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Troubleshooting

Most connector problems are one of four things, and three of them are not faults. Work down this page in order — reinstalling the connector fixes none of the common causes, so try that last rather than first.

Claude reports no NobleCloak tools​

The most common first-run result, and usually not a broken install.

Claude is shown only the tools that your organization is entitled to and the signed-in person is permitted to use. If either set is empty, the correct behavior is to show nothing. Check in this order:

  1. Is the person actually signed in? Installing the connector signs nobody in. If they have never completed the NobleCloak sign-in, or their session has lapsed, they have no tools because they have no session. Ask them to make a NobleCloak request and complete the prompt.
  2. Is anything entitled to the organization? An organization whose plan has not been provisioned with any tools has an empty catalog, and every call would fail with not found even if one were attempted. This is the single most likely cause of a first-run empty list. Contact support@noblecloak.com — it is resolved on our side, not by anything you can change in Claude.
  3. Is this person permitted to use them? If colleagues see tools and one person does not, the install is fine and the difference is that person's permissions.

Only after all three come back clean is a reinstall worth trying.

Some people see fewer tools than others​

This is intended, not drift. Tool visibility is filtered per person, so two people in the same workspace legitimately see different sets. Treat an unexpected difference as a permissions question, not a connector question.

A request was refused​

Here the distinction that matters most: a refused call and a broken call look identical to the person asking Claude, and they have opposite remedies.

What happenedWhat it meansWhat to do
Refused by governanceEverything worked. Your organization's rules did not permit this call — the person lacks the entitlement or permission, or a policy denies it.A permissions or plan change. Retrying changes nothing.
Waiting on approvalThe call is held pending a confirmation, by design for higher-impact actions.Approve or decline it. It is not stuck.
Actually failedThe call was permitted and went wrong — an upstream service erred or timed out.Retrying is reasonable. If it persists, contact support.

You can tell these apart from the Execution Ledger, rather than guessing. Export it and read two columns together:

  • status = failed with a denial_source → refused by governance. The value names which rule refused it: missing_entitlement (not entitled), invocation_context (not permitted in this context), or bianoble_policy (a policy denied it).
  • status = failed with an empty denial_source → actually failed.
  • status = awaiting_approval → waiting on a confirmation.

A ledger full of failed rows is not automatically a problem. If they all carry a denial_source, your governance rules are working exactly as configured, and the fix — if any is wanted — is a policy or entitlement change rather than an engineering one.

Sign-in fails or loops​

  • Lapsed session. Sessions expire after inactivity, and the next request prompts a fresh sign-in. Normal. Complete the prompt.
  • Wrong account. Someone signed in to Claude as one identity and to NobleCloak as another. Sign out of NobleCloak in Claude's settings and sign in again as the intended account.
  • Access was revoked. Either the user removed the connector's access from their own Claude settings, or an administrator removed the connector for the organization. See Authentication.

The connector will not install​

  • You are not an administrator. If Connectors is missing from organization settings, you do not have the rights to add one.
  • Wrong URL. The connector URL is issued per deployment and cannot be constructed. If you are unsure the one you have is current, confirm it with us before retrying.
  • Wrong connector type. It must be added as Custom → Web. NobleCloak is not installed from the connector directory, and it is not a local connector.

Still stuck​

Contact support@noblecloak.com. It helps a great deal if you include the approximate time of a failing request and, where you can, the relevant Execution Ledger row — the status and denial_source columns usually identify the cause immediately.