Troubleshooting
Run aground? These are the snags we know about, with the way off each one. If yours isn't here, the bug button in the top bar reaches us directly.
Exporting and uploading
There's no Tools menu in FileMaker Pro. Turn on Use advanced tools in FileMaker's Preferences, then restart FileMaker Pro. The Tools menu (with Save a Copy as XML) appears after the restart.
Save a Copy as XML is grayed out or missing for my hosted file. The command needs the file open locally with Full Access. Download a copy from the Server Admin Console (or use a backup), open it locally, then export.
My upload was rejected as an unsupported format. The export came from FileMaker 2023 or earlier. FM Fathom reads the format produced by FileMaker Pro 2024, 2025, and 2026. Open the file in a newer FileMaker Pro, export again, re-upload.
The upload drop target won't take my file. The XML target takes .xml only; the logs target takes .zip or .log. If you zipped your XML export, unzip it first.
Uploads are rejected with a permissions message. Your account is missing the Upload XML or Upload logs capability for that client. Ask your admin or whoever invited you; see Accounts.
Automated uploads
The request comes back 401. No access key was sent, or the key has been revoked. Open the file's Automate panel in the workspace for the current key. If it can't be shown again, generate a fresh one; that replaces the old key everywhere it's used, including AI clients.
The request comes back 403. Either the key belongs to a different client than the one in the request, or the account behind the key doesn't have the Upload XML capability.
The request comes back 404, unknown file. The endpoint refreshes existing files; it doesn't create them. Create the file in the workspace first, then use the client and file slugs from the workspace URL.
The request comes back 400 about the link. Links must be public HTTPS addresses. FM Fathom won't fetch from private or internal networks; send the file directly instead. See Automate uploads.
Logs
The log upload paused and is asking about database names. Expected on a multi-database server: the bundle carries every hosted database, and FM Fathom needs to know which names belong to this file. Pick them, and adjust later anytime under File Options. See Upload server logs.
The summary says some files were skipped. Normal. Unrecognized log types are skipped and counted, never treated as errors. You lose nothing by zipping the whole Logs folder.
Performance, Schedules, Incidents, and Server Logs are missing from my sidebar. They appear after the first successful log ingest for the file. No logs, no production claims; that's deliberate.
Portal
Compare isn't in my sidebar. Comparison is off until someone enables it on the client and picks the newer and older files. See Version comparison.
The Assistant isn't in my sidebar. The AI group appears once you've added an API key on the Connect to AI page. See The built-in assistant.
Call chains on the demo client are empty. Correct, if unsatisfying: the demo's three scripts don't call each other. Upload your own solution to see the real thing.
Signing in
"That account isn't invited to this portal." Sign-in must use the exact email address your invite was sent to. An alias or a different account in the same inbox won't match; ask your admin to check which address was invited.
AI connections
Claude says the connection failed after an FM Fathom update. When we change what the tools can do, connected clients need a fresh handshake. Disconnect and reconnect the connector (or in Claude Code, run /mcp and reconnect). Takes seconds.
My static key stopped working. Keys are checked on every request, so a revoked key dies immediately. Generate a new one on Connect to AI, or check with whoever manages the client that it wasn't revoked on purpose.
The AI answers about the wrong solution. Each connector is scoped to one client, so the usual cause is having several connectors and picking the wrong one in the AI client. Name connectors clearly (we name them fm-fathom-your-client for a reason) and check which is active in the conversation.
Still stuck?
File it with the bug button (top bar, any page). Reports arrive with the page and build context attached, and you'll get a receipt and a resolution note by email.