Troubleshooting an AI assistant connection
By the end of this page, you will know how to identify why an assistant does not connect or why a request fails, and what to do. Messages are sorted by moment: during authorisation, when a tool is called, then in a tool’s response.
First: three checks
Section titled “First: three checks”- The address entered in the assistant is exactly
https://mcp.synkriaops.com/mcp, with/mcpat the end. - The Settings → AI assistants and MCP page does not say “Machine access is not open on this account”.
- The access appears in Connected applications or Agents and automations with the Active status.
During authorisation (SynkriaOps screen)
Section titled “During authorisation (SynkriaOps screen)”| Message shown | Cause | Solution |
|---|---|---|
| Connection failed: “No connection request in progress. Restart the connector from the requesting application.” | The page was opened directly, or reloaded after the request ended | Restart the connection from the assistant, not from SynkriaOps |
| Connection failed: “This connection request has expired or is no longer valid. Restart the connector.” | More than 10 minutes between opening the page and your choice | Restart the connection from the assistant and confirm without waiting |
| ”Only the company’s super administrator can connect an AI assistant. Ask them to do it, or to give you that ability.” | The Administrator has not authorised colleagues | Ask the Administrator to add you in Who can connect an assistant? (how it works) |
| “You do not have access to any active company or firm. Contact your administrator.” | No company where you can connect an assistant | Check your role and machine access with the Administrator |
| ”No file is accessible to you: the assistant would not be able to read anything.” | Firm access with no file open to you | Get assigned to files in the firm space |
| An expected permission does not appear in the list | Your subscription, role or tier does not include it (a note shows how many permissions are hidden) | Discuss the tier or subscription with the Administrator |
When a tool is called
Section titled “When a tool is called”| Message returned to the assistant | Cause | Solution |
|---|---|---|
Invalid, expired or revoked MCP token. | The access has expired (90 days for a browser connection), has been revoked, or machine access has been closed | Reconnect the assistant; for an agent key, create a new one |
MCP token audience is invalid for this resource. | Key created by hand with the AI agent use before 10 November 2026 | Create a new key, then revoke the old one |
| The assistant says it does not have the requested tool | The matching permission was not granted: the tool is not offered to the assistant | Reconnect the assistant with this permission ticked (or rotate the key with this permission) |
| Calls refused for one minute | More than 120 calls per minute on this access | Wait one minute; if it happens again, ask the assistant to group its requests |
In a tool’s response
Section titled “In a tool’s response”When a request reaches SynkriaOps but cannot be completed, the tool returns a code and a message. The most frequent:
| Code | Meaning | Solution |
|---|---|---|
VALIDATION_ERROR | A piece of data sent is incomplete or malformed; the message names the field | Give the assistant more precise details (date, amount, account) |
RESOURCE_NOT_FOUND | The item does not exist, or does not belong to the access’s company | Check the number or the target file |
STATE_CONFLICT | The item is no longer in a state that allows the action (entry already posted, invoice already paid…) | Look at the item in the application |
FISCAL_YEAR_NOT_FOUND | No fiscal year covers the date | Open the fiscal year in the application, or correct the date |
CONTACT_DUPLICATE_NAME, CONTACT_DUPLICATE_TAXPAYER_NUMBER, CONTACT_DUPLICATE_RCCM_NUMBER | A third party already has this name, NIU (taxpayer number) or RCCM (trade register number) | Use the existing third party |
HEAD_OFFICE_SCOPE_REQUIRED | Operation reserved for head office, while the access does not cover all branches | Reconnect the assistant with all branches, or carry out the operation in the application |
BUDGET_BLOCKED, BUDGET_LINE_ALLOCATION_REQUIRED, BUDGET_APPROVAL_CIRCUIT_MISSING | The budget policy blocks or suspends the operation | Discuss with the budget owner |
TENANT_SUSPENDED, TENANT_CANCELLED, TENANT_ARCHIVED | The company is suspended, cancelled or archived | Settle the subscription or contact support |
IDEMPOTENCY_KEY_REUSED | The assistant reused the identifier of a previous request with different content | Ask the assistant to redo the operation as a new request |
Still stuck?
Section titled “Still stuck?”Contact support with: the assistant used, the time of the error, the exact message and the name of the access as it appears in Settings → AI assistants and MCP. Never send an agent key: support does not need it. See Contact support.