Facebook Pages - Troubleshooting

While configuring your Facebook Pages connection, you may encounter several issues. Understanding these common errors can help streamline the setup process and facilitate quick resolutions.

Video metrics return 0 or blank in Facebook Pages reports

Symptom. Video and Reel metrics come back as 0 or empty, while the same numbers are visible in Facebook’s own Page Insights. Other metrics in the same report populate normally, and the extraction reports no error. Typically some videos still show data while others are blank, rather than the whole report going empty.

Affected reports. Only fields that come from Meta’s Video Insights API:

• Videos — Total Video Views, Organic and Paid Video Views, Total Video Complete Views, Total 10-Second Views, Reel Play Count, Average Time Reel Viewed, Total Reel View Time, and the reaction and action breakdowns on Reels.
• Videos by Region — Total Video View Time, along with the Country and Region dimensions derived from it.

Page-level and post-level reports are not affected. Their video metrics, such as Post Video Views on the Post and Published Post reports, come from a different Graph API edge that does not require this permission.

Cause. From November 2025, Meta requires the pages_manage_engagement permission, in addition to read_insights, to return data from the Video Insights API. A connection authorized without it receives zeros rather than a permission error, which is why the failure is silent and surfaces only as missing numbers in a report.

This is a Meta requirement rather than an Improvado limitation. The pages_manage_engagement permission covers both managing comments on a Page and access to video statistics, so Facebook requires it to return video insights even though your use of the data is read-only. Facebook’s consent screen names the comment-management side, which is why the permission can look unrelated to analytics. Improvado requests it solely to read video insights and performs no moderation actions on your Page.

Resolution. The pages_manage_engagement permission is included in the Read & Write permission level. Open the connection in your Connected sources list and re-authorize it with that level.

It is a write-level permission, so it is deliberately not part of Read Only — a Read Only connection cannot return video metrics. If you use Custom permissions, select pages_manage_engagement explicitly alongside the scopes you already use.

Permissions are recorded at the moment a connection is created, so an existing connection keeps whatever it was originally granted — including connections already set to Read & Write, which were authorized before this permission was added to that level. Re-authorizing is required even if the connection is otherwise healthy and shows as Active.

Historical data. After reconnecting, re-run the extraction over the affected date range to collect video views for periods that were extracted under the old permission set.