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Work through the checks that match your symptom. If you're still stuck, email
itrequests@business.cornell.edu with the error message you see.
Quick health check (command line only)
Run this in your Terminal / PowerShell:
claude doctor
It reports configuration problems and where your settings are being read from.
Test the gateway connection directly
This confirms your key and the gateway address work, separately from the app.
Replace YOUR-KEY with your sk-… key:
curl -H "Authorization: Bearer YOUR-KEY" https://api.ai.it.cornell.edu/v1/models
- You see a list of models → your key and gateway are good. Any remaining problem is
in the app's settings.
- You see
401 / "unauthorized" → your key is wrong, mistyped, or has expired.
See Managing, Rotating, and Renewing Your Key.
- You see a connection/timeout error → network, VPN, or proxy issue (see below).
Common problems
| Symptom |
Likely cause |
Fix |
| Claude stalls, then reports the server is temporarily limiting requests |
Monthly spend cap reached — not a server problem, despite the wording. Try again won't help; the real cause is hidden behind View details. |
Raise the cap on your key at the portal, or wait for the monthly reset. Both screens are pictured in Managing, Rotating, and Renewing Your Key. |
401 unauthorized |
Key expired, wrong, or not pasted |
If it worked before and suddenly stopped, it has most likely expired — see Managing, Rotating, and Renewing Your Key. Otherwise re-check the key was pasted with no extra spaces. |
| The key portal won't load |
Not on a wired connection or the VPN |
The portal needs a wired Cornell connection or the Cornell VPN. |
| Claude can't reach the gateway |
Network, proxy, or firewall |
The gateway (api.ai.it.cornell.edu) works from anywhere and needs no VPN. If it's unreachable, check your general internet connection first. |
| Claude misbehaves right after installing (Windows) |
You haven't restarted |
The Windows install requires a restart. See Installing Claude Desktop on Windows (Pilot), Step 4. |
| "model not found" |
Model name typo, or a model you haven't opted into |
Pick from the model list rather than typing a name. Fable 5 needs opting into first — see What Claude Desktop Can Do. |
| App asks you to log in to a personal account |
Configuration not applied |
Restart the app. If it persists, repair the install from Software Center / Self Service — see Managing, Rotating, and Renewing Your Key. |
| "Code has been disabled by your organization's administrator" |
Expected, and not a failed install. The Code tab is off by default and enabled per person on request, so colleagues may well have it when you don't. |
Dismiss the message. If you'd use Code, email itrequests@business.cornell.edu and ask — Privacy — What We Turned Off and Why covers what it does first. |
| Errors mentioning "beta" headers or "thinking" |
Gateway rejecting experimental fields |
Command-line users: make sure CLAUDE_CODE_DISABLE_EXPERIMENTAL_BETAS is "1". If errors mention thinking, add "CLAUDE_CODE_DISABLE_THINKING": "1" to the env block. |
claude command not found (just installed) |
Window not refreshed |
Close and reopen Terminal / PowerShell, then try again. |
Where the settings file lives
- Mac:
~/.claude/settings.json
- PC:
%USERPROFILE%\.claude\settings.json
A valid file is wrapped in { } with no trailing commas. If you suspect a typo, re-copy
the block from Appendix: Claude Code (CLI) on Cornell's AI Gateway, Step 2, and re-paste only your key.