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How to Fix “Operation Timed Out” Errors During Database Upgrades and order download in Webgility Desktop

This article helps Webgility Desktop users troubleshoot and resolve “operation timed out” errors encountered during database upgrades or order downloads in Webgility Desktop. It explains that these errors often result from disruptions in SQL services and provides steps to check service status and perform proper restarts to restore full platform functionality.

Issue Overview

You may see timeout messages when trying to:

  • Upgrade your Webgility database

  • Download or sync orders from your connected sales channels

The core reason is often a hang or unresponsiveness in your SQL service, which interrupts platform operations.

Step-by-Step Resolution

  1. Open Services: Type "Services" in the Windows search bar and click Open.
  2. Restart SQL Services:
  • Locate the service for SQL Server [Instance name for Webgility Desktop].
  • Right-click on SQL Server [Instance name for Webgility Desktop] and select Restart.
  • Repeat the process for SQL Server Browser by right-clicking and selecting Restart.
      3. Log in to Webgility and Connect to SQL Server:

  • Once services are restarted, open Webgility Desktop and try to connect to your SQL server.
      4. Select the SQL Server:
  • Click on Connect to an existing SQL Server.
  • Under Locate SQL Server, use the drop-down to select your existing SQL server, which should look like YourComputerName\DatabaseName.
    • The Computer Name will be the name of the main computer.
    • The Database Name is usually "UNIFY" or "WEBGILITY."


​      5. Authentication Mode:

  • Select Use SQL Server Authentication.
  • Enter the following credentials:
    ​Username: sa
    ​Password: Webgility2011 (note: "W" must be capitalized).
  • Click Connect.
      6. If SQL Server Is on Another Machine:
    • Click Browse more in the drop-down under Locate SQL Server.
    • Wait for the screen to refresh, and select the correct SQL instance once it appears.