I am not able to open eikon api proxy on mac

pengxin1211

hi there, the eikon api proxy used to work well on my mac, somehow it turns to be a completely black window when I tried to login. I restarted my mac and reinstalled the api several times, it remains the same. however, the proxy can be open on my friend's mac, would you please help to resolve this? thanks!!

when I open the proxy, it looks like this: (no where to type in account name/password at all)

screen-shot-2019-05-13-at-13759-pm.png

Kirill.Sharikhin

Try to run the following command from Terminal (please note 2 minuses before resetCache):

/Applications/Eikon\ API\ Proxy.app/Contents/MacOS/Eikon\ API\ Proxy --resetCache

This will empty cache located in Library/Application Support/Eikon API Proxy folder.

Alex Putkov.1

This is a machine specific issue, which cannot be addressed on a forum. Troubleshooting this problem would require access to the machine. I advise you to contact Refinitiv Helpdesk and open a support ticket. Refinitiv support engineers can remotely access your machine to take a look at the problem and to troubleshoot it.

miriam.benito

Hi @pengxin1211, have you solved this issue? I have the same problem since three days ago.

Thanks!!

pengxin1211

just resolved by taking Kirill's answer. Run this on your terminal to reset cache:

/Applications/Eikon\ API\ Proxy.app/Contents/MacOS/Eikon\ API\ Proxy --resetCache

Good luck!

pengxin1211

it's resolved! thanks so much for helping me out!!

miriam.benito

Thank you so much!!!