Claude connection statuses and fixes

For the MSP admin or technician checking why a client's Claude activity looks wrong. Each status below shows the badge and text on the client's AI Usage page, Claude tab, in the Claude activity card. Fixes that change the configuration need the Tenant Admin role.

Statuses at a glance

Not connected

The card reads "See who at [client] uses Claude, what it touches, and what it would cost at API prices. Requires Claude Team or Enterprise." A Tenant Admin sees Connect Claude. Everyone else sees "Ask an MSP admin to connect Claude for this client."

Fix: Connect a client's Claude organization.

Waiting for first activity

Under the badge: "Monitoring configuration created [date] by [name]". The note reads: "Activity usually appears within a few minutes of the client's Claude admin saving the settings. If nothing appears after an hour, the OTLP headers were most likely pasted wrong. Regenerate the configuration and send the new one."

Causes: the client's Claude admin hasn't saved the settings yet, no one has started a new Cowork session since, or a value was pasted wrong.

1. Ask the client's Claude admin whether they chose Save changes and started a new Cowork session.

2. If they did and an hour has passed, select Connection details > Regenerate configuration, and send the new values. See Regenerate or revoke a Claude configuration.

A Tenant Admin can select View setup steps to reopen the steps without the key.

Live

Under the badge: "Last activity received [time ago]". Nothing to fix.

Stopped reporting

The note reads: "No Claude activity received since [date]. Check that the Monitoring settings in the client's Claude admin still have Lemhi's OTLP endpoint and headers."

Lemhi had activity from this client, then nothing for more than 3 days. Common causes:

• Someone entered another tool's endpoint in Claude's Monitoring settings. Claude sends to one destination per organization, so Lemhi's was replaced.

• The Monitoring settings were cleared.

• No one at the client used Claude desktop or Cowork for 3 days. The status can't tell quiet from broken.

Fix:

1. Ask the client's Claude admin to open Admin settings › Data and privacy › Monitoring and check that OTLP endpoint and OTLP headers still hold Lemhi's values.

2. If the endpoint was replaced, they paste Lemhi's endpoint back from the setup steps. If the headers value is missing or changed, regenerate the configuration and send the new value, because Lemhi can't show the old one again.

3. If the settings are right, the client may not have used Claude. The status returns to Live with the next activity.

Rejected activity

The note reads: "Claude is sending activity with an old monitoring configuration. The client's Claude admin needs to enter the current one."

Someone regenerated the configuration and the client's Claude admin never entered the new OTLP headers value, so Claude keeps sending the old key and Lemhi turns it away. Activity collected before the switch still shows.

1. If you still have the new value, send it to the client's Claude admin.

2. If not, select Regenerate configuration on the note and send the new value. The note's button only shows for a Tenant Admin.

3. The client's Claude admin pastes it into OTLP headers, chooses Save changes, and starts a new Cowork session.

Revoked

Under the badge: "Revoked [date]". Lemhi no longer accepts this client's Claude activity. The activity views don't show; Connection details still shows the history.

Fix, if the revoke wasn't intended: select Connect Claude to generate a new configuration, then have the client's Claude admin enter the new values. See Regenerate or revoke a Claude configuration.

Claude not reporting badge and banner

When a client is Stopped reporting or Rejected activity:

• The client list shows a Claude not reporting badge on the client's row. Select it to open the client's Claude tab.

• The client's AI Usage page shows a banner on both the Copilot and Claude tabs: "Claude activity stopped for this client on [date]." The date is the last activity Lemhi accepted, or when the configuration was created if none came in after a regenerate. Select View to jump to the status header.

Both clear once Lemhi accepts the client's activity again.

Error messages

Related

• Regenerate or revoke a Claude configuration

• Connect a client's Claude organization

• Set up Claude monitoring for Lemhi

Still stuck? Send your Lemhi contact the client name, the status badge and its note text, the "Last activity received" line from Connection details, and the date the client's Claude admin last saved the Monitoring settings.