Eikon Data API for mac shuts down after 5 sec

a.prate

I have an issue using the Eikon Data API on my mac. It opens 5 seconds then shut down with no message. Here is an extract of the log :
```
Bootstrap: Download Platform config failed
Bootstrap: { Error: Net request was unsuccessful: Internal Server Error.
at req.then (/Applications/Eikon API Proxy.app/Contents/Resources/app.asar/src/df-core/src/net/index.ts:50:43)
at <anonymous>
at process._tickCallback (internal/process/next_tick.js:109:7) code: 500, serverMessage: ‘Internal Server Error’ }
heartbeat committed: 200, OK
{ Response:
{ Heartbeat:
{ network: ‘1’,
region: ‘emea1’,
url: ’http://emea1.heartbeat.cp.thomsonreuters.com'} } }
```

- tested on macOS Mojave then Catalina
Macbook pro 2017, 2,3Ghz i5, 16GB

- Eikon Data API 1.0.102 (uninstalled - Reinstalled several times)

- mac restarted several times

august.guillen

Hi @a.prate

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.

Then reboot your machine and see if the issue will persist.

a.prate

- tested on macOS Mojave then Catalina

- Eikon Data API 1.0.102 (uninstalled - Reinstalled several times)

- mac restarted several times

chavalit-jintamalit

Hi @a.prate

It seems like a machine-specific issue.

If it is reproducible, please contact Refinitiv Helpdesk at https://my.refinitiv.com/

a.prate

Already done, and they sent me here... (ticket 08086195 )

chavalit-jintamalit

Hi @a.prate

My senior colleague notified helpdesk to work on your case no. 08086195 with an appropriated technical support group.

a.prate

Hello, We still have no news from them...