Troubleshooting

Diagnose Apple GSX connection failures, certificate expiry warnings, authentication errors, and appointment status sync issues.

This page covers the most common GSX integration problems and how to resolve them. If you don't see your issue here, contact Weevio support with the exact error message shown in the UI.

Connection and authentication errors

"The certificate is not valid"

Apple GSX rejected the SSL handshake. Your private key or certificate is not correctly paired, or the file you uploaded is the wrong type.

Fix: Re-export both files from Apple Partner Connect, make sure the private key matches the certificate, and re-upload them on the GSX Setup page. Use .pem files only.

"GSX connection failed — invalid certificate or incorrect passphrase"

The passphrase you entered does not decrypt the private key.

Fix: Re-enter the GSX Passphrase exactly as Apple provided it. If you've recently rotated the passphrase in Apple Partner Connect, generate a new private key bundle and upload it.

"GSX Authentication failed" with one or more error codes

Apple GSX returned a 403 with specific failure codes. The codes are surfaced in the error message itself.

Fix:

  • Confirm your Sold-To number is correct, including leading zeroes (10 digits total)
  • Confirm the Apple ID and Activation Token are valid
  • If the message mentions whitelisting, verify Weevio Cloud's outbound IP addresses are whitelisted in your Apple Partner Connect account

"GSX Certificates and whitelists check failed"

A generic 403 from Apple GSX. Most often this is an expired certificate, a missing IP whitelist entry, or a Sold-To mismatch.

Fix: Check each item — certificate expiration, Sold-To value, and IP whitelisting in Apple Partner Connect.

"Failed to connect to the GSX Background Process server"

Weevio Cloud's GSX background service is unavailable.

Fix: Contact Weevio support. This error is not something you can resolve from the GSX settings page.

Certificate expiration

When your GSX certificate expires, the file status next to the upload area changes to red and shows the expiration date. Until you upload a new certificate, GSX requests fail.

Note:

Weevio Cloud sends a warning email to your API Notification Email before the certificate expires. Don't ignore these emails — appointment booking and sync stop working as soon as the certificate is past due.

To renew, see Certificate & Key Management.

Per-location issues

A location's Verify button fails

The location is missing a value that Weevio Cloud needs to reach GSX.

Fix: Open the row in the Location Settings table and make sure both GSX Ship-To and Technician ID are filled in. Save, then click Verify again.

"GSX Sold To not found in team settings"

Weevio Cloud tried to update an appointment in GSX but couldn't find your tenant-level Sold-To.

Fix: Open the GSX integration settings and confirm the Sold-To field is filled in. If it's blank, re-enter your 10-digit Sold-To and click Verify Connection.

"X is not a valid status for this reservation"

Apple GSX returned a state-machine error — for example, the appointment was already cancelled in GSX and can't be cancelled again. The error message includes the GSX code, such as SYS.RSV.008.

Fix: Open the appointment in Apple Partner Connect, confirm its current status there, and resolve the discrepancy manually. Then refresh the appointment in Weevio Cloud.

File upload errors

"Invalid file. Please upload a certificate type"

The file you selected isn't a .pem file.

Fix: Re-export the file from Apple Partner Connect and confirm it is .pem (not .p12, .der, or another format).

"Private Key upload failed" or "Certificate upload failed"

The upload didn't complete — usually a network error or a malformed file.

Fix: Confirm the file begins with -----BEGIN RSA PRIVATE KEY----- (or -----BEGIN ENCRYPTED PRIVATE KEY----- for an encrypted key) or -----BEGIN CERTIFICATE----- for the certificate. Try the upload again.

Token expiration warnings

If the API Notification Email address starts receiving token-expiration emails, your Apple Activation Token is about to expire. Get a fresh token from Apple Partner Connect, paste it into the Activation Token field on the GSX integration page, and click Verify Connection.

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