So you’re having trouble getting your new Webgility application working properly? Not to worry, we’ve got you covered. No matter whether Webgility is new or you are a veteran user, this guide should help you to troubleshoot the problem you are encountering.
If you are still running into issues after attempting these steps, we are here to help.Message us in the bot and we will make sure to address your issue promptly so you can continue to customize your ecommerce workspace.
Installation Issues
Having trouble installing Webgility Desktop? Here are the items to check to address any problems that are limiting your ability to complete the installation.
If your QuickBooks company file is hosted with a provider such as Right Networks or Summiting Hosting, you will need to contact them to install Webgility Desktop in your hosted environment. Learn more about working with Right Networks to install Webgility and, or, QuickBooks, here.
Check the operating system and system configuration, and make sure they meet the recommended specifications found here.
Check the user permissions, often you need to be an admin on your device.
Check the .net framework to make sure 4.5.2 or above is installed in the control panel and make sure relevant features are enabled.
If you have antivirus installed, temporarily disable and reattempt installation.
Using a Mac? You will need to install Parallels with Windows. Learn more here.
Troubleshoot additional issues with the installation of your database, login and launching, here.
Looking for more guidance on installing? Watch our installation video here.
If you are still running into issues, we are here to help. Contact us right here and we will make sure to get the application downloaded and installed on your device promptly.
Database Installation Issue
Having trouble with the SQL database installation? Here are the items to check to address any problems that are limiting your ability to complete the installation.
Check the user permissions, often you need to be an admin on your device.
Check the system configuration and download a compatible installer of SQL Express. You can find that here.
Check the operating system and system configuration, and make sure they meet the recommended specifications found here.
Restart the system then try to install again.
If your QuickBooks company file is hosted with a provider such as Right Networks or Summit Hosting, you will need to contact them to install the SQL Database in your hosted environment. Learn more about working with Right Networks to install, here.
Looking for more guidance on the SQL database? Watch this video.
Launching Issue
Having trouble launching Webgility Desktop once it is installed? Here are the items to check to address any problems that are limiting your ability to launch the application.
Check the user permissions, often you need to be an admin on your device.
If you have an antivirus software installed check the Webgility folder and confirm that it is added to your antivirus exception. If you have antivirus installed, you can temporarily disable and reattempt installation, or disable the antivirus for the folder, or add Webgility to the exemption list. Add C:\Webgility to the exemption list and restart the Webgility software.
If your QuickBooks company file is hosted with a provider such as Right Networks or Summit Hosting, you will need to contact them for customer support. Learn more about working with Right Networks to install, here.
Login Issue
Having trouble logging in to Webgility Desktop? Here are the items to check to address any problems that are limiting your ability to login.
Check your Webgility Desktop login credentials. If needed, update or reset your password in the Webgility customer portal. Access the portal here.
Check your network connection. It is important that you have a strong network connection (DSL or better) as well as a strong LAN connection if connecting to a database that is on a different workstation.
If you have an antivirus software installed check the Webgility folder and confirm that it is added to your antivirus exception. If you have antivirus installed, you can temporarily disable and reattempt installation, or disable the antivirus for the folder, or add Webgility to the exemption list. Add C:\Webgility to the exemption list and restart the Webgility software.
Check and confirm that the mode portal in api.config is under the xml folder. This file is called apiConfig.xml and is located under C:\Webgility\UnifyEnterprise\XML - you need to edit it in the notepad (make a copy first.) Look for a line like this: <Mode>portal</Mode>
Looking for more guidance on accessing the portal? Watch this video.
Database Connection Issue
Having trouble connecting your database? Here are the items to check to address any problems that are limiting your ability to complete the connection.
Check the SQL Database that is installed on the machine, then:
Make sure the system is the primary workstation or add on.
Run services from the start menu and look for SQL Server (Unify.)
Don’t see it? This means that the database is on a different workstation.
In this case, restart the service.
Check to confirm that the SQL and browser services are on the Network.
Go to services.msc
Look for the SQL Server (Unify) and SQL Server Browser services.
Right click, then click Properties > Log On > Browse for Network Service and remove the passwords. Then click Apply > OK.
Now, restart both services.
TCP/IP and named pipes are enabled in the SQL configuration manager.
This involves going into the sql server manager and is quite technical
After any changes are made, restart the SQL services.
Run wgFirewall.exe to configure firewall rules.
