# Troubleshooting

## I'm seeing duplicate spans

This is expected when both eBPF and SDK instrumentation are active for the same service. Each source captures the same LLM call independently — you'll see one span from eBPF and one from the SDK. Both are correct; cost is not double-counted. When groundcover detects an SDK span for the same call, eBPF cost and token data is excluded from aggregations.

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## I don't see AI data

Work through the path you're using.

### AI coding-tool integrations (Claude Code, Claude Cowork, Codex)

AI Observability shows GenAI **traces** — spans with `gen_ai.*` attributes. The Claude Code, Claude Cowork, and Codex data-source integrations ship tool-usage telemetry (logs, plus metrics for Claude Code), not GenAI traces, so they don't appear here. See [AI Tools Observability](/integrations/data-sources/ai-tools-observability.md) for where to find the data.

### eBPF Path

* **Unsupported provider.** eBPF auto-detects OpenAI, Anthropic, and AWS Bedrock only. Calls to Vertex AI, Azure OpenAI, Cohere, or a self-hosted model appear as regular HTTP spans, not in AI Observability. Check [Supported Providers](/capabilities/ai-observability.md#supported-providers) for the current list. If your provider isn't listed, add [SDK instrumentation](/use-groundcover/ai-observability.md#sdk-instrumentation) instead, or [contact us](https://www.groundcover.com/contact) to request eBPF support for your provider.
* **API gateway or proxy in the path.** If your service calls a cloud-hosted gateway (OpenRouter, Azure OpenAI Service, LiteLLM Cloud) instead of OpenAI, Anthropic, or AWS Bedrock directly, eBPF doesn't recognize the hostname and the call appears as regular HTTP. Self-hosted proxies (LiteLLM, Portkey running in your cluster) are not affected — eBPF sees both hops. To get GenAI visibility through an unsupported gateway, add SDK instrumentation to your calling service. [Contact us](https://www.groundcover.com/contact) to request native support for your gateway.
* **Sensor version.** eBPF provider support ships in sensor releases. Check that you're running a current version — [Installation & Updating](/getting-started/installation-and-updating.md).

### SDK Path

* **Missing required attributes.** Your SDK must emit `gen_ai.operation.name` for spans to appear in AI Observability. Valid values: `chat`, `text_completion`, `embeddings`, `invoke_agent`, `execute_tool`, `create_agent`. See [required attributes](/use-groundcover/ai-observability.md#sdk-full-visibility) and use the [**Data Sources**](https://app.groundcover.com/data-sources) page for setup instructions specific to your SDK.
* **OTel exporter not configured.** Confirm your service's OTLP exporter points to groundcover's collector endpoint. The [**Data Sources**](https://app.groundcover.com/data-sources) page has your endpoint and setup steps.
* **SDK not listed.** Check the [**Data Sources**](https://app.groundcover.com/data-sources) page for supported SDKs. If yours isn't listed, [contact us](https://www.groundcover.com/contact) — we're actively expanding SDK support.

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## Spans Disappeared

Check whether a kill-switch rule is active in [Traces Pipeline Settings](https://app.groundcover.com/settings/traces-pipeline). A `set(drop, true)` rule on `protocol_type == "gen_ai"` drops all GenAI spans before storage. See [Disable GenAI Data Collection](/use-groundcover/ai-observability/privacy-controls.md#disable-genai-data-collection).

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## No Content in Spans

* **eBPF:** Content is captured automatically. If it's missing, check for a content-reduction or kill-switch rule in [Traces Pipeline Settings](https://app.groundcover.com/settings/traces-pipeline).
* **SDK:** Check whether `OTEL_INSTRUMENTATION_GENAI_CAPTURE_MESSAGE_CONTENT=false` is set in your environment. With this flag off, spans arrive with all performance metadata but no content. Remove it or set it to `true` to restore content capture. See [Metadata-Only Mode](/use-groundcover/ai-observability/privacy-controls.md#metadata-only-mode) for details.

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## Cost Shows Unpriced

The `gc.llm_cost.status` attribute shows `unpriced` when groundcover doesn't have pricing for the model in its pricing table. This typically happens with newly released models, fine-tuned models, or custom model names. Cost will populate automatically once the pricing table is updated. See [groundcover Enrichment](/use-groundcover/ai-observability/attributes.md#groundcover-enrichment) for details.


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