Troubleshooting
Fix common problems with setup, Ember in Slack, source connections, syncs, and queries.
If your problem isn't here, email support@embrasure.ai with the error message, the time it happened, and your workspace name, and check status.
| Symptom | Fix |
|---|
| The sign-in email didn't arrive. | Check spam and quarantine folders, then request a new link. Links expire; use the newest one. |
| You land on Home instead of setup. | You already belong to a workspace. Finish setup from the Set up Ember checklist on Home. |
| A workspace owner or admin needs to connect a source. | Ask an owner or admin to connect it, or to change your role in Settings → Admin. |
| Setup ends on Your workspace is created. | A source or Slack wasn't connected. Use the Set up Ember checklist on Home to finish. |
| Symptom | Fix |
|---|
| Ember doesn't react to a channel message. | Mention @Ember, and add Ember to the channel first with /invite @Ember. In a thread, mention Ember if it didn't pick up the reply. |
| Ember replies that setup isn't finished. | An owner or admin needs to select Open Ember in Slack on the last setup screen. Connecting Slack from Sources doesn't turn on answers. Open Connect Slack from the Set up Ember checklist on Home, select Continue, then Open Ember in Slack. |
| Slack requires a workspace owner or an approved app request to install Ember. | Ask a Slack admin to approve the Ember app request, then select Connect Slack again. |
| Ember cannot answer warehouse questions in shared Slack channels. | Ask in a direct message or an internal channel. Ember never answers in shared or Slack Connect channels. |
| Only human members of this Slack workspace may use Ember. | Ember answers people in your own Slack workspace only, not bots or members of other organizations. |
| Ember's workspace access needs attention. | The admin who connected Slack left the workspace or lost the admin role. Contact support to move Ember to another admin. See whose access Ember uses. |
| This Slack connection is no longer active. | The app was removed from Slack. An owner or admin should reconnect it from the Set up Ember checklist. |
| Business data is still being prepared and may not be up to date. | The first sync is still running. Ask again when the source shows as synced in Sources. |
| I couldn't finish that request. Please try again. | Ask again in the same thread. If it keeps failing, rephrase with a narrower time range or name the table to use. |
| Link your Slack account to open this answer. | How Ember answered needs an Embrasure account. Ask an admin to invite you, then sign in and open the link again. |
| You've asked a lot of questions this hour. Try again shortly. | Ask Ember on Home allows 30 questions per user per hour. Wait, or ask in Slack. |
| An answer uses the wrong table or definition. | Select Incorrect answer, reply in the thread with the correction, and add the definition on the Knowledge page. See correct Ember. |
| Message | Fix |
|---|
| Database authentication failed. | Check the username and password. For Supabase, copy the exact pooler host and user from the Supabase dashboard. |
| Database host could not be resolved. | Check the host name for typos. Use a public host name; private addresses are only reachable through an SSH bastion. |
| Network unreachable or connection timed out | Allow inbound connections from Embrasure in your firewall or security group, or connect through an SSH bastion. See the PostgreSQL guide. |
| SSL is required, or the server doesn't support SSL | Match the source's SSL setting. Add sslmode=require when the server requires SSL. Only disable SSL over a private network or SSH. |
| Permission denied, or a schema or table is missing from the list | Grant the connecting role USAGE on each schema and SELECT on its tables, then run the connection check again. |
| Too many connection checks were attempted. | Wait 10 minutes. Each user can run 5 checks per 10 minutes. |
| … authorization is no longer valid. | Reconnect the source from its page in Sources to authorize Embrasure again. |
| The source API is at capacity. | The source rate-limited Embrasure. The sync retries automatically; you don't need to reconnect. |
Each source guide lists the exact permissions it needs.
| Status or message | Fix |
|---|
| Connected, ingestion failing | Open the source in Sources and read the latest error. Credential and permission errors need a fix at the source; other failures retry on the next run. |
| Ingestion stalled, or tables missed their sync cadence | Select Sync now. If it stalls again, contact support with the source name. |
| Some tables stopped after the source publication changed | Run Full resync from Actions on the source page. This happens when a PostgreSQL publication or replication setting changes. |
| Embrasure could not publish the latest sync. | Previously synced data is unchanged, and the next scheduled run retries automatically. |
| A single row exceeds the destination writer's record size limit. | A row in one table is too large to write, usually because of a very large JSON or binary value. Leave that table out with Choose tables, or contact support. |
| Another sync already owns the destination tables | Choose a new destination database for this source. |
| Message | Fix |
|---|
| Warehouse table '…' was not found. | Use the full database.schema.table name. Copy it with Copy full name in the catalog. |
| Workspace warehouse has not been initialized. | Connect a source first; Embrasure creates the warehouse with it. |
| Query cancelled after 120 seconds. | Filter on a date column, select fewer columns, or aggregate earlier. |
| Query stopped after scanning more data than this warehouse allows. | Each query can scan up to 25 GiB. Narrow the date range or select fewer columns. |
| SQL query could not be parsed. | Use Trino syntax, not PostgreSQL. See the SQL reference. |
| This endpoint only supports read-only warehouse statements. | MCP and the CLI only run SELECT, SHOW, and DESCRIBE. Run writes from SQL in Embrasure or with dbt. |
| Results expired | Results are kept for 7 days. Run the query again. |
| Message | Fix |
|---|
401 | The token is invalid, expired, or revoked. Sign in again or create a new token. |
| Token missing required '…' scope. | Reconnect the client and approve the requested access. Refreshing an existing token doesn't add permissions. |
| Workspace role '…' or higher is required. | Ask an owner or admin for a higher role. |
personal_access_tokens_disabled | An administrator has turned off personal access tokens for the workspace. |
| The request stopped before its outcome was confirmed. | Check the query's status or history before retrying, so you don't run it twice. |
| Message | Fix |
|---|
| This workspace has used its monthly AI credits | Ember answers resume next month, or upgrade your plan. |
| This workspace has used its monthly query scan allowance | Queries from Ember resume next month, or upgrade your plan. |
| This workspace has reached its source limit | Remove a source you no longer need, or upgrade your plan. |
| This workspace has reached its managed storage limit | Remove synced tables you no longer need, or upgrade your plan. |
429 with a workspace quota code | Your workspace hit a custom usage quota. Contact support. |
See limits for each plan's allowances.