Having trouble connecting to ioTORQ EMIS or getting the answer you expected? Find the issue that best matches what you are seeing below.
Q: I can't connect to ioTORQ EMIS
Make sure you are using your organisation's ioTORQ EMIS address and that it ends in /mcp. For example: https://yourcompany.iotorq.com/mcp . A missing /mcp is a common reason for the connection to fail.
Q: I connected successfully, but get a permission error
Disconnect ioTORQ EMIS from your AI application, reconnect it, and approve the requested access. If the problem affects only a particular site, variable, or other EMIS resource, check whether you can access it directly in EMIS.If you cannot access it in EMIS, the AI application cannot access it either.
Q: I don't get a response to my question
The steps differ slightly depending on the application you are using.
ChatGPT
Make sure ioTORQ EMIS is enabled for the conversation you are using. Having the connection configured in ChatGPT does not necessarily mean it is being used in every conversation.
Claude
The first time Claude needs to retrieve information from ioTORQ EMIS, it may ask for permission to use the connection. Approve the request to continue.
Microsoft Copilot Studio
Confirm that ioTORQ EMIS has been added as a tool to the agent you are using and that the EMIS connection is active.
If the problem continues, try a simple question to confirm the connection is working:
Which sites can I access in ioTORQ EMIS?
Q: The AI application cannot find a variable
Try making your question more specific.
Include the site or location.
Instead of asking: Find the feed water flow.
Try: Find the feed water flow at the Vancouver plant.
Use the variable's EMIS name or code.
Use words from the variable name as it appears in EMIS. If you know the variable code, include it in your question.
Ask what is available first.
For example: What variables are available under Building 2?
You can then choose the appropriate variable from the results.
Remember that the AI application uses your EMIS permissions. If your account cannot access a variable in EMIS, the AI application cannot access it on your behalf.
Q: The figures don't match what I see in EMIS
Check the timezone: If a timezone was not specified, the returned data may use UTC while your EMIS chart displays local time.
Check the level of detail: Make sure you are comparing data at the same level of detail. For example, an hourly average and a daily total represent different calculations and should not be expected to match.
Check which variable was used: If the figures still don't match, ask: Which EMIS variable did you use for this answer?
Then open that variable in EMIS and compare the results. Variables with similar names can sometimes lead the AI application to select a different variable than the one you intended.
Q: I get a "too many requests" message
The AI application is making requests to EMIS faster than the connection currently allows. Wait briefly (~1 min), then try your question again. You do not need to reconnect to EMIS.
Q: I can't acknowledge or close an alert
This is expected. The ioTORQ EMIS AI connection is read-only. It can retrieve information about alerts, but it cannot acknowledge, dismiss, or close them.
These actions must be completed directly in EMIS.
Q: The answer looks incorrect or invented
AI applications can occasionally produce an incorrect answer or make an incorrect assumption. If an answer does not look right, ask: Which EMIS variable did you use for this answer?
Then verify the variable and data directly in EMIS before acting on important information. If you repeatedly receive incorrect answers when working with EMIS data, contact ioTORQ support and include the question you asked. This will help us investigate the issue.
Start the connection again
If the steps above do not resolve the problem, you can remove the ioTORQ EMIS connection from your AI application and follow the relevant setup guide again.
Disconnecting the AI application does not change or delete anything in EMIS.
Still need help?
Contact ioTORQ support at [email protected] and include:
Whether you were using ChatGPT, Claude, or Microsoft Copilot
The question you asked
What you expected to happen
What happened instead
The error message or a screenshot, if available
Do not include passwords, access tokens, or other credentials in your support request.