Troubleshooting Shopify Order Download and Scheduler Issues in Webgility Desktop
This article helps Webgility Desktop users troubleshoot and resolve issues where Shopify orders fail to download automatically into Webgility Desktop through the scheduler, impacting order management. It provides guidance for diagnosing the problem even when no errors appear during manual operations.
Overview
This article outlines troubleshooting steps for support teams addressing issues where Shopify orders are not downloading into Webgility Desktop through the scheduler, impacting order management.
Problem Summary
- Shopify orders do not download automatically into Webgility Desktop.
- Webgility Desktop does not show errors during manual operation.
Prerequisites
- Access to the affected installation's Webgility Desktop logs.
Step-by-Step Troubleshooting
1. Review Scheduler Logs
- Log in to the host workstation where Webgility Desktop is installed.
- Navigate to the Webgility log directory (usually
C:\Webgility\UnifyEnterprise). - Open the most recent Scheduler log file (
SchedulerLog.txtor similar). - Look for date and time stamps of scheduled executions and compare with the issues.
- Note: Inconsistent timestamps or missing entries indicate Scheduler is not triggering as expected.
2. Verify Scheduler Service/Task Status
- Open Task Scheduler (Windows) or check the background process responsible for running the Webgility Scheduler.
- Ensure the task/service is enabled and configured for the appropriate user account.
- Check last run time, status, and any recent errors.
3. Confirm Application and OS Permissions
- Verify that the Windows user account running the Scheduler has sufficient permissions:
- Full access to the Webgility installation directory.
- Permission to log in when the system is locked or unattended.
- Also ensure that scheduled is allowed in the firewall settings.
4. Restart scheduler
- After reviewing the settings in the scheduler, restart and monitor it.