---
title: "Troubleshooting"
slug: "troubleshooting-1"
description: "Use this topic if you can’t connect to Zilliant MCP Server, authentication fails, or your MCP client doesn’t return structured results."
updated: 2026-03-31T09:23:25Z
published: 2026-03-31T09:23:25Z
canonical: "docs.zilliant.com/troubleshooting-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zilliant.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

Use this topic if you can’t connect to Zilliant MCP Server, authentication fails, or your MCP client doesn’t return structured results. Start with the section that matches what you see. If you still need help, collect the diagnostics and contact [Zilliant Support](/main/docs/support-1).

---

### Common issues

#### Connection failures

#### 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](/main/docs/support-1).

#### Authentication and authorization issues

#### 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.

#### MCP runtime issues

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](/main/docs/support-1).

#### AI client-side issues

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.”

---

### ChatGPT connection issues

#### Apps & Connectors tab is not visible

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**.

#### Connection is refused when I enter the server URL

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`.

#### OAuth window does not open

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`

#### Connector tools appear, but tool calls fail

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.

#### Connector appears, but no tools are listed

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.