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Webgility Freezes/Not Responding

This help article explains Webgility Desktop users on how to troubleshoot and resolve freezing or “Not Responding” issues in Webgility Desktop. It outlines common causes such as large batch sizes, oversized databases, accumulated orders, or insufficient system resources, and provides steps to improve performance.

Error Message: Not Responding

Not Responding or seems to be Frozen

Fix Issues with Webgility Desktop Freezing or Not Responding

While using the Webgility Desktop application, it may occasionally freeze or become unresponsive. This can happen for several reasons. Here are a few potential causes:

  • The batch size value for showing orders/products is large on the UI.

  • Webgility Desktop database size is large in memory.

  • Orders are getting accumulated either in the Posted tab or Archived tab and being reindexed, impacting the database refresh, which hangs the software.

  • The Database Machine doesn’t meet the recommended system configuration.

Troubleshooting Steps

To enhance the performance of the Webgility Desktop application, we recommend following the steps below:

1). RAM should be at least a minimum of 8 GB or higher. Your OS should be Windows 10 or higher, and C: Drive (where WD is installed) should have enough free space.

2). Check and verify the system performance status in Webgility Desktop with the System Matrix. After checking the system performance status under the system matrix, you can improve the Webgility Desktop application performance by following this LINK.​

3). For the batch size, we recommend selecting 100 as the value for both Show products in batches of & Show orders in batches of and saving the settings under Integration> Stores> Advance Settings> Application tab.

 

4). Move the orders from the Archive tab to Repository and also enable the option to “Enable auto-archive for orders” and save the settings from Connections > Sales Channel > Advance Settings > Application tab > Order settings. Once done, verify the performance again.

 

5). Close the Webgility Desktop application on all the machines it is installed on, then on the primary machine go to location C:\Webgility Desktop\UnifyEnterprise and look for the file with the name “UnifyDBUtility” and double click it to run it, it will ask you to perform a backup, so please select a valid location to save the backup files.

 

6). It will run the required SQL queries and provide a success popup at the end.

 

7). Type 'Services' in the Windows search bar and open it. Find 'SQL Server [Instance name for Webgility Desktop]', right-click on it, and select 'Restart'. Then, do the same for 'SQL Server Browser'.

 

8). Once done then login back into Webgility Desktop and monitor the performance.