Help Center.

If you have any questions about Falcon.io, we are here to help.

FAQ: Why do my channels disconnect?

Learn more about why your page/profile/channel may disconnect.

 

There may be instances where your social media channels become disconnected from Falcon. This guide identifies the most common causes and outlines some steps you can take to avoid disconnects in future.

 

Dummy Admin information – Facebook

All Facebook pages need to be associated with a personal profile. Creating dummy or test user profiles in order to connect company pages (for example, ‘Falcon Tester’ or ‘Facebook Login’) should be avoided. Facebook can actively detect and disable connections with pages that are not associated with a ‘real’ user.

We recommend Administrators associate their own Facebook profile with the page they manage. If this is not possible then a profile needs to be created that is as similar to a real person as you can.

Note, Falcon does not access personal profile information, but we do require permission from the Admin of a network to access page data.

 

Past Falcon users

When the original user who added the Facebook page to Falcon.io is no longer required to manage the page or leaves the company, it is likely that they will have their Falcon account deleted. This will cause a disconnection of the Facebook page.

 

Change in role – within Falcon or on Facebook

If an Administrator’s role changes, either within Falcon or on Facebook itself, the connection between Falcon and the page will be lost. We recommend users keep this in mind before editing User Roles.

 

Password changes

If the password to the login of a native network is changed by the Admin of the page or profile, a disconnection from Falcon can occur.

While we recommend regular changes in passwords for security, users need to be aware that doing so on the social channels themselves can affect the connection with Falcon.

 

Native network downtime

From time-to-time the native networks (Facebook, Twitter, etc.) may experience unplanned downtime or a break in service. This can cause your channel to be disconnected from Falcon.

While we can’t account for network downtime, we do endeavour to contact Administrators to notify them when networks go down and also when networks are back up and running again so connections can be restored.

 

API changes

Falcon connects with social networks via an application programming interface (API). Should there be a significant change in a native network’s API, this can cause channels to disconnect.

We are in constant communication with the social networks and do strive to keep Falcon up to date so these changes won’t impact users.

 

LinkedIn

Your LinkedIn page will disconnect from Falcon every 90 days. This is a requirement of LinkedIn’s API. To help keep the page connected, you’ll get an email reminder each time the page disconnects.

To reconnect your channels, follow the steps outlined below:

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If you need any further help with channel disconnections, email us via [email protected]