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Troubleshooting#

Find your symptom, check the likely cause, then follow the fix. For how ATLAS reports errors, see Errors.

Before you begin#

Note what you see: the HTTP status, the error.code or type in the response body, or the title of the page in the web app. The gateway doesn't say why it rejected a key, so work through the causes in order.

Calling the gateway#

You see (see Errors for meanings) What to do
401 authentication_required Check the header: Authorization: Bearer atl_sk_… for OpenAI clients, or x-api-key for Anthropic clients. Sending both with different values is refused. Open My API keys, check that the key exists and hasn't expired, or create a new one.
403 no_acting_context Open My API keys, choose Switch Context on the key and pick a Context. See create and manage API keys.
403 organization_suspended Ask your organisation's Admin.
403 project_archived Ask a project manager or Admin to reactivate the project, or move the key to another context.
403 provider_disabled or provider_access_denied Ask an Admin to check that the provider is enabled.
404 model_not_found Use the full reference provider-slug/model-slug, not a bare name. List what you can use with GET /gateway/openai/v1/models.
404 project_has_no_models Ask a project manager to add models. See configure a project's models.
404 with no error body, or an HTML page Use https://<atlas-host>/gateway/openai/v1 for OpenAI clients and https://<atlas-host>/gateway/anthropic for Anthropic clients. The /gateway segment is missing.
429 budget_exceeded Check My usage, then ask the owner of the budget to raise it. See set a space budget and fund a project.
402 billing_error (Anthropic-compatible clients) The same as 429 budget_exceeded. A used-up budget returns 402 on Anthropic addresses.
429 provider_rate_limited Wait for the seconds in the Retry-After header, then retry.
400 invalid_request or model_not_supported_for_endpoint Check the request body, and use an endpoint the model supports.
413 request_too_large Send less content.
500, 502, 503, 504, 529 Retry after a short wait. If it persists, ask an Admin to check that the provider is reachable and its credentials are valid. Then ask your ilionx contact, with the details under Getting help.

Changes to keys, memberships, budgets and model access reach the gateway within seconds. A request sent straight after a change can still see the old state.

Signing in and using the web app#

You see Likely cause What to do
Organization Not Recognized Your email domain is not registered to an organisation. Ask your organisation's Admin to request your email domain from your ilionx contact. See email domains.
Email Address Required Your identity provider did not share an email address. Ask your identity-provider administrator to release the email claim.
Organization Suspended Your organisation is suspended. Ask your organisation's Admin.
"Your organisation hasn't given you access to Atlas" Your account has no role assigned through the organisation's identity provider. Ask your identity-provider administrator to add you to a group mapped to an ATLAS role: Admin or Member for access, plus Account Manager or Auditor if you need those. The Owner role is never taken from a group.
"Your organisation's sign-in didn't share your groups with Atlas" The identity provider sent too many groups to fit in the token. Ask your identity-provider administrator to limit the groups claim to assigned security groups. See configure Microsoft Entra ID sign-in.
"Your account was deactivated" or "Access is managed by your organisation's directory" Your account was disabled, or is not provisioned in the organisation's directory. Ask your identity-provider administrator.
"Your organisation has reached its seat limit" The contract allows no more active people. Ask an Admin to free a seat, or ask your ilionx contact to raise the limit.
Access Refused A general refusal. Note the code shown and the time, then give both to your Admin.
An error with an ERR-nnnn code The server refused an action. Look the code up in the error catalogue for the cause and fix. See Errors.

Keys, projects and models#

Symptom Cause What to do
A key stopped working on a given date The key expired. Your organisation may cap how long keys last. Create a new key. Admins can review the cap in API key lifetime.
A key that worked now fails with no_acting_context You were removed from the space or project it acted under, or the project was deleted. The key remains but its context is cleared. Ask to be re-added, or choose another Context.
A project key stopped working after its project was deleted Deleting a project also deletes its keys. Create a key under another project.
A model is listed but "not found" when called The model was deactivated, or a space restriction blocks it. Ask an Admin to reactivate the model or lift the restriction. See restrict models for a space.
A new model does not appear It is not added to your project, not offered to your space, or the change hasn't reached the gateway yet (it takes a few seconds). Check the project's Models tab and the space's Models tab.
A funded project refuses all traffic It has no remaining funds. Add funds. See fund a project.

Getting help#

If none of this fixes it, ask your organisation's Admin or your ilionx contact. Give them the status, the error code, the atlas-request-id response header if there is one, and the time of the request.