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When your dashboard’s agent pill shows “Agent offline,” Hoard hasn’t heard a heartbeat from your desktop agent in about 10 minutes. It’s a connectivity signal, not a verdict on your inventory or pricing — your data from the last successful sync is unaffected.

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What it means

Your desktop agent sends a small heartbeat to Hoard’s servers while it’s running. If those heartbeats stop — because the computer went to sleep, the app was closed, or something crashed — the agent pill switches to “Agent offline” once about 10 minutes have passed with no heartbeat.

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What to check

  1. Is your computer awake? Sleep and hibernation stop the agent along with everything else. If the machine that runs Hoard Desktop went to sleep, waking it usually resumes heartbeats within a minute or two.
  2. Is Hoard Desktop still running? Look for the systray icon (Windows: bottom-right near the clock, in the overflow area if hidden; Mac: menu bar). If it’s gone, the app closed and needs to be reopened.
  3. Restart the desktop app. Quit it fully and relaunch. This clears most stuck states — a crashed Chrome process, a hung agent binary, a stale lock file.
  4. Check your internet connection. No heartbeats can just mean no network path to Hoard’s servers.
If none of that clears it, see the full agent troubleshooting guide or the install walkthrough for a clean reinstall.

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If you get a “hasn’t checked in” email

Hoard sends a daily check (around 2pm UTC) for accounts whose agent has been silent for more than 24 hours. You’ll only get this email if you’ve synced successfully before, have auto-sync turned on, have a verified email, and haven’t already been alerted in the past 7 days — so a brand-new account that hasn’t finished setup yet won’t get flagged, and you won’t get spammed with the same alert every day.

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What “offline” doesn’t mean

This status is about the connection between your agent and Hoard’s servers, not about the state of your store. Your inventory, prices, and order history from the last successful sync stay exactly as they were — nothing regresses or reverts because a heartbeat was missed. Once the agent reconnects, it picks back up normally on its next cycle.