Troubleshooting Your MCP Connection
Updated
by Josh Gray
This article covers issues that show up the same way regardless of which AI assistant you've connected. For problems during the setup process itself (org policies, agent-store visibility, console errors), see the troubleshooting section in your platform's own setup guide:
Setup Guides List
Common Issues
Symptom | Most likely cause and fix |
Connector/agent is added and switched on, but your assistant says the tool is "unavailable" or you're "not authenticated" | Turning a connector on is not the same as authorizing it. Each user has to individually sign in with their own Insightech account — this is a one-time step per person, and the most common thing a new user misses |
"No results," or a profile you expect to see is missing | Your Insightech account may not have access to that profile, or the connector you set up is for a different data region than the profile you're asking about |
The connector or agent stops responding after a period of inactivity | Re-authenticate — open the connector's settings in your assistant and look for a Reconnect or Re-authenticate option |
Can't sign in to Insightech at all | Your Insightech account needs a verified email address. Confirm you can sign in to the Insightech web UI directly first — if that fails, the issue is with your Insightech account, not the connector |
A request involving a profile in a different region than expected gets blocked or asks for confirmation | This is expected behavior, not a bug — each connector is locked to one data region, and a request that would cross regions requires your explicit one-time confirmation |
You get an answer, but it's using the wrong date range or the wrong site | Be explicit — name the specific site/brand and date range in your request rather than relying on context from earlier in the conversation |
Still Stuck?
Contact your Insightech representative or support@insightech.com with:
- Which AI assistant you're using
- The data region you're connected to
- The exact error text (if any) and roughly when it happened
