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Fixing Order Posting Problems Caused by Scheduler Not Advancing Profiles in Webgility Desktop

This article helps Webgility Desktop users in resolving order posting issues caused by the scheduler failing to advance to the next profile, often linked to Amazon profile connection errors and QuickBooks Desktop unresponsiveness. It provides step-by-step guidance to troubleshoot scheduler stalls, address Amazon connection errors, and restore smooth order posting and transaction processing in QuickBooks Desktop.

Overview

This article provides step-by-step guidance for addressing order posting issues when the scheduler does not advance to the next profile, specifically when related to Amazon profile connection errors and QuickBooks (QB) not responding.

Symptoms

  • Scheduler stalls and does not proceed to the next profile
  • Amazon profile connection errors logged
  • Order posting is delayed or stuck
  • QuickBooks appears unresponsive or fails to process transactions

Root Causes

  • Connectivity issue between the Webgility and Amazon profile
  • QuickBooks (QB) service is not responding or has crashed
  • Outdated or incompatible software versions

Step-by-Step Troubleshooting

1. Gather Initial Information

  • Confirm if the issue is isolated to a single profile (e.g., Amazon) or affects multiple profiles
  • Review scheduler logs and any error messages related to profile connection or scheduler status

2. Verify Integration Connectivity

  • In Webgility Desktop navigate to Connections> Sales Channel > Manage Sales Channel
  • Under Action column click on Edit and reauthorize Amazon connection with the admin credentials.

3. Check QuickBooks (QB) Status

  • Determine if the QuickBooks application/service is running
  • Log on to the system hosting QB and check Task Manager or Service status
  • If QB is unresponsive, attempt to close and relaunch the application

4. Restart QuickBooks (QB)

Procedure:

  1. Save any open work in QuickBooks
  2. Fully exit QuickBooks from the File menu
  3. Reopen QuickBooks
  4. Monitor the integration service/logs to confirm restored connectivity
  5. Check if the scheduler resumes processing and proceeds to the next profile

5. Monitor and Confirm Resolution

  • Observe scheduler activity after restoring the connection
  • Verify that order posting resumes without errors
  • Monitor the system for any reoccurrence