Troubleshooting

Connecting a source

Where: Sources in the sidebar → the new source’s connection form. Test Connection is at the bottom of the panel to the right of the form, next to Back; the message appears at the bottom of the form.

When Test Connection fails, the app shows a title and a hint. Any detail from your system appears below them.

Message	What to do
Invalid credentials	Check the user, password or keys.
Missing credentials	Fill in all the access fields.
Insufficient source permissions	The credentials connect but cannot read the data: grant the user read access to the tables.
No permissions	Your Teramot role does not allow this action — see Permissions.
Connection failed	Check the host, port and credentials. If the database is behind a firewall, use IP Whitelisting, SSH Tunnel or a Private Connection — see How Teramot reaches a database.
Request timed out	Try again in a few minutes. If it keeps timing out, check the connection method.
Network error	Check your connection and try again.
Service unavailable	The source is not responding right now. Try again later.
Invalid endpoint / Invalid port	Check the host or URL, and the port.
Secure connection error	Check the certificate or SSL configuration of the source.
Too many connections	The source refused new connections. Retry shortly.
Quota exceeded	The source hit a usage limit. Check its quota.
Database not found / Schema not found / Table not found	Check the name; for Oracle DB, enter the table owner in upper case.
Path not found / Invalid path	Check that the path exists and is written correctly.
No tables found	The connection works, but the user sees no tables: check the database or schema, and the user’s grants.
Company not accepted (Tango)	Check the company id: the number after `company/` in the Tango web address.
No processes to read (Tango)	Tango returned no data: check the company id and the permissions of the Tango user that generated the token.
Schema discovery failed	Teramot could not read the list of tables. Try again.
The server’s certificate is not trusted	Upload the server’s CA certificate, if the connector offers it.
The host does not match the certificate	Enter the host name that appears on the server’s certificate.
The server rejected the client certificate	Check that it is signed by a CA your server trusts and that it has not expired.
The client certificate cannot be used	The certificate and the key do not match, the passphrase is wrong, or the certificate has expired.
Source name already exists	Choose a different Source Name: each one is unique in the project.
Invalid slug / Slug already in use	Use only lowercase letters, numbers and hyphens, and an identifier no other source uses.
Path is missing	Enter the location of your data.
Invalid data	Check the structure of the data.
No data found	The connection works but the source returned nothing: check that it has data.
Unexpected error	Try again later; if it persists, contact support.

MongoDB certificates

These appear when saving a MongoDB connection that uses TLS or an X.509 certificate, before Teramot tries to connect. See MongoDB for the fields.

Message	What to do
Unsupported authentication method	Choose Username and password or X.509 certificate.
Certificates need host and port	A connection URI carries its own TLS options: switch to Host & credentials to use certificates.
TLS is off	Certificates only apply over TLS: turn on Connect using TLS.
X.509 needs a certificate	Upload the client certificate and its private key, or switch to a username and password.
X.509 takes no password	With X.509 the certificate is the user: clear the password.
The certificate and key go together	Upload both the client certificate and its private key, or neither.
The passphrase has nothing to unlock	Upload the private key the passphrase belongs to, or clear the passphrase.
The file is too large	Each certificate, key or passphrase must be under 64 KiB: check that you uploaded the right file.
That is not a CA certificate	The Server CA field needs a certificate in PEM format, starting with `-----BEGIN CERTIFICATE-----`.
That is not a certificate	The Client certificate field needs a certificate in PEM format; check you did not paste the private key there.
That is not a private key	The Private key field needs a key in PEM format; check you did not paste the certificate there.
The key does not match the certificate	They are from different pairs: upload the private key issued with this certificate.
The private key is encrypted	Enter the Key passphrase that decrypts it.
Wrong passphrase	The passphrase does not decrypt the private key: check it and enter it again.
The client certificate has expired	Ask for a renewed certificate and upload it.
The client certificate is not valid yet	It becomes valid at a later date: check the certificate you uploaded.
The connection could not be read	A connection field has the wrong type: reopen the form and save the connection again.

Loading data

Where: a source that needs a look says so on its card in Sources; click it for the details. Refresh History is below the schedule form in Operations → Cron Refresh; View errors is the red alert icon at the end of a failed run’s row.

A source’s card says what failed, for example The last sync didn’t finish — click it. The details show what the source answered and the button that fixes it, such as Edit connection or Retry. When they say to contact support instead, the failure is not one you can fix: see Getting help.
A refresh failed — open Cron Refresh, find the run in Refresh History and click View errors.
A notification says Something went wrong: … or ’…’ failed — a source’s load or refresh failed while you had Teramot open. View details on it opens Activity: the steps of that run in order, the one that failed in red.
A results table shows Outdated — a source or shared table it uses is gone. Edit its source tables, or rebuild it.

Connecting an AI assistant

this authorization session has expired or was already used; start the login again — the sign-in took more than 10 minutes or was reused. Start the connection again from your assistant.
redirect_uri … is not registered for this server — the assistant is not one Teramot supports for sign-in. Use a supported one, or an access key.
Your session is no longer valid… — reconnect Teramot in your assistant, or generate a new access key.
You don’t have permission to run “…” — your role is not enough for that action. Ask an admin of the workspace. Setting the presentations’ brand, or taking it from your website, needs the Admin role. Restoring an earlier version of a dashboard needs the Analyst role, as editing it does.
the url is not a public website or the website could not be read — taking the brand from a website needs its public address, such as https://www.example.com. If the site is up and still cannot be read, send the assistant your logo, colours and font files instead.
A Project API key does not work for an assistant: use an Access keys key instead.
The assistant asks which workspace or project to use — tell it, or say “switch to …”. See Choosing or switching the workspace and project.

Alerts

An alert’s email did not arrive — ask your assistant why, naming the alert. Each check is recorded with what it found and, for each recipient, whether the message went out or why not: still in its waiting period, no new rows since the last message, or the recipient unsubscribed. See Alerts.
The alert is paused; resume it first. — the alert is paused, so it is not checked. Ask your assistant to resume it.

Getting help

Where: the (i) icon at the top right of the header, left of your avatar; its tooltip reads Help.

Click Help (the i icon in the header) to open Support:

Schedule a call with a Teramot technician.
Create a ticket — give it a Title, Description, Type, Urgency and Area, then Submit ticket.

Or write to support@teramot.com.