Troubleshooting
No MCP URL on the AI Clients page
Section titled “No MCP URL on the AI Clients page”The External AI card says why:
- External AI is off for this PSA. An administrator switches it on. How
- Your access does not include External AI. Ask your PSA’s Admin. External AI is on, but your External AI level is No Access. An administrator raises it on the Members page. How
If you cannot open AI Clients at all, your NilearX level is No Access.
The client cannot connect
Section titled “The client cannot connect”
Check in order:
- Did you approve within ten minutes, in the same browser? A request expires after ten minutes and works only in the browser that opened it. Start again from the client.
- Is External AI on, and your level Read Only or above? Your MCP URL shows on the AI Clients page only then.
- Is it the right address? It must be your own PSA’s, copied from your AI Clients page, in the form
https://mcp.nilear.com/psa/<your PSA's id>/mcp. A colleague’s from another PSA does not work for you. - Are you signed in to Nilear as yourself? Approval is refused under a staff override of an account.
- Is the client one of those with a guide? The AI Clients page has guides for Claude Code, VS Code, Claude, Codex, Cursor and Gemini CLI. Follow its steps exactly: Cursor and Gemini CLI need the client id the guide gives. Codex’s tools work in Codex, not in ChatGPT’s own chats.
- Did Nilear show an error page instead of Connect an AI client? The client did not identify itself in a way Nilear accepts. Use a client from the list.
A tool is missing
Section titled “A tool is missing”The client lists only the tools you may use:
- Only Who am I is listed. The ticket and availability tools are listed only when MTX is on for you. Ask your administrator to check MTX on the Members page.
- Set availability is missing. It needs External AI Read/Write or above.
- The list did not change after your level did. Clients may remember the list; reconnect the server, or start a new chat or session.
Calling a tool that is not listed answers “Unknown tool”.
A ticket cannot be read
Section titled “A ticket cannot be read”The client passes on Nilear’s reason. The usual ones:
| Reason | Fix |
|---|---|
| “Start working a ticket in MTX first.” | Start working the ticket in MTX. |
| “You are not working ticket #N in MTX. Start working it in MTX, or put it in PSR, first.” | AI clients work only on your Working ticket, or one you hold in PSR. Why |
| “Your MTX uses the Classic Ticket Method. …” | Switch to the One Ticket Method in MTX’s settings. |
| “Add your personal ConnectWise API keys in MTX first; …” | Add your keys in MTX. |
| “Support Advisor is not switched on for this ticket’s board in NilearX. …” | An administrator ticks Support Advisor on the board. How |
| “Support Advisor is switched off for this company in NilearX, …” | An administrator switches Support Advisor on. |
| “This ticket’s company is excluded from AI in NilearX, …” | The customer is excluded; an administrator decides. |
Your Working ticket is one you worked today or yesterday. A ticket you wrapped up yesterday afternoon may still be in MTX, but not Working. Every message is in Messages.
A suggestion does not appear in MTX
Section titled “A suggestion does not appear in MTX”- Did the client say “Posted” or “Queued”? “Queued” means it will appear shortly.
- Are you on the right ticket’s Support Advisor tab? The suggestion is on the ticket the client named.
- Is the card collapsed? Older entries in the tab are collapsed; click the title Suggested by client for you.
The connection stopped working
Section titled “The connection stopped working”Check in order:
- Was it revoked? On the AI Clients page, a revoked connection reads Revoked, Revoked by an administrator, or Revoked: External AI switched off. Connect again; if External AI was switched off, wait until it is back on.
- Has it been unused for 30 days? The client must sign in again: in Claude Code,
/mcp; in Codex,codex mcp login nilearx; in Gemini CLI,/mcp auth nilearx; in Claude, VS Code and Cursor, connect the server again. - Did your access change? If you were made inactive in your PSA, or your External AI level was lowered to No Access, every call is refused until it is restored.
- Is the client making too many calls? Beyond 60 calls a minute, Nilear answers “Too many calls this minute. Retry in a few seconds.”
Availability answers are missing or old
Section titled “Availability answers are missing or old”- “Availability is not yet available for this company”: your availability has not reached Nilear yet; use MTX’s availability board.
- Some members missing: you see only those your availability settings allow, and members hidden from the board are left out.
- “may be out of date”: nothing has arrived from MTX for over two hours. Check MTX’s availability board.