Hi @rajanraju

I submitted ticket number 08860080 on your behalf.

I was told that you have other tickets, 08853162 and 08857457 which are all for the same issue.

Hello @rajanraju

Please look into this question which I understand that it is similar problem.

@pimchaya.wongrukun thank you. I have experienced the issue early in the day before markets open. Hence i'm a bit confused.

Hello @rajanraju

Did you try the steps in Eikon Data API(Python) Troubleshooting article yet?

Hi @rajanraju

Just would like to clarify, are you using Eikon API Proxy on Mac ?

While you are using Eikon API Proxy, are you logged in to Eikon Desktop on Windows or Refinitiv Workspace on Mac or Windows ?

Assuming that you are using only the Eikon API Proxy on Mac.

The request timed out is a general error that should be handled by your app logic.

try:
    df,err = ek.get_data(...)
except ek.EikonError:
    //do something, perhaps retry the request again after some period of time

If you request a big chuck of data, maybe from a large instrument list in a single API call.

You can consider to split them into multiple API call with smaller instrument list in each call.

@chavalit Indeed using the Mac Eikon API Proxy. As a result i am not logged in on desktop. I've built only a limited set of retries - so that there is no clogging of the service. The problem began today - so wonder if there is a connection issue. The data chunks are all moderate - and the process has been workin g seamlessly for a number of months.

Tried the API a short while back - same time out issue. Also notice that the API Proxy App take a long time to connect. I suspect the issue is the way the proxy is connecting to the refinitiv back end.

Eikon version 1.1.2 - the latest.

When I key http://localhost:9000/api/v1/data in my browser I get

So the proxy is up and running

and the api proxy version...the most current

I asked the refinitiv Helpdesk to reset my id - but they have said that they cannot do so as 'we can only assist you with Eikon basic technical troubleshooting'. You may recall the outage in May 2019 which affected users in APAC. I wanted to ensure there is no back end issue that needs addressing. I have rechecked the network connections, reinstalled the Eikon API Proxy server, reduced the chunk size for the data, but still continue to face the issue - especially when I use the ek.get_data() function. ek.get_timeseries() is more stable. I do get timeouts for time series, but these are easily resolved by waiting for a few seconds and re-trying. A bit inefficient - but there is little choice. For the ek.get_data() calls, it is almost impossible to recover.

A quick update : hv got a more stable version for ek.get_data() with longer sleep time and reducing chunks to a very few datapoints. Slow and inefficient - so hoping you will find a fix and we can go back to the regime from a couple of days back.

Another update: tried early this morning (Singapore Time) when all the markets were closed. Problem still continues. So I don't think that the issue is with too many requests at any given time.

@chavalit.jintamalit Many thanks. The issue has been resolved - the back end needed to be reset. The ticket has been closed. Appreciate the help.