Troubleshooting and Common Issues
This section covers common issues and what to do about them.
Authentication Fails or the Session Expires
If the assistant reports an authentication error, or the OpenX tools stop responding during a conversation, your session has probably expired. Reconnect, then ask the assistant to try again:
- Claude Desktop and Cowork: in Settings, open Connectors and click Connect next to OpenX.
- Claude Code: run
/mcp, choose OpenX and then authenticate. - Codex CLI: run codex mcp login openx.
- ChatGPT Desktop: on the Plugins page, click the MCPs tab, and next to the OpenX server, click Authenticate.
A Tool or Skill Is Missing
The tools and skills you see depend on the products enabled for your account. If the assistant cannot find a tool or skill you expect:
- Ask the assistant which OpenX tools and skills are available to you. Some assistants load tools only when they need them, so you can also ask it to search for the tool by name.
- If the assistant reports “This feature is not enabled for your account” or an error that starts with “Not retryable”, your account is missing a permission or a product. Retrying will not help. Contact support to have your access checked.
A Workflow Stops Partway Through
Workflows such as creating a deal or launching a campaign create objects one at a time. If a workflow stops partway through, some objects may already exist, paused.
- Before you retry, ask the assistant what it has already created and for each object’s ID.
- Ask it to continue from the step that failed rather than start over. Starting over can create duplicates.
Common Errors
If the assistant reports any of the following errors, here is what it means and what to do.
| The assistant reports | What it means | What to do |
|---|---|---|
| • “Not retryable” • “This feature is not enabled for your account” | Your account does not include the product that the action requires. OpenXDirect covers orders, line items, and creatives. OpenXSelect covers deals and packages. | Contact support to have the product enabled. Retrying won’t help. |
| • “Not retryable” • “You do not have permission to…” | Your account does not have the permission to perform the action. | Contact support to have the permission added. Retrying won’t help. |
| • “No deal with id…“ • “No deal carries the display code…“ (or the same error for an order, line item, or package) | The deal ID or code does not match anything you see. When a deal code is similar to an existing one, the assistant lists its close matches. | Check the deal ID, or pick one of its close matches. |
| “The change went through, but this server couldn’t read OpenX’s reply” | The change was made without confirmation. | Do not repeat the request. Ask the assistant to look up the object and then proceed. |
| A create request times out | The object may or may not have been created. | Ask the assistant to search for the object by name before trying again. Retrying blindly can create a duplicate. |
| • “…must be explicitly set to APP” • “…cannot be set when format is CTV” • “…cannot be BANNER or NATIVE” | The targeting combination is not allowed. CTV runs in apps only. A CTV deal cannot use viewability or completion-rate thresholds, and Banner or Native cannot target TV devices. | Change the request. The assistant offers combinations that are allowed. |
| • “Deal participants required” • “…requires a single buyer” | The deal needs a DSP. Some DSPs such as DV360, need exactly one buyer seat. | Tell the assistant which DSP to use, and which buyer seat if prompted. |
| “…is not unique” | The name is already taken, often by an earlier attempt that stopped halfway. | Ask the assistant to check it. If it’s left over from your earlier attempt, the assistant can reuse it. Otherwise choose another name. |
| “Start date must not be in the past” | Dates are checked against the current time in UTC. | Move the start date later. |
| “Deal format… does not match line item format…” | The line item and its deal have different formats. A Banner line item needs a banner deal. A Video line item needs a video or CTV deal. | Pick a deal with the matching format, or change the line item’s format. |
| “…has more than… decimal places” | A price or budget has more decimal places than OpenX accepts. | Round it, for example to cents. |
Contacting Support
If an issue persists, email support@openx.com and include:
- The ID of the affected object, such as the deal ID (
OX-...), order ID or line item ID. - The exact error message, copied from the conversation.
- The date and time the failure happened, with your time zone.
- The request ID, if the assistant shows one.
- The AI client you used and what you asked the assistant to do.
Do not include passwords, access tokens or other credentials in your email.