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Resolving Base-64 String Errors on Store Connection in Webgility Desktop

This article helps Webgility Desktop users resolve Base-64 string errors when connecting PHP-based stores such as WooCommerce or OpenCart. It addresses issues related to incorrect store URLs or encoding problems that prevent successful store connection.

 Overview

When connecting a store in Webgility Desktop, an error may appear stating:

"The input is not a valid Base-64 string."

This error often occurs when the store URL includes 'www', which can cause improper processing of the authentication string.

Root Cause

Webgility Desktop encodes store authentication details into a Base-64 string. If 'www' is included in the store URL, it can disrupt the encoding process, resulting in a failed connection attempt.

Symptoms

  • Error message: "The input is not a valid Base-64 string."

  • Store fails to connect during setup in Webgility Desktop

Troubleshooting Steps

1. Gather Store URL

Obtain the exact store URL being used. Check if it begins with 'www' (e.g., https://www.examplestore.com).

2. Review Error Logs

Check the Webgility Desktop logs or on-screen error messages to confirm if the issue is related to Base-64 encoding.

3. Replicate the Issue (if necessary)

Attempt to reproduce the error using the same URL format in a test environment to verify the cause.

Resolution Steps

1. Edit the Store URL

  • Open Webgility Desktop and navigate to Connections > Sales channel > Manage Sales channel.

  • Select the relevant store profile and click Edit.

  • Remove 'www' from the beginning of the URL.

    • Example: Change https://www.examplestore.com to https://examplestore.com.

2. Confirm Captcha and Firewall/Wordfence Settings

  • Review Captcha plugin or service to confirm which endpoints and user agents (e.g., Webgility) are exempted.
  • In Wordfence > Firewall > Tools, verify if the connecting service’s IP addresses (support, third-party) are fully whitelisted.

2. Review Network and SSL Configurations

  • Check recent SSL or network config changes that may block API or webhook traffic.
  • In cPanel or host network/firewall settings, ensure no new block/redirect rules conflict.

3. Reconnect the Store

  • Reconnect using the updated store URL.

  • The connection should now complete successfully without the Base-64 error.

Final Confirmation

After reconnection, verify that the store status shows as connected and that no further errors appear.