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Getting Started
Troubleshoot Claude Code
Check install
Check auth
Test Claude Code
Advanced environments
Common errors
Import Notes
Backup and Sync

Troubleshoot Claude Code + Moss

If Claude Code works in Terminal, Moss usually works too.

Important: Moss does not have its own AI service. It starts Claude Code on your computer. That means most AI problems in Moss are really Claude Code install, sign-in, network, or computer setup problems.
1

Check that Claude Code is installed

Copy and paste this into Terminal, then press Enter:

Terminal
which claude
claude --version

If the second line shows a version number, Claude Code is installed. If not, follow Anthropic's official Claude Code setup guide. If you want a deeper check, copy and paste this into Terminal, then press Enter:

Terminal
claude doctor
2

Check authentication

Copy and paste this into Terminal, then press Enter:

Terminal
claude auth status

If it says loggedIn: false, copy and paste claude into Terminal, press Enter, and finish the browser sign-in. If the browser does not open automatically, press c in Claude Code to copy the sign-in link, then paste it into your browser. Claude Code needs a paid Claude-enabled account. The free Claude.ai plan does not include it.

3

Test Claude Code outside Moss

Before you retry in Moss, make sure Claude Code itself starts normally in Terminal. If it fails there, Moss cannot fix that part.

Once Claude Code is working, reopen Moss and try again with Cmd+K to open the Actions input. If you just installed or signed in again, close and reopen Moss once.

4

Check advanced or managed environments

Some teams use a VPN, proxy, work gateway, or a managed AI setup instead of the normal Claude sign-in flow. In those cases, the setup can be a little different.

If your company uses a proxy, Claude Code supports the standard HTTPS_PROXY, HTTP_PROXY, and NO_PROXY settings. Some work networks also need a custom certificate, which is usually set with NODE_EXTRA_CA_CERTS. Claude Code does not support SOCKS proxies.

If your company uses an LLM gateway, Bedrock, Vertex, or advanced proxy authentication such as NTLM or Kerberos, follow your company's Claude Code setup steps first. If you are not sure which setup you have, ask your IT team or admin.

Some workplaces also route Claude Code through an internal proxy or a different provider behind the scenes. In those setups, a few Claude Code features or behaviors may differ from the default Anthropic setup, and your company may ask you to set extra flags or settings.

The rule is still the same: get claude working first in Terminal, then test Moss. If your workplace has its own setup steps, follow those before troubleshooting Moss itself. For more detail, see Anthropic's enterprise network configuration guide and LLM gateway guide.

Common errors

“command not found: claude”

Terminal cannot find Claude Code. Reinstall it, close and reopen Terminal, then check that which claude returns a path before you reopen Moss.

“Something went wrong with the Claude runtime”

This is Moss's catch-all message for a Claude Code failure. Check these in order:

  1. Copy and paste claude auth status into Terminal, then press Enter.
  2. Copy and paste claude doctor into Terminal, then press Enter.
  3. If you use a VPN, proxy, or work network, confirm whether your company requires special Claude Code proxy, gateway, or certificate settings. If Claude Code still fails after that, the issue is likely your managed network setup, not Moss.
  4. Close and reopen Moss after Claude Code is working again.

Claude Code keeps saying you're not logged in

Copy and paste claude into Terminal, then press Enter. Then confirm that claude auth status shows that you are logged in. If Claude Code keeps forgetting your login, run claude doctor and check that your system clock is correct. On macOS, a locked or out-of-sync Keychain can also cause this.

OAuth error or the sign-in page says the code is invalid

The sign-in code usually expired or was not copied correctly. Start the login again, then finish it quickly after the browser opens. If the browser does not open automatically, press c in Claude Code to copy the full sign-in link and paste it into your browser.

403 Forbidden after login

This usually means the account that signed in does not currently have Claude Code access, or a proxy is interfering with the request. Check that your paid Claude subscription is active. If you use a managed work setup, ask your admin to confirm that your account has Claude Code access.

Selected model not found or not accessible

This usually happens in a managed or customized setup, where Claude Code is being pointed at a specific model name. Run claude doctor first. If the problem continues, your Claude Code settings may have a stale model override, or your work environment may be forcing a model you cannot use.

“This organization has been disabled” even though your subscription is active

An old ANTHROPIC_API_KEY environment variable may be overriding your normal Claude login. This is more common on developer machines that were previously set up for API work. Run claude doctor and check whether Claude Code is using OAuth or an API key. If it still shows OAuth and the error continues, send the exact error to your admin or support with your claude doctor output.

Network, proxy, or VPN failures

If you are on a managed network, confirm whether your team requires a proxy, gateway, or company certificate for Claude Code. If your team uses a proxy or custom provider bridge, troubleshoot that Claude Code setup before troubleshooting Moss. If you are not sure what your company requires, send the exact Claude Code error to your IT team or admin.

Agent terminated by the system (out of memory)

Your Mac ran out of memory. Close memory-heavy apps, retry, and keep fewer large apps or browser tabs open while using Moss.

Rate limit, too many requests, or 429 errors

Claude Code or the underlying API has hit a usage limit. These limits do not always reset in a few minutes. Some reset over hours, and API spend limits can last until the next billing reset.

If you use a Claude subscription plan, open Claude Code in Terminal, then type /usage to see your plan usage limits and current rate-limit status.

If you use API billing, go to Settings > Limits in Claude Console to check your organization's rate limits and monthly spend limit. Anthropic's rate limits guide explains what those limits mean.

On team or managed setups, limits may be shared across your organization or enforced by your company gateway, Bedrock, or Vertex setup. If the error keeps happening, send the exact 429 or rate-limit message to your admin and ask which limit you are hitting.

Still stuck?

Send feedback with all of this:

  • the exact error text you saw
  • whether the same problem also happens when you run Claude Code in Terminal
  • what you were trying to do in Moss when it failed
  • whether you are on a personal setup or a managed work setup
  • whether you use a VPN, proxy, gateway, Bedrock, or Vertex setup
  • your Moss version and macOS version

Also include the output of these commands:

Terminal
claude --version
claude auth status
claude doctor

If the problem is a rate limit and you use a Claude subscription plan, also open Claude Code in Terminal and run /usage, then include that output too.

If claude doctor shows warnings, include those too. That is usually enough to tell whether the problem is Moss, Claude Code, or the environment around it.