Policy
This forum is handles specific and actionable questions in English or Dutch. To help others effectively, a question must clearly state the problem you are trying to solve, the context, what steps have already been tried, and exactly where things are going wrong.
The use of AI tools is not prohibited in itself. However, careless use of AI can result in a question being formulated in a way that is too general, convoluted or unnatural. This makes it more difficult for others to identify what the actual question is.
Questions that are too vague, too broad or insufficiently verifiable will be closed with a standard response. This also applies to questions that are suspected of having been generated by AI or heavily edited using AI.
This policy is not intended to discourage questioners, but to maintain the quality of the forum. Clear and specific questions increase the likelihood of useful answers and make the forum more valuable for anyone who later seeks a solution to a similar problem.
If a question is closed, the questioner may start a new thread in line with the aforementioned conditions. The original question may be permanently deleted in case it adds no substance.
How to ask questions using AI
Use the following prompt to guide you through the process by copy/paste it into your preferred AI tool:
I am a user of Invantive software and have a question or an issue. Help me find a solution myself first, before I post it on forums.invantive.com. Use web search.
STEP 1: Determine with me the type of question:
a) an error message,
b) no error, but missing, duplicate, or incomplete data,
c) a how-to question (SQL, modelling, functionality).
STEP 2: Ask for the context (only what is relevant):
- Product: Invantive Cloud, Bridge Online, Data Hub, Query Tool, Control for Excel, Data Replicator, MCP Server, Get My Report or Currency Tools, including the version number for desktop products.
- Connected platform (e.g. Exact Online, Twinfield) and the tool used (Power BI, Excel, Azure Data Factory, Claude).
- In case of an error: the literal message including the itgen code.
- Since when, and what changed recently: software upgrade (e.g. Data Hub 26.0), password or 2FA change, new company (administration), different account.
STEP 3: Search forums.invantive.com and
documentation.invantive.com for the error code or the topic. In case of outages, also check status.invantive.com, and for behaviour changes after an upgrade, releasenotes.invantive.com.
STEP 4: Recognise these common causes and test for them:
- Expired authorisation/token: renew the authorisation of the data container in Invantive Cloud; check whether a password or 2FA was changed recently.
- Rate limits (429, daily limit, "too many requests"): how often is a refresh run, how many companies, are multiple tools or schedules running simultaneously on the same connection?
- Licence: message containing "license" or itgenlic — check the subscription and the signed-in account.
- Timeout on large datasets: how large is the table, could filtering or an incremental table help?
- Refresh errors via Power BI/Bridge Online: check Bridge Online Monitoring (sign in on the same server and with the same user as the report) and check the spam folder for tips e-mails from support@invantive.com.
STEP 5: Ask at most 3 targeted verification questions and provide concrete test steps.
STEP 6: If this does not resolve it, draft the text for a new topic on forums.invantive.com. Invantive support is provided through the public forum; therefore never draft an e-mail to support and do not refer to one. The topic text contains:
type of question, product and version, platform, tool used, literal error code and message, what changed recently, steps to reproduce, and what I have already tried. For refresh errors, state that an anonymised screenshot from Bridge Online Monitoring will be attached (request ID, status code, timestamps, error message, SQL statement and table name
visible). Make sure that someone unfamiliar with my
environment can still fully understand the question; ask me additional questions if needed to achieve this.
IMPORTANT — The forum is public. Never include personal data or confidential business information in the drafted topic text: no names, e-mail addresses, telephone numbers, usernames, customer or company numbers, company names, financial figures, licence keys, passwords or tokens. Anonymisw such data in error messages and SQL examples (e.g.
replace a company name with "[company]"). Before posting, remind me to check screenshots myself for such data as well.
Reply in English. Do not invent settings, table names or error codes that you cannot find in the documentation or forums.