> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sourcemedium.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent connection troubleshooting
> Fix sign-in, access, and query errors when an MCP assistant cannot reach SourceMedium.
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](/docs/ai-analyst/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 sourcemedium`, add the server again, then run `/mcp` and sign in. |
| You signed in with Google, and the assistant still cannot reach SourceMedium | Google signs you in as that Google account's own address. If your invitation went to a different address, such as a work address that forwards to your Gmail, that Google account has no SourceMedium access. | Remove the connector and add it again. On the sign-in page, type the exact address your invitation went to instead of choosing Google, and use the emailed code. |
| You get an email titled **No SourceMedium account for this address** | You tried to sign in with an address that has no SourceMedium account. | Sign in with the exact address your invitation went to. If that address forwards to this inbox, type it on the sign-in page: the code still arrives here. Reply to that email if you need access. |
| 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. In Claude Code, run `claude mcp logout sourcemedium` before you add it. |
| 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. If the organization picker does not appear, open a private window and connect again. 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. Signing out inside the assistant keeps that choice. | Open a private window, connect again, and pick the organization. In Claude Code, run `claude mcp logout sourcemedium` first so the old token is gone. Removing the server entry on its own often leaves that token 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 sourcemedium` before you add it again.
Then [open a support request](/docs/product-tours/get-support). 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](/docs/product-tours/reconnect-data-source). |
| `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, or its SQL failed when it ran (a bad cast, a division by zero). Usually the assistant's mistake, not yours. Ask it to fix the query, or to call `get_data_context` and retry. Resending the same SQL fails the same way. |
| `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, a store-scoped agency grant tried `run_bigquery_sql`, or the table is an external file that is not a Google Sheet. 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, or BigQuery could not open a Google Sheet. For a sheet, the error links the sheet and gives the address SourceMedium opens sheets as. Ask the sheet's owner to share it with that address as a Viewer, then retry. See [Google Sheets tables](/docs/ai-analyst/connect-an-ai-assistant#google-sheets-tables). For Shopify or Meta, 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](/docs/product-tours/reconnect-data-source). Warehouse questions work either way.
## Related
Connection URL, OAuth, and what the assistant can reach.
Which tool the assistant should have used, and what each error means it tried.
Check Shopify or Meta in the workspace before retrying a live-provider tool.
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