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.
Two-Factor Authentication in the Facebook Business Manager
Facebook recommends enabling 2FA for your Business Manager account. Doing so greatly increases the security and reduces the potential of Facebook detecting suspicious activity around your account. Any time Facebook detects suspicious activity, there is a chance that your Channels will disconnect from Falcon. Therefore, enabling 2FA can benefit the stability of your Channel connections.
Past Falcon Users
When the original user who connected 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 if they were the only user to connect it to Falcon
To avoid disconnections for this reason, we suggest that you connect multiple tokens per Channel connection. In short, this means to have more than one Falcon user connect each Channel. Each connection from a different user provides us with a new 'token'. Should one token fail (for example, if a user leaves Falcon), we will fall back on another token.
You can find out more about connecting multiple tokens from our Help Center guide here.
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.
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.
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.
Your LinkedIn page will disconnect from Falcon every 60 days. This is a requirement of LinkedIn's API. To help keep the page connected, you'll get an email each time the page disconnects.
To reconnect your channels, follow the steps outlined below:
If you need any further help with channel disconnections, email us via firstname.lastname@example.org.