Possible errors & Solutions

This SOP helps support agents identify common SocialBu errors, explain them accurately, and give the safest next-step solution without overclaiming root cause.

Support Rule Always preserve the exact error wording when available.

For every case, separate:

• Error — the exact text shown to the customer

• Meaning — what it most likely indicates

• Solution — what support should advise or do next

1. Generic / Cross-Platform

1.1 File Not Found

ErrorError: File not found.

Meaning This usually points to an internal media storage/reference issue rather than a problem with the original file itself.

Common pattern:

• media imports correctly at first

• Later appears blank after the post fails

• Reattaching the same file and rescheduling can work again

Solution

• reattach the media file

• reschedule the affected post

• if recurring across multiple posts/accounts, escalate as a SocialBu-side media reference/storage issue

1.2 Unknown Publish Failure

ErrorAn unknown error occurred

Meaning This is a generic failure bucket. It may indicate:

• upstream API failure

• malformed payload

• unsupported content structure

• temporary platform rejection

• uncategorized platform response

Solution

• identify the exact platform

• identify the exact post type

• retry if appropriate

• if recurring, escalate with full platform/account/post details

1.3 Request Too Large / Too Much Data

ErrorPlease reduce the amount of data you're asking for, then retry your request

Meaning This usually suggests an upstream platform/API limitation or temporary rejection. It does not by itself prove that the static image or content format is the root cause.

Solution

• retry later

• confirm the exact platform/account where it happens

• if repeated, treat as a platform-specific API rejection and investigate further

2. X / Twitter

2.1 X / Twitter Rate Limit

ErrorHTTP error (429) while posting to twitter: {"title":"Too Many Requests","detail":"Too Many Requests","type":"about:blank","status":429}

Meaning This is an upstream X/Twitter rate-limit rejection. It means the request volume was temporarily too high for that platform.

Solution

• retry later

• reduce posting bursts

• avoid publishing many posts close together to the same X account

3. Facebook

3.1 Facebook Temporary Publish Rejection

Error May appear as a failed publish without a highly specific message, sometimes described by customers as repeated failures even with simple static image posts.

Meaning This often points to a Facebook/API-side temporary limitation or rejection. Do not assume it is caused by “too much posting” unless that is clearly proven.

Solution

• retry later

• verify whether it is isolated to specific Facebook pages

• if recurring, escalate as a Facebook-side delivery/platform issue

3.2 Facebook Reconnect Opens Browser but Does Not Return Properly

Error Typical customer wording: When I click to reconnect or add a new account it just opens Facebook in my browser and then nothing else happens.

Meaning The Facebook auth flow starts, but the handoff back to SocialBu does not complete properly. This can be especially relevant on mobile.

Solution

• if the customer is using mobile, acknowledge that directly

  • if they already removed Facebook Business Integration and retried, do not repeat only that step

  • if available, suggest trying through the SocialBu mobile app

  • if still failing, escalate as a reconnect-flow issue

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  3.3 Facebook / Instagram Accounts Not Visible in Composer

  Error Typical customer wording:

  • connected accounts not showing in post composer

  • team members cannot see accounts

  • a specific team member sees no team accounts

  Meaning This usually points to a team access / account visibility / permissions issue, not necessarily a disconnected account.

Solution

• check whether accounts are assigned to the correct team

• check whether affected team members have permission to access/post from those accounts

• if assignments look correct and accounts still do not appear, escalate as a team visibility issue

4. Instagram

4.1 Instagram Video Validation Failure

Error No single preserved error string here, but confirmed checks include:

• file validity

• duration

• width

• height

Meaning This usually indicates a video compatibility issue. The file may not meet supported Instagram publishing requirements.

Solution

• re-export the video in a compatible format

• verify dimensions and duration

• retest with a simplified compliant video if needed

4.2 Unsupported Instagram Direct Publishing Setup

Error Confirmed product rule: Post scheduling/publishing is not available for Instagram Direct Accounts anymore. It will be available for only those accounts that are connected via Facebook.

Meaning

Publishing is not supported for that connection type. The Instagram account must be connected through Facebook.

