> For the complete documentation index, see [llms.txt](https://decentralabs-2.gitbook.io/decentralabs-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://decentralabs-2.gitbook.io/decentralabs-docs/marketplace/troubleshooting.md).

# Troubleshooting

Troubleshoot common Marketplace login, onboarding, booking, metadata and access problems.

Use the route below that matches the visible failure. Include the laboratory, institution, approximate time and any correlation ID when contacting support.

| Symptom                                   | First check                                                                                                                                                                  | Escalate to                                |
| ----------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------ |
| Institutional Login is unavailable        | Confirm that the institution provides the configured SSO access.                                                                                                             | Institution identity administrator         |
| Registration is denied                    | The SSO account needs the institutional-admin entitlement or an allowed temporary faculty/staff/employee affiliation.                                                        | Institution administrator                  |
| Pairing offer does not appear             | Check that the operator used the current challenge, the challenge has not expired and the backend can reach Marketplace. Generate a new challenge if needed.                 | Backend operator                           |
| Wallet or backend origin is wrong         | Cancel the pairing. Correct the backend configuration and generate a new challenge; never approve a mismatched read-only value.                                              | Institution administrator/backend operator |
| No credit account or insufficient credits | Ask the institution administrator to confirm the account, funding order and spending limit.                                                                                  | Institution administrator/backend operator |
| Reservation stays pending                 | Check the dashboard and provider availability. An external provider must confirm the request before it becomes confirmed.                                                    | Provider operator or institution support   |
| Reservation cannot be cancelled           | Refresh the reservation. Completed, expired, access-authorized and already-cancelled states are not consumer-cancellable.                                                    | Institution/provider support               |
| Access button is unavailable              | Check that the reservation is confirmed or active, the current time is inside the access window and the SSO session is still valid.                                          | Provider Gateway/operator                  |
| Access opens but the lab is unavailable   | The provider must check Gateway health, backend authorization, Guacamole/Station or FMU configuration.                                                                       | Provider operator                          |
| Metadata is rejected or not displayed     | Validate the document with the [Lab-Metadata schema](https://github.com/DecentraLabsCom/Lab-Metadata/blob/main/docs/metadata-schema.md) and verify exact HTTPS origin trust. | Provider/backend operator                  |
| FMU cannot be found                       | Confirm that the `.fmu` file is provisioned in Lab Gateway/Lab Station and that the filename matches the provider configuration.                                             | Provider Gateway/Station operator          |

Do not send passwords, SAML assertions, bearer tokens, private keys, backend credentials or full personal-data exports in a support request. The Marketplace contact route is the live [Contact page](https://marketplace-decentralabs.vercel.app/contact).

Last reviewed: 2026-09-02