Troubleshooting Dropdown Issues for Facebook and Google Ad Accounts

Understanding the Issue

Users may encounter a situation where the dropdown menus for selecting Facebook ad accounts or Google AdWords accounts do not appear as expected. This issue can prevent users from viewing account numbers and connecting their ad accounts to the CRM, thereby hindering their advertising efforts.

Common Causes and Solutions

Ad Blockers Interference

Overview: The most common cause for dropdown menus not appearing is the presence of ad blockers in the user's browser.
Solution: Disable ad blockers for the CRM website. This can typically be done by clicking on the ad blocker extension icon in your browser and selecting the option to always allow content on the CRM site. Refresh the page afterward to see if the dropdown menus appear.

Google AdWords Account Reset

Overview: If the Google AdWords dropdown is still not visible after disabling ad blockers, a reset of the AdWords connection may be necessary.
Solution: Perform an AdWords reset. Afterward, check the dropdown menu again. You should see your main account ID number. Selecting this number will then reveal a second dropdown for the client ID.

Browser Extensions and VPNs

Overview: Other browser extensions, including VPNs, can interfere with the functionality of the CRM, including dropdown visibility.
Solution: Switch to a guest browser session, which operates without any extensions. Log into the CRM from the guest session and check if the dropdown menus are now visible. This step helps identify if a specific extension is causing the issue.

Troubleshooting Tips

If you're not using an ad blocker or have already disabled it and the issue persists, consider clearing your browser's cache and cookies. Sometimes, outdated or corrupt data can cause display issues on websites.
Ensure that your browser is up to date. Older versions of browsers may not be fully compatible with the CRM's web technologies.

Frequently Asked Questions

What if the dropdown menus are still not visible in a guest browser session?

If the issue persists even in a guest browser session, it may be related to a more complex problem with your CRM account or settings. In such cases, reaching out to CRM support for further assistance is recommended.

Can VPNs affect other functionalities within the CRM?

Yes, VPNs can sometimes interfere with more than just dropdown visibility. They may affect loading times, data retrieval, and the overall performance of the CRM. If you're experiencing broader issues, consider disabling your VPN to see if there's an improvement.