Solution

• reconnect Instagram through Facebook

• ensure the account is using the supported Facebook-linked business setup

4.3 Instagram Daily Limit / Burst Publishing

Error Usually no single exact error string from the customer, but the issue appears as delayed posts later failing in bulk.

Meaning If delayed scheduled posts later publish in a burst, Instagram’s posting limit can be hit. Known practical interpretation:

• burst publishing can hit Instagram’s 25 posts in 24 hours limit

Solution

• spread posts more evenly

• avoid backlog bursts to the same Instagram account

• reduce concentrated retry behavior

5. Google / External API Validation

5.1 Invalid Argument

Error400 INVALID_ARGUMENT: Request contains an invalid argument

Meaning An external API/service rejected the request payload as invalid. This may be caused by:

• content structure

• unsupported fields

• malformed request format

• upstream validation rules

Solution

• confirm the exact platform/service

• verify request fields and content format

• check whether the same content fails consistently

• escalate if this appears to be app-side formatting rather than normal API rejection

5.2 Google Business Profile Connected but No Location Returned

Error Typical symptom:

• account connects successfully

• expected Google Business Profile location does not appear

Meaning Authentication may have worked, but the connected Google account may not actually own/manage the expected location.

Solution

• confirm whether the connected Google account has owner/manager access to the required business profile location

6. Bulk Import

6.1 Imported Media Later Fails

Error Common downstream symptom: Error: File not found.

Meaning If imported media was initially accepted, later failures are more likely due to media reference/storage issues than CSV formatting alone.

Solution

• verify whether all posts are affected or only some

• check whether the same media is reused across multiple rows/platforms

• request the CSV only if needed for pattern review

6.2 First Comment Confusion

Error Usually a feature expectation issue rather than a direct error string.

Meaning First comment support is confirmed for:

• Facebook

• Instagram

• LinkedIn

• Reddit

Solution

• do not claim first comment support is missing without checking the exact workflow or UI path first

7. Queue / Scheduling

7.1 Daily Recurrence Confusion

Error Typical user issue:

• customer wants “daily” but does not see a dedicated daily option

Meaning There may be no separate daily toggle in that queue logic. Selecting all 7 weekdays under weekly recurrence effectively creates daily posting.

Solution

• advise using weekly recurrence with all 7 weekdays selected

7.2 Schedule Button Still Failing After Claimed Fix

Error Usually reported as:

• schedule button still not working

• fix did not resolve behavior

Meaning The only safe conclusion is that the issue still reproduces. Do not infer root cause from a recording or claim a backend cause without evidence.

Solution

• confirm the exact failing flow

• reproduce if possible

• escalate if still unresolved

8. Automation / RSS / Polling

8.1 RSS Automation Stopped Without Failed-Post Message

Error Typical customer wording:

• automation stopped working

• feed has new content

• no failed-post messages

Meaning The automation may still exist and be active, but is not correctly detecting or processing new feed items.

Known plausible causes include:

• duplicate or non-changing GUIDs

• unsupported enclosure/image structure

• stuck or delayed rss_polling state

Solution

• if the customer already tried normal troubleshooting, move to account-specific investigation

• check whether feed items are actually unique

• check whether feed structure uses expected image/enclosure patterns

• investigate whether automation polling state is stuck or delayed internally

8.2 Automation Missing After Billing / Subscription Issue

Error
Typical user interpretation:

• automation disappeared

• automation no longer working after downgrade or failed renewal

Meaning Treat this as deactivated/disabled rather than deleted, unless deletion is specifically proven. Billing/resource changes can disable automations.

Solution

• explain it as disabled/deactivated

• verify current subscription/resource eligibility

• avoid saying “deleted” unless confirmed

9. Billing / Settings

Error You have a subscription purchased from the mobile app. You cannot purchase or update a subscription from the web. Please manage your subscription from the mobile app. Meaning, the subscription is tied to the mobile app purchase flow, so billing/subscription changes cannot be managed from the web.

Solution

• Direct the customer to manage the subscription through the SocialBu mobile app

• If the same error appears inside the mobile app, escalate further