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Troubleshooting the “Cannot Access a Closed Stream” Order Download Error in Webgility Desktop

This article helps Webgility Desktop users understand and resolve the “Cannot access a closed Stream” error encountered when downloading orders in Webgility Desktop, which is often related to software compatibility or access issues within a hosted environment.

Issue Summary You might encounter a 'Cannot access a closed Stream' error when downloading orders using Webgility desktop. This error often indicates issues with software compatibility or access within your hosted environment.

Technical Analysis

  • Symptom: You see the error message 'Cannot access a closed Stream' (this might be related to System.IO or CryptoStream).
  • Cause: This issue is often seen with older versions of Webgility desktop, such as v9.7, or when there are access limitations, such as not being able to open the Webgility desktop application window, especially in a hosted environment like Summit Hosting.

Troubleshooting & Resolution Steps

1. Understand the Error and Your Webgility desktop Version First, note the exact error message you are seeing. Also, check your installed version of Webgility desktop, as this error is common with older versions like v9.7.

2. Update Webgility desktop This issue is resolved in Webgility desktop version 9.8.3 and later. Updating your Webgility desktop is crucial. There are two scenarios for updating:

  • If you are experiencing a Webgility desktop login issue or cannot access the application window: You will need to install Webgility desktop from your customer portal at portal.webgility.com. For detailed installation instructions, please refer to the Installation Guide for Webgility Desktop. Ensure you have the necessary permissions on your hosted environment if applicable.

  • If you are NOT experiencing a Webgility desktop login issue and can access the application: In the Webgility desktop application, go to Help > Check for Updates > Update to install the latest version. For a complete guide on how to update, please see How to Update Your Webgility Desktop Software. Note: If you are using a Webgility version older than 9.8.4, a different upgrade process may be required.

3. Coordinate with Your Hosting Provider (if applicable) If you are unable to access the Webgility desktop application or required system resources (especially in a hosted environment), you may need to contact your hosting provider (e.g., Summit Hosting). Request them to confirm and resolve any Remote Desktop or application access permissions.

4. Validate and Test Once you have updated Webgility desktop (and your hosting provider has resolved any access issues), please:

  • Run the Webgility desktop application.
  • Re-attempt your order downloads.
  • Confirm that the 'Cannot access a closed Stream' error is no longer appearing.