Troubleshooting

Facebook ends sessions periodically. Reconnect through the browser extension.

If it expires again within minutes of reconnecting, it is usually not an expiry at all. Two things to check, in this order:

1. Connections, for a security check — that needs clearing on Facebook first.
2. Whether the same Facebook account is connected on another SocialSgnl account. Only one can hold it at a time, and the other one goes dead.

One Facebook account can be connected to one SocialSgnl account at a time. Connecting it in a second place would break both: Facebook issues fresh session cookies as you work, only one connection can keep up with them, and the other is logged out within hours.

If you want two SocialSgnl accounts running at once, each needs its own Facebook account.

To move an account from one SocialSgnl login to another, email support@socialsgnl.com and we will release it.

Open Facebook in your browser and complete whatever it asks for. Only then reconnect.

Facebook is rate limiting it. SocialSgnl backs off and retries on its own, and the wait grows if it keeps happening.

Nothing for you to do. If it happens often, lower your posts per group or lengthen your schedule interval.

In order of likelihood:

1. The groups were already up to date. A group is not read twice inside the automation's own interval. Normal, and it saves your allowance.
2. The automation has no groups. Check that what it listens to comes to at least one group.
3. The groups are quiet. Widen the time window in Leads and see what is actually there.

Posts are being found and scored, but no replies are written.

• The match threshold is too high. Look at what Leads found and what it scored. If good leads are sitting below your threshold, lower it.
• Your brand is too vague. Scoring compares posts against what you do. A one line description scores everything poorly.
• Your monthly AI allowance is used up. Check Plans and billing.

You can always press Generate on a specific lead. That works below the threshold.

Automatic publishing is off, so replies wait for you in Leads.

Approve them and they go out on the next run. Or turn Post automatically on, once the drafts read the way you want.

Choosing "Scheduled" saves the setting. It does not start it.

Press Start schedule. The button in the header shows what will happen next: Run now when manual, Start schedule once configured, Stop schedule while running.

Also check quiet hours, in case the run window falls inside them.

A run is owed and has not happened. The clock only moves forward when a run finishes, so anything that stops runs finishing leaves it reading due now rather than a time.

Usually one of:

1. A run is still going. Check the header for Running. A long run over many groups can outlast its own interval.
2. Runs are failing. If the header says how many have failed in a row, fix that first — the schedule cannot advance past a run that never completes.
3. The account needs reconnecting. A schedule keeps its place while the connection is broken and resumes once it is fixed.

One failed run is an incident. The same failure every hour is a broken schedule, so the header counts them rather than showing only the most recent.

The message after the count is the reason the last one gave. Fix that, then press Run now — a success clears the count.

The commonest cause by far is an expired Facebook session, because a schedule keeps firing against it until somebody reconnects.

An automation publishes as the profile or Page set under Post as.

If a group is reached through a different Facebook account than the Page belongs to, the reply comes from that account's own profile instead. This is deliberate, so one mismatched group does not fail every reply.

Some group posts have replies locked. SocialSgnl notices, marks the post, and moves on without retrying.

Facebook does not always say so plainly. When it refuses the comment without giving a reason, SocialSgnl tries three times before deciding the post will not take one — so a comment on a locked post can sit in the queue for a few runs before it is set aside.

Nothing to fix.

A comment that fails to post is tried again on the next run. If it keeps failing for a reason that is about the comment itself rather than the connection, SocialSgnl stops after three tries and leaves it alone.

Problems with the connection — an expired session, Facebook rate limiting — do not count towards those three. Those fail every waiting comment at once, and giving up on all of them because the account needed reconnecting would be the wrong answer.

A post whose link SocialSgnl cannot read is given up on immediately, because re-reading it cannot change the answer.

Failure messages describe the moment a run failed, and they stay visible until a later run finishes.

If the message is about a connection you have since fixed, it is shown as history rather than as a live problem. Run it again to replace that message.

The server restarted while the automation was working, so the run was cut short.

Nothing was lost. Everything it had already found and written is saved, and Activity shows the counts it reached. The numbers are lower than a full run because it did not get to the end, not because there was less to find.

This is not a failure and there is nothing to fix. A scheduled automation picks up on its next run. For a manual one, press Run now when you want the rest.