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How to Resolve Login Issues in Webgility Desktop

How to Resolve Login Issues in Webgility Desktop

Encountering login issues when trying to access Webgility Desktop can be frustrating. This help article is designed to guide you through troubleshooting and resolving problems that may be preventing you from logging in successfully.

Here are some common problems and the steps to address Webgility Desktop Login Issues:

1. Check Your Login Credentials

Before anything else, make sure you are using the correct login credentials for Webgility Desktop. Verify your username and password to ensure they are accurate. If you've forgotten your password or need to reset it, you can do so in the Webgility customer portal. You can access the portal here


2. Verify Your Network Connection

A strong and stable network connection is crucial for Webgility Desktop to function properly. Ensure that you have a reliable internet connection, preferably DSL or better and that your LAN connection is strong if you're connecting to a database on a different workstation.

3. Antivirus Software Configuration

  • If you have antivirus software installed on your computer, it may be blocking Webgility Desktop from logging in. Follow these steps to resolve this issue:
  • Check the Webgility Folder: Confirm that the Webgility installation folder is added to your antivirus software's exception or exclusion list. This will prevent the antivirus from interfering with Webgility.
  • Temporarily Disable Antivirus: You can temporarily disable your antivirus software and then attempt to log in to Webgility Desktop. If you can log in successfully with the antivirus disabled, you may need to configure your antivirus to allow Webgility to run without interference.
  • Add Webgility to Exemption List: Alternatively, you can add the Webgility installation folder to your antivirus software's exemption list. To do this, add C:\Webgility to the exemption list and then restart Webgility Desktop. This should prevent the antivirus from interfering with the login process.

4. Verify the "Mode Portal" in apiConfig.xml

Check and confirm that the "Mode Portal" in the apiConfig.xml file is correctly configured under the XML folder. It is located under C:\Webgility\UnifyEnterprise\XML. You can edit it using a text editor like Notepad (make a copy first). Look for a line like this: <Mode>portal</Mode>. Ensure that it's set to "portal" as this is the default mode.


5. Additional Resources

If you're looking for more guidance on accessing the Webgility customer portal, we have a video resource available to assist you. You can watch the video here. This video provides a step-by-step demonstration of the login process.

If you've followed the steps above and are still encountering problems with logging in to Webgility Desktop, don't hesitate to reach out to Webgility support at support@webgility.com OR initiate a support chat by in-app chat feature for further assistance. Our support team is dedicated to helping you resolve any login issues and ensuring that you can use Webgility Desktop effectively for your e-commerce business needs. Your success is our priority, and we're here to support you every step of the way.