Troubleshooting of Claude

Troubleshooting of Claude

How to fix "stop_reason": "refusal" in Claude API

Error message

{
    "id": "msg_xxx",
    "type": "message",
    "role": "assistant",
    "model": "claude-opus-4-20250514",
    "content": [],
    "stop_reason": "refusal",
    "stop_sequence": null,
    "usage": {
        "input_tokens": 2164,
        "cache_creation_input_tokens": 0,
        "cache_read_input_tokens": 0,
        "output_tokens": 0
    }
}

Model Affected: Claude Opus 4

Suggestion

Prompt met "refusal" error

Please help find the company's unified business number:
Company name: {$companyName}

Revised prompt:

Please help find the following company's publicly available basic information: the company's unified business number:
Company name: {COMPANY_NAME}

Root cause: Common Triggers:

• Privacy-related requests - asking for personal data or private information
• Confidential information queries - requesting internal data or business secrets
• Security-sensitive content - potentially harmful or inappropriate requests
• Ambiguous identity information - queries that may involve identity identification

Suggested:

• Replace sensitive keywords in your prompts (e.g., "confidential" → "public", "internal data" → "public documents", "private information" → "publicly available information")
• Add safety declarations explicitly stating you only want publicly available information
• Use structured prompts that specify data source limitations and public nature requirements
• Implement the smart retry mechanism with prompt modification when refusal is detected
• Consider using the `RefusalPreventionHelper` class to assess and sanitize prompts before sending to API

Official Documentation:

• Handling stop reasons - Anthropic mentioned "Claude’s response includes a stop_reason field that indicates why the model stopped generating its response ..."
• Anthropic’s Transparency Hub \ Anthropic
• Activating AI Safety Level 3 Protections \ Anthropic
• I’m planning to launch a product using Claude. What steps should I take to ensure I’m not violating Anthropic’s Usage Policy? | Anthropic Help Center

Troubleshooting "Wiggle: Upload Failed" Error

Error Details

Wiggle: Upload failed: 400 - File: 1120390382845847 - 5,176 -T
觀看•192個心情|#...txt (61013 bytes, text/plain) - URL:
/api/organizations/xxxx/conversations/47ef2ad3-ac54-4441-a67e-xxx/wiggle/upload-file

Affected Model: Claude 4 Sonnet

Troubleshooting Steps:

1. Use alternative method - Copy and paste the text content directly into the chat
2. Rename file - Use a simple filename containing only English letters, numbers, and basic characters (avoid special symbols, spaces, or non-English characters)
3. "To solve this, I had to: turn off Code execution and file creation feature and turn on the Analysis tool." Thanks, slacreddit! [Last visited: 2025-10-30]

Additional Recommendations:

1. Ensure stable internet connection before uploading
2. Check if file size is within platform limits: 30MB

How to fix "Text extraction failed for one of the uploaded files. Please try again."

Error message

Text extraction failed for one of the uploaded files. Please try again.

Model Affected: Claude 3 Sonnet

Suggested Workaround:

• When uploading PDF files in the Claude system, consider paste the relevant text directly into our conversation for better processing. Use Convert PDF to Text tools to help with the conversion.
• For other file types encountering errors, it's likely due to file conversion issues. It's recommended to manually convert files beforehand into formats that are easier for machines to read, such as Unicode (UTF-8) encoded TXT or CSV files.

How to fix "Files of the following format are not supported: xlsx."

Model Affected: Claude 3 Sonnet, Claude 3 Opus, Claude 3 Haiku

Suggested Workaround:

• When uploading Excel files for analysis in the Claude system, consider converting and uploading an alternative CSV (Comma-Separated Values) or TSV (Tab-Separated Values) file instead.

How to fix "You may not upload files larger than 30mb."

Model Affected: Claude 3 Sonnet

Suggested Workaround:

Option 1: Web Interface

• When uploading PDF files in the Claude system, Split your PDF into smaller sections using PDF tools (such as PDFsam) under 30MB.

Option 2: Messages API

• Use PDFs with the Messages API for programmatic handling

How to Set Monthly Spending Limits for Claude API

1. Navigate to the Workspaces section in your Anthropic Console
2. Create a new workspace by selecting "Add Workspace"
3. Go back to your Workspaces overview, then click the menu icon (three dots) beside your workspace name and select "Manage API Keys"
4. Access the "Limits" tab and configure your monthly spending cap (Monthly limit)

Further reading

• Forum: ClaudeAI
• PDF support (beta) - Anthropic
• Anthropic Using the APIs - Errors