Something in Claude isn't working. What should I check?
Overview
Most problems with Claude at Syracuse have a quick fix. Find yours in the list below. If it isn't there, email aihelp@syr.edu.
Troubleshooting
- On Windows, Cowork or Code says "Virtual Machine Platform not available." Restart your computer. The Claude installer turns on a Windows feature that only works after a restart.
- You watched the training video, but Cowork or Code isn't there. Watching the video doesn't turn them on automatically. You still need to request each one at getclaude.syr.edu/Products (opens in a new tab) after the video. Access can take up to an hour after you request it. If you still don't see it after an hour, restart Claude or your computer.
- In a chat, code that Claude runs can't reach the internet. Download the data to your computer and upload it to Claude, or ask Claude to write a script (a small program) that you run yourself.
- A new model isn't showing yet. ITS reviews each new model before turning it on, and it usually shows up in the model selector (where you pick a model) within 48 hours of Anthropic's release. Check back then.
- Fable isn't in your model list. Fable needs a Premium seat, which faculty and staff can request with department funds. See Premium seats for how.
- Traveling, or going home for a break? Before you go, check that your destination is on Anthropic's supported countries list (opens in a new tab). Claude doesn't work in some countries, such as China. If you sign in from one, Anthropic can ban your Syracuse Claude account.
- Your account was banned. Appeal to Anthropic using the appeal link below. Be honest about what happened and explain what you use Claude for. Syracuse can't influence the decision.
- You're out of usage. Wait for your limit to reset. Checking your usage and limits shows how to find your reset time. Chat, Cowork and Code share the same usage limits.
Additional information
- Syracuse turned off internet access on purpose for code that Claude runs, so that code can't send University data from your chat anywhere else. Claude can still search the web in a normal chat.
- When you submit a ban appeal, Anthropic's Trust & Safety team reviews it and doesn't guarantee approval.
Official links
Still need help?
If this did not answer your question, submit a request and the ITS Data and AI team will follow up.
Contact ITS AI Support