# The Treecat agent keeps going offline

> What to check when the Treecat agent shows offline: the agent window, sleep settings, sign out or reset, updates, and what to send Treecat support.

Source: https://wiki.treecat.io/agent-offline · Section: The Treecat agent · Updated: 2026-10-21

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?

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](https://wiki.treecat.io/item-sold-but-still-listed) on recent sales so anything that sold in the meantime comes down.

## Step 1: Check the agent window

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 awake
- **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 reset

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 updates

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 itself

- **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](https://wiki.treecat.io/turn-on-virtualization).
- **Internet.** The computer must stay online.

## Why do I see "Agent offline" when I try to delist or relist?

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 details

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 support@treecat.io, 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](https://wiki.treecat.io/get-help).