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Resolving WooCommerce Store Connection 401 Errors Due to Plugin Naming Issues in Webgility

This article helps Webgility Desktop users troubleshoot and resolve a "401 Unauthorized" error caused by an incorrect WooCommerce plugin folder name in their WordPress installation, which blocks secure communication between Webgility Desktop and the WooCommerce store.

Issue Overview

You might encounter a "401 Unauthorized" error when trying to connect your WooCommerce store to Webgility Desktop. This frustrating error can prevent you from downloading orders and syncing your data. A common, often overlooked, reason for this error is an incorrectly named WooCommerce plugin folder within your WordPress files.

Root Cause

The most frequent cause for this particular 401 error is when the main WooCommerce plugin's folder name or file structure has been changed from its default. This alteration can prevent Webgility from correctly authenticating with your store's API, leading to the "401 Unauthorized" message.

Symptoms

You are likely facing this issue if:

  • You receive a "401 Unauthorized" error when attempting to connect or reconnect your WooCommerce store in Webgility Desktop.
  • You are unable to download orders from your WooCommerce store into Webgility Desktop.

Step-by-Step Troubleshooting

Follow these steps to check and correct your WooCommerce plugin's folder name and restore your connection.

1. Verify Plugin Installation and Naming

You'll need to access your WordPress installation's files to check the plugin folder name. You can typically do this via FTP (File Transfer Protocol) or through your hosting provider's file manager.

  1. Access your WordPress installation files.
  2. Navigate to the wp-content/plugins/ directory.
  3. Locate the WooCommerce plugin folder.
  4. Crucially, ensure that this folder name is exactly woocommerce (all lowercase, no spaces, no special characters, and no extra numbers or underscores like woocommerce_1).

2. Correct the Plugin Folder Name

If the plugin folder name is incorrect, you'll need to rename it.

  1. If the WooCommerce plugin folder is named anything other than woocommerce (for example, woocommerce_backup, woo_commerce, or woocommerce_old), rename it to woocommerce.
  2. Important: Make sure all the plugin files within the folder remain intact during this renaming process. Do not move or delete any files.

3. Reactivate the Plugin

After renaming the folder, you'll need to reactivate the plugin from your WordPress admin panel.

  1. Log in to your WordPress admin dashboard.
  2. Navigate to Plugins > Installed Plugins.
  3. Find WooCommerce in the list. If it appears deactivated or has a notice about being renamed, click Activate.

4. Reattempt Store Connection in Webgility Desktop

Now, return to Webgility Desktop and try connecting your store again.

  1. Open Webgility Desktop.
  2. Go to Connections > Sales Channels > Manage Sales Channel.
  3. Select your WooCommerce store and click Edit Connection.
  4. Click the Test Store Connection button. If the connection fails, try clicking Reconnect and re-enter your credentials.
  5. Confirm that the authentication is successful this time.

5. Test Order Downloads

Once the connection is restored, verify that everything is working as expected.

  1. In Webgility Desktop, go to Orders > Get Orders.
  2. Initiate an order download to confirm that your orders are now importing successfully.

Common Connection Issues & How to Fix Them

Beyond plugin naming, here are other general connection problems that can affect your WooCommerce integration and how to fix them:

Blocked Webgility Extension Access

Your WooCommerce store's security settings (e.g., hosting firewall) might be blocking Webgility from connecting.

  • Solution: Whitelist Webgility IPs To allow Webgility to securely communicate with your store, please whitelist the following IP addresses in your WooCommerce hosting environment:
    • 183.182.84.170
    • 111.118.255.21
    • 54.69.99.71

Incorrect Webgility Extension URL

Entering the wrong URL during setup can cause connection problems.

Incorrect WooCommerce Admin Credentials

Always confirm that you're entering the correct WooCommerce admin username and password when connecting your store in Webgility Desktop.

Outdated Webgility Application

If you've updated your WooCommerce store but not your Webgility Desktop application, you might see errors.

  • To update your Webgility Desktop application:
    • If you're already logged in: Click Help > Check for Updates > Update within Webgility Desktop.
    • If you're unable to log in: Download and install the latest version from portal.webgility.com.

Outdated Webgility WooCommerce Connector Plugin

If you've updated your WooCommerce store but not the Webgility WooCommerce Connector plugin, you might see errors like:

  • 403 Forbidden
  • 500 Internal Server Error

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 WordPress 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 (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."

🛠 Here's how to fix these errors:

Step 1: Test Your Extension URL in a Browser Paste your Webgility Extension URL directly into your web browser. If you see an error like:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

...then continue to the checklist below.

Step 2: Your 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. (Remember: Help > Check for Updates > Update if you're logged in, or download from portal.webgility.com if you can't log in.)
  • ✅ Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

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

Connection Tips

If you're still having trouble connecting:

  • Try adjusting the URL format:
    • Add or remove www.
    • Switch between http and https.

Best Practices

  • Regularly update all your WooCommerce plugins, your WordPress core, and your Webgility Desktop application to avoid compatibility issues.