Duplicated Add to Cart Events and invalid parameters sent from server

  • Resolved sirio345

    (@sirio345)


    2 years, 7 months ago

    Hello,
    in the last month we noticed that there has been a huge problem in the way facebook pixel is tracing the statistics and the events generated by users our website particularly statistics regarding “server events” which are largely inaccurate, approximately 1 “browser event” (which is real comparing to google analytics data) every 500 “server events”.

    The mismatch is causing problem with the optimization of our campaigns on facebook/instagram.
    Using the facebook pixel helper on google chrome we are unable to debug and the event parameter tracing seems to work properly.

    We also received this alert in the facebook business manager “Your server is sending an invalid parameters value for your AddToCart event. This may be because there was an error in the parameter value. This may cause issues with the attribution and delivery optimization of ad campaigns that are using this event”

    Every plugin on our site has been updated to hte lates release but it didnt solve anything
    Is there a way to understand what parameter is wrong and how to avoid server events duplication? Is there a way to understand where this huge amount of duplicated “server events” come from and optimize the deduplication of the server events only? I see no option regardin this both in the Facebook Manager nor in the plugin options
    Hope someone can point us in the right direction to solve the problem.
    Thanks for you support

    The page I need help with: [log in to see the link]

Viewing 13 replies - 1 through 13 (of 13 total)
  • Plugin Support Thu P. a11n

    (@thup90)

    2 years, 7 months ago

    Hi there,

    Could you share your System Status Report, it would help us to understand your site setup a bit better. You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, paste it here in your reply.

    Thread Starter sirio345

    (@sirio345)

    2 years, 7 months ago

    
### WordPress Environment ###

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### Status report information ###

Generated at: 2021-09-15 21:23:58 +02:00
    Plugin Support nathvi V. a11n

    (@nathvi)

    2 years, 7 months ago

    Hello @sirio345

    Thanks for your response!

    These errors appear to be about a known bug that has been reported to the Facebook for WooCommerce developers. You can learn more about this bug here: https://github.com/facebookincubator/facebook-for-woocommerce/issues/1777

    The recommended steps for getting around this issue are the following:

    * Check that your pixel is connected. This Chrome extension created by Facebook will verify that your Facebook pixel is working properly.
    * Make sure there aren’t any browser extensions blocking Facebook user agent and IP addresses
    *Enable debug logging and see if you are getting any obviously errors

    If this does not work to resolve the problem, I would recommend enabling logging in the extension:

    Head to Marketing > Facebook. And enable debug mode at the bottom of the screen and save the settings After this, repeat the steps to replicate the error.

    Thank you!

    Thread Starter sirio345

    (@sirio345)

    2 years, 7 months ago

    Hello thanks for the response I checked the thread on git hub and followed every step you suggested. Consider also that we already enabled the “debug logging” into the facebook for woocommerce plugin settings to see if there were obvious errors. The log is extremely long but apparently the are not obvious errors or warnings. Can you specify what kind of error I’d have to check for in the log?
    If you prefer I can share the complete log.

    Plugin Support con

    (@conschneider)

    Engineer

    2 years, 7 months ago

    Hi again,

    Is there a way to understand what parameter is wrong and how to avoid server events duplication?

    In general I would also try and disable all caching. That can also effectively derail analytics and other tracking events. I can see you SiteGround Optimizer: by SiteGround – 5.9.6 active. This also adds caching, correct?

    The log is extremely long but apparently the are not obvious errors or warnings. Can you specify what kind of error I’d have to check for in the log?
    If you prefer I can share the complete log.

    Yes, typically it would be one of these: https://www.facebook.com/business/help/490934944618455?id=1205376682832142 – for example missing event name or duplicate event detected, that would cause a fumble.

    If you prefer I can share the complete log.

