Troubleshooting Social Account Connections/Failed Social Posts

 

General troubleshooting

• Troubleshoot social accounts becoming unlinked
• Troubleshooting videos not posting correctly

Instagram

• Resolving Instagram posting error: "The requested resource does not exist"
• Fix Instagram rate limit issue
• Resolve Instagram "User Access Restricted" error message

Facebook

• Resolve links flagged by Facebook
• Reset Meta permissions

YouTube

• Resolve YouTube thumbnail posting error

Google Business Profile

• Fix Google Business Profile permissions issue

 

Troubleshoot social accounts becoming unlinked

If you notice that some of your social accounts have become unlinked from the Social app, there are a couple reasons why this may happen:

1. Some social media platforms require you to relink your accounts every 60-90 days as a form of security. The following platforms are eligible for relink after 60 days: LinkedIn, Instagram, Facebook
2. If any passwords or permissions on the linked accounts were changed, the linked social platforms will require you to relink the account immediately. How to relink an account.

 

Troubleshoot videos not posting correctly

If you have a social post that was supposed to have a video, but instead shows as a still image or a URL, it's most likely due to an issue when the video was first uploaded to the platform.

To ensure that your video appears on social posts successfully:

1. Add your video and make any changes you would like to the content, and then choose which accounts you want to set as the "defaults". Click Save Content.

2. On the main page of your Content Library, click on the new piece of content. A blue "progress bar" will appear at the bottom of the post. Let the progress bar fully load and disappear before refreshing the page.

If you still run into issues when posting the video, we recommend checking that your video has the following attributes:

• Container: MP4 (MPEG-4 Part 14), no edit lists, moov atom at the front of the file.
• Audio codec: AAC, 48khz sample rate maximum, 1 or 2 channels (mono or stereo).
• Video codec: HEVC or H264, progressive scan, closed GOP, 4:2:0 chroma subsampling.
• Frame rate: 23-60 FPS.
• Maximum resolution: 1080x1920
• Minimum aspect ratio [cols / rows]: 4 / 5
• Maximum aspect ratio [cols / rows]: 16 / 9
• Video bitrate: 5Mbps recommended
• Audio bitrate: 128kbps
• Duration: 3 seconds minimum, maximum is dependent on platform (See the Platform Posting Guide for specific requirements for each platform)
• File size: 512 MB maximum

 

Resolving Instagram posting error: "The requested resource does not exist"

If you receive an error stating "the requested resource does not exist" when posting for Instagram, you can first double-check your Business Integrations settings in your personal Facebook account:

1. Log in to your personal Facebook account that you use to link your accounts to the social app.
2. Click on the small drop down arrow at the top right of your screen and then click Settings & privacy > Settings. From there, click Business integrations on the left hand side (or click this link).
3. Find Marketing 360® on the list of integrations, and click View and edit.

4. In the pop-up window, ensure that all Facebook Pages are checked in all sections. Once you've checked all Pages, click Save.
   
   If you don’t see any individual Pages listed here, it means that you’ve previously granted Marketing 360® permissions to access all Pages. If this is the case, skip to the step below.

5. Once complete, head back over to the Settings page on your Social app and refresh your Instagram account. 
   
   If you still see the same error, or you didn’t see Pages to add in step 3, you'll need to remove Marketing 360® from Business Integrations in Facebook entirely, in order to then reestablish the authorization for Marketing 360® for access your Facebook account with the correct permissions. You can do that by checking the box next to Marketing 360® and clicking Remove.
   Note: This will disconnect any existing Facebook and Instagram accounts you have connected to Marketing 360® and they will need to be refreshed.
   
   Once complete, head back over to the Settings page on your Social app and refresh your Instagram account again.
   

 

Fix Instagram rate limit issue

The "Rate Limit Exceeded" error on Instagram is a common issue that many Instagram users receive, regardless of whether a profile is connected to the Social app. Usually, this error happens when an Instagram account engages in too many activities in a close span of time, such as leaving too many comments or following too many accounts in quick succession. Sometimes, this error appears due to usage from a third-party connection. Below are some common reasons you may receive the error while posting to Instagram on the Social app.

 

Using too many hashtags

If you add bulky hashtags, or use the same hashtags over and over again, you can receive this error when you try to publish the post.

Consider using no more than five hashtags per post,  anddon’t repeat the same hashtags for every post that you make on Instagram. Find different hashtags within your niche and use them randomly across your posts.

 

Using one account for multiple streams

If you are posting to multiple social streams from the same Instagram account, then you may receive this error message due to overactivity on the account. One account should be used only for one stream. In addition, make sure your Instagram account is not linked to any other third-party applications outside of Marketing 360®.

