AI assistant troubleshooting

Fix sign-in, access, and query errors when an MCP assistant cannot reach SourceMedium.

Use this page when a connected AI assistant cannot reach SourceMedium. For Slack, see AI Analyst troubleshooting.

Quote the request_id from the assistant’s error when you open a support request.

Sign-in and access

What you see	What to do
401, invalid access token, or the client asks you to sign in again	Sign in again with your SourceMedium account. Tokens expire and cannot be reused across environments.
403 ACCESS_DENIED	The selected organization is paused, you are not an accepted member, you have never signed into SourceMedium, or you picked the wrong organization. Sign in to the workspace in the browser first, then reconnect.
The assistant is missing from Your connected assistants	Only a successful authorized request creates the row. Finish sign-in and ask a first question.
Re-adding the same URL keeps the old organization	Sign out of the SourceMedium connection inside the assistant, then sign in again. Removing the server often leaves the old grant in place.

There is no in-app disconnect. Stop a client by signing out of it, or ask an Admin to pause the organization.

Source and query errors

Code	Meaning
SOURCE_UNAVAILABLE	Shopify or Meta is not enabled for this organization, or that source is not connected. 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 allowed datasets, or a store-scoped agency grant tried run_bigquery_sql. Use query_metrics, or stay inside sm_transformed_v2 / sm_metadata.
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.
PROVIDER_RATE_LIMITED	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

Warehouse access does not require an extra review. Shopify and Meta do.

If Settings says those sources need a review, warehouse questions still work. After SourceMedium enables a provider, reconnect the store or ad account if the tool returns REAUTH_REQUIRED.

Related

Connect an AI assistant

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

What the MCP tools do

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.