Facebook has put an identity check on this Page or profile. Publishing stays blocked until someone completes it on Facebook itself. Reconnecting the account in CivAll does not clear it.
What happened
CivAll sent the post to Facebook. Facebook refused it and reported a checkpoint on the Page or on the person's profile behind it. Facebook reports this as error 368 with subcode 4854002.
The post is marked as failed. Every later post to that Page will fail the same way until the check is done. CivAll does not retry failed posts, so nothing goes out on its own once the check is cleared either.
Why reconnecting does not fix it
This failure looks like an expired connection, and the instinct is to reconnect the account. That does not work here, and it is the single most common wasted step on this error.
An expired connection is a CivAll problem. The permission to act on the Page has run out, and signing in again issues a fresh one.
An identity check is a Facebook problem. Facebook is holding the account until a person answers something, and it will keep holding it no matter how many times the connection is renewed. Reconnecting produces a working connection that is still blocked from publishing.
Who has to complete it
A person, not an agency account. Facebook shows the check to the individual it concerns while they are signed in to Facebook as themselves. That is usually the person who connected the Page, or someone who administers it.
If the person who originally connected the Page has left the organization, the check may be sitting on an account nobody can sign in to. In that case the Page needs to be connected by someone still at the agency, after the check on their own account is clear.
What to do
- Have the person who administers the Page sign in to Facebook directly, in a browser or the Facebook app, not through CivAll.
- Complete whatever Facebook is asking for. Facebook decides what the check involves and where it appears, and it will not appear inside CivAll.
- Confirm on Facebook that the Page can post normally again.
- Publish the failed post again from CivAll. It will not send itself.
If Facebook is not showing a check to that person, they may not be the account it was placed on. Check who connected the Page in Accounts and work back from there.
Other posts affected
- Anything scheduled to that Page while the check is open will fail at its send time. Look back through those and republish the ones that still matter.
- Instagram publishing runs through the linked Facebook Page, so an open check on that Page can stop Instagram posts as well. Clearing the check on Facebook is still the fix.
Failures that look like this one
- If the message says the connection expired or access was revoked, reconnecting is the right answer. See Post failed: reconnect the account.
- If the message says a permission or Page role is missing, the fix is on the Page's roles rather than on a checkpoint. See Post failed: missing permissions.
Background on how connections break and how reconnecting works is in Reattaching accounts and why they detach.