Troubleshooting

Symptoms

• You can’t reach the server: connection refused, DNS failure, host not found.

• TLS/certificate errors

• Requests time out

Likely causes

• Wrong MCP Server URL

• Outbound network restrictions (firewall, proxy, allowlist rules)

• TLS inspection or proxy settings that break certificate validation

What to do

1. Confirm the Zilliant MCP Server URL. Make sure it matches exactly what Zilliant provided, including https://. Avoid extra spaces.

2. Confirm outbound HTTPS access. Verify that the machine/environment running the MCP client can reach the Zilliant MCP Server over HTTPS (TCP 443).

3. Check allowlisting if required. Allow outbound HTTPS (443) to the exact hostname in your tenant-scoped Zilliant MCP Server URL.

4. Retry once. If it still fails, collect diagnostics and contact Zilliant Support.

Symptoms

• 401 Unauthorized

• 403 Forbidden

• Errors indicating missing entitlement or access

Likely causes

• Incorrect or expired OAuth Client Secret

• Missing MCP entitlement for the tenant or user

• OAuth client configuration issues, for example, token endpoint or scopes

What to do

1. Run the OAuth sign-in flow again. Reconnect and complete the Salesforce identity provider flow.

2. Confirm entitlement. If you can authenticate but still get 403 or “not entitled,” confirm MCP access is enabled for your tenant and user.

3. Capture the exact error. Save the HTTP status code, error message, and timestamp.

These happen after you connect successfully, but a tool call fails while running.

Symptoms

• Tool invocation fails

• Request is rejected as malformed

• Tool execution times out

Likely causes

• Request is too broad

• Missing or ambiguous identifiers

• Temporary backend load or transient timeouts

What to do

1. Make the request more concise and specific. Use fewer identifiers, a narrower time range, and include the minimum information needed to identify the scenario.

2. Retry once. If it fails again, collect diagnostics and contact Zilliant Support.

Sometimes the connection is fine, but the client doesn’t invoke tools correctly or display structured output.

Symptoms

• The tool isn’t invoked, and you get only generic model text

• Tool output is ignored or not shown in a structured way

• Long prompts get truncated

What to do

• Verify that the Zilliant MCP Server app or connector is enabled in your MCP client.

• Include the identifiers the tool needs. Provide values like quote ID, customer/segment, SKU, and date.

• Split large requests into steps. Start with one product or a small set of items, then expand.

• Ask for structured output. For example: “Return drivers and evidence as bullet points.”

If you do not see the Apps & Connectors tab in ChatGPT, turn on developer mode:

1. Open ChatGPT.

2. Select your name or icon, then select Settings.

3. From the left panel, select Apps.

4. Select Advanced settings, then turn on Developer mode.

If ChatGPT cannot connect to the server URL:

1. Check that the server is running.

2. Send a GET request to:

   https://api-{yourTenant}-{yourEnvironment}.zilliant.com/health

3. Confirm that the request returns HTTP 200.

4. Make sure the server URL ends with /mcp/sse.

If you get a redirect_uri mismatch error, add this ChatGPT OAuth callback URL to the Salesforce Connected App:

https://api.openai.com/v1/oauth/callback

If the tools are listed but do not work, your session token might have expired.

To refresh the session:

1. Open ChatGPT.

2. Select your name or icon, then select Settings.

3. From the left panel, select Apps & Connectors.

4. Open your connector.

5. Disconnect the connector.

6. Reconnect the connector.

This starts a new OAuth flow.

If the connector appears but no tools are available, refresh the connector to reload the tool list from the server.

ChatGPT loads tool definitions when it connects. After a server update, the list can become outdated.