Thread Starter
ochope
(@ochope)
Hi @ochope. It looks like you are using “YITH WOOCOMMERCE COLOR AND LABEL VARIATIONS” to show the colors for products on your site, for example on https://www.vaude.ca/fr/produit/brenta-30/.
If you temporarily deactivate that plugin, make a slight change to this synced product and then sync the update to Facebook, do the color options then show in your Facebook shop?
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This reply was modified 2 years, 9 months ago by
Ena P (a11n).
Thread Starter
ochope
(@ochope)
Hi @drwpcom, Thanks for the reply.
-Disabled the “YITH WOOCOMMERCE COLOR AND LABEL VARIATIONS” plugin
-Changed minor information on the product description
-Forced the product sync.
Unfortunately: No change (appart from the minor description change).
Still a problem: The colour options are not shown.
Anything data-wise I could share to better help me?
Thanks!
Hi @ochope
Thanks for your reply and for sharing the steps you followed.
Can you please enable logging under Marketing > Facebook:
Link to image: https://d.pr/i/vma4WQ
And then try another sync with that product.
Please then share those logs. If they are lengthy, you can paste them into another tool such as https://pastebin.com and share that link here, removing any sensitive information before sharing.
This will help us understand what is being communicated between your site and Facebook and if the issue is coming from the WooCommerce site or from something within Facebook.
We will be standing by for your response.
Thread Starter
ochope
(@ochope)
Can you specify which sensitive Info I should remove?
Hi @ochope
If you are feeling uncomfortable about this, 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, and your log files.
Thread Starter
ochope
(@ochope)
I just want to know which info I should obliterate. The report is over 1 MB of txt 😉
I am not sure yet which information from the log is useful. I recommend first creating a ticket in WooCommerce.com as mentioned by @nicw. Once a ticket is created, you can reply to that ticket via email to share your logs. You can share the logs via any text editor tool.
Nico
(@nicolamustone)
Automattic Happiness Engineer
We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.
Thread Starter
ochope
(@ochope)
This is still not solved with support – They are asking to remove WPML and other plugins then sync with Facebook again – This is getting cumbersome as this is live and needs to be a live process for it to sync without live facebook page as well.
This is really a problem on our end. I wish this was resolved. Still not.
Hi @ochope,
Thanks for your feedback, and I’m sorry to hear you’re still having trouble getting Facebook for WooCommerce to work correctly.
They are asking to remove WPML and other plugins then sync with Facebook again – This is getting cumbersome as this is live and needs to be a live process for it to sync without live facebook page as well.
I suspect we’ve asked you to do that as a temporary measure to make sure the Facebook plugin is working correctly and to rule out any conflicts with another plugin, such as WPML.
To help you further, it would be great if you could share the username you used to contact us on WooCommerce.com or the ticket number, so we can keep track of what’s been discussed.
Thank you!
Thread Starter
ochope
(@ochope)
Request ID 4128296
My problem is that disabling WPML could lead to online problems. And doing this in a DEV web environment could be done, but then again we need to sync to a facebook page. This would mean a lot of work to create a dev test page, build catalog there etc.
And in the end, I feel this is not linked and we would just chase tails.
Considering that already the request from support was to make the names of the products that were all capitals to proper-case, doing this whole data change as requested by the developers did NOT resolve the issue.
I wish the developers would look deeper in the logs provided by plugin and FB as we remitted them and check the reason why this is happening.
HI @ochope , as suggested by my colleague – @nicw about a week ago, please copy the Facebook for WooCommerce logs from
**WP Admin → WooCommerce → Status → Logs**
and email us the same by creating a ticket from
WooCommerce.com > My Account > Support
Include the log in that mail, and link to this forum.
We will be happy to take a look at the logs. In many cases, we do require you to do a complete conflict test. We cannot be conclusively sure that another plugin isn’t causing conflicts unless you actually do it. I understand the process is tedious, but then it is the only effective way to do this. (rather than guessing)
Thread Starter
ochope
(@ochope)
@nagpai
This was all done in Request ID 4128296
I see that we have already replied to that ticket with the next steps, last Frdiay. I suggest replying to that email and confirming that you have completed the steps mentioned therein.
