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If a sync has been running for a long time and looks frozen, there’s no manual cancel button in the dashboard today — Hoard handles a stuck sync automatically after a short timeout, and in most cases the right move is just to wait it out.

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How Hoard clears a stuck sync

If your agent stops sending heartbeats for more than 10 minutes mid-sync, Hoard automatically clears the stale sync flag on your account so it doesn’t stay locked out of future syncs. This happens on its own — you don’t need to do anything to trigger it.

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What to do while it’s running

  1. Check how long it’s actually been. A sync moving through a large inventory, or working through orders and sales reports after the price push, can legitimately take a while. Compare against your usual sync time before assuming it’s stuck.
  2. Check the Sync Log on your dashboard’s Today tab. If a step is actively progressing, you’ll see it there even if the top-level status still reads “in progress.”
  3. Confirm your agent is online. If your dashboard also shows “Agent offline,” the sync isn’t going to finish until the agent reconnects — see agent offline.
  4. Wait for the 10-minute stale timeout if the agent has genuinely gone silent. Once it trips, the flag clears and your next sync (scheduled or manual) can run normally.

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If it clears but the sync never completed

A stale-timeout clear doesn’t retroactively finish the sync that was stuck — it just unblocks future attempts. Run a Sync Now afterward to get a clean, complete sync.

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Why there’s no manual cancel button yet

You might expect a “Cancel” button next to an in-progress sync, but the dashboard doesn’t expose one today — the only way an in-progress sync ends early is the automatic stale timeout described above. If you need a sync to stop sooner than that, closing the desktop app (or letting the machine go offline) will eventually be picked up the same way, once the heartbeat gap passes 10 minutes.

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Avoiding repeated stuck syncs

If this happens often on the same account, it’s worth checking whether the machine running Hoard Desktop is going to sleep or losing network mid-sync — that’s the most common reason heartbeats stop long enough to trip the stale timeout. A machine that stays awake and connected for the length of a sync cycle shouldn’t see this regularly.