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Connection errors

Error messages you may see when connecting or querying data in Terno AI, what they mean, and how to fix them.

If you see an error that isn’t listed here, contact support.

Database connections

Message	What it means	Fix
Connection string must be in format: dialect://[username:password@]host[:port]/database	The Connection URI isn’t valid.	Check the format on the database’s page.
Connection string does not match the selected database type	The URI is for a different database, for example a MySQL URI on the Postgres form.	Use the right form, or fix the prefix, such as `postgresql://`.
Could not connect to database: Authentication failed. Please check your username and password.	Wrong username or password.	Check both, and URL-encode special characters in a URI.
…Unable to reach the server. Please check the hostname and port.	Terno can’t find or reach the host.	Check the host and port, and use a public hostname, not `localhost`.
…The specified database does not exist.	The database name is wrong.	Check the spelling.
…Connection timed out. Please check the host and firewall settings.	A firewall or network rule is blocking Terno.	Allow external connections to the database, and check security groups.
Could not connect to database. Please verify all connection details are correct.	Something else went wrong.	Check every field, then try again.
A data source with the name ”…” already exists. Please choose a unique name.	The Display Name is taken.	Pick another name.
Display name must be less than 40 characters.	The name is too long.	Shorten it.

BigQuery

Message	Fix
Service Account JSON is invalid.	Upload the original .json key file, unedited.
BigQuery project ’…’ does not exist.	Check the PROJECT_ID.
Permission denied: Cannot access BigQuery project… / Cannot access dataset ’…’	Give the service account BigQuery Job User and BigQuery Data Viewer.
Dataset ’…’ does not exist in project…	Check the DATASET_ID and that it’s in that project.
BigQuery connection string must be in format: bigquery://project_id/dataset_id	Fix the Connection URI.

Signing in to apps

Message	Fix
Only organisation admins can connect a data source.	Ask a workspace admin to connect it. Once connected, everyone can use it.
Authorization was declined	You clicked Cancel or Deny on the app’s sign-in page. Try again and approve.
This connect link has expired or was already used. Start again.	Click Connect again.
Could not complete the connection with the provider. Try again.	Something failed on the app’s side. Wait a moment and try again.
Custom domain must be your org’s My Domain	Salesforce only: enter your My Domain, such as `acme.my.salesforce.com`.

Querying apps

Message	Fix
Token refresh failed; reconnect the source. / No refresh token; reconnect the source. / … access was rejected; reconnect the source.	The sign-in expired. An admin clicks Manage → Reconnect.
… needs the ’…’ permission, which was not granted … Reconnect the source and allow it.	Reconnect and approve all the permissions the app asks for.
Not permitted to query account(s): …	The account is set to No access, or your group can’t use it. Ask an admin.
Write actions are not enabled for account …. An organisation admin must turn on write access for it first.	Google Ads only: an admin sets the account to Read & write.
Too many … requests this second. Retry shortly.	Wait a moment and try again.
Daily … quota for this organisation is exhausted. Resets at 00:00 UTC.	Try again after midnight UTC. See Limits.
Salesforce daily API request limit reached for this org	Your Salesforce org’s own daily limit is used up. Try again after it resets.
Cannot combine monetary metrics across accounts with different currencies (…). Query one currency at a time.	Ask per account or per currency.