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Troubleshooting
Look for the message you're seeing. If it isn't here, see Reporting a problem.
The page doesn't have this run's access key. That happens with an old bookmark, an address copied from before Hoard restarted, or a one-time link opened twice. Open Hoard again from the Start menu (it brings its window to the front), or, if you started it as a server, open the address it printed. See Using Hoard on other devices.
Another copy of Hoard is open but not responding. Close it (in Task Manager, end Hoard), or restart your computer, then open Hoard again.
Hoard's window needs Microsoft Edge WebView2. Hoard opens in your web browser instead, and everything works there; quit it from Settings, then Quit Hoard. To get the window back, install the WebView2 Runtime from Microsoft, then open Hoard again.
The page lost Hoard's server: Hoard was quit or closed. Open Hoard again.
Windows says this about apps from a publisher it doesn't know well yet. Hoard is code-signed: choose More info and the publisher shows as Hoard's maintainer. A new publisher earns Microsoft's trust as people install its releases, so the warning fades with time. Choose Run anyway. To check the file first, see Installing Hoard.
From 2.11 they work: the sign-in window is the browser's own, which Google and the others accept. If one still
refuses (or you set "automated_sign_in": true in config.json), set a password for your store account in your
usual browser, then sign in with that in Hoard's window. See
Getting started for finding saved passwords.
The store ended Hoard's sign-in, as stores do from time to time. In Stores, choose Sign in on that store again.
Only one program at a time can use a store's sign-in: a second copy of Hoard, or a hoard-cli command, is using
it. Wait for that to finish, or close it.
Hoard only keeps sign-ins it can protect, and that needs a keyring: GNOME Keyring, KeePassXC with its Secret Service turned on, or KWallet. Install and unlock one, then sign in again. See Stores.
Signing in to a store downloads Hoard's browser first when it needs to (about 150 MB, once). Anything else that
needs it: open Settings, choose Set up Hoard again, and choose Install Hoard's browser. If
the message names a browser you chose in Settings, choose another there instead. On Linux, if the browser
still won't start: .venv/bin/python -m playwright install-deps chromium in Hoard's folder (from source).
Stores change their websites, and a reader can stop working until Hoard is updated.
- Check you're on the latest version.
- Meanwhile, you can usually import pages you saved yourself: see Stores.
- Run
hoard-cli debug <store>(orhoard-cli probe jinxxy). It saves the library page and a summary of what Hoard read into thedebugfolder in Hoard's app-data folder, with personal details removed. - Open an issue and attach it, after reading it: it still shows what you've bought, and GitHub issues are public.
Complete it in the window Payhip opens in, and Hoard carries on (it waits up to 3 minutes). If Payhip still won't let Hoard in, save each shop's library page from your usual browser and import them all instead. See Stores.
Payhip keeps purchases in each shop, each on pages of 15, so Hoard only sees the shops you've added, or the pages you've imported. Import every page of every shop's library (Import a folder takes them all at once), or add your shops in Settings under Payhip shops and refresh.
That's right: Hoard lists what you bought on Payhip, and you download it from Payhip. Open the product in your library and choose Open on Payhip. See Stores.
When importing ends, Hoard lists each page it couldn't use, and why:
- "couldn't tell which store this page is from": the page wasn't saved from a store's library, or was saved as text only. Save the library page itself as Webpage, Single File, or import it from that store's row in Stores (Import pages), which tells Hoard the store.
- "no ... items in that page": the page was saved before it finished loading. Scroll to the bottom first, then save it again.
- A Payhip shop you didn't add: Hoard only adds a shop when you confirm it. Import the page again and choose OK when Hoard asks, or add the shop in Settings.
The key was mistyped or cut short when it was copied, or it was deleted on itch.io. Make a new one on itch.io (Settings, API keys), then choose Change API key on itch.io's row in Stores. See Stores.
Files the creator marked as a program for Windows, macOS, Linux or Android are game builds, skipped unless you turn off Skip game builds under itch.io in Settings. Files kept on another website (the summary says so) are downloaded from there, by you. A project from a bundle only counts once you've claimed it on itch.io.
Nothing to do: Hoard downloads that file through its browser, by itself (and the rest of the run, if Booth does it again).
You're offline, or the store is down. Your saved library and downloads are unchanged; try again later.
The connection ended before the file was complete. Nothing is lost: the next sync picks up where it stopped.
The summary at the end of each download gives the reason for everything that failed or was skipped. On Gumroad, "no download page" means a refund or a membership that ended, and files Gumroad only streams can't be downloaded. Products you removed from your library are skipped on purpose.
Something edited one of Hoard's records. Hoard kept a copy of the changed file, stopped trusting its links, and
fetches them from the store again on the next sync. Run hoard-cli verify to check everything. If you share the
downloads folder between computers, copy integrity.key: see
Where Hoard keeps things.
Your library list came from another computer's Hoard (a copied app-data folder, say). Its links and pictures are
hidden until you refresh your stores. To keep them, copy that computer's integrity.key too.
Hoard couldn't read that file, set it aside rather than overwriting it, and carried on. A refresh or sync rebuilds what it held.
- Forgot your PIN? Choose Forgot your PIN? and enter your 6 recovery words to set a new one. Nothing is lost.
- Lost the words too? The only way out deletes the hidden items from Hoard's list, without showing them.
- "Too many wrong tries. Try again in ... seconds." After five wrong tries, each further try waits longer (30 seconds, doubling, up to an hour), even if Hoard restarts.
See Your library.
The easiest way is to let Hoard prepare the technical details for you:
- Reproduce the problem if you can.
- Choose Create support report in Settings, or use the Create report button shown next to a failed store or download.
- Read the report preview, then save it. Hoard builds the ZIP on your computer and sanitizes it before it is exported; nothing is uploaded automatically.
- Open an issue and attach the ZIP. It is still a public issue, so review the ZIP yourself before sharing it.
The older hoard-cli debug <store> and hoard-cli probe jinxxy commands are still available when a maintainer asks for deeper troubleshooting.
Found a security problem? Report it privately instead: see Security and privacy.
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