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Troubleshoot Instagram

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Troubleshoot

Error codes

Troubleshoot

Post was not published or is Failed

Reconnect the account:

Your Instagram or connected Facebook Page access token might have expired. To fix that,  reconnect your accounts. 

Troubleshooting Facebook and Instagram connections

You can also troubleshoot Facebook and Instagram connections here

Error codes:

See also these error codes for troubleshooting failed posts.

Cannot connect Instagram to Hookle (or change credentials)

The browser/Facebook might remember the credentials of your previously logged Facebook accounts on your device. Thus, make sure you authenticate and reconnect Instagram with the right credentials. See the instructions on how to check and change the used Facebook account. 

See instructions on how to connect Instagram to Hookle.

You can also troubleshoot Facebook and Instagram connections here

Have you done changes to your Instagram or Facebook settings?

Changes to settings might result in token expiration. To fix that, reconnect your accounts. Make sure you accept all the required permissions while reconnecting accounts to Hookle.

Error "cannot load picture" when posting to Instagram

Please make sure you have the latest Instagram app installed on your phone. If not, please update the Instagram app on Google Play or Apple Store! 

Are you using the right image size?

To successfully share photos on Instagram, it's important to keep two main factors in mind: aspect ratio and size. If your images don't meet the Instagram image size requirements, Hookle will automatically crop them before publishing. To avoid this, it's recommended to crop your images yourself before publishing. See the image size guide below or read more about image sizes.

IG-Photo-Size-Guide.png 

How to delete a post on Instagram?

First sign in to the Instagram app. Then choose the picture and click delete on the menu.

With Hookle, you cannot currently delete a post that is already published on Instagram. We will introduce the delete feature in the future. Please subscribe to our newsletter to stay informed!

Why send button is disabled

Please check first that you have an Instagram account selected. You also need to add content (minimum a picture or a video) as you cannot send an empty message.

Instagram private accounts

To be able to use 3rd party apps such as Hookle, Instagram professional accounts must not be set to private. This is an Instagram's requirement.

Confirm Facebook page on Instagram

Link-IG-and-FB-page.jpg

Ensure that your Instagram account is linked to your Facebook page and that the link is not expired in your Facebook page settings. To check this, log in to your Facebook account on your computer, navigate or switch to the specific Facebook Page in question, then go to your page Settings -> Linked Accounts -> Instagram. Now, connect your Facebook Page and a professional Instagram account.

LinedIn personal (3).jpgInstagram will expire the connection between the Facebook page and Instagram for security reasons from time to time. Thus, you need to confirm the connection again. To confirm: open the Instagram app -> Profile -> Edit profile -> Public business information: Page -> Confirm -> follow instructions to confirm the connection. If you don't see the "Confirm" button, disconnect the Facebook page and then reconnect it again to your Instagram.

Ensure also, that there is no errors/warning on your Facebook Meta business center.

After you've done the above, reauthenticate Instagram for Hookle via Facebook. To reauthenticate: open Hookle -> Settings -> Accounts -> Click your Instagram account -> Reconnect account.

Stories, and Tagging

Due to Instagram limitations, stories and tagging (people, products, and location) are not possible currently. We are in close collaboration with Instagram to get these features available asap. Stay tuned by subscribing to our newsletter to be the first to hear about new features and more.

Reset Hookle in your Facebook Business Integrations

Sometimes just reconnecting accounts is not enough, and you need to remove Hookle from your Facebook Business Integrations (Facebook -> Settings -> Business Integrations -> Hookle -> Remove). Then go back to Hookle and (re)connect your Facebook and Instagram accounts again to Hookle.

ERROR CODES

You will find an error code/description in the details view of the failed post if your post has failed. Find different error codes and how to fix them below.

ERROR CODE: Limit for a maximum number of posts within 24h

ERROR CODE: You reached a maximum number of posts within 24h that is allowed by Instagram. Please try again later OR You reached a maximum number of posts that are allowed to be published by Content Publishing API.

Instagram only allows you to publish a maximum of 50 posts within 24 hours (when you use direct posting) so you need to wait and retry later.

ERROR CODE: Permission problem. Please ensure you are using an Instagram business account

ERROR CODE: Permission problem. Please ensure you are using Instagram business account.

You have most probably published a post to an Instagram account, which is not a professional account. Please check your Instagram account type and switch to professional if needed.

ERROR CODE: Instagram account is blocked. Please check the account status in Instagram

ERROR CODE: Instagram account is blocked. Please check the account status in Instagram. 

