Troubleshooting Shopify Order Download Issues in Webgility
This article helps Webgility Desktop users in addressing an issue where Shopify orders fail to download to Webgility Desktop, causing the application to freeze. Although system RAM has already been upgraded, further troubleshooting is needed to identify and resolve the root cause.
Overview
This article provides step-by-step guidance for troubleshooting cases where a Shopify order does not download to Webgility Desktop, resulting in a software freeze. System RAM was previously updated; further investigation is required.
Note: This article applied to Shopify Channel only
Preliminary Information
- Affected Systems: Shopify, Webgility Desktop
- Reported Issues:
- Shopify orders not downloading
- Webgility Desktop freezing during download attempt
Step 1: Gather Diagnostic Information
Before troubleshooting, obtain the following information:
- Webgility Desktop version
- Operating System details
- Steps leading up to the issue
- Recent changes (system updates, network, integrations)
Step 2: Review Shopify Order Status
- Log in to the Shopify admin.
- Verify the order exists and is valid (paid, not archived, meets sync criteria).
- Check Webgility sync/config filters (e.g., date range, order status).
Step 3: Check Webgility Desktop Connectivity
- Ensure a stable internet connection.
- Confirm Shopify integration is active via Connections > Sales Channels > Manage Sales Channels.
- Test Shopify connection.
- Review scheduler logs for error messages.
Step 4: Check Software Configuration
- Review Connections > Sales Channels > Advanced Settings to check the order status status overwrite settings and order download batch size.
Step 5: Examine Performance and Resource Usage
- Open Task Manager during sync attempt.
- Monitor CPU/RAM usage for Webgility process.
- Note spikes or resource exhaustion.