Bug when internet connection is interrupted
We switched from the grandfathered plan (separate license per store) to the new plan, and with the SAME version of the software, immediately noticed the bug. Waited until new versions of SW were released, and the bug persists.
Our internet is through a hot spot and it's frequently connected and disconnected. When the connection is re-established, despite Windows being perfectly happy and every other internet connection working just fine, Shipworks declares "Connection could not be established to Interapptive.com" and refuses to do anything until I close the program and re-open it.
It's important to note that this NEVER happened before changing from the grandfathered plan to the new one, even on the same identical software version, so the bug is somewhere in the code where the licensing is verified. It is a huge inconvenience to have to close Shipworks every time and re-open it. Latest SW on Windows 7. No changes to the computer environment in years, again, latest versions on Grandfathered plan never did this, made the switch, now it happens all the time. Please fix.
It's probably rare to have an intermittent internet connection for others so likely it is going un-noticed by other users.
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Eugene,
I am sorry to hear that you and your team have been dealing with these connection issues recently and I want to do all that I can get you into a good spot.
I believe that you are correct in that this is not an issue that we have came across in the past, however I will do what I can on our end to investigate this and find a viable solution.
That being said, I have opened a ticket with you while we continue to address this issue.-Matt
ShipWorks Support Team -
I reported this same issue on May 05, 2019, Request # 10126. My comment was as follows:
"When internet connectivity is lost and restored, Shipworks will not download unless it is restarted. App complains of not being able to reach Shipworks server."
The response was:
"Unfortunately ShipWorks cannot "refresh" until you close and open the software after internet connection is lost. I have submitted a feature request on your behalf to get a 'refresh' feature added to ShipWorks so you will not have to restart the program each time you lose internet. "
Over the past few months it appears to have gotten better (i.e. it auto recovers when connectivity is restored), but is not 100%. -
I'm on the latest version and it still acts the same way. It never did that until they changed the plan structure. Before, when each commerce channel was a separate license, SW would check license status individually prior to shipping or downloading. Now it is all grouped together, and somewhere in there, a line of code is out of order. If Wes was still at the company they would have fixed it in ten minutes, it is clearly a bug, but I can't even prove it to them now. In our workflow situation it is a huge annoyance that I have to deal with daily. IDK if Windows version has anything to do with it, but I doubt it.
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If the on-screen error messages are to be believed, the problem is caused by the application being unable to resolve the DNS name for the ship Works server. Once it is unable to resolve the name the dns component in shipworks gets stuck.
If we knew the specific hostname the application was trying to resolve we could create it as a static entry in our own DNS. This might prevent the compiled the DNS component from failing a look up and getting stuck. I might dig into the log file tomorrow and give this a try.
That said, if we don't find a workaround this is going to be with us for a while. Shipworks has stated that this issue (bug# 31899) is not on their development roadmap this year.
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