Frequently Asked Questions

Frequent Issues with "Post Failures" or "Missing Posts" and How to Resolve Them

At times, we receive reports regarding "post failures" or "missing posts" from our users. While some of these cases may indicate a problem with our system, it is often associated with issues on the respective social media platforms or user-related factors.

Here are the recurring issues we encounter frequently and our recommendations on how to resolve them, which should assist you in troubleshooting any "publish/post failures".

Calendar Filter

Occasionally, users have applied filters to one or two profiles on the Publishing page and inadvertently kept them enabled. As a result, you may not see all your scheduled posts on the Calendar, leading you to believe that they have disappeared.

How to resolve:

To address this, navigate to the upper right corner of the Publishing page and click on the Profile(s) Filter icon (as shown in the image below). Under the View Posts section while By Profile is the default, tick the checkbox next to "Select All" and hit the "OK" button to ensure that all posts and profiles are displayed on the Calendar.



Note: You can also filter the profiles on the Visual Calendar as shown in the screenshot below. Go to Publishing > select Visual Calendar > under the Filter section - By Profile, tick checkbox next to Select All > click the Filter button.




Renew Token

In many cases, it is necessary to renew a token that has either expired or become invalid. This situation can arise due to various reasons, such as a user changing their password on the social media site or enabling two-step authentication. Some platforms, like LinkedIn, also reset tokens periodically.

How to resolve:

To renew a token, you can choose to do these options :
Renew Expired Token - Click the "Expired Tokens" dropdown button on the upper right part of your screen, and then click on the "Renew now" button next to the profile that needs to be renewed; OR
Manage Accounts - Go to the Manage Accounts at the left panel menu and look for the account/profile that needs to be renewed. Click on the three vertical dots menu and select "Renew token".
Refer to the screenshots below and then follow the instructions provided in the subsequent window to renew the token successfully.





Note: For Facebook and Instagram (Business/Creator) specifically, if you attempt to post to a Facebook Page or Instagram account where you have insufficient permissions, your tokens will be automatically expired. Examples include situations where the Facebook account is no longer an Admin of the Facebook Page, the Facebook Page requires two-factor authentication (2FA) for posting, or Facebook requires identity verification before allowing posting on the page.


Turn on Email Notifications

To receive alerts for post fails, you can enable email notifications. This way, you won't be caught off guard or learn about post failures the hard way.

Due to the complexities of API requirements for certain social media networks and occasional connectivity issues, posts might not get published. By enabling email notifications, eclincher can promptly notify you about any failures and provide additional details, allowing you to take appropriate action.

How to resolve:

To enable post failure notification emails, follow these steps:

In the eclincher desktop app, click on the Profile icon at the top right corner of the page and access Notification Settings.
You can enable or disable this functionality at any time from the Notification settings.




Post Approval - Missing Profile or Schedule

For Premier and Advanced plans, a post approval workflow is enabled. If a post in the approval list lacks either a PROFILE or a SCHEDULE (i.e., the Profile or Schedule fields are empty), the post will remain in the approval list queue and won't be added to the Calendar.

How to resolve:

To locate the missing post, go to the Approval List tab. Scroll down to the specific post you are looking for and check if the "Profile and Schedule" fields (as shown in the image below) are populated correctly.




Post Approval - Due Date Passed

If a post was assigned for approval with a set Schedule due date, but the approving party approved the post after the Schedule due date, the post will remain in the Post Approval List and won't be published or appear on the Calendar as scheduled or posted.

How to resolve:

To resolve this issue, a new date must be set, and the approval must be granted before the scheduled date of the post.


Instagram Story (Push notification optional)

Instagram (IG) does not allow posting to "Story" or posting multi-images ("Carousel") from non-mobile devices before. However, eclincher is always keeping up to date and can publish a Story or Carousel directly without using the push notification.

How to resolve:

When posting to IG STORIES & REELS, please follow these steps:

Upload the image or video attachment.
Note: The publishing option will only appear once the image or video is attached.

Before posting, click on the publishing option to change it to "Reels" if you want to publish the video as reels only, "Stories" if you want to publish as a story, and "Posts & Reels" if you want to publish on both.



To view the image and video requirements for publishing IG Feeds, Reels and Stories, please refer to this article: Media Setting Guidelines per Social Platform


Post Failed / Didn't Publish on Google Business Page

If you scheduled a post or attempted to publish it to a Google Business location, and the post failed to publish, there could be several reasons for this.

How to resolve:

Consider the following options to address the issue:

Ensure that the team member or the person responsible for publishing and scheduling posts to Google Business is defined as a Primary owner, Owner, Manager, or Communications Manager. You can configure this setting in the Google Business Settings popup.



If you have more than 10 locations on Google Business, the API does not support publishing. Currently, the API only allows up to 10 locations (Google may expand this support in the future).

If the Google Business location category is set to Hotel or Casino, third-party applications like eclincher cannot post to this location due to Google's policy.


Summary:

Occasionally, we receive complaints about "publishing/post failures" or "missing posts". While some of these incidents might indicate an issue with our system, most are related to social media platform issues or user-related factors such as forgotten profile filters.

We hope this guide has helped you locate any missing posts. However, if you still cannot find your post, please contact our eclincher live Support Team for further assistance. We’re here to help you every step of the way.

Thank you,
The eclincher Support Team

Updated on: 20/10/2024