W
Worshim Angkang
What is the shop or customer experiencing?
The shop is unable to stream live to Facebook using the CS Broadcast app. When trying to connect Facebook or launch a Quick Live, it fails to stream/connect to Facebook. However, the shop noted that Quick Live works properly when streaming exclusively to the CommentSold app and website.
What is the expected behavior?
The shop should be able to launch a Quick Live stream via the CommentSold Broadcast app and successfully broadcast directly to their connected Facebook Page.
What error messages are there? "User session not valid"
"Something went wrong starting the live. Please try again."
Did you replicate? NA
What settings were checked?
  1. Updated the CommentSold Broadcast app to the latest version.
  2. Uninstalled and reinstalled the CommentSold Broadcast app.
  3. Tested the app on alternative devices.
  4. Cleared browser cache and cookies on Google Chrome.
  5. Disconnected and reconnected Facebook under Social Setup in the CommentSold dashboard.
  6. Logged out of Facebook/CS Dashboard across all devices and logged back in on a single device.
  7. Technical team re-enabled Facebook pages and reset the stream connection on the backend.
  8. Requested verification of Facebook Page Status/Restrictions, connected Facebook personal profile status, and testing with an alternative Facebook Admin account.
Provide examples, sku, order #, customer names, and screenshots where possible: