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

# Sage On-Prem Agent Troubleshooting

> Diagnose and resolve common issues with the Kroo Sage on-prem sync agent on Windows.

The Kroo Sage on-prem sync agent runs as a Windows Service (`Kroo.Sync.Service.exe`), configured via:

```
C:\ProgramData\KrooData\appsettings.json
```

## Checking Agent Logs

To verify whether the agent is running successfully, check the service log at:

```
C:\ProgramData\KrooData\KrooServiceLog
```

This log records the agent's sync activity and will show any runtime errors encountered after startup.

## Checking Windows Event Logs

<Info>
  **Always start here.** The Windows Event Viewer contains detailed error messages that pinpoint the root cause of most agent issues.
</Info>

1. Press `Win + R`, type `eventvwr.msc`, and press Enter.
2. Expand **Windows Logs > Application**.
3. Filter for errors from `Kroo.Sync.Service.exe` or `.NET Runtime`.

## Service Error 1053

The service fails to start with: **The service did not respond to the start or control request in a timely fashion.**

Check the Event Viewer for an error like:

```
System.ArgumentException: An item with the same key has already been added.
   Key: AppSettings:Tables:APM_MASTER__VENDOR
```

This means there is a **duplicate table key** in `appsettings.json`.

### Fix

<Warning>
  Back up `appsettings.json` before editing.
</Warning>

<Steps>
  <Step title="Remove the duplicate entry">
    Open `C:\ProgramData\KrooData\appsettings.json` and search for the key from the error message (e.g., `APM_MASTER__VENDOR`). Delete the duplicate, keeping only one instance.
  </Step>

  <Step title="Validate the JSON">
    Paste the file contents into a JSON validator (such as [jsonlint.com](https://jsonlint.com)) to catch syntax errors like trailing commas or missing brackets.
  </Step>

  <Step title="Restart the service">
    Open `services.msc`, find **Kroo Sync Service**, and click **Start**.
  </Step>
</Steps>

## General Tips

* **Validate JSON before saving** -- a syntax error in `appsettings.json` will prevent the service from starting.
* **Restart after config changes** -- the agent only reads `appsettings.json` at startup.

<Info>
  **Need help?** Email [implementations@getkroo.com](mailto:implementations@getkroo.com) with the Event Viewer error details and a copy of your `appsettings.json`.
</Info>