The Treecat agent keeps going offline

Start with the agent window on the computer that runs it: if the agent window says it is running and signed in, it is working, even if the website briefly shows orange or "offline". If it is not connected, the usual cause is the computer going to sleep; otherwise sign out and back in, or click Reset, and allow about two minutes for it to come online.

What stops while the agent is offline?Copy Anchor Link

Poshmark, Mercari, Whatnot, Facebook Marketplace and Etsy are reached through the agent. While it is offline:

• sales on those marketplaces cannot be detected, so items are not delisted elsewhere;
• list, update, delist, relist and closet sharing on those marketplaces wait;
• "Relist now" is skipped on those marketplaces (a relist schedule you set is still saved).

eBay, Amazon, Walmart, Shopify and WooCommerce keep working. Treecat emails you when the agent goes down. Once it is back, run Confirm Quantity on recent sales so anything that sold in the meantime comes down.

Step 1: Check the agent windowCopy Anchor Link

Open the agent from the tray (Windows) or menu bar (Mac). If it shows that it is running and signed in, it is working. On Settings → Agent, the row for this computer also has Start and Open buttons that bring the agent up from the website.

Step 2: Keep the computer awakeCopy Anchor Link

• Mac: keep it plugged in with the lid open, and turn on Prevent automatic sleeping when the display is off under System Settings → Battery → Options.
• Windows: set Sleep to Never (when plugged in) in the power settings.
• Closing a laptop lid always puts it to sleep.

Step 3: Sign out and back in, or resetCopy Anchor Link

If the agent will not reconnect:

1. Click Sign Out in the agent window and sign in again, or click Reset. One restart is enough.
2. Allow about two minutes for it to come online.
3. If it still does nothing, quit the agent completely from its menu-bar or tray icon, then open it again.

Step 4: Install updatesCopy Anchor Link

If the agent window shows an update button, click it and let it restart. If you see a prompt about updating the VM, you can safely close it.

If a marketplace login says the browser engine on your computer updated in the background, quit and reopen the Treecat agent, then try again. Nothing is wrong with your account.

Step 5: Check the computer itselfCopy Anchor Link

• Only one agent in use. If old copies of the agent are running on other computers you no longer use, quit them, and remove old rows on Settings → Agent.
• Memory. 8 GB of RAM is recommended. On a smaller machine, close other heavy programs, choose the Economy performance mode, and avoid running two antivirus programs.
• Virtualization must be on (Windows). See Turn on virtualization.
• Internet. The computer must stay online.

Why do I see "Agent offline" when I try to delist or relist?Copy Anchor Link

Delist and relist on Poshmark, Mercari, Whatnot, Facebook Marketplace and Etsy need the agent. Open the agent, bring it online and try again. eBay, Amazon and Walmart do not need it.

Still offline? Send Treecat support the detailsCopy Anchor Link

Keep the agent running, then:

1. On Settings → Agent, click Copy agent details for support (the copy icon on the computer's row).
2. Email the details to [email protected], with what you see and what you have tried.

Treecat support can then look at the agent's logs. See Get help from Treecat support.