This is located in C:/Webgility/unify Enterprise
Right click and run as admin
Add C:\Webgility to the exemption list and restart the Webgility software.
In the Database Configuration screen select the instance name where the machine is installed.
Typically this is ComputerName/Unify
If it does not appear under the “locate SQL Server” click on the drop down and select browse for more. Note: this step may take a few minutes.
Connect the database using SQL authentication to run on add-on machine
User name: sa
Password: Webgility2011
If your QuickBooks company file is hosted with a provider such as Right Networks or Summit Hosting, you will need to contact them for customer support. Learn more about working with Right Networks to install, here.
Looking for more guidance on the SQL database? Watch this video.
Quickbooks Point of Sale Connection Issue
Having trouble connecting QuickBooks Point of Sale? Here are the items to check to address any problems that are limiting your ability to complete the connection.
Check the QuickBooks company file location and version.
This is checked in the Webgility Desktop application by navigating to Integrations > Stores > Manage.
Then click Edit Connection for the store that is experiencing the issue
Confirm that the top option has QuickBooks Point of Sale.
Then confirm that the company data file name matches exactly what appears when logged into QuickBooks Point of Sale.
Confirm that the Quickbooks Point of Sale company file is located on the computer chosen, and the computer name matches exactly.
Next confirm that the correct version of QuickBooks Point of Sale is selected from the drop down.
Then reinstall the merge module.
The installer is located under c:/webgility/Unify Enterprise/ UnifyMergeModule
Right click this and run as admin
If your QuickBooks company file is hosted with a provider such as Right Networks or Summit Hosting, you will need to contact them for customer support. Learn more about working with Right Networks to install, here.
Looking for more guidance on connecting QuickBooks Point of Sale? Watch this video.
QuickBooks Customer Download Issue
Having trouble downloading your QuickBooks customers? Here are the items to check to address any problems that are limiting your ability to complete this action.
Change the last download date. To do this complete the following:
Go to Integrations > Stores > Advanced Settings.
Change the date for Last Download Date for QuickBooks Customers to today’s date.
Update customer data in QuickBooks Customer and attempt to download again.
Looking for more guidance on configuring customers? Watch this video.
QuickBooks Product Download Issue
Having trouble downloading your QuickBooks products? Here are the items to check to address any problems that are limiting your ability to complete this action.
Change the last download date. To do this complete the following:
Go to Integrations > Stores > Advanced Settings.
Change the date for Last Download Date for QuickBooks Item to today’s date.
Update an item in QuickBooks Customer or add a new one, then attempt to download again.
Looking for more guidance on configuring products? Watch this video.
Store Connection Issue
Having trouble connecting your store? Here are the items to check to address any problems that are limiting your ability to complete this connection.
Check your credentials, this includes login URL, username, password, and api token, for the specified online store.
Go to Integrations > Stores > Manage and click Edit Connection in the store that is experiencing the connection issue.
Continue until you are on the store settings page and confirm the accuracy of the username and password, then click Connect to Store.
Once connected successfully, continue through the connection wizard, go to the configuration screen, and then attempt to update the store data.
Add exemptions to your antivirus software. Add C:\Webgility to the exemption list and restart the Webgility software.
Looking for more guidance on store connections? Check out videos on store connections, here.
Store Product Sync Issue: Sync and Transfer Items to Store
Having trouble syncing and transferring your store items? Here are the items to check to address any problems that are limiting your ability to complete these actions.
Check and confirm your store connection.
Check and confirm the store product and sync settings.
Check and confirm that the item exists in the online store.
Download both your QuickBooks and Store items.
Check and review your warning and error logs.
Looking for more guidance on syncing products? Watch this video.
QuickBooks Order Sync Issue: Posting Order to QuickBooks Point of Sale
Having trouble posting your orders to QuickBooks Point of Sale? Here are the items to check to address any problems that are limiting your ability to complete these actions.
Check and confirm your QuickBooks connection.
Download the latest data from QuickBooks and save your configuration settings.
Check and save the configuration settings. This includes transaction, customer, product, tax, and discount.
Enable and check QuickBooks verbose logs to pinpoint the cause.
Store Order Sync Issue: Posting Order to Store
Having trouble posting your orders to your store? Here are the items to check to address any problems that are limiting your ability to complete these actions.
Check and confirm your store connection.
Download the latest data from your store.
Check, confirm and save your configuration and order settings.
Looking for more guidance on posting orders? Watch this video.
