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Troubleshooting 'Operation Has Timed Out' and Gateway Errors When Downloading WooCommerce Orders

This article helps Webgility Desktop users troubleshoot and resolve "Operation Has Timed Out" and other gateway errors encountered when downloading orders from their WooCommerce store, providing clear steps to restore smooth order download.

Overview

When downloading orders from your WooCommerce store into Webgility Desktop, you might sometimes encounter an 'operation has timed out' or other gateway-related error. These issues are often due to outdated integrations or temporary internet connection problems. In most cases, they can be resolved quickly with a few simple steps.

Symptoms

You might be facing this issue if:

  • Webgility Desktop fails to download WooCommerce orders.
  • You see an error message related to a gateway or network problem during download.
  • The issue seems to resolve after updating Webgility Desktop and reconnecting your store.

Root Cause

These errors typically occur because of temporary communication failures between Webgility Desktop and your WooCommerce store, or because your integration modules (plugins/applications) are outdated. When WooCommerce or Webgility Desktop is updated, it often requires a manual reconnection to ensure full synchronization.

Step-by-Step Troubleshooting

Let's get your orders downloading smoothly again.

1. Update Webgility Desktop to the Latest Version

Keeping your Webgility Desktop application up to date is crucial for preventing and resolving connectivity issues.

  • If you're already logged in: Open Webgility Desktop, go to Help > Check for Updates, and install any available updates. Remember to restart the application after the update.
  • If you're unable to log in to Webgility Desktop: You can download and install the latest version directly from portal.webgility.com.

2. Reconnect Your WooCommerce Store

A simple reconnection often resolves temporary communication glitches.

  1. In Webgility Desktop, navigate to Connections > Sales Channels > Manage Sales Channel.
  2. Select your affected WooCommerce store from the list.
  3. Click Re-Connect and follow the prompts to reauthorize the integration. This typically involves re-entering your WooCommerce store's URL and admin credentials. You can find detailed steps here: How to connect Webgility Desktop with WooCommerce.

3. Retry Order Download

After updating and reconnecting, try downloading orders again.

  1. In Webgility Desktop, go to New Orders > Get Orders (or Download Orders if available).
  2. Verify that your orders are now importing successfully.

Common Connection Issues & How to Fix Them

Beyond gateway errors, here are other general connection problems 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 Extension 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.