 

IP address limit is exceeded

If the IP address you are using to access Instagram or the Social app has been used on that reached the maximum daily limit for request, you may receive this error because Instagram has already saved the IP address. If this is the case, then you can try accessing Instagram or the Social app from a different IP address.

 

Resolve Instagram "User Access Restricted" error message

If you receive a "User Access Restricted" error when posting to Instagram, it is due to an Instagram Professional account becoming inactive, check-pointed, or restricted.

To resolve this error:

1. Log in to your Instagram account on instagram.com on a desktop or laptop device (note: these steps cannot be resolved using the Instagram app or on a mobile device).
2. Once logged in, Instagram will present you with a screen asking you to enter the missing information, such as a birth date. Enter the requested information.
   Note: If Instagram asks you to enter a birth date, you will need to enter a date that would present the user as over the age of 13. We highly recommend that you set this date as 21 or above. If a birthdate that is less than 13 years is entered, you will have to enter a new birth date and provide proof by uploading a photo of ID.

After completing those steps, you should be able to post to Instagram again. However, if the error persists, then you may need to verify the account's managed assignments in Meta Business Suite:

1. Visit business.facebook.com and switch into the page that the Instagram account is connected to.
2. Click the "Settings" icon in the bottom-left corner of the page.
3. Click on the user you're logged in as (will show as (You) for that user).
4. Click Manage next to the Instagram account.
5. A pop-up will appear, where you can manage which items your user account is assigned to. Make sure every option is turned on, then click Save.

 

Resolve links flagged by Facebook

If you receive an error message stating "Please double check and remove any links from this post" when sharing a link on a Facebook post, you will need to troubleshoot with Facebook directly. This happens when the link has previously been shared on Facebook (by you or anyone else) and was reported with a violation on the Facebook platform.

To resolve this:

1. Log in to your Facebook account, and share the post on Facebook directly. In most cases, the post will fail and you will see a similar error from Facebook.
2. Click the "let us know" link within the Facebook error message, and work through the steps to let Facebook know you believe it's an error.
3. If you don't see the same error message, you can reach out to Facebook for support here.

 

Reset Meta permissions

If you have a permissions issue on Facebook or Instagram, then you can reset your permissions and re-link the account(s).

1. Navigate to facebook.com, and log in with the personal Facebook account that has admin access to your Pages.
2. Click your profile icon in the top right corner, select Settings and Privacy, then click Settings.
3. Scroll down on the left-hand menu, and select Business Integrations.
4. Click on Remove next to Marketing 360®, then click Remove again.
5. Proceed back to the Marketing 360® Social app and follow these steps to re-link your account(s).

 

Resolve YouTube thumbnail posting error

If you experience posting failures to Youtube, with the error "The authenticated user doesn't have permissions to upload and set custom video thumbnails", you can fix this within your YouTube account settings:

1. Log in to your YouTube account.
2. Add a phone number to your YouTube channel on this page. This will unlock custom thumbnail permissions for your YouTube account.
3. Open your Marketing 360® Social app's Settings dashboard, and follow these steps to re-link your YouTube account.

 

Fix Google Business Profile permissions issue

If you experience posting issues with your Google Business Profile account, then you may need to check the permissions on that account.

First, you will need to confirm that your location is verified on Google Business Profile, and that there aren’t any duplicate locations in Google Business Profile. Even if the one you’ve linked is verified, a duplicate location that is not verified can affect posting on your account.

To confirm that your location is verified:

1. Open your Google Business Profile by searching for your business in Google Search.
2. Click the "three dots" icon to the right of where it says "Your business on Google", then select Your Business Profiles from the menu.
3. All of your business profiles will be listed. All verified profiles will be marked with a "Verified" badge. If it is not verified, follow these steps to verify the listing.
   
   Any duplicate profiles will appear on this page as well. If there is a duplicate profile, then you can follow these troubleshooting steps.

Then, you will need to verify that the email address you used to link the account to Marketing 360® is an Owner of the profile:

1. Open your Google Business Profile by searching for your business in Google Search.
2. Click the "three dots" icon to the right of where it says "Your business on Google", then select Business Profile settings from the menu.
3. Click on Managers.
4. A list of every email address for users on your profile will appear here. Confirm that your user account is listed as the Owner. If it is not, then you can follow these steps to change the Owner of the profile.

Finally, check whether you are able to post directly on the Google Business Profile page outside of the Marketing 360® Social app. You can check this on your Google Business Profile by seeing if you have the option to click Add update and successfully save the post.