> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryhoard.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sync Failures

> Troubleshooting sync issues and understanding sync status.

## "Price import skipped" — then a separate "Price update" appears

This is normal, not a failure. After Hoard reads your store and runs your pricing rules, the actual price push to TCGplayer runs as its own background step a minute or two later. In your sync history you'll see two entries:

* The main sync, with the price step marked **"calculated · pushed in the background"** — your new prices were worked out.
* A separate **"Price update"** entry shortly after — that's those prices going live on TCGplayer.

If you're in **Review Mode** (Watch Only), the price step instead reads **"not pushed"**: Hoard calculated your prices and saved a copy, but won't push until you switch to Full Sync in [Settings → Sync](https://www.tryhoard.com/settings/sync) or push manually from the desktop app.

## Partial sync (inventory uploaded but something else didn't)

The sync pipeline has multiple steps. Inventory upload is the critical step. Orders and sales reports are non-fatal -- if they fail, Hoard logs the error and continues.

Check the terminal output for lines like:

```
Order export failed (non-fatal): ...
Sales report download failed (non-fatal): ...
```

These usually resolve on the next sync cycle. After a failure, Hoard waits before retrying -- 5 minutes after the first failure, 10 minutes after two in a row, and 30 minutes after three or more. You'll see a "Cooling down" message in the terminal while it waits.

### Per-product-line partial failures

If you sell across multiple product lines (e.g., Magic and Pokemon), a failure in one doesn't block the others. For example, if Magic inventory uploads successfully but Pokemon fails, Hoard will **skip Magic on the retry** (since it already succeeded) and only retry the Pokemon upload. This means a problem with one game won't hold up your entire sync.

### Debug screenshots

When a sync step fails, Hoard automatically captures before and after screenshots of the browser and uploads them. These give our support team a clear picture of what happened (a changed page layout, a CAPTCHA, an unexpected error). You don't need to do anything -- it's automatic.

## "Upload failed" errors

```
Upload failed: API error 413: ...
```

The inventory CSV may be too large. This is rare but can happen with very large inventories (50,000+ items).

Contact [support@tryhoard.com](mailto:support@tryhoard.com) if you hit this.

## Sync takes too long

A normal sync takes 2-3 minutes. If it's taking longer:

1. **First sync** — The initial sync builds your inventory and exports a rolling \~30-day window of recent orders. This can take 5-10 minutes. Subsequent syncs refresh the same recent-orders window, so they stay fast. (Pulling deeper order history is a separate manual backfill, not part of the regular sync.)
2. **Price updates** — These run as a separate background step (validate, confirm, move to live) a minute or two after the main sync, so they appear as their own "Price update" entry rather than slowing the main run.
3. **Large inventories** — A big store's inventory export can take a few minutes to generate and download. Hoard allows up to 5 minutes before it times out, so large catalogs aren't cut off early.
4. **Slow internet** — Large CSV exports need a stable connection.

## Dashboard shows "Synced X ago" but data looks old

Check that:

1. Hoard is still running (check terminal)
2. Auto-sync is enabled in [Settings → Sync](https://www.tryhoard.com/settings/sync)
3. The sync schedule hasn't been set too infrequently

## Sync lock stuck

If a sync crashes mid-run, the server may still think a sync is in progress. The lock auto-clears after 10 minutes. If it persists:

1. Hoard will log "Waiting: in\_progress"
2. Wait 10 minutes for auto-clear
3. If still stuck, contact [support@tryhoard.com](mailto:support@tryhoard.com)