    Sure, I would recommend something like: https://justpaste.it or similar. You can also let content uploaded there expire: https://d.pr/i/8KguTw

    Kind regards,

    Thread Starter sirio345

    (@sirio345)

    2 years, 7 months ago

    Hello again, regarding the cache it is one of the first thing we checked. WP rocket has been disabled for over two weeks now and also the Siteground optimizer has all the settings deactivated so it shold not interfere. Anyway to be sure I have now deactivated also SG optimizer plugin.

    here is the link with one of the latest facebook for woocommerce log
    https://justpaste.it/ls/8yu5i/rad4ybx90vcm495w

    hope this can help
    regards

    Plugin Support con

    (@conschneider)

    Engineer

    2 years, 7 months ago

    Howdy,

    Hello again, regarding the cache it is one of the first thing we checked. WP rocket has been disabled for over two weeks now and also the Siteground optimizer has all the settings deactivated so it shold not interfere. Anyway to be sure I have now deactivated also SG optimizer plugin.

    Gotcha. We have had cases where remnant cached files were still being served. If you can have a look around via FTP maybe as well. For example: https://docs.wp-rocket.me/article/133-manually-clear-wp-rocket-cache – screenshot: https://d.pr/i/TmmKTa

    here is the link with one of the latest facebook for woocommerce log

    Thank you. That does look good like you said. You are on the most recent plugin version, the correct API version. There is only some minor errors such as: body: {"error":{"message":"(#100) Could not find Product Item for catalog id which should correct itself. That all looks ok to me.

    Let’s turn back to your initial remark: “Is there a way to understand where this huge amount of duplicated “server events” come from and optimize the deduplication of the server events only?”

    Could you post that server events list + browser events list that made you check on this in the first place? Maybe something sticks out.

    Kind regards,

    Thread Starter sirio345

    (@sirio345)

    2 years, 7 months ago

    Hello again,
    Regarding the cache I deleted all the wp rocket cache folder and deactivated SG plugin let’s see if something change.
    Regarding server events list apparently from facebook there is no way to see or export that list.
    We only have a metric that indicate that the quality of event correspondance is very very low and can interfere with the results of the campaign (and it does impact the results, because since the problem first appeared the results of the ads campaign are very very bad)
    here is a link to see the screenshot from facebook
    https://justpaste.it/ls/92vjo/mxlw399i8x31fdl8
    consider that of 602 add to cart events only 4 were from browser and true according to google analitycs data.
    That metric changes from time to time one day is for add to cart events the other form search events. The problem is always a huge numer of server events compared to browser events.
    In the facebook business manager they suggest to keep high the percentage of “deduplication” of the events but does not give insights on how to configure that parameter. Actually the deduplication percentage is around 14% for browser event and only 6% on server events. Do you know if those percentage can be modified?
    Do you think that deactivating plugin or reconfiguring the connection with the catalog something can change?
    Thanks for your support
    S.

    namaste24

    (@namaste24)

    2 years, 7 months ago

    btw – I see that this issue is reported already many times and noone seemed to be able to resolve it. My ads stopped working in June – I am not sure if there is a sense in running them again if API is not working properly

    Plugin Support Adam Heckler

    (@adamkheckler)

    2 years, 7 months ago

    Have you tried turning off the automatic event tracking as detailed here?

    https://www.facebook.com/business/help/555177831677798?id=1205376682832142

    I’m not really an expert on Facebook’s Event Manager myself, but it seems like that might cut down on the server events perhaps?

    Let us know, thanks!

    Thread Starter sirio345

    (@sirio345)

    2 years, 6 months ago

    Unfortunately nothing worked for us and also the support from facebook itself was almost useless in pointing us to the right solution. We decided for now to deactivate the plugin and insert the pixel code manually. We will evaluate to use the plugin again in the future if the bugs tha impact us will be resolved.
    thanks for support

    namaste24

    (@namaste24)

    2 years, 6 months ago

    sirio345 – could you let me know here if that solution worked? Will be grateful as we are in the same place.

    Plugin Support Nicholas E. – a11n

    (@nicholasje)

    2 years, 6 months ago

    Hi @sirio345,

    Thanks for the update and your patience while we try to help you resolve the issue. Sorry to hear that you didn’t have much luck.

    Since you’ve decided to no longer use the plugin, I’ll close this thread for now, but feel free to reopen it if you ever want to dig back into it.

    @namaste24,

    Feel free to start your own support thread here. Let us know what you’ve already tried and we’d be happy to continue assisting you. 🙂

Viewing 13 replies - 1 through 13 (of 13 total)
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