Symptom

New orders from an external platform (such as Shopify, ShipStation, or TrackStar) have stopped appearing in Luminous. Orders placed on the connected storefront are not flowing in, even though the channel appears to be configured correctly. You may also have received an email with the subject "Order sync auto-paused: [integration name]".

This is different from the delayed-sync warning icons visible on the Channels page (covered separately). A paused channel is fully stopped — no new orders are ingested until it is explicitly resumed.

Why it happens

Luminous pauses a channel's order ingestion in two ways:

1. Automatic (system) pause — backlog too large

Luminous monitors how many orders each pull cycle stages. If that volume repeatedly hits the absolute pull-volume ceiling in consecutive cycles, Luminous concludes the backlog is genuinely stuck and automatically pauses the channel to protect system stability. When this happens:

  • The integration is marked as paused by system.
  • All tenant admin users receive an email and an in-app notification describing the cause and the recommended recovery steps.
  • Live sync will not catch up on its own — a system auto-pause requires deliberate recovery actions before resuming (see below).

Luminous will automatically clear a system pause if the backlog drops below the per-pull limit on its own, but only once per 24-hour cooldown window. If the backlog is large, manual recovery is required.

2. Manual (operator) pause

Any administrator who opened the OMS Sync Control panel and clicked Pause sync will have paused the channel intentionally. The panel records who paused it and when.

How to identify a paused channel

  1. Go to Settings → Integrations (App Integration Accounts).
  2. Find the affected integration account in the list.
  3. Click the sync icon (OMS Sync) button on that row. This opens the OMS Sync Control panel.
  4. Look at the header of the panel:
    • A Paused badge confirms the channel is stopped.
    • The line below the controls shows who paused it (system or an administrator's name), when, and the reason (if recorded).
  5. If the pause was applied by the system, a prominent callout reads: "System auto-paused — live sync will not catch up until you recover."

How to resolve

If the channel was manually paused

  1. Open the OMS Sync Control panel for the affected integration account (Settings → Integrations → sync icon).
  2. Click Resume sync.
  3. Monitor the panel for a few minutes. The Synced through timestamp should begin advancing and the Paused badge should disappear.

If the channel was system auto-paused (backlog stuck)

Important: Clicking Resume without first recovering the sync cursor will almost certainly trigger another automatic pause on the very next pull cycle. Complete steps 1 and 2 before resuming.

  1. Fill the missed order window using the panel's Backfill a missed window tool:
    • Enter the start and end date/time of the gap (the tool shows an approximate order count for the window before you commit).
    • The panel backfill supports gaps up to a few hours. For longer gaps, use the Historical Import screen instead.
  2. Advance the sync cursor to now using the order volume timeline in the panel:
    • Drag the timeline marker to the current time (the rightmost position, labelled now).
    • The panel will show a live estimate of how many orders the next pull would fetch from the selected point.
    • Click Recover cursor (or the equivalent action button at the bottom of the panel) to save the new sync point. This skips any remaining backlog on the live pull lane — orders in the skipped window should have been covered by the backfill in step 1.
  3. Resume sync by clicking Resume sync in the controls section.
  4. Wait one full sync cycle (typically a few minutes) and confirm the Paused badge is gone and the Synced through time is advancing.

When to contact support

Contact Luminous support if:

  • The Paused badge returns immediately after you resume — this may indicate the backfill did not cover the full gap or the cursor was not advanced far enough.
  • You cannot locate the sync icon (OMS Sync) button on the integration account row — the panel may not be enabled for your account.
  • Orders placed during the paused window are still missing after backfilling and resuming.
  • The gap is too large for the panel backfill and you need guidance on running a Historical Import for the missing period.