How to solve WooCommerce Order Download and Store Reauthorization Issues in Webgility Desktop

Overview

If you're unable to download WooCommerce orders into Webgility Desktop and are seeing error messages about reauthorization or connectivity, especially if your store is password-protected, this guide will help you resolve these common issues. It covers fixing errors like blocked IP addresses, incorrect URLs, and version mismatches to ensure smooth integration.

Common Causes

• Store authentication or reauthorization failures: This often happens after you change your WooCommerce password or user permissions.
• WooCommerce plugin update incompatibilities: An outdated or conflicting plugin can prevent communication.
• Connectivity blocks: Things like firewalls or server settings might be preventing Webgility from connecting to your store.

Step-by-Step Investigation and Resolution

1. Identify the Error

When you try to connect or download orders, pay attention to the exact error messages you see. Also, note if your store is password-protected or has any extra security layers.

1. Review Connection Settings

Let's ensure all your connection details are accurate in Webgility Desktop.

1. Confirm the store's URL is correctly configured in your Webgility Desktop connection settings.
2. Check if user permissions were changed or restricted for the WooCommerce admin user linked to Webgility.

1. Assess Reauthorization Status

If you've recently changed your store password or admin users, you might need to reauthorize the connection.

• If you've updated your WooCommerce store password or any admin users recently, this is a likely cause.
• Reauthorize the integration:
  1. In Webgility Desktop, go to Connections > Sales channel > Manage sales channel > Edit Connection.
  2. You may need to disconnect and then reconnect your WooCommerce store to re-enter the updated credentials.
  3. Important: Avoid changing your store password or making further modifications until the Webgility connection is confirmed.
  4. Watch for any new authorization or permission prompts during the reconnection process.

1. Analyze Server/Store Logs

If issues persist, checking your website's logs can provide valuable clues.

• Access your server or WooCommerce logs (your hosting provider can help you with this if you're unsure how).
• Look for entries related to failed API or authentication events.
• Verify that HTTPS is used and SSL certificates are valid for your store.

Other Common Connection Issues & Troubleshooting

Sometimes, issues aren't just about reauthorization. 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 during the connection process can cause failures.

• Double-check that you're entering the correct Webgility Extension URL.
• Follow the appropriate connection steps for your platform:
  • How to connect Webgility Desktop with WooCommerce
  • How to connect Webgility Online with WooCommerce

Incorrect WooCommerce Admin Credentials

Ensure you are entering your correct WooCommerce admin username and password when connecting your store in Webgility.

Outdated Webgility Extension

If you've updated your WooCommerce store but not the Webgility Extension, you may see errors like 403 Forbidden or 500 Internal Server Error.

• 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.

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 all your WooCommerce plugins and WordPress core alongside your Webgility Desktop application.