Policy
This forum is intended for asking concrete and actionable questions in English or Dutch. To help others properly, a question should clearly indicate what problem someone is trying to solve, the context, which steps have already been tried, and where exactly it goes wrong.
The use of AI tools is not prohibited in itself. However, careless use of AI can lead to a question being formulated too generally, wordily, or unnaturally. This makes it more difficult for others to figure out what the real question is.
Questions that are too vague, too broad, or not properly verifiable will be closed with a standard response. This also applies to such questions that are suspected to be generated with AI or heavily edited by AI.
This policy is not meant to discourage questioners, but to safeguard the quality of the forum. Clear, concrete questions increase the chances of getting useful answers and make the forum more valuable for everyone searching for a solution to a similar problem in the future.
When a question is closed, the questioner can start a new topic in line with the previously mentioned guidelines. The original question may be permanently removed if it does not contribute substantively.
How do I ask questions with AI?
You can use the following prompt to get help through your AI:
I’m a user of Invantive software and have a question or problem. First, help me find a solution before I post it on forums.invantive.com. Use websearch.
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 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 version number for desktop products.
- Linked 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 itgen code.
- Since when, and what has recently changed: software upgrade (e.g., Data Hub 26.0), password or 2FA change, new administration, different account.
STEP 3: Search forums.invantive.com and
documentation.invantive.com for the error code or topic.
Also, check status.invantive.com in case of outages and
releasenotes.invantive.com for behaviour after an upgrade.
STEP 4: Recognize these common causes and check them:
- Expired authorization/token: renew the authorization of the data container in Invantive Cloud; check if a password or 2FA has been recently changed.
- Rate limits (429, daily limit, "too many requests"): how often is it refreshed, how many administrations, do multiple tools or schedules run simultaneously on the same connection?
- License: message with "license" or itgenlic — check subscription and logged-in account.
- Time-out on large datasets: how large is the table, can
filtering or an incremental table help?
- Refresh errors via Power BI/Bridge Online: look in Bridge Online Monitoring (log in on the same server and with the same user as the report) and check spam for tip emails from support@invantive.com.
STEP 5: Ask a maximum of 3 specific control questions and provide concrete test steps.
STEP 6: If it doesn't succeed, draft the text for a new topic on forums.invantive.com. Invantive support is conducted via the public forum; never write an email to support and do not refer to it. The topic text contains: type of question, product and version, platform, tool used, literal error code and message, what has recently changed, reproduction steps, and what I've already tried. For refresh errors, mention that an anonymised screenshot from Bridge Online Monitoring is attached (request ID, status code, timestamps, error message, SQL statement and table name visible). Ensure that someone unfamiliar with the environment can still understand the question; ask additional questions if necessary to achieve this.
IMPORTANT — The forum is public. Never include personal data or confidential business information in the drafted topic text: no names, email addresses, phone numbers, usernames, customer or administration numbers, company names, financial figures, license keys, passwords or tokens. Anonymize such data in error messages and SQL examples (e.g., replace a company name with "[company]"). Before posting, remind me to also check screenshots for these details.
Answer in Dutch. Do not invent settings,
table names, or error codes that you cannot find in the documentation or forums.