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Troubleshooting

  • Published on Jul 29, 2026
  • 1 minute(s) read
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MCP Connection Refused or 401 Unauthorized

  • Verify the token was obtained from the correct Polarity Server.

  • Check that the token has not been disabled by an admin.

    • Log in to the Polarity UI with the same credentials to confirm the account is active.

  • Confirm the Authorization: Bearer <token> header is present and correctly formatted.

Tool List Is Empty

This can occur if authentication succeeded but tool registration failed during server initialization.

  • Review the server logs for errors from Polarity.Conversations.Mcp.Server.

  • Confirm the user account is valid and the resolved user record was assigned to the MCP frame.

    • Look for the MCP Server initializing for user: log line.

do\_integration\_lookup Returns " Integration not available"

  • The passed integration ID is not on the user's allowed list.

    • This can mean the user is not subscribed to the integration, the integration is not running, or the integration ID has changed (for example, after an upgrade).

  • Call list\_available\_integrations first and use the IDs returned from that call.

    • Integration IDs include version numbers and runtime node identifiers and change when the integration is upgraded or restarted.

Lookup Returns No Results

  • Confirm the entity type in your query matches entity types supported by the integration.

    • Check the entity types and custom types fields in the list\_available\_integrations response.

  • The third-party data source may genuinely have no data for the queried entity.

    • This is not an error.

  • Confirm the integration worker is healthy.

    • An integration stuck in a degraded state may accept lookup requests but return empty results.

AI Chat Returns Provider Error

  • Verify the API key in Model Settings is valid and has not been revoked by the provider.

  • Check that the selected model is available in your provider account and region.

  • For Bedrock, confirm the AWS credentials have the correct IAM permissions to invoke the selected model in the configured region.

  • Use the “Test Chat” button in Model Settings to isolate provider connectivity from Polarity-side issues.

Reducer Logs Show No Reduction

If log entries show reduction\_percentage: 0 or the reducer messages do not appear at all, the integration may not have a details reducer registered.

  • Check the integration's configuration for a \_reducers key with a nested " details" DSL pipeline.

  • Confirm mcp\_reducers\_enabled: true is set in the polarity\_integrations application config for the running environment.