Agent connection troubleshooting

Use this page when your own agent cannot connect to SourceMedium, or a connection that used to work has stopped. For Slack, see SourceMedium Agent troubleshooting. The connection URL is https://mcp.sourcemedium.com/mcp. The path /mcp is required.

Once you are connected, ask the assistant “are my connections working?”. That uses get_account_health, which reports each connection’s status, data freshness, and whether the fix belongs to you, your provider, or SourceMedium.

If connecting fails

Sign-in has to finish, including the approval step, before the assistant can call SourceMedium. When it stops earlier, the assistant reports an authorization failure of its own. SourceMedium has no request_id for that, because no login arrived. Match what you see below before you remove anything.

What you see	What it means	What to do
Claude says Authorization with the MCP server failed, often with a reference like `ofid_…`	Claude stopped before sign-in finished. The `ofid_` value is Claude’s reference, for Claude support. It is not a SourceMedium `request_id`.	In Customize → Connectors, remove SourceMedium. Add a custom connector, paste the URL, click Connect, and approve the sign-in.
ChatGPT, Codex, Grok Bot, Muse, Hermes, or Cursor errors on Connect or Login, and the SourceMedium sign-in page never opens	The assistant did not finish adding the server.	Delete that plugin or server entry, add the same URL again (or resend the message), and complete sign-in.
Claude Code still fails after you remove the server	`claude mcp remove` leaves the saved token.	Run `claude mcp logout`, add the server again, then run `/mcp` and sign in.
You were connected, and a later question returns 401 or invalid access token	The saved token expired or was refused.	Sign in again from the assistant. If it still refuses, remove the connection and add it again, and sign out of any saved SourceMedium login first.
403 `ACCESS_DENIED`	This account cannot use the organization that was selected, or the organization is inactive. Adding the connector again does not grant access.	Use the membership email and pick the right organization at sign-in. A prior visit to the SourceMedium website is not required. If access is still denied, send support the `request_id`.
SourceMedium is missing under Your own agent on the AI Agents page	Only a successful signed-in request creates that row.	Finish sign-in and ask one question.
The assistant answers for the wrong SourceMedium organization	The saved grant is for the other workspace.	Sign out of the SourceMedium connection inside the assistant, then sign in and pick the organization. Removing the server entry on its own often leaves that grant in place.

There is no disconnect button inside SourceMedium. Stop an assistant by signing out of the connection there. An Admin can also pause the organization, which blocks every assistant at once.

If it still fails

Remove the connector, plugin, or server completely and add it one more time with the same URL. Sign in and approve once. For Claude Code, run claude mcp logout before you add it again. Then open a support request. Include the assistant’s error text, any ofid_ reference Claude showed, and any request_id from a SourceMedium error.

Source and query errors

Code	Meaning
`SOURCE_UNAVAILABLE`	That source is not connected to SourceMedium. Connect the store or ad account in your workspace; warehouse tools still work.
`REAUTH_REQUIRED`	Reconnect Shopify or Meta in the workspace.
`SOURCE_REQUIRED`	More than one source matches. Pick a source from the options the tool returned.
`SOURCE_NOT_FOUND`	That source handle is not available to this organization. Call `get_data_context` again.
`INVALID_REQUEST`	The tool was called with arguments it could not accept. Usually the assistant’s mistake, not yours. Ask it to call `get_data_context` and retry.
`QUERY_NOT_READ_ONLY`	The SQL is a write. Use a single `SELECT`.
`QUERY_SCOPE_DENIED`	The SQL left the datasets `get_data_context` lists, or a store-scoped agency grant tried `run_bigquery_sql`. Use `query_metrics`, or stay inside those datasets.
`QUERY_TOO_EXPENSIVE`	Narrow the date range or aggregate. The billed-bytes cap is 10 GiB.
`QUERY_TIMEOUT`	The query ran longer than 60 seconds. Do not retry the same unbounded query.
`RESULT_TOO_LARGE` or `truncated: true`	Narrow the query. Warehouse results cap at 500 rows.
`RATE_LIMITED`	You have hit your own request allowance. Wait, then retry.
`PROVIDER_RATE_LIMITED`	Shopify or Meta throttled the request. Wait, then retry.
`PROVIDER_PERMISSION_DENIED`	Shopify or Meta refused the request itself. The connected account is missing a permission the query needs. Check what that account can see in the provider.
`PROVIDER_ERROR`	Shopify or Meta failed. Usually transient, so retry once.
`INTERNAL_ERROR`	Retry once. If it persists, send support the `request_id`.

Shopify and Meta

There is no approval step for Shopify or Meta. If the store or ad account is connected in your SourceMedium workspace, the assistant can read it. If a provider tool answers SOURCE_UNAVAILABLE, the source is not connected yet; if it answers REAUTH_REQUIRED, reconnect it. Warehouse questions work either way.

Connect your own agent

Connection URL, OAuth, and what the assistant can reach.

MCP tool reference

Which tool the assistant should have used, and what each error means it tried.

Connection statuses

Check Shopify or Meta in the workspace before retrying a live-provider tool.

Start here

SourceMedium Agent

SourceMedium Agent Skills

Your own agent

Reference

Agent connection troubleshooting

If connecting fails

If it still fails

Source and query errors

Shopify and Meta

Connect your own agent

MCP tool reference

Connection statuses

​If connecting fails

​If it still fails

​Source and query errors

​Shopify and Meta

​Related

Connect your own agent

MCP tool reference

Connection statuses

If connecting fails

If it still fails

Source and query errors

Shopify and Meta

Related