Troubleshooting and Support
Start with the symptom that most closely matches the problem.
Account and access
Section titled “Account and access”| What you see | What to check |
|---|---|
| Culsma PAWS is missing from the AI agent | Restart the AI client, open its MCP list, and confirm that culsma-paws is enabled. Repeat the secure setup if the connection is absent. |
| Authentication is required | Confirm that the personal MCP token is active and configured through the secure local setup. Create a replacement token if the original expired or was revoked. |
| A workspace is missing | Confirm the invited email, accept the invitation, and select the workspace in the Culsma PAWS web or app interface. |
| A Lab Project or Analytics Project is missing | Confirm the active workspace and ask the owner to check the relevant project membership or analytics role. |
| A read or write operation is denied | Check both the MCP token permissions and your role for the selected workspace or project. |
Samples and imports
Section titled “Samples and imports”| What you see | What to check |
|---|---|
| A known sample cannot be found | Check the barcode or ID, active workspace, project visibility, and whether the request used an exact or partial match. |
| Several samples match | Add a subject, project, sample type, date, tag, or storage detail. Never choose one result by guessing. |
| A storage location is missing | Confirm whether the sample is intentionally unassigned. Do not infer a position from a nearby sample. |
| A change preview expired | Request a new preview. Do not reuse an approval for an expired or changed proposal. |
| A CSV or Excel file cannot be imported | Check the header row, required values, dates, duplicated identifiers, and unresolved project, subject, or tag references. |
| An import finishes with fewer samples than expected | Compare the receipt with the original row numbers and review every skipped or failed row. |
Analytics Projects
Section titled “Analytics Projects”| What you see | What to check |
|---|---|
| An Analytics Project cannot be found | Confirm the active workspace, analytics token permission, and Reader, Writer, or Publisher grant for that project. |
| A table or column cannot be found | Ask the AI agent to list the visible schemas, tables, and columns before running the request again. |
| A dataset structure cannot be changed | Confirm lab.analytics.write and Publisher access. Writer access alone cannot change structures. |
| A CSV load is denied | Confirm lab.analytics.write, Writer access, the target table, compatible columns, and append or replace mode. |
| A query returns incomplete results | Check filters, row limits, truncation status, missing values, and the exact SQL. |
| You can access a Lab Project but not its related Analytics Project | Ask the Workspace Owner for an explicit Analytics Project role; a project link does not grant access. |
Report a problem
Section titled “Report a problem”Use the internal support channel provided by your pilot coordinator. Include:
- the task you attempted;
- the AI client you used;
- the workspace and project names;
- the visible error message;
- the time the problem occurred; and
- a change-set, import, mutation, load, or query audit ID when available.
Do not include passwords, MCP tokens, access credentials, or sensitive data that support staff do not need. If a token may have been exposed, revoke it immediately from Account before reporting the problem.