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How to solve Shopify Order Download Issues with the Webgility Scheduler

This article helps Webgility Desktop users in addressing issues where new Shopify orders are not appearing in Webgility Desktop due to problems with the scheduler service. It provides guidance on identifying scheduler failures and restoring proper order download.

Overview

If new Shopify orders are not appearing in Webgility, the issue may be related to the scheduler service, which is responsible for fetching new orders at scheduled intervals. This article walks you through how to identify and resolve scheduler-related issues to restore normal sync activity.

Identifying the Issue

You may be affected by this issue if:

Symptoms

  • New Shopify orders are not showing in Webgility.

  • Order fetch status logs show failed or missed executions.

User Reports

  • Orders appear to be missing, stuck, or delayed.

  • There is no recent order activity despite confirmed purchases in Shopify.

Diagnostic Steps

1. Review Scheduler Logs

  • Go to the Scheduler logs in C-drive.

  • Filter the logs for Shopify order download tasks.

  • Look for:

    • Missed runs

    • Error messages

    • Unusual gaps in execution time

2. Check Shopify Connection Health

  • Navigate to your Shopify connection Setting from Connections > Sales channels > Manage sales channels > Edit connection button.

  • Ensure the connection status is successful.

  • Check logs for recent connection errors.

3. Verify No Manual Order Hold

  • Ensure your account or specific orders are not on hold due to:

    • Manual suspension

    • Pending actions

    • Payment or configuration issues

Resolution: Restarting the Scheduler

1. Locate the Scheduler Process

  • Access your Webgility backend system or Order Management Panel.

  • Find the running instance of the Shopify scheduler.

2. Perform a Safe Restart

  • Use the platform’s documented Stop and Exit functions to restart the scheduler.

  • Make sure the restart completes without errors.

3. Monitor the Initial Sync

  • Observe the first two full cycles after restart.

  • Confirm:

    • Orders are being fetched successfully.