Shiptheory uses the Magento SOAP API to download product information from your store to display on on labels, invoices and packing slips and to use in automatic shipping rules.
The Magento release version 18.104.22.168 contains a bug that prevents Shiptheory from downloading product information.
A patch has been provided by the open source community that your developer can apply directly to your store to resolve the issue. Information on the manual patch can be found here.
If you have questions, please get in touch with us.