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FB Messenger not working in some devices

FB Messenger not working in some devices

I've successfully set up FB Messenger in our website (or so I thought) by following the setup instructions posted with the latest JFBConnect update.

However, it turns out that, after the FB Login prompt, some users get a "This Page isn't Available" FB error page, and clicking on the messenger on mobile only opens a "Trouble Loading" FB page.

Did I miss anything during setup/config?

jtquinto
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Re: FB Messenger not working in some devices

The main reasons we know of for that message are:
* Your Facebook Page isn't correctly connected to the Messenger bot. Make sure you've properly set the Facebook Page ID in the JFBConnect settings area, as described in our blog post:
https://www.sourcecoast.com/blog/facebo … for-joomla
* Your Facebook Page is restricted in some way and the current user isn't allowed to access it. The restriction could be regional, age based, or one of many other factors that could be limiting who sees it.

I hope that helps, but if not, let us know and we'll gladly help investigate further.

Thanks,
Alex

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JFBConnect | SCLogin

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Re: FB Messenger not working in some devices

I'm able to use the chat on different browsers on my laptop, but I can't seem to access the website chat on my mobile.
The Facebook app on my phone opens, then I just get a blank  "Trouble Loading, Tap to Retry" page.

The target FB Page doesn't have location and age restrictions.

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Re: FB Messenger not working in some devices

I'm able to use the chat on different browsers on my laptop, but I can't seem to access the website chat on my mobile.
The Facebook app on my phone opens, then I just get a blank  "Trouble Loading, Tap to Retry" page.

The target Facebook Page doesn't have location and age restrictions, and the same Facebook Page's ID is in the JFBConnect component.

Edited by: jtquinto - Aug-08-19 12:36:49
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Re: FB Messenger not working in some devices

Clicking on the Messenger icon on the SourceCoast website from my phone also nets me the same FB Error screen.  The chat functionality works when viewing from on my laptop, though.

Viewing from a Samsung S9+, if that helps.

https://www.sourcecoast.com/images/agorapro/attachments/49670/mini_Screenshot-20190809-044648-Facebook.jpg

Edited by: jtquinto - Aug-09-19 01:35:16
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Re: FB Messenger not working in some devices

I was just able to reproduce the Trouble Loading screen on my phone for the chat on sourcecoast.com, whereas it works properly on Alex's phone. Very strange...

I haven't seen any obvious bugs on the FB developer bug list regarding this behavior, so I'm unsure whether it's something in the Page settings, the widget setup or some underlying bug with the fb-customerchat plugin. We'll have to investigate this further to see what's going on.

-Melissa

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Re: FB Messenger not working in some devices

Thanks!  Please keep us posted.
Waiting for your resolution on the matter.

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Re: FB Messenger not working in some devices

Hi.

Do we have an update on the fix/solution for this bug/issue?

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Re: FB Messenger not working in some devices

I have the same issue with FB Messenger and also with FB login on mobile (Android). Both work fine on desktop - but just give error screen on mobile.

https://tributize.com is my url

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Re: FB Messenger not working in some devices

We've been tracking, and trying to understand this issue further. At the beginning of the month, we were able to recreate the problem on 2 different mobile phones (Android based). At that time, another Galaxy S9 was not having the problem.

Now, the devices that weren't working before are now currently working. It seems like Facebook has made some updates on their end to fix some issues. Is anyone on this thread still having troubles? If so, can you post (or Private Message) a URL where you're having an issue and the device (phone type and browser) that's having problems?

We'll gladly continue to investigate, but everything we've turned up so far indicates that JFBConnect is implementing the Messenger feature properly. It's something in Facebook's API that is a problem and seems to be improving.

Thanks,
Alex

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Re: FB Messenger not working in some devices

I'm still having problems using the messenger plugin on our website (vionicshoes.com.ph) and on the SC website. But now, I'm just being redirected back to the website; there's no Error message anymore.

I'm using a Samsung S9+

My friend can use the messenger plugin on her Note 10.

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Re: FB Messenger not working in some devices

I just tested on a Galaxy S9 with Chrome and could see the button, click on it and see the "Start a conversation?" message.

Can you tell us:
* What browser you're using?
* If there's any adblocking or other privacy add-ons on your phone?
* Any other details about the testing environment?

I don't know of anything we can do to diagnose this as we can't recreate it and it seems like something specific to your phone. If you are able to test with someone else's Galaxy S9, that would be great as well.

Thanks,
Alex

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Re: FB Messenger not working in some devices

Was able to use FB Messenger on the Galaxy S9+ using Chrome.
For the Samsung Internet browser, I turned off Popup Blocking and was able to use the Messenger, too.

No further problems, so far.

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Re: FB Messenger not working in some devices

Glad to hear you got it going. Knowing that it was the popup blocker really helps us if we hear this again in the future from other customers.

Thanks for your feedback,
Alex

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