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Hi,
How to deal with support issues? If we or our customers have issue and we send the log timings with user id, can Refinitiv look in their logs and troubleshoot the issue. This happened once for us when OnOpen call in the websocket connection never called back and we did not know what to do next? Is it possible to troubleshoot issues if it is at your end?
Thank you
Hi @bansalshah
Please contact your Refinitiv Account team to discuss the support services provided. This forum is for API usage & development type queries and basic diagnostics.
On occasions it may be appropriate, for example, to take a brief look at a log to try and identify if the issue is application related, API related or server/cloud connectivity issue.
Anything that requires detailed investigation would require you open a support ticket via MyRefinitiv - particularly if it involves connectivity issues with for example the ERT in Cloud service.
In terms of supporting your customers, I expect that would depend on yours and their relationship with Refinitiv - therefore best to discuss with your Refinitiv account team.
Hi .@Umer Nalla
I get the point about this being the API usage forum and development type queries, and as I thought this to be a technical issue of the websocket endpoint not sending the OnOpen message for the Websocket I posted the question here.
Thank you for the response on other concerns.
Hi @bansalshah
I fully understand your concern - this forum is monitored by API specialist in terms of using them to develop applications etc. When something is not working right, we can help identify the source of the issue.
If it appears to be a connectivity or server related issue the technical support team for that particular service/server etc are the best placed to diagnose any such issue. And certainly raising a ticket directly with the support team should lead to a more timely resolution for the issue.
If however, the issue is related to a flaw with the API usage or API implementation then that is something we can certainly assist with.
Hi .@Umer Nalla, I got your point. Will try to filter my questions accordingly. But thank you for your responses. :)
Hello @bansalshah
Could you please give me the ERT WebSocket endpoint that encounter the problem? Does the issue always occur with a specific WebSocket endpoint or various endpoints?
You can also use this WebSocket API test tool to verify the connection from your machine.
Hi .@Wasin Waeosri,
This is the ERT Websocket endpoint that had an issue: amer-3.pricing.streaming.edp.thomsonreuters.com
This happened to us once in the last 4 months. Never before.
Thanks for the confirmation.
When you have an issue with an endpoint then you should raise a ticket as described below via MyRefinitiv for ERT in Cloud service.
Hello @bansalshah
Please note that you can contact ERT in Cloud support via my.refinitiv.com web site. Please select Product "Elektron Real Time in Cloud" when you submit the ticket.
