Skip to content
  • There are no suggestions because the search field is empty.

How to solve WooCommerce ‘GetNewOrders’ Download Failures

This article helps Webgility Desktop users address WooCommerce order download failures, particularly when orders fail to download by date range using the "Get New Orders" button despite a successful WooCommerce channel connection in Webgility Desktop. It guides users through common issues and solutions to ensure smooth integration between their WooCommerce channel and Webgility Desktop.

Overview

This article provides steps to troubleshoot WooCommerce order download failures, especially when orders don't download by date range using the 'Get New Orders' button, even after your store connection tests as successful. We'll guide you through common issues and solutions to ensure a smooth sync between your WooCommerce store and Webgility Desktop.


Background

You might notice that orders aren't downloading by date or range in Webgility Desktop, even if your store connection tests as successful, and individual order ID downloads work. This often points to specific communication issues that need a deeper look.


Step-by-Step Troubleshooting

  1. Verify Store Connection

Even if you've done this before, it's good to re-verify the connection in Webgility Desktop.

  1. In Webgility Desktop, navigate to Connections > Sales Channels > Manage Sales Channel > Edit Connection.
  2. Use the Test Connection feature to confirm your credentials and ensure Webgility can reach your store.
  3. Ensure the status returns as Success. If it doesn't, try resetting your credentials in Webgility Desktop and then retest.
  1. Reproduce the Error

Attempt to download orders using the 'Get New Orders' button to confirm the issue.

  1. In Webgility Desktop, go to Orders.
  2. Click the Get New Orders button.
  3. Try to download orders for a specific date or range where you know orders are missing.
  4. Note any error messages you see during this process.
  1. Check WooCommerce REST API Logs

Your WooCommerce site's logs can provide crucial details about why orders aren't downloading.

  1. Log in to your WordPress admin area.
  2. Go to WooCommerce > Status > Logs.
  3. Review recent entries for any issues related to API authentication, permissions, or problems with how Webgility is trying to access your store's data.
  1. Examine Order Status and Data Integrity

Ensure the orders you expect to download exist and have the correct status in WooCommerce.

  1. In your WooCommerce admin area, go to WooCommerce > Orders.
  2. Verify that the orders you are trying to download exist and have statuses that Webgility is configured to download (e.g., "processing," "completed").
  3. Check if any other plugins or custom code on your site might be modifying order types or statuses, which could prevent them from being detected by Webgility.
  1. Advanced FTP and Server Diagnostics

If your connection tests successfully and API logs don't show obvious errors, but orders still won't download by range, it might be a deeper server or plugin-level issue.

  • Gather FTP Access Details: You might need your FTP credentials to access specific plugin and log directories on your hosting server.
  • Review Integration Plugin Logs and Error Logs:
    • Locate the Webgility integration/plugin log directory on your server (typically /wp-content/plugins/{plugin_name}/logs/).
    • Search these logs for errors related to how API requests are formatted, timeouts, or access denials.
    • Check your server's PHP error logs for any major errors or timeouts occurring during API calls that Webgility makes.
  • Check API Rate Limits or Firewall Restrictions:
    • Contact your hosting provider or server administrator to confirm if there are any IP blocks, API throttling, or recent security policy changes that might be affecting Webgility's access.
  • Test Plugin and WordPress Updates:
    • Verify that your Webgility WooCommerce Connector plugin and your WordPress core are both up to date.
      • To update your Webgility Desktop application:
        1. If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
        2. If you're unable to log in: Download and install the latest version from portal.webgility.com.
      • To update your Webgility WooCommerce Connector plugin:
        1. Download the latest Webgility/WooCommerce integration plugin. The latest version is available from your Webgility account portal. Log in to portal.webgility.com and navigate to the Downloads section to find the WooCommerce plugin file.
        2. Log in to your WooCommerce admin panel.
        3. Go to Plugins > Add New > Upload Plugin and select the update package you downloaded.
        4. Click Install Now, and then Activate the updated module.
        5. Confirm the successful update under your Plugins list.
    • If possible, test your Webgility connection and order download in a staging environment to rule out any conflicts with other plugins or your theme.

Other Common Connection Issues & Troubleshooting

Beyond 'Get New Orders' issues, here are other common problems and how to fix them:

Blocked Webgility Extension Access

Your WooCommerce store's security settings might be blocking Webgility.

  • Solution: Whitelist Webgility IPs Please whitelist the following IP addresses in your WooCommerce hosting environment. This allows Webgility to communicate with your store securely:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71

Incorrect Webgility Extension URL

Using the wrong URL when setting up the connection can cause problems.

Incorrect WooCommerce Admin Credentials

Always make sure you are entering your accurate WooCommerce admin username and password when connecting your store in Webgility.

Troubleshooting Error Messages (General)

When you test your store connection in Webgility Desktop (Go to Connections > Sales Channels > Manage Sales Channel > Edit Connection > Test Store Connection), you might see messages like:

  • "We are facing an issue while processing your request. Please try again later."
  • "The remote server returned an error. (501) Service Temporarily Unavailable."
  • "Not able to connect to WooCommerce."

🛠 How to Fix These Errors

Step 1: Test Extension URL in Browser Paste your Webgility Extension URL into your browser. If it returns an error such as:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

Continue with the checklist below.

Step 2: Checklist to Resolve Access Errors

  • Ensure the following IPs are whitelisted: 183.182.84.170, 111.118.255.21, 54.69.99.71
  • Confirm that your Webgility files on your hosting server have Read/Write/Modify permissions.
  • Make sure you're using the latest version of Webgility Desktop. (Help > Check for Updates > Update)
  • Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

Verifying Webgility Extension Version Paste the Webgility Extension URL into your browser. The version number will be visible at the top of the page. Ensure it matches the latest release available from portal.webgility.com.

Connection Tips

If you're still having trouble connecting:

  • Try modifying the URL format:
    • Add or remove www
    • Switch from http to https or vice versa

Additional Recommendations

  • Regularly update your WooCommerce and WordPress core alongside your Webgility Desktop application.
  • Always ensure you're using compatible versions of plugins and Webgility Desktop.