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[asifali5544]

 

[Summer]

Hey, @asifali5544! Welcome to Shopify Community!

It sounds like you are experiencing a local issue. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. The advice on the error message you're encountering is a local troubleshooting step and may fix the error once performed. Have you tried closing and reopening your browser window?

If you haven't tried closing and reopening your browser window, or you have and it didn't make the error go away, you can perform further local troubleshooting steps. Feel free to go through the steps below, then try to access your Facebook channel after each one to see if any of these resolve the problem.

• Clear the cookies and cache of your browser. After this, completely reboot the browser.
• Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
• Try the Shopify Mobile app
• Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.

If none of the troubleshooting steps solve the concern, we’ll need to access your account in order to investigate this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

To help you make the most of Facebook for your business, I've gathered a few resources that would help you make sales and generate visitors through the social media platform. Don't hesitate to check them out below!

• Facebook Marketing: 11 Step Guide for Your Business
• How To Advertise on Facebook: A Beginner’s Guide
• 12 Types of Facebook Ads and Ideas to Win Customers
• Ideas for Posts on Your Facebook Business Page

Let me know if you need help with anything else on your Facebook channel!

[IH_Chris]

I'm having the same exact issue. Is there a fix for this yet?

[IH_Chris]

@Summer 

I'm experiencing the exact same problem. The OP reported this in August. Why hasn't this issue been resolved yet? 

[IH_Chris]

Hi @asifali5544 

Did you ever get this figured out?

Thank you

[Alan42]

I'm having the same issue, I did all the steps and nothing

[Summer]

Hey, @IH_Chris and @Alan42!

I'm sorry to hear you're also experiencing an issue with accessing the Facebook channel. Since the troubleshooting steps did not resolve the problem, please create a support ticket by visiting https://bit.ly/3cJkx8V so we can access your account and investigate. There's a likelihood that this is an account-specific issue so the next best course of action is to have our support team look into it. Thanks!

[IH_Chris]

Hi @Summer 

I've already submitted two tickets and haven't received any help at all. I don't know what else to do at this point. 

[HPtz]

I'm having the same problem..

[IH_Chris]

@Alan42 @HPtz 

I have a support ticket open and I'm trying to get this sorted out. Between you two and the original poster, that's now four of us that are having this issue. If we're experiencing it, I'm sure others are too. 

I'll keep this thread updated with my findings. 

[tees]

Hey @IH_Chris @asifali5544 Has anyone of you managed to get it solved? Having the same problem

[IH_Chris]

Hey @tees 

Still not solved as of this morning. I got a message back from support and they (along with everyone else) were able to replicate the issue and confirm it. However, nobody knows why this is happening.

The email this morning was full of the same old generic stuff. Clean my cache, try uninstalling and reinstalling, stuff like that. None of which help in fixing this issue. 

One of the support people escalated my ticket to the Marketplace Team so they can further assist. Hopefully they can get to the bottom of this issue. 

I'll keep this thread updated.

-Chris

[Alan42]

Thanks for the reply Chris, I did the same procedure shopify told me to do, as for today, Im still having the same problem.... 

[IH_Chris]

@Alan42 @tees @HPtz 

So, after talking to numerous support people at Shopify, it sounds like it's a known issue that is happening on Facebook's end. 

Here are a few responses I've received from them:

"Facebook's team are aware of the error which is arising due to an issue which is being generated on their end."

"This is currently a known issue happening on Facebook's end. Facebook is currently investigating this matter, but we don't have a definitive timeline on when a fix will be implemented."

One person suggested using this free Shopify app in the meantime - https://apps.shopify.com/facebook-marketplace-connector

I'm going to reach out to that apps support and confirm that it uses the FB Conversion API. If it does, it may very well be a solution for the time being.

I'll update this thread with their response.

-Chris 

[IH_Chris]

Update:

The support for that app got back to me. This is their response:

"No, our app doesn't use conversion API to track, we use our ced pixel script to track data and optimization."

So, it doesn't appear that we have a free app that will do what the official Facebook app does.

Until this gets fixed, we have no way to integrate the FB conversation API for free.

-Chris 

[tees]

Thanks for the reply and updates Chris, still having the same issue myself. Hoping that FB gets this resolved from their end very soon.

[IH_Chris]

@tees 

You're very welcome! I hate to sound like a pessimist, but I'm not very hopeful that it will get addressed anytime soon. The OP started this thread in August and it's still not fixed. I guess Shopify isn't a priority to FB for whatever reason. 

If it does start to work on my end, I'll update this thread. Hopefully you'll do the same. 

Take care, 

-Chris

[tees]

I think I finally got it to work. I installed an app called Facebook and Instagram from the Shopify App Store. I'm not sure if it's an updated version of the old Facebook app or if it's been there for some time. But it seemed to work for me and it seems like I'm able to setup my pixel now. Hope it works for you too if it hasn't already

[IH_Chris]

Hey @tees 

Crazy timing! I got an email from a Shopify support specialist right after your last reply.

This is what he said:

"Thank you for your patience and understanding in this matter! We have received an update from Meta's team, they have resolved the issue that was preventing access to the Facebook Sales Channel."

After reading that email and your last reply, I went to the app store and saw the Facebook and Instagram app. I quickly realized that it was the same app because my old review was still there. 

After downloading and installing it, I can also confirm that everything is working as it should!

It would appear that FB totally went through the app and changed the name at the same time. At any rate, I'm just happy that it's working again.

Thank you for the update and take care, 

-Chris