AdxRtList Source Down. What to do?

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igorg

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AdxRtList Source Down. What to do?

There is my question related to this one : https://community.developers.refinitiv.com/questions/33947/adxrtlist-what-rt-item-stale-means.html

So, I request for an image for a list of the tickers. There is a callback function that parses a response. To avoid Stale items, I've added source status check GetSourceStatus() to the callback function before any parsing done.

Here is what happened today:

I ran 5 requests one after another. 4 worked fine. 5th got me RT_SOURCE_DOWN.

So I discarded the data and re-ran it again 4 times with the same problem. Then I destroyed the Rtx object and created new one. That new one gave me the same behavior - RT_SOURCE_DOWN for all next requests. (note: I delete the object but do not release it. If I release it, I cannot create new . There was another ticket on the forum)

At this point I don't know how to recovery from this state. The only thing that always help - restart Eikon and application.

eikon eikon-com-api

Mar 20, 2019 at 05:41 PM

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Zhenya Kovalyov Mar 21, 2019 at 06:24 AM

@igorg when this happens, do you still see the streaming updates for any of the requested RICs inside the Quote app on Eikon?

igorg Zhenya Kovalyov Mar 21, 2019 at 09:33 AM

@Zhenya Kovalyov, I didn't check the Quote. I just restarted the Eikon and it started to work.

This is not a good solution anymore, since the data collection is 1 step of the several steps process.. If it fails, all process fails. So I need to find out what to do in this case. Just sit and wait for a connection? Is there a way to re-connect?

Zhenya Kovalyov igorg Mar 21, 2019 at 10:36 AM

@igorg the issue that you are describing does not fall under common problems for this API, we might need to escalate this. There are multiple reasons for RT_SOURCE_DOWN, but your app should successfully recover from all of them. Also, I can not really think of an issue with the real-time source that can be fixed by restarting Eikon.

I will wait for Alex's comment, but post instructions on how to collect logs for a case like this.

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Answer 1 · 2019-03-21T11:30:40Z

Zhenya Kovalyov

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@igorg

a. Close Eikon completely

b. You will need to configure the logs, if have not already. Go to Start > Thomson Reuters > Configuration Manager app and open the Logs tab.

Thomson Reuters Desktop - level 4

PIXL - all messages

RFA - activate RFA logs

AdminX-RT - All

c. Remove all logs from %PROGRAMDATA%\Thomson Reuters\Eikon Data\Logs\

d. Start Eikon and try to reproduce the error;

Once this is done, contact myself or Alex by email, we will get someone to look into this.

Mar 21, 2019 at 11:30 AM

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igorg Mar 21, 2019 at 11:33 AM

I will do. Thank you

But since it happened 2nd or 3rd time during last 5 months.. we will wait for a long time.

Zhenya Kovalyov igorg Mar 21, 2019 at 11:41 AM

ok, just be aware that excessive logging will slow down Eikon a lot.

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