Troubleshooting

Known issues and how to solve them.

Error	Suggestion
LabError: (code 1), i.e., could not connect to the API, with an SSLError	See connecting from a corporate network.
UserError: (code 403) None without trace codes, i.e., =None	Our firewall thinks you have bad intentions and is accidentally blocking your request. Please report the error so we can help you.
Any other LabError or UserError with trace codes	See Error handling & support.
Everything else	Reach us at [email protected] or through any of the support channels provided during onboarding. We are happy to help :)

Reporting errors

The best way to report an error is to send us the complete error trace, including the traceback and trace codes.

You can report an error through [email protected] or any of the support channels provided during onboarding.

Connecting from a corporate network

Firewalls in corporate networks often push their own root certificates for additional security. If you're connecting with your work computer from within a corporate network, e.g., office WiFi, you might see the following error:

LabError: (code 1) Could not connect to the API at https://api.causalchamber.ai/v0
...
Caused by SSLError(SSLCertVerificationError(1, '[SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed: unable to get local issuer certificate...

If this is the case, here's how to solve it

1. Visit https://api.causalchamber.ai/health with your browser to confirm the necessary certificates are installed on your computer. If they are, you should see a scheduler_id.

2. If that worked, you need to tell Python to use the right certificates. Run pip install pip-system-certs in the Python environment from which you are calling our API.

That should fix it. If it doesn't or you're stuck, please report the error so we can help you :)