorry to hear you’re seeing this issue. We are investigating this here on GitHub.

So far, this is the information we’ve heard back from Facebook on the issue:

“?… this problem seems to affect only ip_address and user_agent parameters for two specific events. As we’re not seeing this issue widespread across the platform and this problem is affecting only a small amount of events from this Pixel, the problem may be due to users having ad-ons to their browser to avoid submitting information to websites. I recommend reviewing Pixel Settings and the code on the website itself to check for any issue. If there are no issues in the parameters requested on the website and the code is correct, please run a test using the test event tool. The admins may go ahead and click Mark as Resolved to see if the issue persists.”

Please try the following troubleshooting steps:

– check your pixel is connected
– test using an incognito or private browser window with no browser extensions – its likely related to browser extensions blocking user agent and IP address
– enable debug logging (under Marketing > Facebook) and see if you are getting any errors with more information.

Hi @youngboy12,

I checked your status report, and I do not see the PayPal Checkout plugin is installed: https://www.ads-software.com/plugins/woocommerce-gateway-paypal-express-checkout/

I do see PayPal Payments (https://www.ads-software.com/plugins/woocommerce-paypal-payments/). In this plugin, there are settings for “PayPal Checkout”, which is referring to the PayPal checkout buttons on the pages. The setting is not referring to the separate plugin.

I see you are already working with the PayPal Payments devs in this thread, where they have confirmed they have this on their list to fix.

I hope that helps to clarify.

Thanks for trying these steps @abduladilt. Could you please share a screenshot of the error you are seeing? I want to check if it may be coming from WordPress rather than from the Facebook side. I recommend https://snipboard.io for sharing screenshots – please follow the instructions on the page, then paste the URL in your reply.

If it’s on the WordPress side, please check your WordPress user account on https://www.g-1.com is set to Admin role (you’ll find this under the Users menu). If you are using a user role editor plugin, try deactivating that and using a default admin role to make the changes.

Finally, you mentioned that the ID keeps the same value after updating it. Please flush your cache or deactivate any caching plugins and try again.

Hi @platfrmeu,

This indicates that WordPress debug is set to show messages on your site.

To turn that off, edit your wp-config.php file as explained here:
How to Turn Off PHP Errors in WordPress

Thank you for sharing your feedback @subriaco, and I’m sorry that the plugin didn’t meet your expectations.

As mentioned in the support thread, if you would like to continue troubleshooting, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be happy to help you further there.

Hi @pictibe,

To clarify, are you still referring to the Brand – is that what you are listing in the product attributes?

If so, this is the problem covered by the issue reported to our developers. There is not way to send a brand from WooCommerce to Facebook at the moment because of this bug, which does not send the information to Facebook correctly. My apologies for the inconvenience.

This is a fairly complex development topic. I’m going to leave it open for a bit to see if anyone is able to chime in to help you out.

I can also recommend the WooCommerce Developer Resources Portal for resources on developing for WooCommerce.

You can also visit the WooCommerce Facebook group or the #developers channel of the WooCommerce Community Slack. We’re lucky to have a great community of open-source developers for WooCommerce, and many of our developers hang out there, as well.

Hi @jjdaley101,

This might take some extra tests. If possible, I’d recommend testing at a time when you’re not seeing much activity on the site.

After you activate a plugin, if it’s not something that runs in the background, take some action that causes it to run. If you see a spike, check if you can see anything happening on the live site. After a few minutes, try the plugin action again to see if you can repeat the spike. If you can, then you likely have your culprit.