Troubleshooting & FAQs
Related documentation
- Overview — Platform vs SDK comparison
- Requesting Access — Full request and evaluation period workflow
- Explore Sample Data — SQL Editor and sample catalog
- Block Data Delivery — Connect after intake
Common reasons access may be unavailable
| Situation | What to do |
|---|---|
| No Block menu | Confirm Block Data is in your agreement; ask your admin to assign Block access |
| No datasets listed | Dataset may still be in setup—contact your Carbon Arc account team |
| SDK authorization error | Confirm Enterprise + Block role on the API token's user |
| Request Access unavailable | A request may already be in progress for that dataset |
| Request in Denied | Read the reason; contact your Block Administrator or Carbon Arc |
| Stuck on "provisioning" | Contact your Carbon Arc account team with dataset name and request date |
| Expected Compliance role but don't see it | Your account may not be compliance managed—confirm with Carbon Arc |
FAQs
1. Platform or SDK?
See the Platform vs SDK table on the Overview page. Samples and approvals are platform-first; production consumption and ARN automation are SDK-friendly.
2. Is my account compliance managed?
If you do not see Compliance Admin or Super Admin roles, or a Compliance area in the user portal, your account uses the standard Block approval path—Block Administrator, then Carbon Arc. See Compliance Portal for how compliance-managed accounts manage dataset access.
3. What is a preapproved dataset?
Compliance-managed accounts only. Your Compliance Administrator marked a dataset so the Compliance approval step is skipped on future Block requests when full compliance review is enabled.
4. What's the difference between the sample catalog, evaluation period, and production?
The sample catalog (SQL Editor) uses lagged data for exploration before you request access. Your evaluation period delivers live data via Polaris or S3. In the platform, the SQL Editor caps results at 1,000 rows per query. For the full sample bucket, connect via Polaris or S3 in your own query engine—see Explore Sample Data and Block Data Delivery. After your evaluation period, production Block data continues on the same delivery path under your contract—not as a full download in the platform UI.
5. How do I open the data dictionary while exploring samples?
In the SQL Editor sidebar, each dataset row includes a data dictionary icon. Select it to view field definitions and panel documentation for that dataset.
6. How do I connect after intake?
Complete intake on your approved dataset card, then follow Block Data Delivery. For automation, see Block API.
7. When does my evaluation period start?
The earlier of your first data ingestion date or 30 days after Carbon Arc approval.
8. What happens when my evaluation period ends?
Access typically continues under your contract; your commercial contact may receive related notices.
9. Where can I learn more?
- Block Data Delivery
- Block API
- Compliance Portal (compliance-managed accounts)
Getting help
Inside your organization
- Block Administrator — Block request approvals, cancellations, team Block access
- Client Administrator — team and role assignments
- Compliance Administrator — compliance-managed accounts only — Block compliance review, preapprovals, Compliance Portal
Carbon Arc
- Your account manager or agreement support contact
- Connections & delivery: Block Data Delivery
- SDK: Block API
- Technical support: support@carbonarc.ai
When contacting support, include dataset name, dataset ID, and request date.