This article covers common problems when you set up or use Fulcrum MCP and the AI Toolkit. Each problem lists the likely cause and how to fix it.
Checking the basics
Most problems have one of these causes. Check each item before you look at the specific problems below.
Your organization is on the Elite or Enterprise plan.
Your API token is valid, copied in full, and entered in the correct format for your AI tool.
Your endpoint matches your organization's region.
Your AI tool plan and permissions allow plugins and custom connections.
Both the AI Toolkit and Fulcrum MCP are installed and turned on. In every AI tool, you add each component and then install, enable, or connect it.
Setup problems
These problems happen while you set up Fulcrum MCP or the AI Toolkit.
The option to add a plugin, connector, or app is missing
Cause: Your AI tool plan or permissions don't allow custom plugins or connections.
Solution: Contact your AI tool administrator or IT team to request access. If you use a personal ChatGPT plan, use Codex instead. See Setting up Fulcrum MCP and the AI Toolkit in Codex.
An error says the name is already in use
Cause: ChatGPT and Copilot Studio require unique names for apps, tools, and connections.
Solution: Delete the existing item, or enter a different name.
The AI Toolkit doesn't appear in ChatGPT
Cause: Each person must add the AI Toolkit for themselves, even after an administrator enables it for the workspace.
Solution: Select Plugins, search for Fulcrum AI Toolkit, select Add, then refresh the page.
Connection problems
These problems happen after setup, when the assistant tries to reach your organization.
The connection succeeds but requests fail
Cause: An invalid API token often doesn't show a clear error. The connection can look successful and then fail on the first request.
Solution: Check your API token against the table below.
Check | What to confirm |
Token format | Claude and Copilot Studio: Bearer YOUR_TOKEN. ChatGPT and Codex: the token only. |
Copy and paste | No extra spaces or line breaks before, inside, or after the token. |
Token status | The token still exists, and the member who created it is still in your organization. |
Region | The endpoint matches your organization's region. See Getting your API token and endpoint for Fulcrum MCP. |
Copilot Studio shows "Your Fulcrum connection needs authentication"
The full message reads: "Your Fulcrum connection needs authentication. Reconnect your Fulcrum account before trying again."
Cause: The Fulcrum connection in Copilot Studio uses the wrong authentication settings.
Solution: Reconnect Fulcrum and enter the following settings.
Setting | What to enter |
Authentication type | API key. Don't select OAuth 2.0. |
Type | Header. Don't select Query. |
Name |
|
Value | The full string |
The assistant can do some tasks but not others
Cause: An API token has the same permissions as the member who created it.
Solution: Create a new token from a member whose role allows the tasks you need. See Role Permission Definitions.
An error appears during a conversation
Cause: AI tools sometimes fail on a single step, especially right after a new connection is made.
Solution: Ask the assistant to try again, and include a hint, such as "That didn't work. Check the field types and try again."
Choosing an AI model
The model your assistant uses affects the quality of its results. More capable models generally perform better on complex tasks, such as building an app. We recommend a mid-tier model or better, such as Claude Sonnet or a similar model in your AI tool, rather than the smallest, fastest option.
More capable models can cost more. Your AI provider bills you for AI usage, not Fulcrum. Check your provider's pricing and usage limits before you choose a model.
Updating the AI Toolkit
How you update the AI Toolkit depends on how you installed it.
Installed from GitHub (marketplace): Updates install automatically, or through an update option in your AI tool.
Uploaded as a ZIP file: Visit the Fulcrum AI Toolkit on GitHub, download the latest ZIP file, and upload it again.
Using your company's own AI tool
If your company uses its own AI assistant, ask the team that manages it to add Fulcrum as a connector or plugin. Share the following with them:
Your region's Fulcrum MCP endpoint, which uses Bearer token authentication in the Authorization header.
Reporting a problem
We can't see your conversations in your AI tool, so a detailed report helps us fix problems faster.
In the conversation where the problem happened, ask your assistant: "Write a short summary of what I asked for, what you tried, where you got stuck, and any error messages."
Contact Support through the chat in Fulcrum, or email [email protected] or [email protected].
Include the summary, the name of your AI tool, and your organization's region.
Notes
For security questions, see the Fulcrum Trust Center. Fulcrum MCP is covered by the same security practices and terms of service as the rest of the Fulcrum platform.
Fulcrum MCP and the AI Toolkit are Labs features, so behavior may change as we improve them. We update these articles as changes are released.