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Troubleshooting WooCommerce–Webgility Order Sync Connection Issues After Website Updates

This article helps Webgility Desktop users troubleshoot and resolve sales channel connection and order download issues that occur after updating their WooCommerce website. It explains common causes such as changes in how order numbers are read and provides steps to restore smooth syncing.

Overview

This guide helps you troubleshoot connection and order synchronization problems between your WooCommerce store and Webgility Desktop that can occur after you've made updates to your website. A specific focus is on a setting within Webgility that, if misaligned with your updated website, can prevent order downloads.

Problem Summary

You might be experiencing this issue if:

  • You are unable to download new orders from your WooCommerce store into Webgility Desktop after a recent website update.
  • Webgility Desktop shows errors during the order synchronization process, preventing data from being pulled from your store.

Root Cause

Website updates (such as WooCommerce plugin upgrades, theme changes, or other underlying API modifications) can sometimes alter how your store generates or presents order numbers through its API. If Webgility Desktop is configured to specifically download these store-generated order numbers, but they are no longer accessible in the expected format, it can cause sync failures and prevent orders from coming through.

Step-by-Step Troubleshooting Guide

Follow these steps to diagnose and resolve order sync issues after a WooCommerce website update.

1. Verify the Problem

Confirm that you are indeed facing an order synchronization problem.

  • Try to initiate an order download in Webgility Desktop.
  • Note any specific error messages that appear during the connection or sync process.

2. Review Webgility's Order Download Settings

A key setting in Webgility Desktop might be interfering with your updated website.

  1. Open Webgility Desktop.
  2. Go to Connections > Sales Channels > Settings.
  3. Navigate to the Order Download Settings .
  4. Look for a setting related to "Download store order number" 

3. Test Disabling "Download Store Order Number"

Temporarily disabling this setting can often resolve the issue.

  1. Toggle the "Download store order number" setting to Off.
  2. Click Save to apply the changes.
  3. Now, attempt to sync orders again in Webgility Desktop (Orders > Get Orders).
  • If the sync is successful: This indicates that your website's updates changed how order numbers are retrieved. Keeping this setting off allows Webgility to use its own internal order numbering or standard WooCommerce order IDs, bypassing the conflict.
  • If the sync is still unsuccessful: This setting was not the root cause. Proceed to the "Common Connection Issues" section for further troubleshooting.

Common Connection Issues & How to Fix Them (General)

If disabling the "Download store order number" setting didn't resolve your issue, here are other common 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

Using the wrong URL during the connection process can cause failures.

Incorrect WooCommerce Admin Credentials

Make sure you are entering your 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.

Troubleshooting Error Messages (General)

To test and manage your store connection:

Go to Connections > Sales Channels > Manage Sales Channel > Edit Connection in Webgility Desktop.

Enter your Webgility Extension URL, WooCommerce admin username, and password.

Click Test Store Connection.

You might see one of the following messages:

  • “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.”

🛠 How to Fix These Errors:

Step 1: Test Extension URL in Browser

Paste your Webgility Extension URL into your browser. If it returns an error like:

  • 403 Forbidden
  • Page Not Found
  • Access Denied

Continue with the steps 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.
    • If you're already logged in: Go to Help > Check for Updates > Update
    • If you're unable to log in: Download the latest version from portal.webgility.com
  • ✅ Upgrade to the latest Webgility Extension for WooCommerce if needed (download from portal.webgility.com).

🔄 Verifying Webgility Extension Version

Paste the Webgility Extension URL into your browser.

The version number will be visible at the top of the page.

Ensure it matches the latest release available from portal.webgility.com.

Connection Tips

If you’re still having trouble connecting:

  • Try modifying the URL format:
    • Add or remove www
    • Switch from http to https or vice versa

Best Practices

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