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The AI cannot reach the product

Problem

The AI Settings panel of sapio365 or of your EZ Suite product shows your client as Configured, but the AI says it cannot reach the product, or your client shows the product's server (for example mcp-sapio365 or mcp-scanez) as failed or disconnected.

Check, in this order

  1. Is the product open, with its server running? The AI client connects to the running application. If the product is closed or its server stopped, the client reports the server as failed or disconnected. If the AI Settings panel shows the server Stopped, click Start server. If a message then says “This feature is only available with an AI (MCP) license.”, see Start server says the feature needs an AI (MCP) license.

  2. Is sapio365 locked? While it is locked, for example until you unlock a password-protected job, sapio365 answers no AI request. Unlock it, then ask again.

  3. Did you restart or reload the client after Apply config? See step 4 of Install and connect an AI client.

  4. Is the server listed and turned on in the client? Claude Code: claude mcp list or /mcp. Claude Desktop: Settings > Developer. Visual Studio Code: MCP: List Servers, and Copilot Chat in Agent mode. Cursor: Cursor Settings, MCP section. Codex: codex mcp list. Goose: its extensions list.

  5. Is it the right product? Each product has its own server: a client configured from sapio365 does not reach scanEZ. Click Apply config in each product you want to use.

  6. Claude Desktop from the Microsoft Store? In Settings > Developer, Edit Config opens %LOCALAPPDATA%\Claude-Data\claude_pzs8sxrjxfjjc\claude_desktop_config.json, the file the product writes for this version. Check that the product's entry and mcp-ytria-docs are in it.

  7. Did you restart the product while the client was open? The client is told to reconnect. If it still shows an error, reconnect the server in the client, or restart the client.

  8. Did the port change? Click Apply config again, then restart the client.

  9. The same product open more than once? The window you are looking at may be mcp-sapio365-2 or mcp-scanez-2: check with Copy address.

  10. Same Windows account? If the product runs under another account than your AI client (for example with Run as different user), it reads and writes the other account's files.

The AI reaches the product but refuses an action

  • It says reading, saving or loading a session is forbidden: a restriction is set in the product's AI Settings panel, or imposed by your sapio365 role. See Security, restrictions and your data.

  • It says the action is not available in lite mode: some EZ Suite actions, such as ACL changes, need the full product. See The EZ Suite MCP servers.

  • It says it cannot search the documentation: mcp-ytria-docs needs internet access to https://mcp-docs.ytria.com. Check with your IT team whether a firewall or proxy blocks it.

The server does not start

Clicking Start server shows <product> MCP could not be started: “No listener could be opened for this instance -- see the log for details”.

  • Cause: another program uses the port (33380 by default), or security software blocks the product.

  • What to do: close the program that uses the port, or allow the product in your security software, then click Start server. In sapio365, Process Log in the main menu shows the address the product tried and why it could not take it.

If Start server shows “This feature is only available with an AI (MCP) license.” instead, see Start server says the feature needs an AI (MCP) license.

Still stuck?

Contact Ytria support. In sapio365, include the content of Process Log, in the main menu. In an EZ Suite product, send the trace with HELP > SEND TRACE.