Hi, I got this message from a Cookie Connection member this morning. I am not sure why your tech support would direct her to me, as I do not have the technical expertise to address this matter, as you know. I am hoping you can help resolve this for her/me. I have successfully integrated all of my social media accounts (including Instagram) on my profile, as have many others so I have no idea why she would be getting this message. Any idea how to help? THANKS!
This is the response I received back when I emailing the site tech. I am using my iPhone 7 and Safari browser to try to integrate with Instagram and got the error described above. Please advise. Thanks!
Instagram appears to be properly integrated on all backend control panels on Cookie Connection; I've received no error messages from the social strata/Hoop.la platform to indicate otherwise. So I definitely need help on this one. I have no idea how to fix it. All your system shows me says it's fine; I clicked on the integrated link in my profile as well, and it directs me to Instagram just fine.
The reason we directed her to you is because you are the only one who can fix the issue. I suspect the issue is caused by the change of your site (and all Hoop.la sites) to use SSL. You will need to go into the Social Networks section of your control panel and look at the Instagram configuration. Make note of the Redirect URI to use. Then go into the Instagram app configuration and make sure the redirect URI there matches the one from the Hoop.la control panel. Make sure it’s using https, which it may not be.
Let me know if you have any other questions about this process!
Thanks, Brian. Next time, please just open up a trouble ticket on something like this when a customer has an issue. I can't fix back-end integration issues without direction from your team when all looks seamless and fine on my end. I just don't have the expertise, as you know.
Karen, Can you please try integrating again? Hoop.la recently changed the site address from http:// . . . to https://, and the Instagram setup indeed had the old http prefix on the site redirect address. I just fixed it. Please let me know if you have trouble integrating any other social media accounts too, as they might be affected the same way. It may take me a while to check all of them though, so please bear with me. I am in the middle of a very heavy work period right now.
So, Brian, I changed the redirect URI, as well as the site address, on my Instagram API, and Karen now gets this message:
I'll send screen shots on what I changed. Your tips on what else I need to change would be helpful, as this is a quagmire to me.
BRIAN, Here are the two pages on the API that I changed, just the web addresses and redirects from http to https:
Brian, I wonder if the message Karen is getting doesn't relate to this screen? It's talking about people needing to accept invitations to be sandbox users? Again, any idea what more needs changing, as I am at a loss. Have any of your other Hoop.la clients had social media integration issues since you changed the addresses to https, and have you provided them any guidance on how to deal with this, not just for Instagram but across the board of all platforms? THANKS
Hi, Brian and Karen. I'm back again. So . . . what appears to have happened (Brian, correct me if I am wrong) is that in making the web address changes, my account was put back into "sandbox" or test mode, which means only I have the integration functionality now (as shown in the "sandbox" screen shot above, under "sandbox users"). I have thus had to resubmit the entire request for integration capabilities (this app) to Instagram for review and approval. Once they approve it, which they hopefully will do as they did before, I should be out of sandbox mode and integration should work for Karen. If dealing with Instagram in the past is any indication of what will happen now, it could be days or weeks before I am re-approved. I'll try to keep everyone posted here. Thanks for your patience, Karen. And thanks for pointing out this issue - I wouldn't have known about it otherwise.
Brian, it appears as if many of my other integrations were also affected by the SSL changes you made - all but Facebook, I think. So I have several that I need to now change and possibly resubmit for approvals. I think it would be helpful to other your communities/clients if you could alert them to check these areas, so they don't stumble into problems like this. I had no idea these things would be impacted by what you guys changed, or I would have started this fix a while ago. Just trying to help others avoid the same thing . . .
Thanks so much.
Thanks much for the feedback. I'm sorry you've run into these difficulties! Your site is the first we've heard of that had such issues, but your point is well taken that we could have anticipated this and warned customers in advance. We really should have mentioned it in our blog announcements. We'll do some analysis to see how many other customers may be affected and notify as appropriate.
It sounds like you've made a lot of progress toward getting things back in order, so nice work! At this point, let's handle the outstanding discussion in your new support topic:
One other thing I meant to mention: it's our standard operating procedure to direct customers to contact site administrators when there is an issue outside of our control. We do this for all types of issues and inquiries. With this approach, it's up to the site administrator to contact us if they need further assistance with whatever the issue may be. Opening a support topic is very often unnecessary, so I hope you can understand our procedure here. Thanks!