Troubleshooting Guide

This guide covers the most common issues instructors face when getting started, creating a course, and managing a course in AI-VERDE.

Getting Started Issues

• Can’t find the API key after creating it

• OpenAI only shows the key once. If you lost it, return to the API Keys page and generate a new one.

• Stache entry not accessible to the AI-VERDE team

• Double-check you shared the entry with all required addresses:
  • edwins@arizona.edu
  • iychoi@arizona.edu
  • zhxu73@arizona.edu

Creating a Course Issues

• Form submitted but no confirmation
• Wait up to 48 hours for processing.

• Check your spam/junk folder for CyVerse messages.

• CSV upload rejected

• Ensure file format is .CSV (not .XLSX).

• Confirm there are no blank rows or invalid characters.

• Some students missing from initial roster

• Double-check the CSV formatting.

• Resubmit the corrected file to the support team.

• Course details are incorrect (name, description, or term)

• Contact ai-verde-support@cyverse.org with the corrections.

Managing a Course Issues

• Course doesn’t show up?
• Confirm with support that your course was created and check start date.
• A student can’t log in?

• Verify they are listed under Members. If not, add them.

• Budget seems off or not updating

• Budgets are managed by CyVerse.

• Instructors can view usage but not set budgets — email support for adjustments.

• Students can’t access prompts

• Ensure the prompt has been published/shared in the Prompts tab.

• Double-check course activity status is set to Active.

• Error generating API keys or exporting

• Retry after refreshing your dashboard session.

Support Contact

If these steps don’t solve your issue, reach out to the CyVerse team:
ai-verde-support@cyverse.org