> ## Documentation Index
> Fetch the complete documentation index at: https://sims-bae272dd.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# When the agent stops reporting

> What to check, in order.

A store showing offline under **Backoffice Agent Status** means yesterday's
sales have not arrived.

**1. Is the PC on and online?**

The back-office machine has to be powered on, awake and connected. A PC that
sleeps overnight never runs the midnight sync — the most common cause by
far.

**2. Is the agent running?**

Look for it in the system tray. If it is not there, start it.

**3. Did the POS write its export?**

On a CSV setup, no file means nothing to send. Check the folder for last
night's file.

**4. Has the key been revoked?**

A rotated or revoked key stops the agent. Check
[Store Agent API Keys](https://sims-bae272dd.mintlify.site/agent/install.md#get-the-stores-api-key) and re-enter a
fresh key if needed.

**5. Give it a night**

Once it is back online the agent sends what it has been holding, without
anybody doing anything.

> [!WARNING]
>
> Local data is kept for about **three days**. Beyond that, unsent records are
> dropped — those sales will not arrive and the stock they should have reduced
> will stay on your books. If a store has been offline longer, expect to settle
> the gap with a [physical count](https://sims-bae272dd.mintlify.site/stock/reconciliation.md).

## Sales arrived but look wrong

That is usually an import problem rather than an agent problem — see
[Sales Imports](https://sims-bae272dd.mintlify.site/sales/imports.md), and check the failed rows.

## Price changes are not reaching the register

**Publish to POS** queues the changes; the agent applies them on its next run.
If the agent is offline, they are waiting rather than lost.


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