Instagram has blocked your Instagram account for some reason. Please go to the Instagram app and check your Instagram account status, and fix it according to their instructions.

You might also need to check the Meta accounts center or Meta Business Suite the Instagram account status, and fix it according to their instructions.

ERROR CODE: The Instagram account is restricted

ERROR CODE: The Instagram account is restricted.

Your Professional account has been made inactive, checkpointed, or restricted by Instagram. This usually occurs when the Instagram algorithm detects activity that violates the Community Guidelines or Terms of Use. However, the issue could also be due to an expired linking between your Instagram account and your Facebook page. We recommend that you sign into your Instagram app and follow any on-screen instructions required to re-enable your account.

Note, that you might need to check within the Instagram app if your Facebook page is connected/confirmed properly. If you didn't find it in the Instagram app try the Meta Business Suite.

If the above steps did not resolve the issue, please consult this checklist to ensure that all your permissions are correct and your Instagram-Facebook linking is properly set.

ERROR CODE: #10 Application doesn't have permission for this action

ERROR CODE: #10 Application doesn't have permission for this action.

Sometimes the permissions (that you or the company gave) expire due to IG/FB security measures. This might happen e.g. because of a new password, a change of 2-factor authentication, or because you don't have the Admin or Editor rights to the page anymore.

First, check your Instagram account is in professional mode. Ensure your Instagram account is linked properly with a Facebook page that you manage. In some cases, you need to confirm that the connection is alive. Also make sure, that you have admin or editor permissions for a given page. 

If the administrator of your page requires two-factor authentication, it needs to be set up on your personal Facebook profile as well, as you manage the Facebook page linked with your Instagram account.

Then, make sure you've given Hookle all the necessary permissions. 

Then go back to Hookle and try to publish your post again (click retry on post details view).

In some rare cases, it's necessary to "force" Facebook to do the changes. To do this, remove Hookle Business Integration from Facebook (instead of just editing and viewing). Don't worry, you'll not lose data - everything will stay the same.

ERROR CODE: You can have max 30 hashtags in a post

ERROR CODE: You can have max 30 hashtags in a post.

You can have a maximum of 30 hashtags in an Instagram post. Please click edit and make sure you have less than 30 hashtags in the post before you can retry.

ERROR CODE: This post is identical to the last one you published.

ERROR CODE: This post is identical to the last one you published. Try posting something different, or edit and retry this post.

You have published an identical post on Instagram. Please try posting something different, or edit and retry the post. You can also delete the post on a native Instagram platform, and then try to publish your failed post again.

ERROR CODE: Unsupported Post Request

ERROR CODE: Unsupported Post Request.

Your Instagram account is no longer connected to a Facebook Page. To fix the problem, confirm the Facebook page on your Instagram. Alternatively (on desktop) log in to your Facebook account, go to your Facebook Page and click Settings from the menu (left) on your screen. Select Instagram and add an Instagram account by clicking Connect Account.

ERROR CODE: We restrict certain activity to protect our community.

ERROR CODE: We restrict certain activity to protect our community. Tell us if you think that we've made a mistake.

The content was labeled spam by Instagram. Instagram restricts certain activity to protect their community if the publishing action is suspected to be spam. There might be several reasons why you get this error such as:

  • Your Account Is Relatively New
  • Instagram might restrict a certain activity if you have been inactive for a long time
  • Other IG users have reported your IG account
  • Instagram noticed unusual behavior
  • You are using IG bots

To try to fix this error try the following approaches:

  • Stop overdoing activities
  • Fill in your profile info such as phone number and the right email address
  • Stop using bots
  • Let Instagram know if you can determine that the publishing actions is not spam.

ERROR CODE: Fatal

ERROR CODE: Fatal (code -1, subcode 2207001)

Error 2207001 indicates a temporary issue with Instagram's servers, prompting a post retry later. To address this, try to publish (retry) the post again. If it didn't help, duplicate the post (use copy as a new post feature) and publish it again.

As Instagram's anti-spam mechanism triggers this error and they don't provide specific details to prevent abuse, try posting a new version with amendments or changes.

Another tip is to space out your posts or reduce the number of uploads at once.

ERROR CODE: The video format is not supported

ERROR CODE: The video format is not supported. Please check the specs for the supported CodedException format (code 352, subcode 2207026)

Unsupported video format. This is most commonly due to an incorrect video format. Please upload an MOV or MP4 (MPEG-4 Part 14). You can also review the specific video requirements (reel specifications) here.

 

 

 

 

 

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