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  7. Autotune Facebook API Error: An unknown error has occurred.

Topic-icon Autotune Facebook API Error: An unknown error has occurred.

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3 years 10 months ago #66401 by kimbare
1. When I run Autotune it gets to the Facebook App Configuration and then I get the error Facebook API Error: An unknown error has occurred.
2. I am not able to save values for Canvas URL, Secure Canvas URL, or the Page Tab URL. It does not matter if I enter the values or don't enter them and then save them as either Save All REcommendations or Save Custom Settings. No matter what I do it will not save values for those fields.

The associated facebook app has been working fine for months. It is live and have permissions for Facebook Login, Analytics, and Instagram.

3. The site check shows no errors, but the JFB Connect Remote Error Checker says: Error: Uh oh! We could not fetch page due to an unknown error.

However, the login it working on the site.

What is going on? Why are we getting these errors when we have permissions, it has worked fine for months, and it's allowing us to login to the site?
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3 years 10 months ago #66402 by fb_100000593916283
I am seeing the same thing when I just updated this morning.

I'm also having issues with the social sharing plugins, but I'm still parsing that. It may be a changed setting etc.
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Support Specialist
3 years 10 months ago #66403 by alzander
Sorry for the trouble. The SSL certificate file on our Autotune server had some expired root certificates. That was preventing Autotune from validating SSL certificates on some of our user's sites. We've updated the root certificates and tested both of your sites with Autotune and the issue is gone.

Please test and try again. Sorry for the inconvenience!

Steve,
Your issues for social sharing plugins are likely separate. If they persist, open a new thread and we'll gladly help get you going!

Thanks,
Alex
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3 years 10 months ago - 3 years 10 months ago #66404 by chramb1
Same error. Just tried it. All of my sites.

When I try to save custom settings OR recommendations, I get an "unknown API error" message.


Last edit: 3 years 10 months ago by chramb1.
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Support Specialist
3 years 10 months ago #66408 by alzander
The error above regarding Autotune has been fixed and we were thinking/hoping that would fix the other issue as well, but I guess not.

We're investigating the possible cause of the Facebook API issue. There is an API change from Facebook coming up at the end of this month. They usually start rolling those out earlier to some sites to test. We'll try to recreate on multiple sites to determine what the cause could be and get back to you.

Thanks,
Alex
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3 years 10 months ago #66409 by kimbare
I am still getting the same error. It says Facebook API Error. An unknown error has occurred.
Also, I still cannot save information on the Canvas or Page Tabs. Regardless of where I click save custom settings or save all recommendations, it won't save any change.
What is going on?

It's NOT fixed.
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Support Specialist
3 years 10 months ago #66414 by mel
So in addition to the issue that was fixed above, it looks like Facebook has also limited API access to the canvas_url property. There's no documentation of the change and it looks like it's still available in the API docs, but it's throwing an error now if we try to set it. We made a change to Autotune on our server to account for this, which will not require a JFBConnect update. Can you go into your JFBConnect backend > Autotune > Facebook App tab and hit the "Refresh" button in the Autotune toolbar (next to <Network Settings) and then try to save the settings again?

-Melissa
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