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Facebook Lead Ads: Troubleshooting within Cloud Elements

If you are having trouble subscribing to the Facebook Lead Ads integration through the Elements Connect console you created an account for, we can lead through these troubleshooting steps to manually connect or identify the error causing the connection to fail. 

Before running through these steps, visit the Facebook Test Tool and see if Sailthru's app ID "1387369858150302" is under the subscribed webhooks. If it is, we have connected. 

Example of a working account:

Screen_Shot_2018-01-18_at_12.59.07_PM.png

 

Example of an account that is not working:

Screen_Shot_2018-01-18_at_12.59.51_PM.png

 

Troubleshooting steps

1. Firstlog into the Elements Connect console with your credentials.

2. Navigate to Elements.

3. Click into the Facebook Instance.

Screen_Shot_2017-12-28_at_3.42.01_PM.png

 

4. You should only have one instance for Facebook Lead Ads after you click into it. For that one instance that appears, hover over the instance and click API DOCS.

Screen_Shot_2017-12-28_at_3.41.52_PM.png

 

5. Within here there are API calls you can test. Clicking on each row will expand the options, such as making a live API call. Of these, there are a couple of important ones: 

  • Screen_Shot_2017-12-28_at_3.52.44_PM.png
    • GET/pages brings back all of the pages for which you have admin access to. This is important for figuring out what the problem is -- such as if there is a permission issue. 
  • Screen_Shot_2017-12-28_at_3.51.17_PM.png
    • POST/pages/{pageId}/subscribed-apps will subscribe a particular page to an app.

 

6. If there is a permission issue, you will see that there will be missing permission under GET/pages. A working account had 6 permissions listed versus a not working account had 2.

  • Not working: 
    Screen_Shot_2018-01-18_at_1.00.18_PM.png
  • Working: 
    Screen_Shot_2018-01-18_at_1.00.25_PM.png

Or if you make an API call to subscribe to the page with POST/pages/{pageId}/subscribed-apps, an error will be returned:

error - {message=(#200) User does not have sufficient administrative permission for this action on this page., type=OAuthException, code=200, fbtrace_id=Bt+tqBlGHsd}.

The API call would have the page id and the page_token entered into the respective fields, then you would hit execute. If you have access to multiple Facebook Ad accounts, make sure the id and the page_token are within the same object.

Screen_Shot_2017-12-28_at_3.57.14_PM.png

 

7. For pages that do have sufficient permissions but were not subscribing, you can manually subscribe a page using POST/pages/{pageId}/subscribed-apps following the same steps as Step 6. When it is successful, it will return a "success" : true response.

Screen_Shot_2017-12-28_at_4.05.23_PM.png

 

8. After following these steps, check if the Sailthru app ID now appears under the subscribed webhooks in the Facebook test tool.

 

Information to provide to Support:

  1. Log in to https://my.cloudelements.io/login using your credentials for Sailthru's Elements Connect app.
  2. Click the "Elements" tab on the left of the screen.
  3. Search for "Facebook Lead Ads" using the search bar and click "API docs" on the Facebook Lead Ads element.
  4. Click on their instance on the left hand side under (instances). There should only be one instance listed.
  5. Click GET /pages to expand the section and click "Try it out" and then "Execute". This will bring up all of the pages for which the instance's authenticated Facebook account has admin access for. Send the results of the call in the box below to Sailthru Support.
  6. Within the information received from the call to GET /pages, find the result object for the page that is not correctly subscribing to webhooks. 
  7. The page should have a pageId and a page_token that should be used to make a call to POST /pages/{pageId}/subscribed-apps. Click "Try it out" and enter the pageId and page_token in the input boxes. Click "Execute" and send the results of that call to Sailthru.
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