Troubleshooting

The most common Rowgate and database messages, what each one means and how to fix it.

Failed data source

When the connection test or the automatic check fails, the source is marked Failed and the card shows the reason. The most common ones:

“We couldn’t connect to the server”: check the host and port, and whether the database firewall accepts external connections.
“This host points to an internal network”: use the database’s public address. Rowgate doesn’t connect to localhost or private IPs.
“We couldn’t open a secure connection (SSL)”: check that the server accepts SSL. If you chose to verify the certificate, it must come from a recognized authority and be valid for that host.
“The user or password was rejected”: check the credentials. On PostgreSQL, check that pg_hba.conf allows external connections; on MySQL, that the user can connect from outside ('usuario'@'%'); on SQL Server, that the server accepts SQL Server authentication, not just Windows authentication.
“The database doesn’t exist or the user doesn’t have access to it”: check the database name and the user’s GRANT.
Supabase, “the key was rejected”: use the service key (service_role) from the same project as the URL.
Supabase, “the project may be paused”: Supabase pauses projects that have been inactive for a long time. Restore the project and test again.
Snowflake or Databricks, “took too long to respond”: the warehouse may be starting up. Try again in a moment.

After fixing it, click Test connection on the source.

The AI says I don’t have a profile

“You don’t have an access profile yet” means the administrator hasn’t assigned you a profile. Ask them to choose your profile in Users.

The AI says a value is missing from my account

“Your account doesn’t have regiao, which the profile uses to limit records” means a row rule depends on a value of yours that hasn’t been filled in. Without it, access is closed. The administrator fills it in under Users › Access data.

The AI says the profile doesn’t have access to the table

The table isn’t allowed in your profile. If you need it, ask the administrator to allow it in Access profiles.

The AI says the profile can’t see a column

The column is hidden in your profile. The AI can’t show, filter or sort by it. Rephrase the question without that information, or ask the administrator to review the profile.

The question was blocked and I don’t know why

The administrator can find every question in Audit › AI queries. The details show the AI’s request, the query and the reason it was blocked.

The person’s value doesn’t match the column

This message appears when the rule compares text with a numeric, date or ID column. Adjust the rule’s column in the profile, or the person’s value in Users.

The table doesn’t show up to allow in the profile

The table must be exposed in the data source: open Data sources, go into the source and turn the table on.
Just created the table in the database? Click Reload structure. New tables come in turned off.
On Supabase, the schema must be listed in Exposed schemas in the project’s API settings.
The database user must have read permission on it.

The AI doesn’t have read permission on the table

“The user connects, but doesn’t have read permission on this table” means the Rowgate user is missing GRANT SELECT in the database. See the command for each database in Read-only user.

The database took too long to respond

The query went over the maximum time set in Settings and was canceled. Ask the AI a question with filters (period, region, status) or for a summary instead of the full list.

I can’t find the connector option in my assistant

Custom connectors depend on the assistant’s plan and, on business accounts, on approval from the administrator. Check each assistant’s requirements in Connect your AI.

The link has expired

Invitation: valid for 7 days. Ask the administrator to send a new one.
Email confirmation: request a new link on the same screen.
New password: the link is valid for 1 hour. Request another one in Forgot my password.

I can’t invite more people

Your plan has reached its user limit (pending invitations count). Cancel old invitations or add extra users in Subscription and plans.
The company set an allowed email domain and the email is from a different domain. See Settings.

Your trial has ended

The 7-day free trial is over. The administrator can subscribe to Base right from the notice; nothing has been deleted. See Subscription and plans.

Access suspended

Your company’s access was suspended by the Rowgate team. Contact [email protected].