Store Module Issues: Module Versions and Cart Compatibility Queries
Having trouble with your store modules or cart compatibility? Here are the items to check to address any problems that are limiting your ability to complete these actions.
Please login to portal.webgility.com to find latest store module version releases by clicking Downloads on the left-hand side.
View the full video to guide you through this, here.
Store Module Connection Issue for Any Carts
Having trouble with your store module connection? Here are the items to check to address any problems that are limiting your ability to complete these actions.
Check and confirm that you have the most recent version of the store module.
Check the site security protocols.
Change http, https, or www in store module url to troubleshoot Base64 error.
Store Module Connection Issue with WooCommerce
Having trouble with your store module connection for WooCommerce? Here are the items to check to address any problems that are limiting your ability to complete these actions.
In WooCommerce, check and confirm that the Webgility plugin is activated. If it is inactive, activate it.
Check and confirm that you have the most recent version of the store module.
Check the site security protocols.
Change http, https, or www in store module url to troubleshoot Base64 error.
If mcrypt is disabled on the server, please upgrade the store module. If it is not customized, provide ftp and store admin credentials to our support team, here.
Looking for more guidance on WooCommerce store connections? Watch this video.
Operation Timeout Error in Webgility Desktop
Experiencing an operation timeout error? Here are the items to check to address any problems that are limiting your ability to complete various actions.
Try using a smaller batch size.
This can be adjusted by going to Integrations > Store > Advanced Settings.
This should be lowered for order download, item download and customer download.
Post to Store Issue with Store Module Carts
Having trouble with your posting with store module carts? Here are the actions to take to address this issue.
Create four test orders.
In case of order completion email issue, you will need to create the test orders with the following email addresses: prashantp@webgility.com or rahul.yadav@webgility.com.
Index Out of Range Error While Items Sync for Magento Store in Webgility Desktop
Having trouble syncing your Magento Store? Here are the items to check to address any problems that are limiting your ability to complete these actions.
If it is not customized, update your store module to the latest version.
Then change the last download date. To do this complete the following:
Go to Integrations > Stores > Advanced Settings.
Clear the date in the upper right corner, then save and close the window.
Attempt to download the items again.
Mcrypt Issue
Experiencing an mcrypt issue? Here are the items to check to address any problems that are limiting your ability to complete these actions.
If it is not customized, update your store module to the latest version.
Update Webgility Desktop to the latest version. This can be done by logging in to portal.webgility.com then clicking Downloads on the left-hand side. View the full video to guide you through this, here.
Whitelisting IPs for WooCommerce
Unsure how or when to Whitelist IPs for a WooCommerce store module?. Here are the steps to take to address any problems that are limiting your ability to connect your store module.
Sometimes certain security settings don't allow access to the Webgility WooCommerce store module. In this instance your developer or store administrator will need to whitelist our Nat Gateway IP so that the Webgility module can be accessible by Apollo.
Whitelist the following IP addresses:
54.69.99.71
183.182.84.170
111.118.255.21
By default, Sucuri Firewall restricts access to the Webgility WooCommerce Store Module so you will need access to the Nat Gateway IP for whitelisting. In this instance do the following:
Enter the Nat Gateway IP (54.69.99.71) under the Whitelist IP Address section.
Click on Whitelist to whitelist this IP address.
Store Module 403 Forbidden Error, 503 Service Temporarily Unavailable, 500 Internal Server Error for WooCommerce Store When Connecting
Experiencing errors for your WooCommerce store? Here are the items to check to address any problems that are limiting your ability to complete your connection.
First check to confirm that the store module is installed.
If the store module is installed, check the connection by adding or removing the www, http, or https from the connection URL in Webgility Desktop.
Next, check the module version, if it does not match the latest version then you will need to update it. This can be done by logging in to portal.webgility.com then clicking Downloads on the left-hand side. View the full video to guide you through this, here.
Whitelist the store module on your server and firewall.
Check the store module permission on the server level (server .htaccess file), this will need to be done by your developer to make the store module accessible.
Are you using any cache plugin that is installed in the store? Examples include W3 Total Cache and WP Super Cache. If you are, you will need to clear the cache.
Are you using any security plugin that is installed in the store?. Examples include: ithemes security, Sucuri Security – Auditing Malware Scanner,Security Hardening, and Wordfence Security. If you are, your web developer will need to provide proper permissions to access the store module.